Visitor Services

This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the Future, the preservation of our collections for future generations and engaging our visitors with the heritage of Castle Fraser

Situated in wonderful parklands, Castle Fraser is one of the largest tower houses in Scotland and was home to the Fraser family for over 400 years. These days, Castle Fraser has established itself as a well-loved family visitor attraction in the North East region.

Spread over seven floors, Castle Fraser is full of quirky features such as the Lairds Lug, hidden spy holes, along with an impressive collection of textiles, artwork and furniture.

Castle Fraser also boasts a beautiful walled garden, secret play area and woodland walks.

PURPOSE OF THE ROLE
As a Collections Care Assistant, you will be responsible for the planning and day-to-day care of collections at Castle Fraser
The post holder will be responsible for ensuring that best preventive conservation and collections care practices are followed through the implementation of an effective collections care regime in line with Trust policies and procedures.
The role will include engaging with visitors about the collection care work of the National Trust for Scotland when undertaking cleaning activities in the house but also work with events team to develop collection based educational events for children and adults.
The post holder will also work closely with the function and event team ensuring all functions and events are operated in such a manner as to minimise risk to the collection without compromising the event itself.
The post holder will be part of a wider team of employees and volunteers, helping to support the property where necessary.

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, making the property the best possible place to visit and work.
Must have full weekend availability, hours will be issued on a rota basis.

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/ purchase/ 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.
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner.
• Answering visitors’ queries about the site and the local area.
• 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 personal presentation at all times
• Ensuring site is clean and ready to open for welcoming 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; Collections Care, Gardening, Catering 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.

Visitor Services/Retail/Events/Cashier duties (where applicable)
• To ensure good housekeeping of front and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/membership/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 Fife Properties as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the management.
• To assist with Heritage Hospitality events. This may include evening work.

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 a smooth and safe operation, making the property the best possible place to visit and work.
Must have full weekend availability, hours will be issued on a rota basis.

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 purchase in a friendly, efficient and knowledgeable manner.
• Welcoming all visitors including international visitors and those with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act.
• Welcoming groups in an efficient and warm manner.
• Answering visitors’ queries about the site and the local area by providing information about the site, its history, contents, offers and merchandise.
• 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 the 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; Collections Care, Gardening, golf and site repair employees/contractors.

Visitor Services/Retail/Events/Cashier duties (where applicable)
• To assist in achieving site retail/membership/events targets and KPI’s.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and Fife Properties as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the management.
• To assist with Heritage Hospitality events.
• To ensure good housekeeping in back of house areas.

JOB PURPOSE
To provide the highest degree of customer service: greet and welcome all visitors to the property; recruit new Trust members and promote fund-raising initiatives; deliver appropriate admissions procedures; and provide general visitor information.
To provide operational coordination of retail, admissions, visitor services, and events when required at Culross Palace in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.

A key aspect of this role it to support the commercial performance of the retail offer at Culross Palace by encouraging increased turnover and maximizing visitor enjoyment by offering a high quality service based on our customer needs and expectations. This role is essential to deliver excelled performance of retail and admission sales and the profitability delivers a positive contribution to the financial sustainability of Culross Palace.

Please note that the job involves some physical activity in the form of long periods of standing.

Some flexibility will be required as to when hours are worked and regular weekend working will be expected.

Is a key holder for the Townhouse shop and will be required to open/close the Townhouse shop and admission area.

SKILLS, EXPERIENCE & KNOWLEDGE
 No formal educational qualifications required – full training will be given.
 Excellent literacy and numeracy ability – preferably with previous cash-handling / form-filling work experience.
 Excellent empathetic skills and be a very able verbal communicator
 Demonstrable experience of working equally well on own initiative and within a team environment
 Demonstrable working experience dealing with a wide range of people – preferably in a front of house role
 Ability to think and act quickly when confronted with emergencies
 Personal commitment to high standards of customer care
 An understanding and commitment to the aims and objectives of the National Trust for Scotland
 Enthusiasm for Scottish heritage.
 Able to demonstrate a flexible approach to work.

We currently have vacancy based at the National Museum of Scotland. Your role will be working front of house, meeting and greeting visitors and helping them to have a great visitor experience. Previous experience of delivering high quality service to others is desirable, but more important to us is your confident, friendly and visitor focused disposition.

This role will be working on a part time basis of 17.5 hours per week. The post holder will work 5 days over 7 on a rotational basis. Please clearly outlined in your supporting statement if you wish to be considered for a permanent, or fixed term position. There may be additional roles available with more hours, all on days over 7 rotational basis, please state on your application if you would be interested in additional hours or not.

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.

Castle Fraser
Castle Fraser is situated in the foothills of the Grampian Mountains. Only 3 miles from the village of Kemnay the estate is set in the rolling farmland of Aberdeenshire with mixed forestry plantations nearby. The history of the Fraser family goes back to the 15th century with parts of the Castle itself date back to 1576.

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 Castle Fraser (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.

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.

Macduff Marine Aquarium is looking for a lively and efficient person to support our front-line team to deliver top a quality experience for all our visitors.

A wide-ranging role, the post includes working with and line managing our team of aquarium assistants, delivering talks and presentations to visitors and the aquarium’s digital audience, assisting with exhibit care as well as supervising the health and safety of visitors and staff. The post holder also provides backup to the aquarium management team. If qualified, there is the opportunity to be involved in aquarium diving operations.

The right person is highly motivated, an excellent communicator and pays attention to detail, with experience of supervising others and leading a team. Must be passionate about delivering excellent customer service and have a genuine interest in the marine environment