Visitor Services

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.

Gardener

KEY PURPOSE
To ensure that the garden and related policies of Threave Garden and Estate are managed and maintained as a nationally-recognized garden of outstanding historical and horticultural importance; contributing to the property’s overall conservation and development, and its enjoyment by visitors and supporters.

The role of ‘Gardener’ as a key member of the Threave Garden team will be heavily involved in the development plans of the garden and wider designed landscape, with future projects aimed at creating gardens of international significance. Hence this post will be vital to realize this ambition of the gardens as a top visitor attraction.

CONTEXT
Threave is one of the National Trust for Scotland’s top ten most visited attractions. The garden is made up of many landscaped features and themed areas including a Secret Garden, Rock Garden, Sculpture Garden, a variety of different water features, Azalea walk and heather beds, a one-acre traditional working walled kitchen garden, orchard, large nursery with new glasshouse facilities, extensive woodland garden and broad variety of themed beds and borders planted with a large and diverse collection of plants. Threave provides a perfect location for the Trust’s School of Heritage Gardening, offering a wide variety of horticultural experience in both traditional and modern gardening techniques. Open all year round, the garden provides interest throughout the year.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
1. Undertaking – Garden practical maintenance of the garden / walled garden (e.g. managing trees and shrubs, herbaceous plants, and bulbs; turf care; pest/disease/weed control; staking, plant nutrition, composting and soil improvement. Walled Garden – Sowing/growing and harvesting vegetables, pruning of fruit, weeding, planting and maintaining all areas, to the required standards expected by the Trust and for the maximum safety of staff and public, and enjoyment by visitors including other professionals in the horticultural industry;
2. Fostering positive relationships with local communities and organisations and promote the work of the Trust.
3. On occasion, supervising and working with volunteers and/or staff members to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities;
4. Demonstrating self motivation, organizing, planning, and prioritizing and good time management;
5. Undertaking such other reasonable duties as may from time to time be required to ensure the smooth running of the property as required by the Head Gardener.
6. Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.

The current duties of this job do require a criminal records (Disclosure Scotland) check to be carried out.

Visitor Services Supervisor

JOB PURPOSE

The successful candidate will support the property operation by working with the Visitor Services Manager, Visitor Services Supervisor, Visitor Services Assistants, volunteers and the local community on the completion of the Tenement House expansion project, including work to support access the property archive, community oral histories project, and small-scale café development, especially through launch events and engagement activities. The Visitor Services Supervisor (Events & Community Engagement) is part of the cluster management team, will duty manage as required, and will support the promotion and conservation of The Tenement House cluster through the co-ordination and delivery of an audience engagement & events programme, delivering the highest standard of visitor experience for all visitors. This will be achieved by maintaining the eye for detail, and open and engaging approach to all, as well as adhering to regional and national strategies, policies, and procedures. The events programme will generate income, promote the property to new & existing audiences, and provide opportunities to experience heritage in new ways.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Events
o Co-ordinate the events programme; liaising with other departments, as well as internal & external suppliers to deliver the agreed seasonal events.
o Work with other departments to ensure smooth co-ordination & delivery of all events
o Manage and support the recruitment of a team of event volunteers, ensuring the event experiences exceeds expectations for all visitors
o Work within agreed budgets to ensure targets are met
o Create effective local marketing campaigns for each event, maximising the return on investment and ensuring all targets are met
o Develop event management plans for each event, communicate these with all property staff to ensure safe and effective delivery
o Gather feedback and create event report

Community Engagement
o Carry out on-site and online visitor surveys; feed back to relevant property teams and identify areas for potential development.
o Support the creation of an Oral Histories workshop about Tenement memories with local stakeholders.
o Analyze the feedback and identify areas of development
o Promote positive feedback within the property teams

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
 Experience in the development and delivery of events or community engagement.
 Demonstrable understanding and experience in creating aesthetically appealing events
 Experience in managing social media marketing
 Practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes
 Demonstrable experience in delivering excellence in visitor experience

Desirable
o A genuine understanding of, and belief in, the work of the National Trust for Scotland
o Experience managing volunteers
o Experience working within the role of community engagement or audience development

Visitor Services Supervisor

JOB PURPOSE
To provide all-round assistance in the art gallery and craft shop at Souter Johnnie’s Gallery, Kirkoswald. The Supervisor will be involved in arranging new exhibitions, liaising with artists and buyers and record-keeping. They will make sure that exhibits are well coordinated and will work with artists in planning and organization of exhibitions and events. The Supervisor will be the sole member of staff on site and, as such, will also provide excellent customer service in the property. They will also be responsible for recruiting and managing a team of local volunteers. The Supervisor is the face of the gallery and will interact effectively with visitors, artists and suppliers, and management.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• The Supervisor is responsible for a wide variety of duties in connection with the presentation, operation, cleanliness and maintenance of the property.
• Maintain the highest standards of customer and visitor service ensuring all visitors enjoy their visit to the Gallery and will recommend it to others. They will work on the execution of upcoming exhibitions, and to provide gallery reception during regular business hours. Act as an installation coordinator for the set-up and hanging of exhibitions. Monitor and keep track of supplies and the supply budget. Manage day-to-day operations.
• Responsible for maintain retail and gallery stock, processing sales and replenishment in conjunction with the retail team at RBBM.
• Light cleaning duties will also be the responsibility of the GS.
• Ensuring the security of the property and its contents, keeping the building clean and functional, following best-practice at all times, and maintaining its 3 star VisitScotland, and Bronze Green Tourism award, rating.
• Recruitment, training and management of volunteers who will help in the running of the property and events.
• Promoting and encouraging visitors to complete visitor surveys at the property or gathering contact details for survey at a later date.

Specific duties include:
• Organise exhibitions of artworks at the property to ensure there is an interesting and engaging programme throughout the season. Provide appropriate display / storage, competent object handling, liaise with artists and suppliers and comprehensive record keeping.
• Effective promotion of the exhibitions to drive footfall and achieve sales targets
• Delivering high standards of customer service in a gallery setting, handling customer enquiries online, on the telephone and face to face
• Ensure high standards of presentation at the property through housekeeping (cleaning floors, toilets and serving areas); general tidying of the grounds and light gardening duties (although main gardening work will fall to RBBM gardening team)
• General management of the gallery including opening, closing and alarm setting; cash-handling and banking;
• Promoting the benefits of NTS membership to achieve sales targets at the property
• Recruitment and training of local volunteers to assist in day-to-day operations and events
The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

Visitor Services Supervisor – Retail

CONTEXT

We are looking for an experienced and talented individual to join the management team of our fantastic property, Pollok House. This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the future and what we do every day as a business: bringing people together and providing them with the greatest visitor experience. Set within Pollok Country Park, Pollok House is Glasgow’s “country house” and is a fantastic place to soak up the atmosphere of Scotland’s history. With its beautiful gardens, popular park café and retail, famous art collection, busy functions business and events programme. Pollok House is a popular family-friendly visitor attraction in Scotland’s largest city.

KEY PURPOSE
The Visitor Services Supervisor- Retail will be responsible for merchandising all retail spaces with a creative flair, stock control & replenishment with guidance of our head office team and driving retail sales across the property. As a customer facing role approachability and customer service are key, ensuring our visitor experience is delivered to the highest possible standards. Effective team leadership and training to ensure upselling, and great customer service within all retail areas, also providing further visitor information about the wider property when necessary.

This role will be part of the duty management team, along with supervisors and mangers from other departments across the property. This responsibility ensures the smooth running of the day-to-day operation across all departments to support a 7 day opening.

The successful candidate will be expected to work long 5 days over 7 on a rota basis with other managers and supervisors within the property.

KEY RESPONSIBILITIES

• Retail management:
o Effectively merchandise retail areas, promote, and encourage upselling to maximise all sales opportunities and contribute to the property’s financial sustainability.
o Manage & implement stock taking procedures, accepting deliveries, use of stock management system, recording wastage, and managing storage areas effectively.
o Carrying out stock takes to ensure accurate financial reporting.
o Supervise and lead staff team to ensure great customer service
o To act as Duty Manager on a shared basis, which will involve weekend and occasional evening work.

• Operational support
o Compliance checklists and walk round procedures/ daily- weekly- monthly
o Identify issues to smooth running of daily operations and co-ordinate with IT/ Facilities Manager as appropriate to resolve any issue (e.g., EPOS, blocked toilet, water leak or power cut)
o Customer complaint handling, both handling informal issues and providing information for escalation/formal complaints
o Group bookings/ event/ function – supporting delivery where needed
o Accept and good receipt deliveries and/or pass over where appropriate to colleagues
o Security of building, retail stock, collections
o Daily banking, incl. weekly Loomis collection
o Fully aware of daily activity noted in Property Calendar- and co-ordinate any specific requirements to the staff teams
o Handover to other managers at the end of the day (via note or email)
o Be available on radio for staff team support
o Escalate any issues as appropriate to Operations Manager

Visitor Services Assistant – Admission and Retail

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, Tours, Retail, and Events activities making the property the best possible place to visit and work.
Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business, mainly to support evening openings. Must have full weekend availability, hours will be issued on a rota basis.
This role will focus on welcoming our visitor to the property, leading retail sales and supporting stock management. Being able to manage admissions through our online booking platform, answer the phone and carry out basic administration tasks. Carrying our membership sales and promotion for the property.

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.
• Effective communication with visitors, staff and volunteers

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
To maximize our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimizing 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, Tours, Retail and Events activities making the property the best possible place to visit and work.
Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business, specifically for evening openings. Must have full weekend availability, hours will be issued on a rota basis.
This role will focus on providing information about Pollok house and its history to our visitors, delivering seasonal events and tours when required, supporting collections care within the property in line with our house keeping plan, and supporting the delivery of functions when necessary.

Visitor Services Assistant – Swan Pond

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, play areas, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Will include basic grounds work such as sweeping, raking, litter picking, weeding and painting as well as car parking duties 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.

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.

Other duties as required
• 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.
• To assist with hospitality events.

First Gardener

KEY PURPOSE
To ensure that the garden, grounds and related policies of the gardens are managed and maintained as a nationally recognised garden of outstanding historical and horticultural importance; contributing to the properties’ overall conservation and development, and its enjoyment by visitors and supporters.
The role of ‘First Gardener’ will be heavily involved in the day to day maintenance and operation of the garden, supervision of garden staff and volunteers and assisting and supporting the Head Gardener in implementing development plans for the gardens and wider designed landscape.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Practical horticulture. This includes tree management; managing herbaceous plants, annuals and bulbs; lawncare; pest/disease/weed control; composting and soil improvement; hard-landscaping; glasshouse care, plant propagation; biosecurity
• Resource management. Ensuring effective and efficient use of machinery, equipment, materials and all other resources,
• Participating fully in the property’s wider “management team”, deputising for the Head Gardener as required.
• Plantsmanship. e.g. the identification, knowledge and understanding of this high calibre plant collection, including recording and labelling of individual plants and recognised collections
• Staff and volunteers. Assisting with recruitment, induction, supervision and direction, development and performance management to ensure they are fully equipped, organised and motivated to undertake their duties to required standards
• Input into daily, weekly, yearly and longer-term operational work plans to ensure that activities are prioritised and planned to optimise the use of resources and meet the Trust’s objectives.
• Ensuring compliance with the Trust’s health, safety, and environment policies and procedures to ensure the health and welfare of staff/volunteers/ visitors/ service providers
• Working to the Trust’s Strategy and policies with respect to sustainable gardening activities, including energy, water, peat and pesticide use
• Customer service and care delivered to a high standard to ensure that the property’s reputation for excellence is maintained and enhanced
• Research and development. eg. research into historical precedents and practical contemporary solutions to inform proposed activities and projects; support to the design and implementation of restoration and/or development projects
• Interpretation. eg through the development and delivery of events, projects, literature, signage, talks, demonstrations etc.
• Administration to enable gardening activities to be undertaken and recorded efficiently;
• Undertaking such other reasonable duties as may from time to time be required to ensure the smooth running of the property as required by the Operations Manager.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications

Essential

• An HND/HNC level qualification in amenity horticulture or related subjects (equivalent to NVQ/SVQ level 3), supported by qualifications and experience demonstrating practical horticultural knowledge
• PA1 and PA6a spraying certificates, or willingness to be trained in the use of pesticides and to exercise that training;
• Current driving licence valid for driving in the UK

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 or retail 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.

Retail/Events/Cashier duties (where applicable)
• To ensure good housekeeping.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/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.

Steward

Thank you for your interest in the post of Steward at Craigmillar Castle with Historic Environment Scotland, this is a fixed term appointment.

The post holder will be responsible for delivering the highest standards of visitor experience at Craigmillar including in the shop, admissions area and outside, with delivery of guided tours a core part of the role.

1 vacancy, 37hrs per week, Fixed-term until 30 September 2022.

£19,800 – £20,751 p/a pro rata.

Education and Outreach Sessional Support Worker

Supported by Museums Galleries Scotland, The Moray Society is looking to offer sessional work to a suitably qualified and experienced individual (or individuals) who will provide heritage-themed activities to children, young people, and other community groups. We wish to increase the interest and participation of people in the heritage of the Moray area, making use of the resources of Elgin Museum, and build our capacity as we recover from the effects of the Covid pandemic. The successful candidate(s) will be able to work independently and to liaise effectively with other organisations and the staff and volunteers of the Museum. Candidates should be educated to degree level (or have comparable work experience) with prior employment or a volunteer role in both an educational and museum environment; additional skills to help develop and expand the Museum’s digital potential and social media content would be beneficial. Funding includes time for the successful candidate to familiarise themselves with the Museum’s collections and for preparation of resources.

More information is available from: learn_off@moraysociety.onmicrosoft.com

Application is by letter, which should be sent with a supporting CV to: Vice-President, The Moray Society, Elgin Museum, 1 High Street, Elgin, Moray, IV30 1EQ, marked private and confidential or emailed to: learn_off@moraysociety.onmicrosoft.com

Closing date for applications: Friday 2nd September at 5pm. Interviews will be held (virtually) on Wednesday 7th September.

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Visitor Services Assistant

Gardener

Visitor Services Supervisor

Visitor Services Supervisor

Visitor Services Supervisor – Retail

Visitor Services Assistant – Admission and Retail

Visitor Services Assistant

Visitor Services Assistant – Swan Pond

First Gardener

Visitor Services Assistant

Steward

Education and Outreach Sessional Support Worker

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