Retail

PURPOSE OF THE ROLE

As a member of the Retail & Admissions team you are on the front line delivering the income that allows the National Trust for Scotland to care for Craigievar Castle. Your role will provide world-class customer service; ensuring the shop is presented to the highest possible standard both in terms of product display and inspiring visitor experience.

KEY RESPONSIBILITIES

• Undertake the induction/ongoing training of staff on all front-of-house procedures, customer care and stock management (delivery processing etc.)
• Cash reconciliation
• To support the National Retail team & site Visitor Services Supervisor (VSS) in creative merchandising of shop displays and ensuring shop displays are consistently delivered to the highest standard.
• Analyse retail sales information regularly and take action where required to drive income
• Delivering a high level of customer service and inspiring team members to adhere to high customer service standards
• Delivering and completing stock takes and stock counts accurately
• Being a leader within the team and taking a proactive approach to problems
• A passion for product and best in class product knowledge
• Delivering and supporting all aspects of stock management: ordering, receipting deliveries, and dealing with delivery discrepancies.
• Management of ticket / membership sales and admissions
• 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).

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

SCOPE OF JOB

People Management
• Not a line manager; but will have a supervisory and leadership role within the property team.
• Will work closely with other property colleagues and will also have regular contact with specialist advisory colleagues based in other locations and departments (e.g. National Retail Team).
• Will have regular (daily) interaction with members of the public of all ages and abilities
• Position will play an important role as part of the properties senior operational team assisting with duty management cover.

Finance Management
• Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in the allocated areas
• Share Till Reconciliation Duties with other senior staff.
• Assist RDM & VSS with stocktaking and delivery discrepancies
• To assist the National retail team & VSS with accurate stock control procedures (write-off/wastage etc.)

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential:

• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Excellent interpersonal and communication skills.
• Ability to lead in a busy and diverse environment with a focus on customer service
• Experience of merchandising retail displays, or willingness to undertake training
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day variations in retail and property needs.
• Genuine belief in the value of good customer service.
• Demonstrable excellent time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.
• Ability to take responsibility for own personal development
• Competent user of Microsoft Office Products.

Desirable:
• Experience with cash handling/working with financial data.
• Previous experience in a busy retail environment, in a supervisory role.

JOB PURPOSE
We are looking for an enthusiastic individual to join our team, helping to make our properties the best possible places to visit and work.

To maximize our visitors’ enjoyment of Crathes Castle, staff should be passionate about delivering an outstanding customer experience to our visitors and guests and able to maintain excellent standards of service, optimizing 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 primarily focusing on admissions, membership and retail.

To provide a 5-star visitor experience: greet, welcome and interact with all visitors to the property; recruit new Trust members and promote fund-raising initiatives; deliver appropriate admissions procedures; and provide general visitor information.

We are looking for team workers who are also able to use their own initiative and are driven to make a difference.

Please note that the job involves some physical activity in the form of periods of standing, walking, lifting etc. Some flexibility will be required as to when hours are worked, and weekend working will be expected.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the admissions, retail and membership teams in delivering a high-quality visitor experience at Crathes Castle Estate (including but not limited to):

• Welcoming visitors and promoting the value of Trust membership
 Providing excellent customer service-assisting in selecting and purchasing the most appropriate ticket option.
 Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, cleaning, recording statistics etc.
 Processing retail deliveries, ensuring that stock is displayed and kept tidy.
 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 excellent customer service to maximize sales of admission tickets, membership and donations.
 Working with the Castle team and supporting tours.
 Cash reconciliation duties including end of day and administration tasks.
 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
 Taking booking enquiries and process appropriately.
 To develop a working knowledge of the history of the site and being able to relate 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

No formal educational qualifications required – full training will be given.

Essential
 Excellent literacy and numeracy ability – preferably with previous cash-handling / form-filling work experience.
 Sound, demonstrable experience dealing with a wide range of people – preferably in a public situation.
 Excellent empathetic skills and be a very able communicator (especially through the spoken word).
 A genuine understanding of, and belief in, the work of the National Trust for Scotland.
 Enthusiasm for Scottish heritage
 Demonstrable working experience dealing with a wide range of people – preferably in a public situation.
 Excellent communication skills (especially through the spoken word).
 Able to demonstrate a flexible approach to work.
 Demonstrable experience of working equally well on own initiative and within a team environment

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 Manager.

JOB PURPOSE

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.

Retail plays a key role in the visitor experience here and your role is to give a warm welcome to all our visitors and to generate the sales and revenue that helps us protect and preserve the site and many others in Scotland, for now and for future generations to explore and enjoy. It’s important that Visitor Service Assistants (VSAs) ensure the property, and its assets, are safe and secure. Your role includes differing duties within the retail space which may include membership sign-ups, visitor attraction admissions or maintaining and promoting our second hand book shop.

Together with the rest of our team, we will deliver a memorable retail experience and 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 AND ACCOUNTABILITIES

This role will assist the wider Retail team to deliver the best visitor experience at Fyvie Castle (including but not limited to):

• To provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed.
• Cash reconciliation duties including end of day and administration tasks. Ensuring cash is handled accurately and there is continuity across all sales platforms
• Working with the Retail team to ensure best stock management
• To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximise sales of shop stock and donations.
• Working with the Visitor Services Supervisor and wider property staff to ensure high standards of display & merchandising at all times.
• 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 Fyvie Castle & Estate team
• 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
• To provide consistently excellent customer service when dealing with high volumes of customers
• Adhering to the property’s quality standards including wearing smart business attire.
• To adhere 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).
• The current duties of this job do not require criminal records (Disclosure Scotland) check to be carried out.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience

Essential
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible/adaptable at work when required.
• 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.
• 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
• Additional language skills
• Historical knowledge of the site and area
• Previous experience in hospitality, retail and tourism.

DIMENSIONS AND SCOPE OF JOB

People Management
 This role involves working with colleagues, volunteers and members of the public of all ages and abilities daily

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
A Visitor Services Assistant is crucial to our visitors’ “first impression” of the property and in establishing and maintaining the Trust’s reputation as a guardian of Scotland’s heritage and as the organisation that actively wants people to engage with and enjoy the properties it cares for. You will ensure that the Gift Shop is presented to the highest standard and you are knowledgeable about the products sold within the Gift Shop as well as information pertaining to the site as a whole. As you will be working in a customer-facing role, this means you will directly engage with visitors on arrival and departure so excellence in customer care is paramount, as you will be responsible for ensuring you are providing our Visitors with the best entry options (Memberships, admissions tickets, guidebooks). The Visitor Services Assistant is expected to meet (if not exceed) sales targets for the gift shop alongside the selling of memberships and Guidebooks. You will also be expected to be knowledgeable and actively engage with our visitors and provide general “tourist information” for the locality and other nearby Trust properties.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Customer Service & Visitor Experience
 Deliver a consistently high standard of customer service to all visitors.
 Provide confident product knowledge and actively upsell where appropriate.
 Provide general information to visitors about the wider site, including directions, facilities, opening hours, and key points of interest across Brodick Castle, Gardens and Country Park.
 Support occasional admissions processes including ticket sales.
 Assisting with queue management by working at pace during busy periods to maintain a smooth visitor journey.

Membership Engagement & Promotion
 Share the benefits of membership with ticket holders and actively seek innovative ways to encourage recruitment.
 Actively promote the work of the National Trust for Scotland and the value of membership to existing and potential members.
 Processing sales of memberships through the tills.

Cash Handling and Sales Operations
 Carry out accurate cash handling, reconciliation and till procedures.
 Follow all financial controls and procedures as required.
 Housekeeping and Presentation.
 Maintain excellent housekeeping standards at the start and end of each shift, and throughout the day as required.
 Support the Visitor Services Supervisor with creative merchandising, ensuring shop displays are engaging, well-maintained and constantly delivered to the highest standard.

Stock Management
 Complete stock counts accurately and on schedule.
 Support all aspects of stock management, including receipting deliveries and resolving stock discrepancies.
 Ensure stock is replenished promptly and presented neatly but attractively on the shop floor.
 Supporting loss-prevention practices by maintaining awareness of shop activity and following security procedures.
Health, Safety and Welfare
 Ensure the health, safety and welfare or staff and visitors by adhering to the Trust’s Health, Safety and Environment policies.
 Work in line with the properties Risk Assessments and report any hazards, incidents or maintenance issues promptly.
 Carry out security duties, including opening and closing of the retail area, ensuring the space is safe, secure and ready for visitors at the start and end of each day.
 Assist as a fire marshal for the safety of all staff and visitors.

Communication and Teamwork
 Communicating effectively with colleagues, supervisors and managers to support smooth daily operations – via radio/telephone and email
 Contributing to a positive, inclusive team culture
 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
Essential
 No formal educational qualification is required.
Desirable
 Food Safety Level 2 Qualification
 Allergen Awareness (Scotland)
 Relevant CPD/ Foundation qualification
Experience & knowledge
Essential
 Ability to work within a team or independently, with minimal supervision to a high and safe standard.
 Ability to be flexible, adapt working patterns and tasks to meet day-to-day 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 tasks.
 Ability to be proactive and to take the initiative as required.

Desirable
 Experience in EPOS style till operation.
 Excellent cash handling skills.
 Excellent selling skills – adaptable to customer type and product.
 Experience working in a heritage, cultural or visitor-attraction environment.
DIMENSIONS AND SCOPE OF JOB
Scale
 The role has a primary working location of the Brodick Castle Retail Spaces such as the Gift shop.
 Additional working locations across the estate such as the gardens for functions and events.
People Management
 This role does not line manage any other position.
 This role works collaboratively with Admissions, Catering, Events and Visitor Services.

Finance Management
 This role holds no budget responsibilities.
 The role will be responsible for cash handling.
Tools / equipment / systems
 Use of EPOS Systems to process payments and admission.
 Use of digital applications and services for people management and communications.
 Use of retail equipment and machinery.
Example key performance indicators and targets
 Customer Service Score.
 Till Accuracy.
 Product Knowledge.
 Food Safety & Hygiene Compliance.