Part Time

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 of Functions and Events, with occasional work in Admissions, Retail, and Catering activities making the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• To assist with the set-up, stewarding and break-down of events.
• To assist with hospitality events. Staff may be asked to work through into the night hours.
• To ensure good housekeeping of all event areas, including kitchens, serveries and back of house areas.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To ensure that retail merchandising is in accordance with NTS policy.
• 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 provide a consistently high standard of visitor care at all times
• Welcoming guests to various events, and facilitating throughout the evening to ensure an enjoyable and memorable event.
• 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.

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

Essential

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

Desirable
• A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
Essential
• Demonstrable experience in working at events and hospitality functions of various sizes, preferably in a heritage or cultural setting.
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
• 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.

Glasgow Science Centre (GSC) is an educational charity and leading science centre and visitor attraction with a 5-star status. Our mission is to inspire everyone to explore and understand the world around them and to discover and enjoy science.

We are a place of learning, creativity, curiosity, and fun, inspiring and empowering around half a million people every year, both inside and outside our amazing centre in Pacific Quay, on the banks of the Clyde.

Our state-of-the-art centre contains more than 450 interactive exhibits, a digital planetarium, a science show theatre, a teaching laboratory, an IMAX cinema, and a maker space. We also take science out of our centre and across Scotland with our On Tour programme and our Community Engagement Programme works closely with people in our local communities.

Our staff are vitally important to us and play a key role in achieving our mission. We value diversity in our workforce and want our workforce to reflect the diverse communities we serve bringing a range of skills, experiences, knowledge, and ideas to help towards our mission.

Our company values are important to us as they underpin who we are and how we work, what we believe in and stand for:

We strive for excellence

We are inclusive

We innovate

We collaborate

ABOUT THE ROLE

Are you committed to seeking excellence, creativity and innovation? Do GSC’s mission and values excite you? Do you want to work in a positive, vibrant and collaborative environment?

We are recruiting for Customer Service Assistants to join the Customer Experience Team to deliver a fun, safe and welcoming environment to all customers in a variety of area including the ticket desk, hosting, dealing with groups, Tower, Gift shop and IMAX. You will also support Food and Beverage and Science Operations teams as and when required to meet operational needs and enhance the overall customer experience.

If this sounds like you then we would love you to get in touch!

APPLICATION DETAILS

Please find full job description and application form available on the Jobs and Volunteering section of our website.

www.glasgowsciencecentre.org/current-vacancies

We are equal opportunities employer and welcome applications from people of all backgrounds.

To clean and maintain Robert Burns Birthplace Museum, to ensure the Museum retains its 5 star Visit Scotland rating and to enhance the visitor experience at the property. The Museum Domestic Assistant should provide an efficient and effective service through high standards of cleaning and maintenance based on the needs of the property all year round, including events and functions.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The Museum Domestic Assistant is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property. These duties involve keeping the Museum and other areas of the building and Education Pavilion clean and functional, following best-practice at all times, and maintaining its 5 star Visit Scotland rating. Cleaning and maintenance of the Museum is also key to ensure RBBM achieves its vision of becoming Scotland’s must-see visitor attraction, acclaimed internationally and loved locally.

Specific duties include:

• To ensure that a high level of cleanliness is maintained throughout the Museum and education buildings on a daily basis.
• Opening up and securing the Museum building and / or Education Pavilion, including alarm setting, after hours
• Each MDA will be responsible for an area and will be expected to clean to the frequency and standards set out.
• To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.
• To ensure that tools and equipment are in good working order, reporting any faults to Line Manager.
• Wearing correct uniform, name badges, or PPE as required
• General cleaning of surfaces (e.g. window-sills, skirting boards and doors) and the vacuuming/cleaning of floors as appropriate and cleaning of the public areas, offices, meeting room, retail, café areas, public and staff toilets and entrances to the Museum and other areas as required.
• General maintenance, include things like replacing bulbs, function and event set ups if required.
• All MDAs are also required to contribute to major deep cleaning tasks during certain periods of the years.
• Empty and clean bins and remove waste to designated area, including the separation of waste, i.e. recycling, and any other duties which are in line with the Museum’s Green Tourism Award standards
• Report to Line Manager any defects seen which are likely to affect public experience and security.
• The MDA is required to use only approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.
• Ensure Safe Systems of Work and COVID 19 Guidelines are implemented effectively within function and with external contractors.
• Will be a frequent user of cleaning materials and tools. The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

No formal educational qualification required.

Essential

• Sound previous housekeeping experience including
• Be flexible to changing demands of the post
• Clean and current driving license
• Be responsible, thorough and methodical
• Initiative and the ability to work without supervision, but also as part of a team
• Personal commitment to high standards of cleaning and maintaining a 5 Star Visit Scotland attraction.
• Attentive to detail with an eye for condition, presentation, and finish.
• Must have an appreciation of the importance of the collections at the Robert Burns Birthplace Museum.
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• This is a physical job, which will normally include use of ladders, stepladders, working at heights, lifting, fetching and carrying objects.
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working
• 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
• Previous cleaning experience in 5 star visitor attractions, Museum, etc.

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

An exciting opportunity has arisen for a Visitor Experience Team Leader to join us. In this role you’ll have the opportunity to work for one of Scotland’s leading conservation charities, based at Highland Wildlife Park, located in the stunning Scottish Highlands.

This post is 30 hours per week on a permanent basis. Hours will be worked on an annualised hours contract.

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.

JOB PURPOSE
To provide operational coordination and supervision of catering at xx in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and, with delegated responsibility for catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

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

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

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

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications

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

Skills, Experience & Knowledge

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

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

JOB PURPOSE
To maximise visitor enjoyment by providing an efficient and accurate service, and high standards in housekeeping based on the needs of the property.

KEY RESPONSIBILITIES & ACCOUNTABILITIES
The Housekeeper is responsible for a wide variety of housekeeping duties in connection with the well-being and care of the holiday accommodation and visitor facilities at Crathes (as per the Trust’s Housekeeping Procedures Manual), including the following:

• Maintain stock-levels of housekeeping consumables and janitorial supplies.
• 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.
• 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.

Essential:
• Sound previous housekeeping experience including:
o cleaning and presentation of areas open to the public or let for (holiday-) rental
o stocking/ordering housekeeping/janitorial supplies
• Personal commitment to high standards of cleanliness
• Reliable with a flexible approach to working schedule, i.e. requirement to work weekends
• Personal commitment to excellence in customer care
• Attentive to detail with an eye for presentation and finish
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland
• This is a physical job, which will normally include use of vacuum cleaners and other cleaning tools and products as well as lifting and carrying objects.
• Excellent interpersonal skills, with an ability to get along with a wide range of people.
• UK driving licence.

Desirable
• Knowledge of the geographical location.

Are you interested in joining our catering team. Preparing and serving refreshments and light meals in our in house Café or at our special event and conferences. You must be over 18 (in order to serve alcohol) and be willing to work hard alongside your colleagues to create great customer experience.
Ideally you should have some experience in working in a catering environment and customer facing role.

We are looking for a new team member to work with us at the heart of our Visitor Services. Working as part of a small team to provide high standards of customer service and cleanliness within the exhibitions and retail shop areas. You must demonstrate sound communication skills and have a passion for delivering stunning customer care. This position may also encompass the role of acting supervisor during times necessary times to cover the Senior Supervisor and Supervisor.

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 Pollok House and the role of the Visitor Service Assistant – Catering is to make it a positive and memorable part of a visitor’s day with us. This role will be required to work evenings on occasion to assist with weddings or other events. Our café is a busy operation and the idea candidate should be experience in a high volume, fast paced environment.

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.
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 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 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.

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