Visitor Services

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team.
Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. 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:

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

• Welcoming visitors and promoting the value of Trust membership
• Assisting visitors in selecting and purchasing the most appropriate ticket option
• 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 room
• To provide excellent customer service
• Helping conservation clean to strict rules and procedures.
• Handling cash accurately and processing sales
• To actively drive up selling opportunities on membership through strong knowledge and an 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.
• To provide consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits. Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
• Checking on how visitors are enjoying their experience of catering and enquiring whether all their needs are met.
• Consistently presenting high quality plating of food.
• 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).

21 August – 27 September 2026

What we do? The Buccleuch Living Heritage Trust is a charity which oversees and cares for the Buccleuch family homes and their contents. With education at its heart, it is responsible for the world-renowned Buccleuch Art Collection and a number of historic properties, including Dalkeith Palace, nestled in a beautiful setting at the heart of Dalkeith Country Park, just a few miles from Edinburgh. The Palace, an A-listed building of national significance and regarded as one of the grandest early classical houses in Scotland, hosts exhibitions, tours and events throughout the year.

The role? PhotoDalkeith will soon return to Dalkeith Palace for its third year, presenting in partnership with the Royal Scottish Academy to mark its bicentenary. In this varied role, you will provide front-of-house support at one of Scotland’s most exciting photography festivals, welcoming and engaging with visitors, checking tickets, and invigilating exhibition spaces. You’ll also provide support in our pop-up retail shop and help serve refreshments during events. This is a seasonal role from 21 August to 27 September, working Friday to Sunday, 10am to 4pm, with occasional evening event cover.

The person? Friendly and reliable with a flexible approach to work, you will be a team player who enjoys turning your hand to a wide range of tasks. Candidates should ideally have previous front-of-house experience, but it’s more important that you are enthusiastic, great with people and have an eye for where assistance is needed. An interest in history, art, or photography is a bonus.

How to apply? If you’d like to gain heritage and exhibition experience in a supportive environment, then we’d love to hear from you! Please email your CV and a short covering letter to recruitment@buccleuch.com. The closing date for applications is 29 June.

Please view our privacy policy at https://blht.org/privacy/. The Buccleuch Living Heritage Trust is a registered charity incorporated in Scotland with company no. SC377083 and charity registration no.SC377083.

We have an exciting opportunity for a customer-focused Visitor Attraction Associate to join our team at The Glenturret Distillery in Crieff. This is a varied, hands-on role where you will help create exceptional visitor experiences by welcoming guests, hosting tours and tastings, and supporting our retail and hospitality offering in a truly unique setting.

First recorded in 1763, The Glenturret Distillery is Scotland’s oldest working distillery, set in the beautiful Perthshire countryside. Owned in partnership with Lalique, one of the world’s leading luxury brands, The Glenturret offers a distinctive visitor experience that brings together heritage, craftsmanship and hospitality, including our visitor attraction, the Two MICHELIN Star Lalique Restaurant and Aberturret Estate House.

Reporting to the Visitor Attraction Supervisor, you will help bring The Glenturret brand to life by delivering informative and engaging tours, supporting guests in our reception, retail shop and Dram Bar, and providing a warm, professional service throughout the visitor journey. You will also handle sales, serve drinks and coffee, and contribute to a collaborative team environment focused on delivering an exceptional guest experience.

What you’ll do:
• Welcome guests and deliver a consistently high standard of visitor experience
• Learn and confidently share the history, heritage and story of The Glenturret with visitors
• Lead distillery tours and tastings to a high standard, ensuring an engaging and informative experience
• Work across all areas of the visitor attraction, including hosting groups, the retail shop and the Dram Bar (where you will serve drams, cocktails and coffees)
• Operate retail systems efficiently, processing sales, refunds and other processes as required
• Build strong relationships with visitors and create an engaging, memorable experience across all areas, upselling our products and experiences as required
• Maintain high standards of cleanliness and organisation in both customer-facing and back-of-house areas
This role is offered on a fixed-term basis until end of September 2026, working 3 days out of 7 (24 hours per week).
Whether or not you have previous whisky industry experience, we would love to hear from you if you bring strong communication skills, enthusiasm, flexibility and a proactive approach.

What you’ll bring:
You will bring excellent communication, organisational and time management skills, along with a friendly, accommodating and solution-focused approach.

You will be motivated, enthusiastic and energetic, with strong customer service skills and a keen eye for detail. Building rapport with visitors is central to the role, helping to ensure every guest leaves with a positive impression.

You will be confident interacting with a wide range of people and enjoy working as part of a team, while also being comfortable taking ownership of tasks independently.

A genuine enthusiasm for The Glenturret Distillery is important, alongside the confidence to engage customers, explain the features of our products and use appropriate selling techniques to support sales.

The ability to work flexibly across a broad range of duties, in a fast-paced environment and often under pressure is essential.

Demonstrable experience in till systems, cash-handling and computer literacy is essential.

Barista and bar experience would be beneficial.

What we offer:
• Fantastic career and development prospects
• 37 days holiday per year (Pro rata)
• Double matched workplace pension
• Death in service assurance
• Generous on-site discounts within The Glenturret gift shop, The Lalique Boutique, and The Lalique Restaurant
• Retail Commission Scheme
• Free onsite parking
• Cycle to work scheme
• Discount on gym membership
• Access to the Glenturret Branded Portal offering external discounts in numerous retailers, travel, entertainment, fashion, health and beauty, food, and drink
• Access to an employee assistance programme
• Use of the Association of Scottish Visitor Attraction membership cards (ASVA)

We are committed to building an inclusive culture that values different backgrounds, perspectives, skills and experience. We believe this makes us a stronger organisation, and we welcome applications from individuals who bring difference.

To apply, please email your current CV and a covering letter to recruitment@theglenturret.com.
IMPORTANT: Before applying for this role, please make sure you have a valid right to work in the UK.
A full job description is available on request.

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, friendly, and confident individuals to join our amazing welcome team this season. No previous experience is needed, we would just love to hear from people who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell. This role is vital in providing an amazing welcome in all areas of the offer here at Brodie Castle, helping our visitors have a fantastic experience, and create wonderful memories.

This summer we are launching Playful Summer which will run throughout July and August adding traditional fun to the summer holidays! The Playful Garden will host a series of interactive play zones called Playful Summer, suitable for all ages.

Visitors can explore five themed zones:
• Sport Zone – Run, jump, and play classic sports games.
• Nature Zone – Discover, build, and get hands-on with all things outdoors.
• Imagination Zone – Themed around Brodie’s Playful Garden.
• Beach Zone – Sand and seaside vibes.
• Chill Out Zone – Wind down outside.

Based in the Playful Garden your role will be to reset areas and equipment ready for our excitable guests and then clear away at the end of a busy day of fun. Throughout the day you will be selling ice cream within the Playful Garden and help make a great day out truly exceptional for our visitors.

Providing excellent customer service and taking a pride in everything we do, as well as inviting visitors to support our work through membership.

This role is based outdoors.

KEY RESPONSIBILITIES

• Provide excellent customer service to all who choose to visit.
• Resetting play equipment and tidying away at end of day.
• Selling Ice Cream, cash handling.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• Welcome customers to the property by providing information on the site and facilities.
• Handling cash accurately and processing sales.
• Working with the Visitor Services Manager and property staff to ensure high standards of display, preparation, serving and merchandising at all times.
• Cash reconciliation duties including end of day and administration tasks.
• Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
• Work across departments when necessary, supporting the wider Brodie Castle teams.
• Provide consistently excellent customer service when dealing with high volumes of customers.
• Assisting in the general ongoing operational cleaning of all areas as necessary.
• 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).
• Play your part in ensuring that the presentation of all areas is of the highest standards including wearing of uniform.

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

SCOPE OF JOB

People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities.

Finance Management
• Share till reconciliation duties, as appointed by Visitor Services Manager.

Tools/equipment and cleaning chemicals
• Will be an occasional user of cleaning chemicals.
• Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)

REQUIRED 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, to adapt working patterns and tasks to meet day-to-day variations in visitors, catering and general 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.
• Good interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.

Desirable:
• Interest in the work of the NTS.

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, friendly, and confident individuals to join our amazing welcome team this season. No previous experience is needed, we would just love to hear from people who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell. This role is vital in providing an amazing welcome in all areas of the offer here at Brodie Castle, helping our visitors have a fantastic experience, and create wonderful memories.

Based in the Castle, Welcome Centre or Car Park, your role is to make a great day out truly exceptional for our guests. You’ll help us maximise all charity income opportunities through excellent customer service, product knowledge and taking a pride in everything we do, as well as inviting visitors to support our work through membership.

This role also includes conducting guided tours of the Castle for groups of up to 25 people or being a guide during our self-guided visits. You will shine a light on the fascinating history of the Brodie Family and the Castle they lived in through warm and enthusiastic story telling.

KEY RESPONSIBILITIES

• Provide excellent customer service to all who choose to visit.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• Welcome customers to the property by providing information on the site and facilities.
• Lead tours of the Castle and Grounds which tell the stories of the past, present and future of Brodie Castle.
• Help manage car park arrivals, process payments and give site orientation
• Work with the Visitor Services Managers and property staff to deliver targets and other KPI’s.
• Handling cash accurately and processing sales.
• Working closely with the Visitor Services Manager and property staff to ensure perpetually high levels of accuracy are maintained for stock inventories.
• Actively drive-up selling opportunities through strong product knowledge and an excellent customer service with a strong focus on membership and retail.
• Working with the Visitor Services Manager and property staff to ensure high standards of display, preparation, serving and merchandising at all times.
• 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.
• Work across departments when necessary, supporting the wider Brodie Castle teams.
• Develop a working knowledge of the history of the site and being able to relate that to products.
• Provide consistently excellent customer service when dealing with high volumes of customers.
• Assisting in the general ongoing operational cleaning of all areas as necessary.
• 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).
• Play your part in ensuring that the presentation of all areas is of the highest standards including wearing of uniform.

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

SCOPE OF JOB

People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities.

Finance Management
• Share till reconciliation duties, as appointed by Visitor Services Manager.
• Assist Retail with stocktaking and goods receipting.

Tools/equipment and cleaning chemicals
• Will be an occasional user of cleaning chemicals.
• Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)

REQUIRED 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, to adapt working patterns and tasks to meet day-to-day variations in visitors, catering and general 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.
• Good interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.

Desirable:

• Previous tourism or tour guide experience.
• Interest in the work of the NTS.

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 in retail and admission and making Threave Gardens & Nature Reserve the best possible place to visit and work.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail purchase in a friendly, efficient and knowledgeable manner
• 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
• 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; food & beverage, housekeeping, gardening, estate 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.

Retail/Admission/Plant Sales and other duties
• To ensure good housekeeping of and back of house areas, including Plant Sales
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site targets and KPI’s.
• 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.

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
• No formal educational qualification required.

Skills, Experience & Knowledge
Essential
• Demonstrable experience in a customer-facing role, delivering high levels of customer care through excellent inter-personal skills,
• Experience and confidence undertaking till-work and cash handling/reconciliation.
• Excellent selling skills – adaptable to customer type and product.
• 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.

Desirable
• Experience using an EPOS system