Part Time

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, cheerful, and talkative individuals to join our amazing Food and Beverage team. No previous experience is needed, we would just love to hear from people who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell. This role is vital in providing our guests with the best possible service in whichever food outlet they have chosen to visit and helping our visitors to create wonderful memories. The role is varied and you may be creating the best barista coffee, making up a sandwich or serving a refreshing ice cream but whatever you are doing you’ll help us maximise all charity income opportunities through excellent customer service, product knowledge and taking pride in everything we do.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their 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.

Other duties (as required)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To ensure that catering merchandising is in accordance with NTS policy.
• To assist in achieving site catering 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 Hospitality events. Staff may be asked to work through into the night hours.

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 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

Essential:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, to adapt working patterns and tasks to meet day-to-day variations in visitors, catering and general 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.
• Genuine belief in the value of good customer service.
• Good interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.

Desirable:
• Previous Hospitality/tourism/sales/catering experience
• Interest in nature and the outdoors

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 17th Feb 2023.

KEY PURPOSE:

To ensure that the garden and policies of Brodie Castle and Playful Garden are managed and maintained as a nationally-recognised estate and garden of historic importance; contributing to the property’s overall conservation and development and its enjoyment by visitors and supporters.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:

• Care and development of the 1753 designed landscape.
• Undertaking practical maintenance of the garden (including but not limited to: managing trees and shrubs; removing dead and damaged plants; turf care; pest/disease/weed control; composting and soil improvement; hard-landscaping; path care) to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors;
• Contributing to the management, conservation and development of the garden by maintaining appropriate plant records and labels;
• As requested, assisting with education /interpretation activities such as introductory talks and guided walks;
• Fostering positive relationships with local communities, promote the work of the Trust, and actively seek opportunities to increase Trust membership;
• Contributing to the review and development of property action plans and operational work plans and budgets for the garden;
• Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.
• Horticulture and general estate management (pathways, ponds, etc.)
• Supervision of volunteers.

SCOPE OF JOB

Context

Brodie Castle, Garden & Estate comprises: Grade A-listed 16th century tower-house with 17th, 18th and 19th century additions, the Playful Garden, a significant collection of paintings and furniture, a 75 acre estate, a large pond and the famous Brodie Daffodil Collection. It maintains strong links to the Brodie family, whose ancestral seat this was for its entire history. The buildings and grounds are open to the public all year round and are supported by multiple catering facilities within the Castle and Playful Pavilion, two gift shops, the Stables conference centre and holiday accommodation which includes the prestigious “Laird’s Apartment”. Brodie also hosts weddings, private hire functions and events.

People Management

• Will have daily interaction with members of the public of all ages and abilities;
• Will have frequent interaction with suppliers and contractors.

Finance Management

• Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in the allocated areas.

Tools/equipment

• Will be a frequent user of driven vehicles such as tractors, ATV’s
• Will be a frequent user of powered tools such as mowers, strimmers, hedge-cutters, Leaf Blowers etc.,
• Will be a frequent user of hand-tools such as spades, forks, trowels, rakes, hoes, shears, and secateurs;
• Will be a frequent user of IT equipment.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
• At least two years’ relevant practical experience in general amenity gardening;
• Demonstrable skills in plant maintenance, turf culture, propagation, fruit and vegetable production.
• Sound knowledge of basic tool and machinery use and maintenance;
• Driving Licence, valid for driving within the UK;
• Practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes;
• Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust;
• Good organisational and time-management skills – including the ability to prioritise work where necessary;
• Eye for detail and finish, quality standard and best practice.

Desirable
• Skills in arboriculture techniques, basic chain-saw certificates – CS30 & CS31a & b, or willingness to be trained in the basic use of chainsaws and to exercise that training;
• Tractor driving and strimming certificates or willing ness to be trained;
• Competent IT skills sufficient for maintaining plant records, use of the internet/intranet, assisting trainees/apprentices, distance learning etc;
• Experience of working in a garden open to the public;
• Experience of working in a diverse that includes short-term/seasonal staff and/or volunteers.

Applications

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

JOB PURPOSE
To 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, 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 purchase in a friendly, efficient and knowledgeable manner.
 Welcoming visitors with additional needs 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 (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.

Retail/Catering/Events/Cashier duties (where applicable)
 To ensure good housekeeping of front and back of house areas.
 To ensure that retail merchandising is in accordance with NTS policy.
 To assist in achieving site retail/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 Manager.

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 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.

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

JOB PURPOSE

Do you have a passion for food and dedicated to high levels of customer service?

Visiting our Café is an essential part of the visitor experience for those coming to Kellie Castle & Garden 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.

We pride ourselves on creating a team work ethic here at Kellie Castle so you may be required for additional support with other areas of the property such as Admissions, Retail, and Events activities to meet the business needs.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

 To provide a consistently high standard of visitor care at all times.
 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 and enquiring whether all their needs are met.
 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.

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 Visitor Services Supervisor
 Regularly assist in ordering all necessary food and dry goods

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.
 Demonstrate experience in F&B service environment.
 Ability to be flexible and adapt working patterns and tasks to meet day-to-day variations in property needs. This will include evenings to support events.
 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.

Desirable:

 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.

JOB PURPOSE
As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Kellie Castle and help generate the income that enables us to care for the Castle & Gardens.

Specifically, you are there to ensure smooth and safe operations, making the property the best possible place to work and visit.

You’ll help us maximise sales through excellent customer service and product knowledge, taking a pride in the castle’s presentation and operation to make a memorable and positive experience for our visitors.

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 assisting with admissions, catering, membership and retail sales.
 Proactively engaging visitors in the stories and history of the site. This will include the delivery of tours and informal assistance around the property as and when required by the visitors.
 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 and the local area.
 Promoting the 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 personal presentation at all times
 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; Collections Care, Gardening, Catering 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.

Visitor Services/Retail/Events/Catering/Cashier duties (where applicable)
 To prepare and serve food and drink to customers.
 To ensure good housekeeping of catering kitchens, serveries, seating, front and back of house areas.
 To ensure that retail merchandising is in accordance with NTS policy.
 To assist in achieving site retail/membership/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 Fife Properties as needed.
 To assist with the set-up, stewarding and break-down of events in liaison with the management.
 To assist with Heritage Hospitality events. This may include evening work.

Health and Safety
 To ensure site meets with all relevant 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
 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 the 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.
 Genuine belief in the value of good customer service.
 Ability to be proactive and to take the initiative.
 Excellent selling skills – adaptable to customer type and product.
 Demonstrable excellent time management skills and the ability to prioritise.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.

Desirable
 Demonstrable experience in a customer-facing retail-based and or a catering role, delivering impeccable customer care through excellent inter-personal skills.
 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.
 Excellent cash handling skills.
 Experience in storytelling and a passion for Scottish heritage and history.
 Basic food hygiene certificate.

PURPOSE OF THE ROLE:

To maximise our visitors’ enjoyment of House of The Binns by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure. To ensure the smooth and safe running of operations in Admissions, Tours and Event activities.

To provide the highest degree of customer service: greet and welcome all visitors to the property; recruit new Trust members and promote fund-raising initiatives; deliver appropriate admissions procedures; and provide general visitor information. Please note that the job involves some physical activity in the form of periods of standing, walking, etc.
Some flexibility will be required as to when hours are worked and regular weekend working will be expected.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the property team in delivering a high-quality visitor experience at House of the Binns (including but not limited to):

 Providing excellent customer service.
 Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, cleaning, recording statistics etc.
 Handling cash accurately and processing sales across all platforms.
 To ensure perpetually high levels of accuracy are maintained for all transactions and data recording.
 To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximize sales of admission tickets, membership and donations.
 Working with the Guides and supporting with tours during peak/busy times.
 Cash reconciliation duties including end of day and administration tasks.
 Be able to take responsibility for your own development and learning.
 Taking booking enquiries and process appropriately.
 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
 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).

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, 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.
 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.
 Foreign language skills.
 Historical knowledge of the site.

DIMENSIONS AND SCOPE OF JOB

People Management
 The Property team consists of a Visitor Services Manager and Visitor Services Supervisors. There are no line management responsibilities for this role, but this role works closely with volunteers and members of the wider site team.
 This role involves working with members of the public of all ages and abilities on a daily basis.

Finance Management
 This role will involve cash reconciliation duties as appointed by the Visitor Services Supervisor.

Tools / equipment / systems
 There will be the occasional use of cleaning chemicals.
 This role will involve manual handling.
 Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety) .

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

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, Functions 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 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 Equalities 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 the National Trust for Scotland brand, including being proactive in the selling of Membership and Gift Aid, giving information about events, and upselling other properties and any promotional campaigns.

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/Events/Cashier duties as applicable
 To ensure good housekeeping of 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 retail-based role, delivering impeccable customer care through excellent inter-personal skills.
 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.
 Demonstrable experience 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.
 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

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, making the property the best possible place to visit and work.

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 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 and the local area.
 Proactively engaging with visitors about the site, its history, contents, offers and merchandise.
 Promoting the 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 the site and personal presentation at all times
 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; Collections Care, Gardening and site repair employees/contractors.

Financial Responsibilities (where applicable)
 To adhere to all financial procedures to include till operation and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Visitor Services/Retail/Events/Cashier duties (where applicable)
 To ensure that retail merchandising is in accordance with NTS policy.
 To assist in achieving site retail/membership/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 Fife Properties as needed.
 To assist with the set-up, stewarding and break-down of events in liaison with the management.
 To assist with Heritage Hospitality events. This may include evening work.
 To ensure good housekeeping in back of house areas.

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 sales or ticket/event/admissions – ideally in a heritage/tourism context – 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.
 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.

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

The role

Co-ordinate the daily visitor operations at Highland Wildlife Park, ensuring the delivery of an accessible, exciting, and secure visitor attraction, five-star customer service standards and income levels in line with agreed targets.

Act as duty manager on a rostered basis, liaising closely with the living collections duty manager and other colleagues. Manage incidents and their impact on visitors as and when they arise

Some of the things you’ll do:

Line manage visitor experience assistants and assist with gate ( sentry), administration, on-site transport, car park and customer service, e.g. telephone and email handling
Contribute to and support the delivery of commercial events at HWP including photography tours, seasonal events and exclusive tours (including duty manager duties during events)
Act as visitor duty manager on a rostered basis, which requires the post holder to manage and oversee the daily operations of the site during opening hours and respond to incidents
Support the delivery of a five-star customer service culture and visitor experience, ensuring visitors receive a personal, knowledgeable and positive level of service on a daily basis
Support and deliver customer service training, working alongside HR and other colleagues. Gather face to face visitor feedback.
Support the induction process for visitor experience staff
What we’re looking for:

Educated to HND or equivalent qualifications or experience.
Health and Safety qualification e.g. IOSHH with good working knowledge of Health and safety practices.
Understanding of diversity and inclusion issues/regulations.
Good understanding and ability to engage with visitors
Engaging customers empathetically to link or upsell our products.
Providing first-class customer care and service, including dealing with customer queries.

Weekend working required on a rotational basis.

Please see the role profile for further information on what the role involves and essential/desirable criteria.