Hospitality and Catering

JOB PURPOSE

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

Castle Fraser 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. 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 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.
• 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 Visitor Services 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 or willingness to learn.
• 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.

PURPOSE OF ROLE

To assist in the day-to-day management of the Food & Beverage offer at Leith Hall, Garden and Estate, to ensure that all targets are met, and all visitors receive the highest level of visitor experience standards.

Key Responsibilities
• Assist with the development of the Menu Cycle/Specification
• 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 as well as allergen measures/controls
• Ensure high Standards of Kitchen hygiene, cleanliness, tidiness, and related schedules
• Use fresh produce and ingredients whenever and wherever 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
• Involvement in assessing and preserving the safety of utensils and equipment used within the Catering Outlets.

Dimensions and Scope of Job

• The role works with several departments: retail, catering, and admissions, assisting with special events and functions when required.
• The role requires the post holder to work flexible working patterns and hours including evenings, weekends, and public holidays.

People Management

• The Post Holder does not have direct line management responsibilities
• Will work closely with other property colleagues and will have regular interaction with other technical/specialist advisory colleagues based in other locations and departments
• Will have regular (daily) interaction with suppliers and members of the public of all ages and abilities

Finance Management

• Is not a budget holder
• Responsibility for day-to-day management of stock

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

Skills, experience & knowledge

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

Essential
• Demonstrable experience as a cook in preparing and producing food to a consistently high standard using fresh products and ingredients
• Demonstrable baking experience
• Level 2 Food Hygiene
• Highly developed organisational skills, deployable in a multi-tasking environment.
• Good communication skills (written and oral), including influencing/persuasion.
• Ability to work as part of a team and the ability to foster and motivate a team.

Desirable:
• Preferably a recognised formal qualification in culinary arts (e.g., HNC Professional Cookery, NC Bakery)
• Intermediate Food Hygiene Certificate
• First Aid at Work certificate

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