Visitor Services

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.

June – August

Are you interested in heritage, engaging with people and learning new things? Then becoming a heritage tour guide at Dalkeith Palace & Country Park may be for you! You will join a small team leading weekly public walks at Dalkeith Country Park exploring the ancient and more recent history of the estate.

This is an ideal opportunity for someone studying history or an art-related subject (either formally or informally) and while candidates should demonstrate a strong interest in art, heritage, history and/or architecture, full training will be provided.

Hours will be part-time and will vary from week to week depending on bookings, including weekends and occasional evenings. While this is initially a seasonal contract, there is potential for employment to be extended as we develop our offering.

Interested? Please apply by emailing a copy of your CV and covering letter to recruitment@buccleuch.com.

The closing date for applications is Monday 13 June 2022.

Please view our privacy policy at https://www.buccleuch.com/privacy-cookies/

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)

The Key Responsibilities, and Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Purpose of the role
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 Food & Beverage services making Threave Gardens & Estate 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 catering purchase in a friendly, efficient and knowledgeable manner;
• 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.

Other duties (as required)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To ensure that catering merchandising is in accordance with NTS policy.
• To assist in achieving site catering 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; this may include retail, admissions and events.

Financial responsibilities

• To adhere to all financial procedures to include till operations and cash reconciliation duties.
• Help achieve sales targets and membership recruitment targets.
• Upsell products within the café.
• Actively feedback visitor comments to line managers to improve offer, service and operation.

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.

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.

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining the excellent standards we set across our properties to enable us to provide the best possible experience for our visitors. Providing an efficient, reliable service and high standards in housekeeping based on the needs of the property. Specifically, to ensure that all areas and public facilities are cleaned and maintained to the highest standards, to make the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The post is responsible to provide a consistently high standard for visitor care at all time and for a wide variety of housekeeping duties in connection with the well-being and care of the property. Besides the focus on the area housekeeping the role supports other VSA areas as admissions, catering, retail etc. in response to the needs to the business.
• Ensuring a high standard of cleanliness to all visited and non-visited areas of the property as directed by your line manager;
o The general ongoing operational cleaning of all areas as necessary, as toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc.;
o Working with the public, cleaning during trading hours.
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care which may include:
o 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;
o Checking of collections and domestic inventories during changeover;
• Reporting losses/breakages, wear and tear and repairs required immediately to your line manager;
• 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;
• Provide support to enable functions and events to be successfully delivered;