Hospitality and Catering

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

Primarily you will be working within our kitchen and tearoom areas but will be required to work flexibly across other areas such as Retail & Admissions or Holiday Accommodation should the need arise.

Visiting the tearoom is an essential part of the visitor experience and the role of the Visitor Services Assistant is to make it a positive and memorable part of a visitor’s day with us. You’ll help us maximise sales through excellent customer service and product knowledge, taking pride in food and beverage presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
This role will assist the property team in delivering a high-quality visitor experience at Branklyn Garden (including but not limited to):

To provide a consistently high standard of visitor care at all times when:
 Welcoming visitors in the Retail & Admissions area, ensuring they have all the necessary information to make the most of their visit to Branklyn Garden and processing any purchases in a friendly, efficient and knowledgeable manner.
 Assisting with Food & Beverage preparation and service including awareness of ingredients / allergens and stock management.
 Ensuring our holiday accommodation is cleaned and prepared to the required standard for the arrival of guests.
 Answering any visitor queries about the garden, our retail products, our food & beverage offering or our holiday accommodation.
 Checking visitors are enjoying their experience at Branklyn Garden and enquiring whether all their needs are being met, passing visitor comments to line managers to develop and improve offer / service.
 Promoting the National Trust for Scotland brand to include our membership scheme, relevant campaigns, events and our places throughout Scotland.

To maintain excellent standards of site and personal presentation at all times
 Assist with the general ongoing operational servicing and delivery of visitor and team facilities across all areas of the property.
 Maintain high standards of presentation including gift shop displays and food and beverage service.
 Ensure the site is ready to accept and welcome visitors / guests by the set operational times.
 Check the property is clear of debris / waste and that signage is befitting of a Trust property.
 Wear correct uniform, name badge and PPE as required.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
 Baking and food preparation skills, preferably gained within a commercial environment.
 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.
 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 (Electronic Point of Sale) systems and cash handling/reconciliation.
 Experience of working with volunteers.

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Culross and help generate the income that enables us to care for The Royal Burgh of Culross.

Visiting Bessies Cafe is an essential part of the visitor experience 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.

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

§ To provide a consistently high standard of visitor care at all times when:

§ Welcoming all visitors to the site and processing their catering purchase in a friendly, efficient and knowledgeable manner.

§ Assist in food preparation and stock management.

§ Answering visitors’ queries about the catering offer, deals, seating, and ingredients.

§ Checking on how visitors are enjoying their experience of catering at Bessies Café and enquiring whether all their needs are met.

§ 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.

§ Support day to day catering operation including the preparation and cooking of soups and baked goods.

• Provide a warm, professional welcome to all customers and visitors, creating a memorable experience through excellent customer care, attentiveness, and efficiency.

• Prepare and serve food and beverages to the highest hygiene and presentation standards in a timely manner.

• Maintain exemplary cleanliness throughout café, preparation areas and seating area, always ensuring the highest standards of hygiene.

• Have or gain certificated knowledge of food safety standards, i.e. HACCP/Cooksafe and allergen legislation and implement policies accordingly.

• Ensure all records are updated in accordance with policies.

• Have a knowledge of stock rotation, ordering and correct storage

• Have experience of Cash handling and reconciliation.

• Actively promote a positive and collaborative workplace culture that supports the Charity’s purpose of Making Life Better and i-care values to increase morale, productivity and performance.

• Pursue continuous professional development and contribute to the continuous improvement of NCVC and High Life Highland as a whole.

• Aim to reduce wastage and uphold our environmental values of being as sustainable as possible in all tasks.

• Attend and undertake any training online or in person

• Assist and support other areas of High Life Highland with particular projects, training or in the event of holidays or sickness working cross-functionally across the NCVC team.

• Work on a rota basis, including evenings, weekends and bank holidays ensuring you are up to date with rostered shifts and give advance notice of any leave requests for consideration.

• Undertake all tasks in accordance with High Life Highland policies and procedures including General Data Protection Regulations, health and safety procedures, relevant checks, reporting any concerns to management to ensure corrective action is taken.