Full Time

1 position – Full-time, Permanent
1 position – Fixed term until 24 September 2023
Salary £22,845 per annum + Shift Allowance
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 previous experience with excellent customer service skills, we want to hear from you. We’re looking for an experienced Security Attendant. You will be working across all four of our amazing Galleries based in the heart of Edinburgh. You’ll be part of our enthusiastic and dedicated team.

The main purpose of the Security & Visitor Engagement team within the Galleries is to provide security for the displays and to welcome, assist and ensure visitors always have a safe and enjoyable visit whilst keeping our art secure.

The difference you’ll make

In all that you do, you’ll support the team, reporting to the Shift Supervisor you will:

– Supervise members of the public to ensure the safety of the collections and regulation of those failing to comply with the Gallery’s conditions of entry.

– Provide a high standard of visitor care, maintaining a professional front and being the public face of the National Galleries of Scotland. Welcoming visitors, answering queries and orientation.

– Staffing fixed duty or access points including searching incoming baggage or containers as necessary.

– Monitor fire and security alarm panels, CCTV systems and maintenance of accurate records.

– Ensure the safety and security of the collection by visual monitoring and operation of control room equipment.

– Assist the public in emergency situations.

– Supervise contractors and tradespeople.

– Patrol the galleries in silent hours and dealing effectively and calmly with situations as they arise.

– Light cleaning and portering duties.

– Adhere to Health and Safety guidelines.

– Be proactive in keeping up to date with our exhibitions, events and displays and to engage with the public on these, whilst also remaining vigilant.

Who we are looking for

To succeed in this role, you’ll need the following range of knowledge, skills, and experience:

– Previous experience of working within a Customer Services environment
– Excellent interpersonal / communication skills (written and oral)
– Ability to use initiative
– Flexible approach to the job
– Enthusiasm
– Helpful manner with colleagues and the public
– Team player

It would also be great if you have:

– Security experience
– Knowledge and appreciation of art
– First Aid qualification or be willing to undertake training to obtain
– Willingness to work occasional overtime assisting at evening functions
– Good I.T. skills
– Full driving licence

The closing date for completed applications is 12 noon on Friday, 28 July 2023.

Please apply directly via our website.

We are looking for a dynamic storyteller, passionate about creating lasting memories.

You will proactively acknowledge every visitor with a warm, genuine welcome
You will anticipate every visitor’s needs so that no-one is disappointed
You will connect with each guest personally to make them feel valued
You will uphold outstanding levels of service to overcome any problem or challenge
You will ensure the customer experience you offer is never just fine, it’s always
excellent

What about you?
A confident, outgoing storyteller with a natural character
An engaging communicator overflowing with a warmth of spirit
An inquisitive, keen learner with a thirst for knowledge
A passionate and enthusiastic presenter
A hardworking, flexible problem solver determined to raise the bar
A cheerful and outgoing host ready for a double measure of fun!

What will you be doing?
Enthusiastically leading tours, ensuring everyone has a memorable experience
Proactively welcoming customers and proudly promoting the whole attraction
Selling tickets from our box office and offering advice to customers
Selling and serving in our Gift Shop and Scotch whisky bar, giving
knowledgeable recommendations
General housekeeping to keep our bar, tour and shop looking their best!

Contract Full-time 36.25 hours per week
Hours rota based, includes evenings and weekends
Salary £11.45 per hour, increasing to 11.90 with experience

You will be busy; on your feet all day and you will be
learning lots! Our friendly and supportive team will
look after you and encourage you to reach your full
potential through regular training and coaching.

What about us?
We are a team of friendly and passionate storytellers in a five-star visitor
attraction. We exist to make the world fall in love with Scotch whisky! Why
not have a look around our website, or to get a better feel for our team’s
enthusiasm, expertise and personality, why not read our blog?
Our visitor assistant team work together to connect everyone- from absolute
beginners to connoisseurs- with Scotch whisky.

Interested?
Do you think you’d bring something special to our team? Then we’d love to
hear from you! Maybe you’ve worked in tourism before, or perhaps you
speak a foreign language. If so, your application will really stand out. But this
isn’t essential; just tell us why you’d love to join our team.

National Museums Scotland is one of the leading museum groups in Europe with one of the largest and most diverse collections in the world!

We are looking for enthusiastic, passionate, honest, service-driven individuals to join our team.

Benefits of joining us as our Visitor Experience Team Leader will include:
• Civil service pension (26.6% employer contributions!)
• Generous Annual leave (28.5 days – rising to 33.5 after 5 years) as well as an
additional 8 days public holidays! (Pro rata where applicable)
• Cycle to Work scheme
• Free access to national (and international) museums and exhibitions!
• Exclusive discounts on both local and national High Street and online retailers

About the Visitor Experience Team role:
Working at the National Museum of Flight in East Lothian you will provide a 5 Star customer experience for all of our visitors by leading a team of Visitor Experience Assistants by example, encouraging them to have a strong customer focus in all that they do.

As Visitor Experience Team Leader with National Museums Scotland you will:
• Lead and motivate the Visitor Experience Assistant team at the National Museum of
Flight to deliver an excellent visitor experience which is welcoming and enables
visitors to get the most out of their visit.
• To support management in ensuring that high standards of visitor engagement are
delivered, and that staffing resources are maximised to enable their full potential to
be utilised in a cost-effective manner.
• To maintain a regular and prominent ‘on the floor’ presence on a daily basis,
anticipating the needs of visitors and the Visitor Experience Assistant team.
• To act as Duty Manager for the site when required, produce staff rosters and
undertake cashing up, operation of the ticketing and retail system, admission and
income reporting and reconciliation of donations, and to deal with any
emergencies and security incidents or accidents that may occur.
• To contribute to the review and updating of standard operating procedures as
required and to contribute to the development of staff and provide coaching where
appropriate.

Skills and experience we’re looking for in our Visitor Experience Team:
• Able to find creative and innovative solutions to challenges
• Able to anticipate the needs of the Visitor Experience Assistant team in undertaking
their roles and provide the appropriate level of support
• Highly organised with the ability to prioritise, co-ordinate and delegate tasks in
order to meet deadlines while staying calm under pressure.
• Experience of working in a museum or visitor attraction in the area of Visitor
Services or similar environment in a visitor/ customer services role.
• Experience of Health and Safety and security of visitors, staff and buildings.
• Good presentation skills, able to talk confidently and with authority to visitors and
other key stakeholders
• Ability to respond to complaints, taking ownership and prompt but appropriate
action to resolve any issues.
• Friendly, warm and genuine approach to people.

For us, hiring the right person for the right job is everything to us. We want to encourage you to apply if you think this is the role for you!

Please visit our website, download the full recruitment pack for further details, download and complete the application form and apply via our site.

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, Catering and Events 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
 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.

Financial responsibilities
 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/Catering/Events/Cashier duties
 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.

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

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.
 Demonstrable experience in a catering based role, delivering impeccable customer care and food safety standards.
 Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
 Experience in EPOS style till operation.
 Excellent cash handling skills.
 Excellent “front of house” persona – warm, welcoming, patient, understanding.
 Excellent selling skills – adaptable to customer type and product.
 Demonstrable excellent time management skills and the ability to prioritise.
 Flexible, helpful outlook to customers and colleagues.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 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.
o 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.

Desirable
 Experience in storytelling and a passion for Scottish heritage and history.

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.