Full Time

PURPOSE OF THE ROLE

To support the garden and grounds team to ensure that the gardens and policies of Culzean Castle are managed and maintained as an internationally-recognised landscape of outstanding historical importance; contributing to the property’s overall conservation and development, and its enjoyment by visitors.

KEY RESPONSIBILITIES

• Ensuring the conservation and practical maintenance of the gardens and grounds.
• Ensure all work is delivered to the highest standard as agreed by the Head Gardener.
• Working with the rest of the Garden & Grounds team in preparing the estate for visitors’ enjoyment, this will include:
o Grass Cutting
o Strimming
o Weeding
o Assist with waste disposal, (ranging from domestic waste bins to large scale skip and recycling)
o Hedge Trimming
o Pathways, Boardwalk, small bridge repairs.
o Assisting with brush/ scrub/ tree clearance
o Other tasks as required

SCOPE OF ROLE

Technical
• Responsible for carrying out reasonable instructions given by the Head Gardener/Grounds person.

People Management
• Is not a line manager
• Will have regular daily interactions with members of the public of all ages and abilities

Tools/Equipment
• Will be a frequent user of driven vehicles such as tractors, ride-on mowers, Grounds vehicle and other maintenance equipment
• Will be a frequent user of hand-tools such as spades, forks, picks, rakes

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
• A full clean driving license, valid for driving within the UK

Skills, Experience & Knowledge Essential
• Sound knowledge of basic tool and machinery use and maintenance;
• Ability to learn good Health and Safety processes and procedures and the ability to work effectively within these processes;
• The ability and confidence to interact politely with visitors & skills in dealing with people generally. The ability to represent the Trust when speaking with visitors.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• 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
• Experience of working within an estate team
• Experience of using garden and estate machinery such as, mini tractor with attachments, Brush Cutters, Strimmers and ride on lawnmowers.

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.

Applications

Interested applicants should forward a completed application form to Human Resources Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road, Edinburgh, EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post by Friday 10th February 2023.

JOB PURPOSE
To provide operational coordination and supervision of catering at Leith Hall 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.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and, with delegated responsibility for catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Catering offer, including ordering, merchandising, sales targets;
• Line management of Visitor Services Assistants and volunteers
• Duty management and oversight/maintenance of the property
• Ensure the property social media is managed to generate interest, engagement and help drive visitors
• Security of the Property;
• Health & Safety procedures, emergency procedures, and environmental procedures;
• Deputising for the VSS Operations on-site and off-site as required

Responsible for day to day financial administration at the property, including
• Ensuring the completion of Cash/till reconciliation;
• Week-end reports and reconciliation;
• Completion of the banking and all cash handling processes

Supporting the VSS Operations with
• recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications

• No formal educational qualification required (but see “Experience” below);
• A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge

Tools/equipment and cleaning chemicals:
• Occasional user of cleaning chemicals.
• Expected to become familiar with and comply with the property’s Health and Safety policies or ‘ Safe Systems of Work’

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision, to a high and safe standard.
• Experience of working in an catering role, including supervision of staff and/or responsibility for specific activities;
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands;
• Proven sales skills with the ability to achieve targets;
• The ability to think and act quickly when confronted with emergencies;
• Competent user of Microsoft Office products;
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Ability to be flexible and adapt working patterns and tasks to meet day-to-day variations in property needs.
• Ability to adjust pace to match customer flow without compromising quality of service.
• Excellent front of house persona – warm, welcoming, patient and understanding.
• Excellent selling skills.
• Ability to do basic cooking.
• Genuine belief in the value of good customer service.
• Ability to be proactive and to take the initiative.

Desirable:
• Access to own transport
• Basic Food Hygiene Qualification
• Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation.

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.

Applications
Interested applicants should forward a completed application form to the People Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post (i.e. 10.00am) on 10th February 2023.

JOB PURPOSE

To provide operational coordination and supervision of retail, admissions, membership recruitment and visitor services at Drum Castle 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 Drum Castle 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 Drum Castle.

The Visitor Services Supervisor plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

The successful candidate will be expected to work weekends

The post holder will be a key holder and expected to provide duty manager cover when required.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Supervising/undertaking the day-to-day operation of the Castle and environs to ensure an excellent customer/visitor experience. This includes:

o Oversight/maintenance of the visitor experience;
o Ticketing for events and groups;
o Admin, banking, Duty management,
o Membership sales (to targets), retail sales (to target) and general customer service (individuals, education visits, other groups);
o Housekeeping and security of the Property;
o Health & Safety procedures, emergency procedures, and environmental procedures;

• If delegated duty manager, responsible for day to day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of the banking processes, and reporting of working hours for payroll.

• Merchandising & Promotions Management: Ensuring all retail merchandise is clearly priced and that all retail promotions, marketing material, admission prices and licensing legislation are clearly displayed at all times and that this information is cascaded to all relevant teams.

• EPOS management: Supporting property staff to operate the EPOS system effectively and adhere to operating procedures; Analyse and interpret sales and stock data from EPOS and use to optimise income opportunities and pass onto PM to drive this through.

• Effective Retail Stock & Space Management: Manage stock availability, ensuring the property has the right stock and is managed effectively. Utilizing key data (from EPOS) to assist in the plan of the retail footprint at the property in line with the property’s visitor profile;

• Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets;

• Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• No formal educational qualification required (but see “Experience” below);

Desirable
• A formal qualification / appropriate experience in Retail, Hospitality, Tourism or Event Management

Experience

Essential

• Previous experience of working in retail management, operations/admin role in the visitor/heritage attraction industry
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions;
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands;
• Proven sales skills with the ability to achieve targets;
• The ability to think and act quickly when confronted with emergencies;
• Competent user of Microsoft Office products;
• Current driving license valid for driving in the UK.

Desirable

• Previous event coordination experience
• A genuine understanding of and belief in, the work of the National Trust for Scotland;
• Access to own transport.

DIMENSIONS AND SCOPE OF JOB

Finance Management
• The Visitor Services Manager is the budget-holder but the Visitor Services Supervisor may have delegated management of an element of this budget

Tools / equipment / systems
• You will be required to use electronic EPOS systems, as well as other online systems for the reporting of income, visitor numbers and sales.

Example key performance indicators and targets
• You will be responsible alongside the Visitor Services Manager for the financial retail, catering and admissions targets.
• You will be responsible along with the rest of the Operations team for visitor service metrics showing high levels of visitor experience and enjoyment (such as mystery visits, annual surveys and on-line visit responses)

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.

Applications
Interested applicants should forward a completed application form to the People Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cutlins Road, Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post (i.e. 10.00am) on Friday 10th February 2023.

JOB PURPOSE
The role of Engagement Ranger will combine responsibilities on nature conservation, visitor services, learning and community engagement and contribute to the delivery of the National Trust for Scotland’s conservation and operational objectives at the Culloden Cluster.
CONTEXT
The Culloden Cluster includes Culloden Battlefield Visitor Centre, Abertarff House in Inverness and Hugh Millar’s Birthplace Cottage and Museum

The Engagement Ranger role is positioned to provide an ‘on the ground’ support to the wider properties in the cluster but will be primarily based at Culloden. Working as part of the estates team they will provide support in the day to day care of our conservation grazers and deliver outdoor engagement activities throughout the year in conjunction with our onsite engagement team.
Overall, this will be in pursuit of the following outcomes for and with the natural heritage cared for by the National Trust for Scotland:

• Habitats: Assist with the protection of the habitats in the cluster’s care, monitoring of our skylark and wildlife populations and caring for the mixed conservation grazing fold on the moor.
• Visitors and learning: Enable more people to experience cultural and natural heritage more often, get more out of it & put more back into it.
• Communities: Work with communities living on or close to our land or with an interest in our land so that they collaborate with us to help achieve our natural heritage outcomes.
• Built heritage: Work with the Estates Team to protect the built and archaeological heritage in our care and use them to help us explain the “habitats” outcome and achieve the “visitors” outcome.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Combine responsibilities across the following areas of work by facilitating and overseeing on a daily basis the work of others, i.e. visitors, contractors and volunteers
• Nature conservation.
o Assist in the management and care of the conservation grazing fold (mixed fold of cattle, goats and horses)
o Survey wildlife and countryside habitats and feed this knowledge into projects and management decisions.
o Assist with the maintenance and management of habitats, wildlife, and countryside estate infrastructure on a day to day basis (e.g.: paths, gates, signs, vegetation management) to achieve ecological, visitor service and safety outcomes.
• Visitor Services.
o Provide information to visitors to encourage and help people get more out of their engagement with natural heritage and give more back to it including “upselling” (e.g.: of membership, guided tours, specific events) using face-to-face presentation and/or by other means of interaction.
• Community engagement.
o Working with the Visitor Services Manager Estate and Visitor Services Manager Engagement to communicate with local stakeholders, businesses, local / regional agencies and others to increase understanding of their and our aims and develop collaborative working relationships/partnerships to help deliver the Trust priorities.
• Learning.
o Deliver and develop educational and outreach activities and develop an events programme on site or to the local community to promote the island’s cultural and natural heritage and to communities of interest including for volunteers.
• Other responsibilities specific to the role.
o Management of practical conservation and wildlife recording.
o Develop and deliver visitor safety in the countryside.
o Engagement and involvement with projects as required.
o Embody the Trust’s values.

OTHER DUTIES
The role is one for which the duties/responsibilities/accountabilities of the role will require staff to become a member of the Protection of Vulnerable Groups (PVG) scheme.

DIMENSIONS AND SCOPE OF JOB

People Management
 Day to day responsibility for engagement with visitors, contractors and volunteers working within the property portfolio as required.
 Will liaise with other property colleagues, contractors, and the local community and will have some interaction with other technical/specialist advisory colleagues based in other locations and departments.

Finance Management
• Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in allocated areas.
• Ensure all general administrative tasks are undertaken efficiently, effectively and timeously.

Tools/Equipment
• Will be frequent user of machinery, tools, vehicles and equipment subject to appropriate training.

Physical Environment
• Responsibility for implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• Responsibility for working in a manner mindful of the Trust’s environmental obligations in working towards reducing the impact on the island in relation to efficient use of water/heat/light, recycling and waste disposal, considered use of transport.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key functions of the post. In addition, either knowledge of or experience in the following is required:

Qualifications

 Undergraduate level qualifications or equivalent experience in one or more of the following subject areas: nature conservation, rural studies or outdoor education,
 A full, clean driving licence for driving in the UK is essential.
 Criminal records (Disclosure Scotland) checking and clearance essential for safeguarding of children/vulnerable adults.
 Experience of managing safety in the countryside.

Essential:
 Previous experience working in outdoor education or ranger post.
 Practical experience of maintenance of rural estates infrastructure.
 Experience of interacting with a wide range of staff, volunteers, visitors, educational groups and other stakeholders.
 Working knowledge of Scottish habitats and species and of ecological survey and monitoring techniques.
 Working within a small team and lone working.
 Experience of working with either cattle, horses or small farm animals i.e. goats
 Sound knowledge of Microsoft and social media technology.
 Excellent interpersonal skills, with an ability to build strong, professional relationships with a wide range of stakeholders.
 A pro-active approach to driving forward ideas and projects designed to improve daily operations or enhance visitor experience.
 Proven track record in delivering exceptional visitor experience within a countryside setting.
 A genuine understanding of and belief in, the work of the National Trust for Scotland, particularly with regard to the management of Highlands and Islands estates.

Desirable:

 Previous experience of designing and developing of outdoor learning activities for a range of ages and stages
 Good understanding of the Curriculum for Excellence and Community Learning and Development.
 Experience of working with a conservation grazing programme.
 Archaeological understanding.
 Experience of leading groups of volunteers and visitors in an outdoor activity/learning environment.

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.

Applications
Interested applicants should forward a completed application form to Human Resources Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road, Edinburgh, EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post (i.e. 10.00am) on Friday 10th February 2023

JOB PURPOSE
To provide operational coordination and supervision of retail and visitor services, 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.

The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for retail, and duty management is very often the “face” of the Trust to visitors and suppliers. As such, this role directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

 Supervising/undertaking the day-to-day operation of the visitor services and guest services function. This includes:
o Supervision of the retail and guest services offer (stock ordering, merchandising, sales targets and the management of back-office functions).
o Ticketing; on-line and walk-in.
o Membership sales (to targets) and general customer service (individuals, education visits, other groups).
o Housekeeping and security of the Property.
o Health & Safety procedures, emergency procedures, and environmental procedures.
 Responsible for day-to-day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of the banking processes, and support reporting of working hours for payroll.
 Supporting the Operations Manager with the recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfil their roles to the standards required and that they feel valued, respected and supported.
 Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.
 Supervise the volunteers and actively seek out additions to the volunteer pool for the property.
 Responsible for local community engagement, growing relationships and co-ordinating mutually beneficial events.
 Support Collections Care to deliver and maintain the conservation cleaning and care of the collections, the historic interiors and other collections spaces to a high standard.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
 No formal educational qualification required (but see “Experience” below).
 A full, clean driving license for driving in the UK.
 Significant previous experience of working in an operations role in the retail/visitor/heritage attraction industry – including supervision of staff and/or responsibility for specific activities.
 Previous event co-ordination/management experience.
 Strong personal belief in the value of excellent customer care with the ability to translate this into actions.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Reviewing and overseeing Health & Safety documents (e.g. risk assessments).
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 UK driving licence.

This role is one for which the duties, responsibilities or accountabilities of the role do require you to become a member of the Protection of Vulnerable Groups (PVG) scheme, administered by Disclosure Scotland, as this role involves regulated work with children.

Desirable
 A formal qualification in Hospitality, Tourism or Event Management.
 A genuine understanding of and belief in, the work of the National Trust for Scotland.
 Access to own transport.
 Experience of community engagement and using social media in a workplace context.
 Experience in supervising volunteers.
 Conservation cleaning and care of collections.

DIMENSIONS AND SCOPE OF JOB

People Management
 Direct line management responsibility for four members of staff and current two volunteers.
 Welcoming and provision of facilities for property visitors and events visitors.
 Working closely with specialist Trust staff based at local and central support bases to ensure Trust policies and standards are implemented.
 Positively engaging with all visitors and the local community to maintain and grow relationships.
 Grow the pool of active volunteers across all areas of the property.

Financial Management
 Not a budget holder.
 Will be required to use Trust systems for the purpose of raising PO’s.
 Cash handling and reconciliation of till.
 Banking procedures.
 Processing of membership enrolments.
 Timely completion of property payroll timesheets.

Tools / equipment / systems
 Use PC/Laptop for access to NTS intranet, all relevant NTS on-line systems and 3rd party sites (e.g. Eventbrite).
 Use EPOS tills to process retail and admissions

The Purpose, Context, Key Responsibilities, and Person Specification 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.

Applications

Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post Friday, 10th February 2023.

JOB PURPOSE

To provide operational delivery of the visitor experience and supervision in the Food & Beverage department at the Stables Café, Dairy and on site Events in line with the Trust’s policies. Delivering Performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable.
The Visitor services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and with delegated responsibility for catering duty management is very often the face of the Trust to visitors. As such directly influences public perceptions of the Trust and is significant to developing and maintaining the property’s reputation

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
Catering Operation
 Lead with menu development and the preparation and presentation of a high-quality food and drink offer.
 Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related record-keeping.
 Create and run food led events throughout the year to support over all business goals.
Visitor experience
 Offer excellent customer service and ensure all members of the team do the same.
 Support property-wide targets for completion of visitor surveys to understand more about our visitors.
 Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor, addressing issues and emergency procedure and providing relief cover, as required.
Line management of Visitor Services Assistants
 Duty management responsibility including open and close of all on site facilities.
 Ensure the property social media is managed to generate interest and help drive visitor engagement.
 Support the informal learning and community engagement / outreach activity.
 Security of the Property.
 Ensuring the completion of cash/till reconciliation.
 Week-end reports and reconciliation.
 Completion of banking and cash handling processes.
 Health & Safety procedures, emergency procedures, and environmental procedures.
 Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
 Recruitment; induction; development; and management of all visitor services employees. Ensuring that they understand role responsibilities and are equipped to fulfill the role to the standards required.
 Ensure the team feel valued, respected, motivated and supported.
 Supervising the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through induction, training, task-setting and coaching on front and back if house.
 Prepare catering rotas to meet business needs.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service skills.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Food and Hygiene Qualification.
 Current First Aid certification (or willingness to train and use).
 A formal qualification in Catering, Hospitality, Tourism or Event Management.
 A recognised SQA Licensing Qualification e.g. Scottish Personal Licence Holders Certificate and Personal License.

DIMENSIONS AND SCOPE OF JOB

Finance Management
 Share responsibility for achieving the catering budget together with the F&B Manager.
 Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
 Supervise daily café till operations and perform end-of-day income reconciliation.
 Assist the F&B Manager with menu costing and stock-taking.

Tools / equipment / systems
 Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
 EPOS tills and chip and pin machines.
 Fully equipped commercial catering kitchens.
 Use of internal finance and banking systems.

Performance indicators and targets
 Weekly, monthly and annual sales and cost of sales targets.
 Food compliance standards and record-keeping.
 Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback.

The Purpose, Context, Key Responsibilities, and Person Specification 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.

Applications
Interested applicants should forward a completed application form by email via workforus@nts.org.uk by 10th February 2023.

JOB PURPOSE
To provide operational coordination and supervision of catering, retail, visitor services, and events at 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.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
Catering Operation
 Lead with menu development and the preparation and presentation of a high-quality food and drink offer.
 Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related record-keeping.
 Accountable for cost-effective stock management, ordering, storage and wastage control.
Visitor experience
 Offer excellent customer service and ensure all members of the team do the same.
 Support property-wide targets for completion of visitor surveys to understand more about our visitors.
 Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues and emergency procedure and providing relief cover, as required.
Line management of Visitor Services Assistants and volunteers
 Duty management and oversight/maintenance of the property.
 Ensure the property social media is managed to generate interest, engagement and help drive visitors.
 Support the informal learning and community engagement / outreach activity.
 Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups).
 Security of the Property;
o Ensuring the completion of cash/till reconciliation.
o Week-end reports and reconciliation.
o Completion of banking and cash handling processes.
o Health & Safety procedures, emergency procedures, and environmental procedures.
o Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
o Recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
 No formal educational qualification required (but see “Experience” below).
 A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
Essential
 Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service skills.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Food Hygiene Qualification.
 A formal qualification in Heritage Management, Hospitality, Tourism or Event Management.

DIMENSIONS AND SCOPE OF JOB

Scale
 Responsible for all areas of the property. This includes the cafe, apartments, retail and the museum.

People Management
 Responsible for supervising up to 12 team members (mixture of permanent and fixed term). All VSAs are café based but trained to work in all areas of the property. On a normal day there will be 4 staff members on at any one time.
 Currently the property has over 60 volunteers. As a supervisor you will be responsible for managing no more than 5 at any one time. The shifts in the house are either morning (10am-12:30pm) and afternoons (12:30-3pm). As a supervisor you will be responsible for their safety, inductions, and training.
 In the Edinburgh cluster there are 2 other properties which can impact on your role. On occasion supervisors can assist these properties when support is required.
 It is important to develop good relationships with key suppliers and stakeholders.
Tools / equipment / systems
 As a supervisor you will be required to use various systems for your role. These include EPOS (for till process, admissions, and retail), MIDAS (recording deliveries), word processing and spreadsheets
 Use of financial systems to process purchases and to process invoices.

We are looking to recruit a Head Conservation Housekeeper. The ideal candidate will come from a background of conservation housekeeping within a museum or historic house environment, with at least 2 years experience.
They shall be expected to organise and assist with conservation of the castle, with our archivist and housekeeping team. Cleaning duties in all areas of Blair Castle. As a frequent contact with our visitors is part of the daily routine, a smart appearance and a high standard of customer care are expected.

Duties will include; Monitor and rectify if necessary housekeepers performance, demeanour and attitude towards visitors.
Monitor and rectify if necessary housekeepers awareness of their security responsibilities.
Monitor and rectify if necessary housekeepers’ attitudes towards timekeeping.
Resolve minor disciplinary incidents directly involving the team and refer any incidents with wider implications or that require recording to the head housekeeper.
Carry out the conservation cleaning programme and general housekeeping as devised and directed by the Housekeeping & Castle Manager in all areas of the building
Take an active role in monitoring the condition of all items and report immediately any signs of deterioration
Undertake the conservation cleaning and dust protection of items of furniture, ceramics, metalwork, carpets and tapestries as directed by the Archivist
To assist with general housekeeping and cleaning duties, including vacuuming and dusting, working with extra care around antique and museum items in the castle.
Cleaning of all public areas including the castle exhibition.
Daily deep cleaning and daily maintenance cleaning of toilets.
Cleaning staff areas
Assistance and support to other teams within the Castle enterprise as required.
Comply with health & safety directives and organisational policy, including regular fire drills.
Comply with organisational policy for green tourism and recycling policies.
Attend team meetings and training sessions as required including after hours sessions – reasonable notice is given and staff are paid for their time.
Monitor and record environmental conditions of exhibition rooms.

Please send your cv to kerryw@blair-castle.co.uk to apply

JOB OUTLINE
A varied role designed to deliver the warmest welcome to visitors, ensuring a positive visitor experience by assisting with Front of House duties and engagement within the Marine Discovery Centre. The Outreach and Communications team are responsible for ensuring that all our stakeholders and visitors have an exceptional experience in line with our mission statement both onsite at the Discovery Centre and offsite at events and on-board COAST Explorer.