Visitor Services

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 Food & Beverage activities at Threave Garden & Nature Reserve, making the property 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 or catering purchase in a friendly, efficient and knowledgeable manner;
• 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;
• Welcoming groups in an efficient and warm manner;
• Answering visitors’ queries about the site, education facilities and the local area;
• 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; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• 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.

Food & Beverage duties (where applicable)
• To ensure good housekeeping of kitchens, serveries and back of house areas.
• To ensure that merchandising is in accordance with NTS policy.
• To assist in achieving site catering 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:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to 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.
• Ability to be proactive and to take the initiative as required.

Desirable:
• Demonstrable experience in a customer-facing role or hospitality role, delivering impeccable customer care through excellent inter-personal skills.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent selling skills – adaptable to customer type and product.

JOB PURPOSE
To maximise visitors’ enjoyment at 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 Admissions, Tours, Retail, Catering and Events activities making the property 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 or retail purchase in a friendly, efficient and knowledgeable manner.
• 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.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site and the local area.
• Providing information about the site, its history, contents, offers and merchandise.
• Promoting National Trust for Scotland brand to include our Membership scheme, guidebooks, 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
• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required.
• 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; gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• 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/Cashier duties (where applicable)
• To ensure good housekeeping of the museum and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/admissions/membership 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.
• To assist with the set-up and break-down of events in liaison with the Visitor Services Manager.
• To assist with Heritage Hospitality events. Staff may be asked to work through into evening hours.

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
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Demonstrable excellent time management skills and the ability to prioritise.
• 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 in storytelling and a passion for Scottish heritage and history
• Demonstrable experience in a customer-facing retail-based role and or a catering based role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.

The National Wallace Monument is seeking an experienced freelance actor or live performer to portray William Wallace during events, activations, and special visitor experiences at one of Scotland’s most iconic landmarks.

This is a unique opportunity to bring Scotland’s national hero to life for audiences from around the world, delivering powerful, engaging, and historically informed performances that enhance the visitor experience.

We’re looking for a male performer who can:

• Deliver short scripted and unscripted performances as William Wallace
• Interact confidently with visitors of all ages in character
• Support event days, private events and seasonal activities
• Bring authenticity, presence, and passion to the role
• Represent the Monument with professionalism and enthusiasm
• Work with the onsite team to ensure all visitors receive a friendly welcome and excellent service.

Along with storytelling, performances may include Q&A sessions and photo opportunities.

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 Admissions, Tours, Retail, Catering and Events activities making the property 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 or catering purchase in a friendly, efficient and knowledgeable manner.
 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.
 Welcoming groups in an efficient and warm manner.
 Answering visitors’ queries about the site, education facilities and the local area.
 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
 The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required.
 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; housekeeping, gardening, grounds maintenance 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/Catering/Events/Cashier duties
 To ensure good housekeeping of catering kitchens, serveries and back of house areas.
 To ensure that retail merchandising is in accordance with NTS policy.
 To assist in achieving site retail/catering/events 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.
 To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
 To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

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 impeccable customer care through excellent inter-personal skills.
 Demonstrable experience in a catering based role, delivering impeccable customer care and food safety standards.
 Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
 Experience in EPOS style till operation.
 Excellent cash handling skills.
 Excellent “front of house” persona – warm, welcoming, patient, understanding.
 Excellent selling skills – adaptable to customer type and product.
 Demonstrable excellent time management skills and the ability to prioritise.
 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.
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 in storytelling and a passion for Scottish heritage and history

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

An exciting opportunity has arisen to be a part of the seasonal Visitor Support Team at Floors Castle, one of Scotland’s most iconic country houses. We are looking for an outgoing, confident and flexible person to fill a seasonal position, primarily working in our Admission Kiosks.

If you are passionate about excellent customer service, keen to learn more about the fascinating history of the Scottish Borders, and interested in joining our team, then we want to hear from you. Roles available from 3rd April to the end of September.

What we do? At Drumlanrig Castle, visitors are truly spoiled for choice. They can admire our magnificent Pink Palace, marvel at the stunning Victorian Gardens, enjoy a guided tour, experience the woodland adventure playground, discover miles of scenic walking and cycling trails, and relax with delicious homemade treats and refreshments in our tearoom or Larchwood Cabin Café.

The role? Hosting Castle tours, you will bring the rich history of Drumlanrig Castle to life, sharing engaging stories about the Castle’s unique past and taking the lead in ensuring the safety of tour groups. Handling questions confidently and sharing information passionately, you will play a key role in creating unforgettable experiences for our visitors. This is a seasonal role from April to August, with variable hours, primarily at weekends.

The person? As a natural storyteller with a keen interest in Scottish history and an understanding of art, you will demonstrate the ability to talk to people from all walks of life, and enjoy sharing knowledge and creating a warm, welcoming atmosphere. Flexibility to work weekends and varied hours is essential. Due to our rural location, access to your own transport is required, as there is no public transport to the Castle.

Why work for us? This is a unique opportunity to work within the stunning surroundings of Drumlanrig Castle. You will gain new skills and knowledge in a friendly, supportive environment with people who share your passion for delivering memorable visitor experiences.

How to apply? Please email a copy of your CV and covering letter to recruitment@buccleuch.com.

The closing date for applications is Friday, 20th February.

Please view our privacy policy at https://blht.org/privacy/.

The Buccleuch Living Heritage Trust is a registered charity No.SC014915.

JOB PURPOSE
This role exists to ensure a best-in-class visitor experience that compliments the quality of an internationally recognised heritage garden of outstanding horticultural importance; leading all staff to contribute fully to the operations overall commercial and conservation success.
You will be a member of the Inverewe welcome team assisting with the operational delivery of retail, admissions and the visitor experience at the property. Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximized and key commercial, financial and development objectives are achieved to make the property fully sustainable. You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the site, and joined up service provision. You will be based at Inverewe and report to the Visitor Services Manager.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
· Supervising/undertaking the day-to-day operation of the Visitor Centre to ensure an excellent customer/visitor experience. This includes:
o Supervision of the retail offer (including ordering, merchandising, sales targets);
o Membership sales (to targets) and general customer service (individuals, education visits, other groups.
o Health & Safety procedures, emergency procedures, and environmental procedures.
o Deputising for the Visitor Services Manager on-site and off-site as required.
· Responsible for day-to-day financial administration within the retail operation, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of the banking processes, and reporting of working hours for payroll.
· Supporting the Visitor Services Manager – Retail with the recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.
· Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spends and support overall Property targets;
· Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
· No formal educational qualification required (but see “Experience” below);
· A full, clean driving license for driving in the UK.

Experience

Essential
· Significant previous experience of working in a busy retail environment. including supervision of staff and/or responsibility for specific activities.
· Previous retail supervisory experience.
· Strong personal belief in the value of excellent customer care with the ability to translate this into actions.
· Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
· Proven sales skills with the ability to achieve targets.
· The ability to think and act quickly when confronted with emergencies.
· Competent user of Microsoft Office products.
· Current driving license valid for driving in the UK.

Desirable
· A genuine understanding of and belief in, the work of the National Trust for Scotland;
· Access to own transport.

DIMENSIONS AND SCOPE OF JOB

Scale
Inverewe Garden & Estate comprises of an area of 2103 acres in total with an area of 54 acres specifically dedicated to Inverewe House and Garden. Additionally, the wider estate has both natural and cultural features including; species, habitats and archaeological sites which hold considerable international, national and local significance.
There is one retail outlet located within the property at Inverewe Garden Visitor Centre. Delivering 200-250k per annum
There are two catering outlets within the site; Osgood’s Café situated out with the garden and the Bothy café situated within the garden.
The property also hosts, visitor events, specialist festivals and offers holiday accommodation.
· People Management
· Daily interaction with customers/clients (including members, visitors, coach and tour organisers).
· Supervisory responsibility for between 6-15 visitor services assistants.
· Some volunteer management as part of overall property responsibilities and during events.
· Finance Management
· Assists with the management of the retail budget at Inverewe and works alongside the Visitor Services Manager.
· Tools / equipment / systems
· Access to desktop PC and relevant IT systems, i.e. standard NTS management systems including Intranet, T:Drive, Dynamics, EPOS.

We are currently recruiting for a number of exciting roles.
Scone Palace is an iconic venue and 5 star visitor attraction, welcoming over 100,000 visitors a year. We offer sociable working hours and the chance to work in a unique and varied business. Visit our website to see our current vacancies and register your interest to join the team for the 2026 season.

Scone Palace opens to visitors between 1st April – 31st October and is open 7 days a week, therefore weekend working will be required. Flexible shifts are available.
Seasonal vacancies for the following roles: Duty Management, Hospitality, Retail and Guiding & Ticket sales.

If you’re a people person, enthusiastic about delivering an excellent customer experience, we would love to meet you. For full job descriptions please view our website.

Scone Palace is an iconic venue and 5 star visitor attraction, welcoming over 100,000 visitors a year.

We are seeking a dedicated and experienced Seasonal Duty Manager (Visitor Operations Support Manager) to help ensure continuity is maintained between teams and ensuring every visit is extra special to exceed our visitors’ expectations. The ideal candidate will have a strong background in hospitality management or similar and be passionate about delivering excellent customer service with a great eye for detail. A good understanding of health and safety compliance and the ability to work efficiently in a busy environment and well within a team is essential.

The Palace opens to visitors between 1st April – 31st October and is open 7 days a week, therefore weekend working will be required.

Main responsibilities include:
– Undertake Duty Manager shifts as required to support the front of house teams (Retail/Catering/Admissions)
Maintain good communication and working relationships with all teams across the business
Ensure high standards of presentation in all public areas
Handle telephone calls, emails and visitor and sales enquiries
Help ensure security of buildings and keys in conjunction with the Caretaking Team
Overseeing the safety of staff and the general public whilst in the Palace, being available to deal with any issues that may arise, e.g. fire evacuations, Palace closures
Use of business systems such as tills/EPOS/booking systems etc.

Skills & Qualifications:
Proven experience in a supervisory role within the hospitality industry, with a strong focus on guest services.
Excellent leadership skills
Strong organisational skills and attention to detail
Exceptional communication skills, both verbal and written
Ability to work under pressure while maintaining a positive attitude
First Aid qualification and holder of Personal Licence (alcohol licensing) would be advantageous
Holder of IOSH/NEBOS Health & Safety qualification or similar is desirable degree in Hospitality Management or a related field is preferred but not essential.

We offer sociable working hours and the chance to work in a unique and varied business. If you’re a people person, enthusiastic about delivering an excellent customer experience, we would love to hear from you.