Part Time

Purpose of the role

To assist the Head Chef in the day-to-day management of the Catering & Hospitality offer at Culzean Castle & Country Park to ensure that all targets are met and all visitors receive the highest level of visitor experience standards.

Key Responsibilities
• Contribute to food production as per the Menu Cycle/Specification and event Food Production (corporate, hospitality, meetings etc)
• Keeping up to date HACCP, COSHH checklists and temperature sheets.
• Ensure high Standards of Kitchen Hygiene, Cleanliness, Tidiness and related Schedules
• Use fresh Produce and Ingredients whenever and where-ever is possible and minimise wastage.
• Maintain a high standard of Food Presentation to the Customer
• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport
• Help to reduce occurrences where Health or Safety of yourself and other employees may be put in jeopardy
• Adherence to the COSHH Training provided and control of substances covered by COSHH
• Involvement in the upkeep and maintenance of both the entire department site and, specifically, the Catering Outlets
• Assist with daily cleaning and pot wash duties

SCOPE OF ROLE
Location – The post holder will be based at the Home Farm Kitchen at Culzean Castle & Country Park but may also be expected to work in the Old Stables Coffee House, Swan Pond Kiosk, Aviary, Castle Tea Room, castle apartment and at special events/functions throughout the Castle & Country Park when required.

People Management
• The Post Holder does not direct line manage any team

Financial Management
• Not a budget holder but responsible for the day- to -day management of stock

Skills, experience & knowledge

Essential:
• Experience working in a similar, quick service, environment and delivering the best visitor service
• Practical experience of food preparation and service
• Previous experience working in a team
• Ability to follow instruction and work independently off own initiative
• Skill in establishing priorities and managing workload
• Keen interest in food

Desirable:
• Awareness of what the National Trust for Scotland sets out to achieve
• High standard of presentation and service (experience an advantage)

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 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. Providing an efficient, reliable service and high standards in housekeeping based on the needs of the property. Specifically, to ensure that all areas and public areas are cleaned and maintained to the highest standards, to make the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The Housekeeper is responsible for a wide variety of housekeeping duties in connection with the well-being and care of the visited, non-visited and holiday accommodation at Culzean Castle and Country Parkas per the Trust’s Housekeeping Procedures Manual, including the following:

• Ensuring a high standard of cleanliness to all visited and non-visited areas of the property as directed by your line manager
• The general ongoing operational cleaning of all areas as necessary, as toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc
• Working with the public, cleaning during trading hours.
• Ensuring site is ready to open and welcome visitors by the set opening time
• Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care which may include:
• In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, china silverware, other artefacts and delicate fabrics and curtains
• Checking of collections and domestic inventories during changeover
• Reporting losses/breakages, wear and tear and repairs required immediately to your line manager
• Provide support to enable functions and events to be successfully delivered
• Wearing correct uniform, name badges, or PPE as required
• reporting all H&S hazards, fire risks, and instances of damage and wear and tear issues promptly to the Visitor Services Supervisor,
• Routinely clean and look after the holiday accommodation and will involve but is not limited to:
o vacuuming, sweeping, mopping, polishing of floors
o dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors
o dusting/wiping of sills, skirtings, door, and window frames
o cleaning of windows
o cleaning of lavatories, sinks, etc
o changing of bed linen and towels, and making of beds
o cleaning of bathroom/toilet areas and fittings
o cleaning of kitchen areas and equipment
o checking functionality of lighting, heating, TV/radio etc
o replenishing of welcome/hospitality trays, and consumables
o cleaning and providing clean laundry for each occupancy
o disposal of general household waste

• To be first point of contact in case of queries or questions from clients regarding the holiday property and to provide additional service or help when requested.
• Assist with the administration of any repair works, liaising with the Visitor Services Supervisor to arrange necessary repairs.
• Monitor the condition of furniture – reporting any loss or damage to the Visitor Services Manager.
• Ensure COVID 19 Guidelines and Safe Systems of Work is implemented effectively within function and with external contractors.
• Undertake any administration required in support of housekeeping, including (but not limited to): planning regimes for routine and in-depth cleaning; stock control and ordering of recommended cleaning consumables/janitorial supplies; recording work undertaken.
• Deliver excellent customer care to foster a friendly and inviting atmosphere for visitors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, and considered use of transport.

In accordance with the property’s procedures, share in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm. This includes weekly fire alarm checks whilst cleaning and keeping a record of the checks

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
No formal educational qualification required.
Skills, Experience & Knowledge
Essential
• Sound previous housekeeping experience including
• Clean and current driving license
• Cleaning and presentation of areas open to the public or holiday-rental accommodation
• 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 both internal and external 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
• Living the values of the National Trust for Scotland and encourage colleagues to do the same
• 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.
• 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.

The Key Responsibilities, Behaviours 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 the People Services Team, The National Trust for Scotland, Hermiston Quay, 5 Cultins Road, Edinburgh, EH11 4DF or by email via workforus@nts.org.uk by 10th February 2023.

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 hospitality services at Culzean.
Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business. Must have full weekend availability, hours will be issued on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail 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;
• To ensure good housekeeping of the Eisenhower rooms to include the communal areas, bedrooms & Bathrooms
• 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 (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Hospitality/Catering duties
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• 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 Hospitality events, the set, break down and food and drink service. 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 retail based 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
• Full UK Driving license

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 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 (i.e. 10.00am) on Friday 10th February 2022.

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 Food & Beverage activities making the property the best possible place to visit and work.
Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business. Must have full weekend availability, hours will be issued on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner;
• 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 (where applicable)
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Food & Beverage duties (where applicable)
• 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 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 hospitality coordinator.
• To assist with 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 catering based role, delivering impeccable customer care and food safety standards.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• 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.

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 (i.e. 10.00am) on Friday 10th February 2023

PURPOSE OF THE ROLE

Culzean Castle is one of Scotland’s most loved castles, as one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave felling inspired by this magical place. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS.

The role involves some physical activity and will include standing for periods of time and/or walking through the building during guided tours. Due to the historic nature of the building physical access from the upper levels in the event of an emergency is currently only by stairs.

KEY RESPONSIBILITIES

• Warmly welcome Visitors to the Castle by checking tickets and upselling Guidebooks to enhance their visit.
• Sharing the benefits of Membership with ticket holders and always actively looking at innovative and interesting ways to encourage Membership recruitment.
• Ensure the highest level of customer service ensuring all visitors receive an excellent visitor experience
• Maximise visitor enjoyment and understanding of the property through engaging visitors with the history of Culzean and the Kennedy family
• Delivery of a broad range of high quality guided tours and talks about Culzean for the general public and organised groups
• To deliver a range of engaging school workshops, for all ages and abilities
• Enhance the visitor experience through use of third person costumed interpretation, object handling and cookery demonstrations where applicable
• Actively promote the work of the NTS and the value of NTS membership to existing and potential members
• Be mindful of security needs of the property and its contents, minimising opportunities for theft or damage through diligent monitoring of visitors and the implementation of security measures (e.g. locking up procedures etc.)
• Be aware of the conservation needs of the property and its contents and minimise the risk of accidental damage through engaging with visitors and the implementation of appropriate conservation measures
• Share in the common responsibility of implementing the Trust’s Health & Safety policy, being mindful at all times of health & safety of self, staff, volunteers, and visitors
• Share in the common responsibility for the safe evacuation/management of colleagues and visitors in the event of a fire or security alert or alarm

SCOPE OF ROLE

People Management
• Not a line manager but will work closely with other property colleagues and will have interaction with other technical/specialist advisory colleagues based in other locations and departments;
• Will have daily interaction with members of the public of all ages and abilities

Financial Management
• Not a budget holder.

Essential
• A personal commitment to excellence in customer care with the ability to enthuse and motivate others
• Must have enthusiasm for Scottish heritage and in particular family history and history of art/architecture
• Must be a very able and enthusiastic communicator, in particular verbally
• Must have sound working experience dealing effectively with a wide range of people in a public situation
• Must have a genuine understanding of and belief in the work of the NTS
• Willing to show commitment and flexibility in work practice
• Ability to be flexible, in particular to 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
• 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 cash handling experience
• Historical knowledge of the site and a passion for heritage
• Previous experience or volunteer experience in museum, tourism or conservation sector
• Epos

The Key Responsibilities, Behaviours 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
Closing date for application – 10th February 2023
Interested applicants should forward a completed application form to the People Services Team, The National Trust for Scotland, Hermiston Quay, 5 Cultins Road, Edinburgh, EH11 4DF or by email via workforus@nts.org.uk

JOB PURPOSE
To welcome visitors to the property, promote and sell Trust Membership, sell admissions tickets and control visitor entry/flow, facilitating their access and enjoyment to Culzean Castle and Country Park.

A Visitor Services Assistant is crucial to our visitors’ “first impression” of the property and in establishing and maintaining the Trust’s reputation as a guardian of Scotland’s heritage and as the organisation that actively wants people to engage with and enjoy the properties it cares for. As you will be working in a customer-facing role, this means you will directly engage with visitors on arrival (and often at departure) so excellence in customer care is paramount, as you will be responsible for ensuring you are providing our Visitors with the best entry options (Membership, admissions tickets, guidebooks). The Visitor Services Assistant is expected to meet (if not exceed) sales targets for, particularly Memberships and Guidebooks. You are also expected to be knowledgeable and actively engage with our visitors and provide general “tourist information” for the locality and other nearby Trust properties.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
This is a key role to deliver a high-quality visitor experience at Culzean Castle and Country Park (including but not limited to):

• To provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, recording statistics, cleaning Paybox at the end of the day and ensuring the entrance is secure at the end of the day.
• Working with the Visitor Services Supervisor and the rest of the Visitor Services Team to deliver membership targets and KPI’s
• Cash reconciliation duties including end of day administration tasks. Ensuring cash is handled accurately according to our cash handling procedures.
• To ensure high levels of accuracy are maintained for all transactions and data recording
• To actively ensure all selling opportunities are touched on through strong product knowledge and an excellent customer service to maximise sales of admission tickets, membership and donations.
• To develop a working knowledge of the history of the site and being able to relate that to visitors in a friendly and engaging way
• To provide consistently excellent customer service when dealing with high volumes of customers
• Adhering to the property’s quality standards
• 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).

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience
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 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
• 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 cash handling experience
• Historical knowledge of the site and a passion for heritage
• Previous experience or volunteer experience in museum, tourism or conservation sector
• Epos

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
Closing date for application – Friday 10th February 2022
Interested applicants should forward a completed application form to the People Services Team, The National Trust for Scotland, Hermiston Quay, 5 Cultins Road, Edinburgh, EH11 4DF or by email via workforus@nts.org.uk

PURPOSE OF THE ROLE

As a member of the Retail & Admissions team you are on the front line delivering the income that allows the National Trust for Scotland to look after Pitmedden Garden.

Your role will provide world-class customer service; ensuring the shop is presented to the highest possible standard both in terms of product display and amazing visitor experience.

KEY RESPONSIBILITIES

• Undertake the induction/ongoing training of staff on all front-of-house procedures, customer care and stock management (delivery processing etc.)
• Cash reconciliation
• To support in creative merchandising of shop displays and ensuring shop displays are consistently delivered to the highest standard.
• Analyse retail sales information regularly and act where required to drive income
• Delivering a high level of customer service and inspiring team members to adhere to high customer service standards
• Delivering and completing stock takes and stock counts accurately
• Being a leader within the team and taking a proactive approach to problems
• A passion for product and best in class product knowledge
• Delivering and supporting all aspects of stock management: ordering, receipting deliveries, and dealing with delivery discrepancies.
• Management of ticket / membership sales and admissions
• 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).
• Duty management responsibilities on a rota basis with other supervisors.

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

SCOPE OF JOB

People Management
• Not a line manager; but will have a supervisory and leadership role within the retail & admissions team.
• Will work closely with other property colleagues and will also have regular contact with specialist advisory colleagues based in other locations and departments (e.g. National Retail Team).
• Will have regular (daily) interaction with members of the public of all ages and abilities
• Position will play an important role as part of the properties senior operational team

Finance Management
• Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in the allocated areas
• Share Till Reconciliation Duties with other senior staff.
• Assist with stocktaking and delivery discrepancies
• To assist with accurate stock control procedures (write-off/wastage etc.)

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential:

• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Excellent interpersonal and communication skills.
• Ability to lead in a busy and diverse environment with a focus on customer service
• Previous experience in a busy retail environment, in a supervisory role.
• Experience of merchandising retail displays, or willingness to undertake training
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day variations in retail and property needs.
• Genuine belief in the value of good customer service.
• Demonstrable excellent time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.
• Ability to take responsibility for own personal development
• Competent user of Microsoft Office Products.

Desirable:
• Experience with cash handling/working with financial data.

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 their general abilities.

Applications
Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Central Office, Hermiston Quay
5 Cultins Road, Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post 17th February 2023

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Pitmedden Garden and help generate the income that enables us to care for Pitmedden Garden and other National Trust for Scotland properties.

Visiting our tearoom is an essential part of the visitor experience and the role of the Visitor Service Assistant – Food & Beverage is to make it a positive and memorable part of a visitor’s day with us.

You will help us maximise sales through excellent customer service and product knowledge, taking a pride in store presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times when:
• Welcoming all visitors to the site and processing their catering purchase in a friendly, efficient and knowledgeable manner; supporting visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.
• Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
• Checking on how visitors are enjoying their experience of catering at Pitmedden Garden and enquiring whether all their needs are met.
• Consistently presenting high quality plating of food.
• Promoting the National Trust for Scotland and the benefits of membership of it.
• To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary
• Wearing correct uniform, name badges, or PPE as required.

SCOPE OF JOB

Customer Service

• Regular interaction with members of the public of all ages and abilities.
Teamwork

• Regular interaction with employee and volunteer colleagues to share daily tasks and support a smooth visitor operation

Sales, stock and financial processes

• Help achieve sales targets and membership recruitment targets
• Operate tills and share end of day cash reconciliation duties, as appointed by the Supervisor.

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.
• 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 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.
Applications
Interested applicants should forward a completed application form by email to askpea@nts.org.uk or by post to National Trust for Scotland, 5 Cutlins Road, Edinburgh, EH11 4DF by 24th Feb

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Pitmedden Garden.
Situated in the heart of Aberdeenshire, Pitmedden Garden is a popular visitor attraction for tourists and locals alike.
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
• Ensuring that stock is displayed and that the stock is kept tidy and replenished accordingly
• To provide excellent customer service
• Providing occasional historic tours of the garden grounds during high season
• 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 Supervisor.

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.

Applications
Interested applicants should forward a completed application form by email to askpea@nts.org.uk or by post to National Trust for Scotland, 5 Cutlins Road, Edinburgh, EH11 4DF by 17th Feb 2023

JOB PURPOSE

To provide operational coordination and supervision of catering, retail, visitor services, and events 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 Museum and environs to ensure an excellent customer/visitor experience. This includes:

o Supervision of the catering and retail offer working hand in hand with the VSS Retail and Catering posts (including and supporting with ordering, merchandising, sales targets);
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, food hygiene, emergency procedures, and environmental procedures;
o Deputising for the Visitor Services Manager on-site and off-site as required (including “duty management” of the wider site to include the car park and monument).

• Responsible for day to day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reporting of working hours for payroll. Provide holiday and sickness absence cover for completion of the banking processes and financial reporting.

• Supporting the Visitor Services Manager with the 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

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

Qualifications

Essential

• Level 2 Food Hygiene Certificate.
• A full, clean driving license for driving in the UK.

Desirable

• A formal qualification / previous experience in Hospitality, Tourism or Event Management;
• Recognised First Aid Qualification (will be expected to undertake if not already held)

Experience

Essential

• Significant previous experience of working in an operations role in the catering/visitor/heritage attraction industry – including supervision of staff and/or responsibility for specific activities;
• Previous event coordination/management experience
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions;
• Excellent organizational, 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 work within a team or independently , with minimal Supervision to a high and safe standard
• Knowledge of HACCP Systems
• Competent user of Microsoft Office products;
• Current driving license valid for driving in the UK.

Desirable

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

DIMENSIONS AND SCOPE OF JOB

Scale
 Primarily based in the House of Dun but will involve covering multiple sites across the Angus Cluster, includes weekend and evening working.

People Management
 To supervise front of house staff on a day to day basis and at functions and events and will act as Duty Manager on occasion.
 To plan staffing in advance, working closely with the Visitor Services Manager, VSS Retail and VSS Catering.
 Will work closely with other property colleagues, and will also have regular contact with specialist advisory colleagues in other locations and departments
 Will have regular (daily) interaction with members of the public of all ages and abilities.

Finance Management
 Delegated responsibility for catering budgets and expected to take responsibility for effective management of Trust resources in the allocated areas.
 Share Till Reconciliation Duties with other senior staff.
 Stock takes wastage control, menu costing and development.
 Will be expected to meet (if not exceed) catering sales targets.

Tools/ Equipment and Cleaning Materials
 Will be a frequent user of all catering equipment from beverage dispensers to cooking equipment and tools.
 Will be a frequent user of cleaning chemicals
 Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)

Example key performance indicators and targets
 Mystery Shopper Results
 All Staff know responsibilities and high standards maintained
 HACCAP Paperwork maintained and correctly filed
 Income growth within café
 High standards of housekeeping and a safe working environment maintained at all times.
 Describe any relevant KPIs, targets, or other quantitative dimensions on which the role impacts.
 This must include any indicative budgets, turnover, profit targets etc. where relevant
 Add any other dimensions which are directly relevant to the role, or describe expected role outputs, which give the reader a good picture of the size/magnitude of the activity on which the role impacts.

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

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Leith Hall.

Leith Hall is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. 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. We are looking for people who have experience or a keen interest in Catering.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care when –

• Welcoming visitors to the café and working in an efficient and knowledgeable manner
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.
• Answering visitors queries about the catering offer.
• Promoting the National Trust for Scotland and the benefits of membership.

To maintain excellent standards of site and personal presentation –
• Ensuring the café is fully stocked and set up daily.
• Wearing correct uniform, name badges, or PPE as required.
• Working in harmony with other departments within the property.

You must be flexible to meet the needs of the property, this will include weekend working.

Financial Responsibilities

• To adhere to all financial procedures to include till operations and cash reconciliation duties.
• Help achieve sales targets and membership recruitment targets.
• Upsell products within the café.
• Actively feedback visitor comments to line managers to improve offer, service and operation.

Health and Safety
• To ensure the site meets with the Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and site is secured at end of the day.

QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience
Essential
• Ability to work within a team, with minimal supervision, to a high and safe standard.
• Ability to be flexible and adapt to various working patterns.
• 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.
• Ability to be proactive and to take the initiative.
• Excellent personal presentation.

Desirable
• Basic Food Hygiene Qualification.
• Demonstrable experience in sales, EPOS systems and cash handling/reconciliation.
• Experience in a customer facing role.
• Catering experience.

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 by email to workforus@nts.org.uk, or by post to National Trust for Scotland, 5 Cutlins Road, Edinburgh, EH11 4DF by Friday 10th February 2022.