Visitor Services

Visitor & Monuments Assistant: Museums & Galleries, City of Edinburgh Council

We are looking for candidates for full time positions (36 hours per week) part time (18 hours + per week) and also lunch time cover shifts (11:30 – 15:30 daily up to 5 days per week)

Would you like to be part of a team that welcomes 750,000 visitors a year?

Do you have a love of Edinburgh’s history, along with a head for heights?

We are looking for individuals who can deliver a welcoming, memorable and enjoyable experience for all the visitors and customers, ensuring that they receive the highest level of customer service at all times whilst contributing to the commercial success of our collection of unique venues.

Please note, this post will include weekend working and occasional evenings.

Before applying for this job, it is important you read the job description and person specification by clicking on the attachments. These explain the job role.

The post will give team members the opportunity to work throughout our amazing venues: Nelson Monument, City Art Centre, Museum of Childhood, Museum of Edinburgh, People’s Story, Writers’ Museum, The Scott Monument and Queensferry Museum.

The post will involve working both indoors and outdoors plus due to the historic nature of our building involves climbing and descending a lot of stairs, and if working at one of the monuments the chance to look out over the breath taking sights of the Capital from the best view point in the City!

We’re committed to creating a workplace culture where all our people feel valued, included and able to be their best at work, and we recognise the benefits that a diverse workforce with different values, beliefs, experience, and backgrounds brings to us as an organisation.

Our salary range typically reflects the initial starting salary and annually increases until it reaches the top of the range.

Visitor Services Assistant

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Retail and Food & Beverage activities making the property the best possible place to visit and work.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Admissions/Food & Beverage duties (where applicable)
• To ensure good housekeeping of kitchens, serveries and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager.

Visitor Services Assistant – Housekeeping

JOB PURPOSE
To maximise visitor enjoyment by providing an efficient and accurate service, and high standards in housekeeping based on the needs of the property.

KEY RESPONSIBILITIES & ACCOUNTABILITIES
The Housekeeper is responsible for a wide variety of housekeeping duties in connection with the well-being and care of the holiday accommodation and visitor facilities at Crathes (as per the Trust’s Housekeeping Procedures Manual), including the following:

• Maintain stock-levels of housekeeping consumables and janitorial supplies.
• Routinely clean and look after the holiday accommodation and will involve but is not limited to:
o vacuuming, sweeping, mopping, polishing of floors
o dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors
o dusting/wiping of sills, skirtings, door, and window frames
o cleaning of windows
o cleaning of lavatories, sinks, etc
o changing of bed linen and towels, and making of beds
o cleaning of bathroom/toilet areas and fittings
o cleaning of kitchen areas and equipment
o checking functionality of lighting, heating, TV/radio etc
o replenishing of welcome/hospitality trays, and consumables
o cleaning and providing clean laundry for each occupancy
o disposal of general household waste

• To be first point of contact in case of queries or questions from clients regarding the holiday property and to provide additional service or help when requested.
• Assist with the administration of any repair works.
• Monitor the condition of furniture – reporting any loss or damage to the Visitor Services Manager
• Ensure COVID 19 Guidelines and Safe Systems of Work is implemented effectively within function and with external contractors.
• Undertake any administration required in support of housekeeping, including (but not limited to): planning regimes for routine and in-depth cleaning; stock control and ordering of recommended cleaning consumables/janitorial supplies; recording work undertaken.
• Deliver excellent customer care to foster a friendly and inviting atmosphere for visitors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, and considered use of transport.
• In accordance with the property’s procedures, share in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm. This includes weekly fire alarm checks whilst cleaning and keeping a record of the checks.

Visitor Services Assistant – Collections Care

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Crathes Castle.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The post is responsible for providing a consistently high standard for a wide variety of housekeeping duties in connection with the well-being and care of the property

• The general ongoing operational cleaning of all areas as necessary, including but not limited to toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc.
• Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care.
• In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, china, silverware, other artifacts and delicate fabrics and curtains.
• Reporting losses/breakages, wear and tear and repairs required immediately.
• Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
• Working in harmony with other departments; visitor services, events, gardening, maintenance and site repair employees/contractors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.
• Follow Trust policy regarding Health and Safety, Environmental Sustainability, and Collections Care.
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all H&S hazards or fire risks immediately.

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF JOB
People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day property needs.
• Sound previous housekeeping experience.
• Personal commitment to high standards of cleanliness.
• Personal commitment to excellence in customer care.
• Attentive to detail with an eye for presentation and finish.
• This is a physical job, which will normally include use of vacuums, mop and bucket, lifting, fetching and carrying laundry and objects.
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working.
• The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
• A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Visitor Services Assistant

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Retail/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
• To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

Visitor Services Assistant

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Kellie castle and help generate the income that enables us to care for the Castle & Gardens.

You’ll help to maximise sales through excellent customer service and product knowledge, in the shop, welcome hub, Castle and tea room, taking a pride in presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times.
• Welcoming all visitors to the site and processing their purchase / admission/ membership/ order in a friendly, efficient and knowledgeable manner.
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act
• Answering visitors’ queries about the castle, food and drinks, or retail items.
• Checking on how visitors are enjoying their experience and ensuring all their needs are met.
• Promoting the National Trust for Scotland and the benefits of membership.
• Proactively engaging visitors in the stories and history of the site including guiding and providing tours.
• Promoting the National Trust for Scotland brand, to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid
• To maintain excellent standards of site and personal presentation at all times.
• The general ongoing operational cleaning of all areas as necessary.
• Wearing correct uniform, name badges, or PPE as required.

SCOPE OF JOB

Customer Service

• Regular interaction with members of the public of all ages and abilities, many from overseas and many National Trust for Scotland members.

Teamwork

• Regular interaction with employee and volunteer colleagues to share daily tasks and support a smooth visitor operation.

Sales, stock and financial processes

• Help achieve sales targets and membership recruitment targets.
• Operate tills and share end of day cash reconciliation duties, as appointed by Visitor Services Supervisor.
• Support the Visitor Services Supervisor with stock management processes.

Tools/equipment and cleaning chemicals

• Occasional user of cleaning chemicals.
• Expected to become familiar with and comply with the property’s Health and Safety and food hygiene policies or ‘Safe Systems of Work’
The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

Visitor Experience Assistant (Museum of Flight)

Working front of house you will meet and greet visitors and assist them so that they have a great visitor experience. You will also sell tickets and retail goods.

Previous experience of delivering high quality service to others is essential but just as important to us is your confident and visitor focused disposition. You will be moving around the museum a lot, sometimes working outside and in areas exposed to the elements.

There is currently one seasonal position available. The working hours for this position are 5 days (5 x 5 hours, 25 hours per week), 10:40-16:20 with 40 minutes lunch, between April and October each year on a rota that includes weekends. There may be the opportunity to work part-time between November and March but this is not guaranteed.

Front of House Assistant – Casual

Job Description

Job Purpose:
To take an active role with the day to day running of the venue. Including running reception desk, gift shop, room bookings and display area operations. Key function is to provide first class services to the visiting public.

Responsibilities:
1. Provide a first class visitor experience at all times and act as a role model for excellent customer service.

2. Undertake reception duties, (e.g. admission of members of the public, dealing with enquiries, process bookings and retail sales using electronic systems, issuing customer research paperwork, maintain and monitor electronic records, etc.).

3. Work in the attraction shop/retail area, actively selling merchandise, merchandising, restocking and rotating stock as well as ensuring general up keep of the area.

4. In line with legal and operational guidelines, process cash and card transactions, bank income and complete daily and weekly income records.

5. Proactively encourage visitors to make a donation to support their visit, actively upselling benefits of contributing through donations.

6. Actively and accurately deliver visitor information on the attraction, other Live Borders facilities and the wider visitor/heritage economy of the Borders and beyond using a range of resources including on site materials and digital facilities.

7. Dealing with general enquiries and relaying these to relevant staff where appropriate, recording data relating to offers of prospective loans or donations received from the public.

8. Assist with the proper security of the venue, including key holding duties.

9. Follow daily cleaning and housekeeping tasks associated with maintaining an excellent customer service experience, including but not limited to; emptying waste bins, dusting, glass cleaning and vacuuming, customer toilet checks throughout the day, welcome area outside building is clean and well presented. This work will involve some handling and lifting abilities and use of standard cleaning equipment.

10. Liaising with the Assistant Curator/Supervisor regarding matters relating to the museum, displays, collections and facilities as per agreed procedures. Ensure that museum displays are fit for purpose i.e supplies of hands-on material are adequate, electronic equipment is in working order, displays/interpretation are in place.

11. Assist at events including, private views, education activities and group visits.

12. Undertaking minor maintenance/repairs as directed to the displays, fixtures and fittings, including replacing light bulbs (where possible), monitoring environmental conditions (where appropriate) and ensuring that all matters of significance are recorded appropriately and reported to Assistant Curator/Supervisor for attention.

13. Undertake occasional work on the museum collections as directed including; compiling and checking paper records, museum paperwork duties, data collation and input, answering enquiries and re-packing boxes of museum objects as per established procedures.

14. Build and maintain good working relationships with colleagues within the organisation
15. Comply with, and ensure compliance with, all Live Borders policies and procedures

16. Ensure services meet Health and Safety standards established by Live Borders

17. As an employee you must take reasonable care for the health and safety of yourself, other employees and anyone else who may be affected by your work activities carried out. Employees shall work in accordance with policies, procedures, information, instructions and / or training received.

18. This job description is indicative of the nature and level of responsibility associated with the job. It is not exhaustive and there may be a requirement to undertake your duties in another Live Borders venue to meet requirements of the Service or Live Borders.

Learning Officer

Learning Officer
We are looking for someone who is hands-on, prepared to work in a museum whose collection is multi-layered and complex and support the progressive outlook of the Birthplace team. The role is an exciting opportunity for someone who is motivated by the social impact that museum learning programmes can achieve and will be driven by a passion for sharing stories behind museum objects and histories. You will be someone who wants to highlight unheard voices and stories to our audiences through our objects and promote progress and change through action.

Summary
The Learning Officer will develop and deliver new activities, including school workshops.

Description
The Learning Officer will be responsible for developing, delivering and evaluating the museum’s learning programme. This will include sessions with schools, community groups, volunteers, and our visiting and non-visiting audiences. We are looking for someone who is practical, creative, engaging and experienced in dealing with challenging subjects. Alongside the Learning and Engagement Manager, the Learning Officer will be responsible for delivering engaging blended learning resources including school workshops.

We are looking for someone who is hands-on, prepared to work in a museum whose collection is multi-layered and complex and support the progressive outlook of the Birthplace team. The role is an exciting opportunity for someone who is motivated by the social impact that museum learning programmes can achieve and will be driven by a passion for sharing stories behind museum objects and histories. You will be someone who wants to highlight unheard voices and stories to our audiences through our objects and promote progress and change through action.

Visitor Services Assistant – Kitchen Assistant

Purpose of the role

To assist the chef in the day-to-day management of the food &beverage offer at Threave Garden to ensure that all targets are met and all visitors receive the highest level of visitor experience standards.

Key Responsibilities
• Contribute to food production as per the Menu Cycle/Specification and event Food Production (corporate, hospitality, meetings etc)
• Keeping up to date HACCP, COSHH checklists and temperature sheets.
• Ensure high Standards of Kitchen Hygiene, Cleanliness, Tidiness and related Schedules
• Use fresh Produce and Ingredients whenever and where ever is possible and minimise wastage.
• Maintain a high standard of Food Presentation to the Customer
• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport
• Help to reduce occurrences where Health or Safety of yourself and other employees may be put in jeopardy
• Adherence to the COSHH Training provided and control of substances covered by COSHH
• Involvement in the upkeep and maintenance of both the entire department site and, specifically, the Catering Outlets
• Assist with daily cleaning and pot wash duties

SCOPE OF ROLE
Location
The post holder will be based at the Terrace Cafe but may also be expected to work in the Stables Café, Threave House and at special events/functions when required.

People Management
• The Post Holder does not direct line manage any team

Financial Management
• Not a budget holder but responsible for the day-to-day management of stock

Skills, experience & knowledge

Essential:
• Experience working in a similar, quick service, environment and delivering the best visitor service
• Practical experience of food preparation and service
• Previous experience working in a team
• Ability to follow instruction and work independently off own initiative
• Skill in establishing priorities and managing workload
• Keen interest in food

Desirable:
• Awareness of what the National Trust for Scotland sets out to achieve
• High standard of presentation and service (experience an advantage)

Visitor Services Assistant – Permanent

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Visitor & Monuments Assistant: Museums & Galleries, City of Edinburgh Council

Visitor Services Assistant

Visitor Services Assistant – Housekeeping

Visitor Services Assistant – Collections Care

Visitor Services Assistant

Visitor Services Assistant

Visitor Services Assistant

Visitor Experience Assistant (Museum of Flight)

Front of House Assistant – Casual

Learning Officer

Visitor Services Assistant – Kitchen Assistant

Visitor Services Assistant – Permanent

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