Seasonal

JOB PURPOSE

To provide operational coordination and supervision of retail, visitor services, and events at the Bachelors Club, in line with the Trust’s policies, priorities, performance standards and targets. Contribute to the enjoyment of the property by visitors and members, ensuring 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 is very often the “face” of the Trust to visitors and suppliers. As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Responsible for a wide variety of duties in connection with the presentation, operation, cleanliness, and maintenance of the property.
• Cash handling, reconciliation and carrying out banking duties.
• Maintaining the highest standard of customer experience following the principles of “Exceeding Visitor Experience” training and ensuring we achieve a grading under the new awards systems, rolling out summer 2025.
• Monitoring Trip Advisor, providing responses and actions to address any negative feedback.
• Promoting and encouraging visitors to complete visitor surveys at the property or gathering contact details for survey later.
• Achieving financial targets in respect of admissions, retail, and membership sales
• Responsible for the retail stock, sales, and stock management in conjunction with the Retail Supervisor at RBBM.
• To promote membership of the National Trust for Scotland.
• Work closely with other managers across the Burns portfolio to deliver a programme of visitor events which increase visitor numbers, drives additional spending and support overall property targets.
• Responsibilities also involve maintaining the security of the property and its contents, keeping the building clean and functional, always following best practice.
• Sharing 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.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 No formal qualifications required.

Experience

Essential
• Excellent communication and influencing skills.
• A friendly communicative manner, flexible, willingness to accept responsibility, and ability to work on their own.
• Flexibility and versatility to meet the varied demands of the role
• Initiative and the ability to work responsibly without supervision, but also as part of a team.
• Personal commitment to high standards of presentation
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland
• Experience of cash handling
• Experience in dealing with the public.
• Willingness to receive further training.

Desirable
• Volunteer management experience in the heritage sector including experience of recruiting and training
• Previous guiding experience in 3-star visitor attractions, Museum, etc.

DIMENSIONS AND SCOPE OF JOB

Scale
 Responsible for the day-to-day management of the Bachelors’ Club, typically welcoming around 600 visitors and an income of £1500.

People Management
• Line managed and supported by RBBM Operations Manager. Will also work closely with other property colleagues, particularly the RBBM Visitor Services Manager and Events Manager, and will interact with other technical/specialist advisory colleagues based in other locations and departments.
• Recruitment and management of property volunteers

Finance Management
• Not a budget holder
• Cash handling and banking.
• Sales targets and delegated budget responsibility

Tools / equipment / systems
• This may include use of ladders, stepladders, working at heights, lifting, fetching, and carrying objects.
• 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.

JOB PURPOSE
Ben Lawers NNR is the most important mountain area in the UK for rare arctic-alpine plants, some of which occur in few other locations. It is also a popular recreational destination, with over 40,000 visitors a year heading for the summits.
We are looking for a part-time Visitor Services Assistant to be an enthusiastic and effective part of the team, contributing to the smooth operation and conservation of Ben Lawers NNR. You will maximise visitors’ enjoyment of the Reserve by maintaining our public facilities to excellent standards, making them feel welcome by offering information and advice, and promoting the Scottish Outdoor Access Code (SOAC). You will support our rangers in ensuring the Reserve and its assets are protected, safe and secure, and assisting at events when required.
The role will be ambassadorial, building awareness and support for the National Trust for Scotland leaving those you meet with a desire to respect, protect, and enjoy the special natural environment and an understanding of how they can help to contribute their support to the property. It will require you to be outside for most of the time, to walk low level trails, carry out maintenance with hand tools and possibly a strimmer. There will be a requirement for lone working, but you may also work alongside other staff and volunteers.
The ability to engage with the public in a friendly manner is vital for the role, and general knowledge of the area, hillwalking and/or natural history would be an advantage.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the property in a friendly, efficient and knowledgeable manner, answering queries and providing information about it, and the local area.
• Provide a positive visitor experience by assisting with car parking at peak times, patrolling popular access points, property checks, events and onsite activities when required.
• Promoting the National Trust for Scotland brand to include selling memberships, events, upselling other properties and any promotional campaigns.
• 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.

To maintain excellent standards of site and personal presentation at all times
• To assist with the general ongoing operational servicing, maintenance and delivery of visitor facilities across the property, including our car park, other outlying informal parking areas and low-level trails on the property.
• Ensuring the property is clear of debris, rubbish etc and that signage is befitting of a Trust property.
• Wearing branded clothing and name badge, when on site.
• Reporting all instances of damage and wear and tear issues promptly to your line manager.
• Participate in a “Duty” rota as required to ensure that visitor’s needs out with normal working hours are supported.
Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include collection and safeguarding of monies from car park machine; to implement amendments to standard procedure as instructions may dictate.
• To collect donations using a hand-held terminal.
Other duties (where applicable)
• To collect and record visitor data and impacts.
• To assist in achieving site events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To work flexibly to support colleagues as needed.
Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your line manager.
• To use personal protective equipment (PPE) 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 and personal standards.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent time management skills and the ability to prioritise.
• Flexible, helpful outlook to customers and colleagues.
• The ability to think and act quickly when confronted with emergencies.
• Full UK driving licence and access to own transport.
• Experience of cash handling.
Desirable
• General knowledge of natural history and conservation, especially related to the uplands.
• A passion for, and desire to inspire and communicate about any of the following: hill walking in the Scottish mountains, the conservation work undertaken at Ben Lawers over the past 75 years, or the natural environment in general,
• Hands-on experience of practical estate management.
• Certification for use of strimmers and brushcutters.
• Recognised First Aid Qualification
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.

PURPOSE OF THE ROLE:
With its medieval roots as a royal stronghold, through centuries of development from a renaissance palace to Edwardian party pad, combined with its outstanding collection and it’s setting within the wider estate, the significance of Fyvie is profound. We are looking for enthusiastic, motivated and talented customer focused individual to join our team and continue that story.
Our Visitor Services Assistants are passionate about delivering 5 star experiences to our guests and can maximise opportunities to generate positive reviews and income for our charity. We are looking for team workers who are also able to use their own initiative, are driven to make a difference and work across the property. Your role works across different parts of our busy visitor attraction including in our retail space, admissions desk, selling of memberships and delivery of historical tours of our castle.
It’s important that Visitor Service Assistants (VSAs) ensure the property, and its assets, are safe and secure.
As a front-line ambassador for the National Trust for Scotland, our team promote the ambition of the Trust to provide Nature, Beauty & Heritage for everyone.
KEY RESPONSIBILITIES:

To always provide a consistently high standard of visitor care when:

• Welcoming visitors and promoting the value of Trust membership
• Assisting visitors in selecting and purchasing the most appropriate ticket option
• Working in our retail spaces to sell NTS products and merchandise, including processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy
• Guiding visitors throughout the property and providing information on its history, its furnishings and inhabitants.
• Stewarding rooms during high season, providing information on the history of the historic interiors
• Handling cash accurately and processing sales
• To actively drive-up selling opportunities on membership through strong knowledge and 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, as appropriate not limited to weddings, functions, events and assisting our food & beverage team
• To provide consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits. Excellent front of house persona – warm, welcoming, patient and understanding.
• 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
• Not a line manager but expected to help maintain a safe and welcoming environment for everyone.
• Working alongside and supporting our excellent volunteer team

Finance Management
• Share till reconciliation duties, as appointed by Visitor Services Supervisor.
• Cash handling and operating an EPOS till.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a diverse 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 property needs.
• Demonstrable time management skills and the ability to prioritise, including the ability to be proactive and to take the initiative.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation or a willingness to learn.

Desirable:
• Experience in EPOS style till operation.
• Excellent selling skills – adaptable to customer type and product.
• Previous front of house or guiding experience, especially in a historic building
• Foreign language skills
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills, especially in a commercial setting

PURPOSE OF THE ROLE:
With its medieval roots as a royal stronghold, through centuries of development from a renaissance palace to Edwardian party pad, combined with its outstanding collection and it’s setting within the wider estate, the significance of Fyvie is profound. We are looking for enthusiastic, motivated and talented customer focused individual to join our team and continue that story.
Our Visitor Services Assistants are passionate about delivering 5 star experiences to our guests and can maximise opportunities to generate positive reviews and income for our charity. We are looking for team workers who are also able to use their own initiative, are driven to make a difference and work across the property. Your role works across different parts of our busy visitor attraction including in our retail space, admissions desk, selling of memberships and delivery of historical tours of our castle.
It’s important that Visitor Service Assistants (VSAs) ensure the property, and its assets, are safe and secure.
As a front-line ambassador for the National Trust for Scotland, our team promote the ambition of the Trust to provide Nature, Beauty & Heritage for everyone.
KEY RESPONSIBILITIES:

To always provide a consistently high standard of visitor care when:

• Welcoming visitors and promoting the value of Trust membership
• Assisting visitors in selecting and purchasing the most appropriate ticket option
• Working in our retail spaces to sell NTS products and merchandise, including processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy
• Guiding visitors throughout the property and providing information on its history, its furnishings and inhabitants.
• Stewarding rooms during high season, providing information on the history of the historic interiors
• Handling cash accurately and processing sales
• To actively drive-up selling opportunities on membership through strong knowledge and 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, as appropriate not limited to weddings, functions, events and assisting our food & beverage team
• To provide consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits. Excellent front of house persona – warm, welcoming, patient and understanding.
• 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
• Not a line manager but expected to help maintain a safe and welcoming environment for everyone.
• Working alongside and supporting our excellent volunteer team

Finance Management
• Share till reconciliation duties, as appointed by Visitor Services Supervisor.
• Cash handling and operating an EPOS till.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a diverse 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 property needs.
• Demonstrable time management skills and the ability to prioritise, including the ability to be proactive and to take the initiative.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation or a willingness to learn.

Desirable:
• Experience in EPOS style till operation.
• Excellent selling skills – adaptable to customer type and product.
• Previous front of house or guiding experience, especially in a historic building
• Foreign language skills
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills, especially in a commercial setting