Full Time

The VEA will work closely with the Visitor Experience Supervisor to ensure the Club’s standards are always met. Museum tours, Ibrox Tours and customer service within the gift shop will form most of this role. The successful candidate will be one of the first points of contact for visitors. Having the knowledge and ability to respond effectively to inquiries, sell tickets, discuss events, and have product knowledge of the retail goods, will be vital. Having a deep understanding of Ibrox tours and the museum content will also be essential. This role will be best suited to individuals who share a passion for football and football heritage.

The Black Watch Castle and Museum is 5 star award-winning visitor attraction comprising The Black Watch Museum, Castle Bistro, and Gift Shop. An opportunity has arisen for a forward-thinking, dynamic individual to join our small but innovative team as a Learning and Audience Officer. Your role will be to lead the development and delivery of our education service, annual events programme, and community engagement initiatives.

PURPOSE OF JOB
To take the lead on developing new and existing audiences for the Museum in order to increase access to and engagement with our collection and events programme.
The delivery of a high quality learning service to the public, including to local and regional schools.

MAIN DUTIES AND RESPONSIBILITIES
Under the supervision of the Museum Curator, the main duties of the Learning and Audiences Officer are:

• To develop, manage and implement formal learning at the Castle and Museum, i.e. hosting school groups, youth groups; developing teacher’s packs and other schools resources; and developing loans kits

• To develop, manage and implement informal learning at the Castle and Museum, i.e. family activities, birthday parties and outreach activities

• To develop, manage and implement events at the Castle and Museum, i.e. family events, Festival of Museums, Open Doors, and our Lectures Series

• Discover new ways to interpret the collections to engage with new and existing audiences

• To support marketing activities by contributing to social media content relevant to your role

• Other tasks may be required as determined by the needs of the business

Full Time | 30 months fixed term

To apply please send your CV and covering letter to curator@theblackwatch.co.uk

3 positions – Full-time and permanent
Plus 1 position – Fixed term to 30 September 2023
Salary £27,119 – £29,582 per annum (Band 6)
Pay award pending plus generous benefits package 

About the role

Every day we create connections with our visitors and our colleagues. From world class art to extraordinary buildings, we have plenty to inspire people at our galleries – the National, Portrait, and Modern.

If you have proven supervisory experience working in a visitor attraction, or in the retail or hospitality sector combined with excellent interpersonal and communication skills, we want to hear from you.

We’re looking for an experienced Supervisor with a people-focused approach to lead, coach and inspire a team of Gallery Attendants to deliver an exceptional visitor experience through strong leadership while helping keep our people, art, and buildings safe and secure.

The difference you’ll make 

Our Vision

National Galleries of Scotland Security and Visitor Services Team provide an exceptional visitor experience and service. The team embodies our strategy ‘We make art work for everyone’, in protecting our art, people and our buildings and ensuring an inclusive welcome for all.

Our Mission

National Galleries of Scotland Security and Visitor Services team exists to enable our visitors to explore, experience and enjoy our artwork safely and securely at our various Galleries. The department has three key areas of responsibility:

Visitor Engagement: aiming to deliver an exceptional experience to all our visitors in a welcoming, inclusive, and informative environment.

Security: endeavouring to keep people, our buildings and works of art safe, responding effectively to risk.

Income generation: encouraging donations, selling tickets for paying exhibitions, and signing up visitors to our Friends scheme.

Working with Operations Managers across our Galleries, you will take responsibility for contributing to the smooth, safe running of our Galleries and your duties will include:

Operations Management

Motivate, coach, and manage Gallery Attendants to ensure an exceptional standard of visitor and artwork care, safety, security and building presentation.

Act as Duty Manager on a rota basis when required supporting Operations Managers to deliver all aspects of public and asset safety and security and visitor care during opening hours.

Communicating effectively and proactively across departments, gathering, and sharing information with other visitor-facing colleagues.

Being prepared to assist in safe evacuation of our buildings in the event of any incident or emergency.

Visitor Engagement

Support Gallery Attendants and other visitor-facing staff by responding to and dealing effectively with visitor queries or complaints, taking prompt and appropriate action to resolve any issues.

Have an up-to-date knowledge of all NGS exhibitions, displays and events, and coach and develop Gallery Attendants to gain and use their expertise to enhance visitor experience.

Team Management/Leadership

Lead a team of Gallery Attendants including recruitment, induction, training, development, and performance.

Lead the Gallery Attendants team to ensure that best practice is followed regards health, safety, and wellbeing.

Support colleagues working as Security Supervisors.

Who we are looking for

In answering our quick questions tell us more about you, how you meet the requirements, and what you will bring to the role. This will be your opportunity to stand out as well as tell us what you are looking for from us. To succeed in this role, you’ll need the following range of knowledge, skills, and experience:

While an interest in art would be great it’s not essential. However, you must have previous experience of successfully supervising teams within a visitor experience, Retail and/or customer service organisation.

With experience of managing performance, you’ll be interested in people and be confident in engaging with staff to provide motivation and inspiration to deliver information.

A creative and pragmatic approach to problem solving, you will work well in a busy environment with strong organisational skills.

Ability to prioritise your own and the team’s workload.

Excellent communicator with outstanding interpersonal and written skills.

Ability to respond to any unexpected situation in a calm and professional manner.

High degree of IT skills, proficient in MS Office.

A fair, consistent, and helpful approach in dealing with staff and public.

It would help if you also have:

First Aid qualification, or willingness to undertake training to obtain.

Knowledge of another language (e.g. Gaelic) is desirable but not essential. 

For more information and to apply, please visit our careers pages.

The closing date for completed applications is 12 noon on Monday 22 May 2023.

JOB PURPOSE

This job exists in order to manage and develop Mar Lodge’s functions and events business, corporate/private hire and sporting client support. The Visitor Services Supervisor will ensure income opportunities are maximised in the context of consistently high standards of customer care and lodge presentation.

Functions at Mar Lodge can range from intimate family dinners and tours to large corporate events and weddings for up to 200 guests. Every function requires the same level of planning and care, in order to deliver an outstanding product to our clients. As Visitor Services Supervisor you must have good self-motivation and organisational skills, and be able to lead a team of staff and external contractors, to deliver events in a smooth and professional manner.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The key purposes of the job will be met by:
• Developing and managing relationships of trust with potential and existing corporate and private hire clients, such that Mar Lodge continually develops and maintains its status as a ‘destination’ venue, renowned for its excellence of customer service.
• Supervising teams which include members of other Mar Lodge departments and outside contractors such that there is absolute clarity of objectives, tasks and standards; and ensure their delivery towards a collective goal.
• Developing and managing the functions business to increase income as part of the property’s drive for sustainability and help raise the profile of the work of the Trust at Mar Lodge in its wider context.
• Managing allocated budgets to ensure that income targets are met, or exceeded, and that expenditure is prudent and ‘value for money’
• Maintaining and recording all communication pertaining to functions and events, such as dealing with emails, keeping the event diary up to date and informing relevant departments of planned activities.
• Managing equipment and supplies, such as banqueting furniture, catering equipment and supplies, to ensure the operational efficacy of the Lodge.
• Working within the Health & Safety regime to ensure the H&S of staff/volunteers, clients and visitors within the context of the Trust’s “Safe System of Work” regime.
• Coordinating, supervising and personally participating in the delivery and staffing of weddings, functions and events with the advice and support of the Visitor Services Manager and other team members.
• Demonstrating responsibility and accountability that all functions and events are in line with the Trust’s Environmental Policy and being mindful of the Trust’s obligations to minimise the impact on the environment through efficient use of water/heat/light, recycling and disposal of waste and considered use of transport.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential
• Event Management experience demonstrating organisational, time management and coordination skills
• Proven sales skills with the ability to achieve targets
• Strong personal belief in the value of excellent customer care with the ability to translate this in to actions
• Excellent team worker with the ability to work constructively between different teams, and lead and motivate others
• Effective verbal and written communication skills combined with confidence in dealing with a wide range of customers
• Hard working and willing to keep a flexible work pattern
• A willingness to work with and support other departments as and when the need arises
• An understanding and commitment to the aims and objectives of the National Trust for Scotland
• Competent user of Microsoft Office products
• Hold a clean and current UK driving licence.

Desirable
• A formal qualification in Hospitality or Event Management
• Personal licence holder (or be willing to train)
• Current First aid certification (or be willing to train and use)
• Current food hygiene certification (or be willing to train)

DIMENSIONS AND SCOPE OF JOB

• The post involves some physical activity including prospective client tours of the facilities and lifting and carrying. The Lodge is split over several levels, many of which are not accessible other than by the stairs.
• Due to the nature of a hospitality/functions business frequent evening and weekend work can be expected.
• The post-holder may be required to undertake errands around the estate and to/from local businesses as well as attending meetings at other Trust venues, practical only by vehicle.

The Key Responsibilities, Scope of Job, and Required Qualifications, 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.

JOB PURPOSE
This job exists in order to ensure that Mar Lodge, Stag Ballroom, Chapel, offices and associated let cottages are cared-for and presented to the very highest standards of domestic cleanliness and collections care. 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.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The Key Purposes of the Job will be met by:
1. Undertaking the domestic cleaning of the Lodge, the Ballroom, the kitchens, preparation spaces, toilets, Claybokie and Creag Bhalg cottages, the Stables complex including the Bunkhouse, public/shared spaces, and office spaces – to consistently achieve high standards of cleanliness and present an acceptable living/visiting/working environment for staff and visitors alike;
2. Servicing the let apartments within the Lodge, and Claybokie and Creag Bhalg cottages to ensure that they meet high client expectations. Duties may include, but are not limited to, the following :
• dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors
• dusting/wiping of sills, skirtings, door, and window frames
• vacuuming, sweeping, mopping, polishing of floors
• cleaning of windows
• cleaning of lavatories, sinks, etc
• changing of bed linen and towels, and making of beds
• cleaning of bathroom/toilet areas and fittings
• cleaning of kitchen areas and equipment
• checking functionality of lighting, heating, TV/radio etc
• replenishing of welcome/hospitality trays, and consumables
• cleaning and providing clean laundry for each occupancy
• disposal of general household waste
3. Assisting with the collections care of the Lodge, the Ballroom, Claybokie and Creag Bhalg cottages, and collections stores to ensure that all housekeeping is undertaken within the context of the Trust’s preventative conservation and collections management regimes;
4. Working within Health & Safety regime to ensure the H&S of staff/volunteers, clients, and visitors within the context of the Trust’s “Safe System of Work” regime;
5. Reporting all H&S hazards, fire risks, and instances of damage and wear and tear issues promptly to the Visitor Services Manager and/or Head Housekeeper.
6. The staff will be expected to participate in a “Duty” rota to ensure that visitor’s needs outwith normal working hours are supported.
7. Providing support to enable functions and events to be successfully delivered

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
No formal educational qualification required.
Skills & Experience

Essential
• Sound previous housekeeping experience
• Cleaning and presentation of public areas or holiday-rental accommodation to the highest standards
• Evidence of acting to identify health and safety issues, required repairs, damage etc.
• Personal commitment to high standards of cleanliness
• Personal commitment to excellence in customer care
• Flexible, helpful outlook to customers and colleagues
• Attentive to detail with an eye for presentation and finish
• Ensure that all activities undertaken are compliant with the Trust’s health and safety policies
• Excellent interpersonal skills, with an ability to get along with a wide range of people
• This is a physical job, which will normally include use of vacuums, carpet cleaners, mop and bucket, lifting, fetching and carrying laundry and objects as well as the ascent and descent of stairs
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working
• An understanding and commitment to the aims and objectives of the National Trust for Scotland
• The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
• The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
• An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.

Desirable
• Certificate(s) of attendance at recognised collections care courses e.g., those run by the NTS, The National Trust, or the Museums Association
• Previous experience of collections care within an historic interior environment.
• Driving licence.

JOB PURPOSE
To maximise our visitors’ enjoyment of Mar Lodge Estate by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the property and its assets are clean, tidy, protected and safe.
This exciting and varied role will support our rangers, visitor services, events and holiday let activities when required, helping to make 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 estate/property in a friendly, efficient and knowledgeable manner, answering queries and providing information about the property, facilities and the local area.
• Provide a positive visitor experience to the estate by assisting with housekeeping, carparking, property checks, tours, events and onsite activities when required.
• By maintaining excellent standards of service, optimising opportunities to generate income, and ensuring that the site and its assets are safe and secure you will be a vital part of furthering the valuable work of the National Trust for Scotland
• 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;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act.

To maintain excellent standards of site and personal presentation at all times
• To assist with the general ongoing operational servicing and delivery of visitor facilities across all areas of the property, including our car parks, public toilets, public rooms and spaces, holiday accommodation and other outlying visitor facilities throughout the property.
• Ensuring the property is clear of debris, rubbish etc and that signage is befitting of a Trust property
• Ensuring the property is ready to accept and welcome visitors by the set operational times
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager
• Participate in a duty rota to ensure that visitor’s needs out with normal working hours are supported.

Other duties (where applicable)
• To assist in achieving site events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To work flexibly across departments and sites as needed.

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required.

Skills, Experience & Knowledge
Essential
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills and personal standards.
• Excellent “front of house” persona – warm, welcoming, patient, understanding with a flexible and helpful outlook.
• Be responsible and proactive, ensuring all day-to-day tasks are completed as instructed
• Demonstrable excellent time management skills and the ability to prioritise.
• Ability to work within a team or independently to a high and safe standard
• The ability to take the initiative and address problems or deal with tasks as they arise.
• Full UK driving licence and access to own transport
• Living the values of the National Trust for Scotland and encourage colleagues to do the same
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.

Desirable
• Experience in housekeeping or equivalent.
• Recognised First Aid Qualification
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• A passion for Scottish heritage and history