Part Time

Purpose of the role

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to gain income and ensuring that the site and its’ assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions of large groups and individuals, making the property the best possible place to visit and work.
We are looking for talented and customer focused individuals to join our team and to help us make Arduaine Garden a 5* Visitor Attraction.
We are looking for people who have experience or a keen interest in Visitor Experience and Scotland’s Natural Heritage.

KEY RESPONSIBILITIES:

To provide a consistently high standard of visitor care at all times when:

• welcoming visitors to the site and processing their admission in a friendly, efficient and knowledgeable manner;
• welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act
• welcoming International visitors and aiding with specific needs.
• welcoming large groups in an efficient and warm manner
• answering visitors’ queries about the site, education facilities and the local area;
• housekeeping duties
• 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 where 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.
• to work towards and achieve weekly membership and visitor data targets
Financial Responsibilities

• To adhere to all financial procedures to include cash/card payment and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate;
• To actively upsell products, services and memberships to facilitate the visitors’ enjoyment;

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 protective equipment as provided and directed by your line manager.
• This job will involve lone working, so all applicants must be over 18.

Desirable

• Demonstrable experience in a customer-facing role, delivering impeccable customer care and food safety standards.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Flexible, helpful outlook to customers and colleagues

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

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.

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Crathes Castle.
Crathes Castle is a fabulous place for tourists and locals to soak up the atmosphere of Scotland, its history and its nature.
Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference.
This role is about creating a 5 star visitor experience and providing outstanding customer service.

KEY RESPONSIBILITIES:

To provide a consistently high standard of visitor care at all times when:

• Welcoming visitors and promoting the value of Trust membership
• Assisting visitors in selecting and purchasing the most appropriate ticket option
• Processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy
• Guiding visitors throughout the property and providing information on its history, its furnishings and inhabitants.
• Stewarding rooms during high season, providing information on the history of the room
• To provide excellent customer service
• Handling cash accurately and processing sales
• To actively drive up selling opportunities on membership through strong knowledge and an excellent customer service.
• Be able to take responsibility for your own development and learning.
• Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
• To work across departments when necessary supporting the wider team
• To provide consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits.
• Adhering to the property’s quality standards including wearing of uniform.
• Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).

SCOPE OF JOB
People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
• Share till reconciliation duties, as appointed by Visitor Services Manager

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.
• 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
• Genuine belief in the value of good customer service.
• Excellent interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.

Desirable:
• Previous front of house or guiding experience
• Additional languages
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent selling skills – adaptable to customer type and product.

The Purpose of the Role, Key Responsibilities, 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.

We are looking for a dynamic story teller who is passionate about creating memories.

You should proactively acknowledge every customer and deliver a warm, genuine
welcome
Anticipate every customer’s needs so that no-one is disappointed
Connect each guest personally with Scotch whisky to make them feel valued
Uphold outstanding levels of service to overcome any problem or challenge
Ensure the customer experience you offer is never just fine, it is 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 Scotch whisky ambassador bringing a blend of enthusiasm and devotion
A hardworking, flexible problem solver determined to raise the bar
A cheerful presenter always ready for a double measure of fun!

What will you be doing?
Proactively welcoming customers and proudly promoting our tours
Efficiently operating our box office till and offering advice to customers
Enthusiastically leading tours, ensuring everyone has a memorable experience
Assisting at our Scotch whisky bar and shop, giving knowledgeable
recommendations and engaging with our visitors
General housekeeping to keep our bar, tour and shop looking their best!
Contract Weekend seasonal, 7.25 hours per week guaranteed
Hours rota based, includes evenings and weekends
Salary £11.45 increasing to £11.90 per hour
You will be busy; on your feet all day and you will be
learning lots! Our friendly visitor assistants 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, and our vision is 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.

KEY 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 issues of damage and wear and tear, 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

Retail/Catering/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing
• 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 functions and events manager.
• To assist with hospitality events. This includes evening events and 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: sales or ticketing/ event/ admissions and/or retail and/or catering, delivering impeccable customer care through excellent inter-personal skills and food safety standards (where applicable)
• Experience in EPOS style till operation, confidence undertaking till-work and reconciliation.
• 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
• Ideally experience in a heritage/tourism environment.
• Food hygiene certificate.
• Basic cooking skills and willingness to be trained.
• Personal Licence for sale of alcohol
• Experience in storytelling and a passion for Scottish heritage and history
• A full UK driving licence
• Access to your own transport

DIMENSIONS AND SCOPE OF JOB

Scale
 The role is based in the main museum building and at Robert Burns Birthplace cottage.
 The role works across several departments: retail, catering and admissions and assisting with events and functions when required.
 The role is customer facing and the role-holder can expect that the working day will mainly be spent front of house, providing customer service to our visitors.
 There may be times when you are required to work at other NTS properties such as but not exclusively Souter Johnnies Cottage and the Batchelor’s Club
 The role requires the post holder to work flexible working patterns and hours including evenings, weekends, and public holidays.

People Management

• This is not a line management role
• Will work closely with other property colleagues and will have regular interaction with other technical/specialist advisory colleagues based in other locations and departments
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
 Is not a budget holder
 Responsibility for ensuring customer payment is processed correctly, handling cash and card information

Tools/ equipment/ systems

 Will regularly use a wide range of ICT equipment including land-line phone, two way radio, email, scanner, laptop/PC, printer etc.
 Will use catering equipment including coffee machines, dishwashers, and some cooking equipment.

Key performance indicators and targets

• Catering and retail sales targets met or exceeded with margins achieved.
• Membership targets are met.
• Visitor surveys are promoted, email addresses gathered and responses recorded.
• Systems of recording all up to date: including allergens, COSSH, cleaning records, stock take and wastage.
• Visit Scotland 5-star grading maintained, and Visitor feedback survey scores

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.

THE HILL HOUSE

The Hill House is considered to be Charles Rennie Mackintosh’s domestic masterpiece. Working to a commission from Glasgow book publisher, Walter Blackie, up-and-coming architect Mackintosh and his wife Margaret created almost everything, from the building itself to the furniture and textiles. The garden itself was an integrated part of the home and the Blackies life. As such we strive to ensure the gardens today pay homage to Charles Rennie Mackintosh’s original vision and the Blackies domestic experience.

PURPOSE OF THE ROLE

Under the direction of the First Gardener, to ensure that the garden is managed and maintained to a high standard in line with the aims and objectives of the National Trust for Scotland.

KEY RESPONSIBILITIES

1. Assisting with general horticultural duties to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors. Activities may include:
• Grass-cutting, strimming, hedge-cutting and raking/collection
• Cutting of lawn edges
• Hand-weeding of beds and borders
• Weeding, watering and feeding vegetable beds and harvesting produce
• Planting out
• Application of mulches

2. Assisting with general property maintenance duties and for the maximum safety of, and enjoyment by, visitors. Activities may include:
• Raking gravel paths

3. Assisting as required with the general enjoyment of the gardens and estate by:
• Responding to general visitor enquiries
• Assisting at events held within the garden or the property

4. Assisting with interpretation activities such as answering basic horticultural enquiries from visitors and providing clear and accurate plant labeling.

5. Working with staff to foster positive relationships with local communities, visitors and promoting the work of the Trust, and actively seeking opportunities to increase Trust membership

6. Working with volunteers to ensure they deliver required outputs at the appropriate standard and gain benefits from their volunteering

7. Ensuring compliance with the Trust’s health, safety and environment policies and procedures to ensure the safety of staff, volunteers and visitors. This includes recognition of the Trust’s environmental policy with respect to sustainable gardening policies.

SCOPE OF ROLE

People Management
• Will work closely with the First Gardener and other property staff
• Will work on occasion with a team of garden volunteers
• Will have daily interaction with members of the public of all ages and abilities

Finance Management
• Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in the allocated areas (e.g. compost, materials etc)

Tools / equipment / systems
• Will be a frequent user of powered tools such as mowers, strimmers, hedge-cutters
• Will be a frequent user of hand tools such as spades, forks, trowels, rakes, hoes, shears and secateurs

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
• No formal educational qualifications required – but previous gardening or grounds-keeping experience is highly desirable
• Driving License, valid for driving within the UK

Skills, Experience & Knowledge

Essential
• Should be experienced with a wide range of hand tools and basic machinery / equipment (e.g. lawn mowers, strimmer) or willing to be trained
• Excellent interpersonal and communication skills, confident in interacting and dealing with a wide range of people, and able to represent the Trust
• Some practical knowledge of Health and Safety processes and the ability to work effectively within these processes
• Capable of working effectively within a team environment, but equally able to work unsupervised
• Good organisational and time management skills – including the ability to prioritise work where necessary
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland

Desirable
• A level 2 horticultural qualification
• Experience of working in a garden open to the public
• Competent IT skills sufficient for use of the internet and for completing intranet training modules

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

Under the day-to-day direction of the Visitor Services Manager, and in liaison with others as necessary, the Estate Worker works at the Trust’s properties in North Perthshire to maintain the path network and boundaries at all properties including strimming, fencing, dyking and to look after the car park facilities at Killiecrankie and the Hermitage. The Estate Worker works with the VSS, Rangers, Conservation Volunteers and other volunteer groups to undertake other estate work as required.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The key purpose of the job is to ensure that the North Perthshire properties are managed and maintained to a high standard, being conscientious about conservation, the environment and your surroundings. The Estate Worker will be responsibly aware of the team/volunteers, health and safety and contributing to the overall conservation and development of the Trust and its enjoyment by visitors and supporters.

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

People Management
 Not a line manager, but occasional supervision of volunteers/apprentices/work experience or other work parties.
 Works closely with other staff members and volunteers in North Perthshire.
 Regular interaction with members of the public of all ages and abilities.
 Occasional working with external contractors.
 Liaison with tenants and external partners.

Finance Management
 Not a budget-holder, but will be expected to take responsibility for the careful and effective management of Trust tools, materials, equipment and resources.
 Responsibility for looking after the car park machines and for banking.

Tools/equipment
 Frequent user of driven vehicles such as the estate vehicle and vans.
 Frequent user of ‘powered’ tools such as strimmer’s/brush cutters leaf blower etc.
 Frequent user of hand-tools such as spades, forks, rakes, loppers, handsaws, fencing tools and secateurs.
 Occasional user of IT to assist with maintenance of records.

REQUIRED 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
 Demonstrable relevant practical experience as an estate worker across a range of estate operations, including grass cutting path and fencing work, or demonstrable equivalent experience.
 Brush cutter/strimmer maintenance and operation training and assessment, (or willingness to train) and willingness to exercise that training.
 Sound knowledge of basic tool and machinery use and maintenance.
 Driving Licence, valid for driving within the UK including, if age relevant, Category E entitlement to tow trailers.
 Practical knowledge of relevant Health and Safety processes and procedures and the ability to work effectively within these processes.
 Capable of working within a small, dedicated team while also self-motivated and capable of working with the minimum of direction (though willing to seek appropriate professional advice when necessary).
 Good organisational and time management skills – including the ability to prioritise work where necessary.
 Good eye for detail and finish.
 Able to live and work in a relatively remote rural environment with little public transport.

Desirable
 Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust.
 Experiences of working on a site open to the public.
 Experience of working in a small team that includes volunteers.
 First aid training and qualification.
 Competent IT skills sufficient for maintaining records, use of the internet/intranet, technical updating.

The Key Responsibilities, Scope of Job, and Required 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.

ORGANISATIONAL CHART