Visitor Services

Visitor Services Manager

JOB PURPOSE

Hill of Tarvit contains an Edwardian mansion and estate, located near Cupar in Fife. The property includes a beautifully preserved house designed by Sir Robert Lorimer, extensive formal gardens, woodland walks and the unique Kingarrock Hickory Golf Course.

This is an exciting and dynamic leadership role that offers the opportunity to enhance the visitors experience – bringing the 1920s to life – whilst developing Kingarrock’s unique historic golf offer. The role combines heritage, innovation and visitor engagement, giving you the chance to create memorable experiences.

You will be responsible for the onsite operations of Hill of Tarvit & Kingarrock Hickory Golf Course. Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, events, financial and development objectives are achieved to make the property sustainable. You will lead a management team responsible for delivering an overall visitor service strategy and caring for the site.

This is a complex role. With a strong background in operational management, you will be required to juggle staff management, property maintenance and health and safety alongside providing innovative ways for visitors to engage with the site. Leading visitor engagement on a site with many distinct visitor types will be challenging – you need to engage with but not alienate current visitors whilst increasing both visitation and dwell time in each area as well as increasing secondary spend.

You will encapsulate the Trust’s values of brave, caring, curious, inclusive and vibrant and enable good communication across the site to ensure a joined-up service provision.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Leadership – whole estate vision
 You’ll lead our vision to turn the estate into an immersive Edwardian experience – from golf attire to tearoom aesthetic.
 You will have responsibility for opening and closing and security of buildings and collections as well as emergency procedure implementation, duty management and providing relief cover as required.
 You will collaborate with an experienced team of gardeners and be supported by a Fife collections care team.
 Managing the golf assistants, catering visitor services assistants and visitor services supervisors you will take responsibility for recruitment, induction, rota management, staff and volunteer development, and performance management so they are fully equipped and motivated to undertake their duties.
 You’ll recruit, retain and reward our volunteer team, an essential part of our property workforce.
 By creating a culture of “exceeding visitor expectations” you will ensure high standards of delivery and a consistently warm welcome within the visitor experiences at all properties: understanding that the visitor journey for holiday makers, mansion visitors, event attendees and golf players is very different.
 By collaborating with other leads in the Fife cluster you’ll work on making Fife a visitor destination and increase dwell times for the benefit of all sites.
 Developing and managing food & beverage income from grab and go to planning function catering and bringing to life our tearoom concept.

Audience & stakeholder development
 Increase visitor numbers at Tarvit through marketing, events, partnerships and working along stakeholders including representing Kingarrock at marketing and networking events and conferences to develop awareness of the golf course and drive new footfall.
 “Upselling” membership and events using face to face and by other means of interaction such as social media.
 Develop and implement strategies to enhance public engagement and access to the natural heritage across the sites.
 Increase audience reach through events, interpretation, and community engagement initiatives.
 Use expertise and experience to influence and develop internal and external policy statements and positions.
 Absorbing visitor feedback from ASVA, trip advisor and local surveys and putting improvements in place.
 Working with the community engagement manager on a community engagement plan for the site
 Look after our tenants, holiday cottage visitors and wedding guests.
 Develop golf partnerships for both international visitors and corporate events, including the R&A and the Old Course, St Andrew’s.
 Develop and manage new travel trade and hospitality experiences with the central team.
 Collaboration with the local access forum on core paths and links with nearby villages.

Nature
 Work with the head of natural heritage, the gardens & designed landscape manager & head gardener to manage the site for nature conservation, including exploring becoming a site of special scientific interest.
 Lead the development and implementation of appropriate management frameworks – for example the a woodland management plan.
 Manage and oversee surveys of wildlife and habitats and feed this knowledge into management decisions, marketing of natural heritage, and further development of our voice.
 Organising and implementing all ecological monitoring with work feeding into national and international monitoring schemes.
 Maintain and manage habitats and wildlife with the aim of protecting species and increasing biodiversity.
 Provide information to visitors to encourage more visitors and help people get more out of their visit.

Health & Safety
 Taking ownership for the safe operation of the mansion house – including fire risk management to protect holiday makers and tenants and security of the site’s collections.
 Planning and delivery of regular compliance checks and evidencing these as required.
 Responsible for out of hours calls from holiday guests as well as fire & intruder alarms.
 Working alongside the operations manager and health & safety advisor to do ensure visitor safety across all sites through risk assessments, proactive maintenance, and emergency response planning.
 Oversee the upkeep of paths, signage, gardens, and visitor facilities, ensuring high-quality visitor experiences.
 Work with the estates surveyor to uphold repairing standard, agricultural landlord responsibilities and licences to occupy.
 Create management tools for maintaining estate infrastructure (e.g. paths, gates, signs, vegetation management) to achieve ecological, visitor services and safety outcomes.
 Training of staff to ensure understanding and responsibility for health & safety on site.

Living the Trust’s Values
Demonstrate and promote the National Trust for Scotland’s core values in all aspects of work:
 Brave – Be willing to take innovative and bold approaches to conservation and engagement.
 Caring – Show dedication to the protection of Scotland’s natural and cultural heritage – including our sporting history – and to the communities engaging with it.
 Curious – Seek new opportunities to enhance visitor experiences and learn about emerging conservation practices.
 Inclusive – Foster an open and welcoming environment for all visitors, stakeholders, and team members.
 Vibrant – Bring energy and enthusiasm to the role, ensuring that the sites remain dynamic and inspiring places to visit.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Skills, Experience & Knowledge

Essential
 Have direct experience of managing multi-strand visitor/commercial services in a hospitality, retail, catering, heritage or tourist-attraction context.
 Experience in Catering & Hospitality
 Management of volunteers.
 Understanding of Sports – hickory golf course
 Experience of working and communicating with complex and multiple stakeholders.
 The ability to remain calm in challenging and unexpected situations.
 Possess excellent communication skills (written and oral).
 Computer literacy with excellent ability of MS software
 Excellent leadership and influencing skills.
 Excellent understanding of report writing and financial management.
 Well-developed time management and organisation skills.
 Experience in using social media to promote the site, its experiences and events.
 Being able to demonstrate our values: caring, inclusive, brave, curious & vibrant.

This role is one for which the duties, responsibilities or accountabilities of the role require you to undertake a criminal records check, specifically a Basic Disclosure.

Qualifications

Essential
 NVQ3/BTEC/City & Guilds/HND/Degree or equivalent experience.
 Ability to work ‘hands-on’ – including in the kitchen/retail and admissions areas – alongside the team members, demonstrating the customer service skills required of all staff.
 Experience in a retail and sales environments.
 Hold a valid and recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License.
 Intermediate Food Hygiene Certificate or above.
 Current driving licence.

Desired
 IoSH managing safely.

DIMENSIONS AND SCOPE OF JOB

Scale
Mansion house – grade A listed mansion house, containing the Sharp’s collection, Fife textile store, two residential tenancies and a holiday let.
Holiday lets – in the wider estate there are three standalone 4* cottages with exceptional occupancy rates.
Residential – Scotstarvit cottage sits in the wider estate.
Functions – from elopements to marquee weddings to funerals, there are multiple opportunities to hire the mansion and estate by external parties.
Travel Trade – working with Welcome to Fife and the Fife Chamber of Commerce, the Fife properties are enjoying an upturn in destination tourism.
Events – A vibrant events programme is in development, growing this is within the scope of this role, as is developing the site as a hospitality venue not just for weddings but for corporate days out and exclusive hire events. The site has also been a successful filming location in recent years and with the filming manager this opportunity should be extended. Leading visitor engagement on a site with many distinct visitor types will be challenging – you need to engage with but not alienate current visitors whilst increasing both visitation and dwell time in each area as well as increasing secondary spend.
Built structures – responsibility for a litany of listed buildings from the A-listed stable and C-listed structures including the Edwardian laundry, the summer house, workshops and glasshouses.
Golf course – the only remaining dedicated hickory course in Europe, the designed landscape is also a hive of sustainable conservation. 80% of our golfers come from the international tourist market. We have collaborated with Elmwood College and the University of St Andrews to give talks on sustainable golf courses.
Woodland walks – the estate comprises 113 ha, with paths including the centenary walk. We welcome around one thousand dog walkers every week.
Health & safety – as outlined earlier, the estate requires complex compliance checks and routine monitoring to ensure the safety of staff, visitors, residents and holiday-makers. This will take up a significant part of your role.

A significant amount of time spent in the role is non-desk-based and the role-holder can expect to be actively present in most areas throughout a working week (as well as, on occasion, being off-site for meetings, etc.).

Will be required to work flexible working patterns and hours, including evenings, weekends, and public holidays. As part of the role and as a senior member of the team, there will be an expectation that the post holder would attend work at short notice if operational needs demand and circumstances allow.

People Management
 Direct line management of two Visitor Services Supervisors, a greenkeeper and a team of seasonal Visitor Services Assistants. Whilst staffing resource is lean, there is a very loyal and vibrant volunteer base who form a crucial part of the Tarvit team.
 Ensure staff performance is managed and supported with a proactive approach to training and learning.
 Working closely with property, cluster and Regional and National colleagues and external supporters, suppliers and stakeholders.
 Working with volunteer groups, e.g. planning, Conservation volunteer events and liaising with external corporate and charitable groups.
 Will have regular (daily) interaction with members of the public of all ages and abilities.
 Will have frequent interaction with suppliers and contractors, including procurement and appropriate selection according to Trust requirements (e.g. insurance levels).
 Developing and maintaining sound relationships with local stakeholders.
 Occasional leading and participating in multi-disciplinary project teams consisting of in-house staff and external consultants/contractors.
 Attending meetings, training and updates such as the cluster lead meetings, budget meetings and keep professionally informed.
 Tenant and stakeholder management will also be part of the postholder’s duties. There are currently four holiday lets and two residential tenancies on the site. With tenants and holiday makers entering and leaving the mansion house, you will need to balance and manage protection of the mansionhouse and its collections with fire risk management and sleeping risk.

Finance Management
 Work within an approved budget for approximately £400k income and £550k expenditure annually. Actively seeking new opportunities for profitable income streams.
 Support budget development and take responsibility for adhering to budget and setting weekly targets for income.
 Develop local KPIs which help your property team connect to the targets of the Trust.
 Will be a frequent user of the Trust’s computerised purchasing and weekly reporting systems.
 Being the onsite client for projects – working with contractors and monitoring project costs and progress,
 Weekly banking and adherence to the Trust’s Cash Handling Procedures.

Additional Responsibilities
 The duties/responsibilities/accountabilities of the role require you to become a member of the Protection of Vulnerable Groups (PVG) scheme
 Acting as a first aider and Premises license holder.
 Will be a key holder.

Visitor Services Supervisor

JOB PURPOSE

To provide operational coordination and supervision of visitor services (including Food & Beverage, Retail & Admissions, Holiday Accommodation) in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and with delegated responsibility for all visitor services areas and duty management is very often the “face” of the Trust to visitors and suppliers. As such, they directly influence public perceptions of the Trust and are crucial to developing and maintaining the property’s local / national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supervising / undertaking the day-to-day operation of visitor services areas to ensure an excellent visitor experience. This includes supervision of:
 F&B (main area of focus) – food preparation and baking, menu development, costings, stock management, food safety management system, tearoom serving and seating areas.
 Retail & Admissions – ticketing & membership sales, stock management, visual merchandising.
 Holiday Accommodation – cleaning and setting up property in advance of guest arrivals, stock management, liaising with external laundry service.
 Line management of Visitor Services Assistants and supervision of Visitor Service Volunteers.
 Ensuring property social media is managed to generate interest, engagement and help drive visitor numbers.
 Health & safety and emergency procedures.
 Security and maintenance of the property.
 Duty management and oversight of the property.
 Deputising for the Visitor Services Manager on-site and off-site as required.
Responsible for day to day financial administration at the property, including:
 Ensuring completion of daily cash / till reconciliation.
 Weekly reports and reconciliation.
 Completion of banking and all cash handling processes.
Supporting the Visitor Services Manager with:
 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 supervisors / managers across the property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall property targets.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to employees, volunteers and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

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

Skills, Experience & Knowledge
Essential
 Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and / or responsibility for specific activities.
 Food preparation / baking in a commercial kitchen environment.
 First class customer service skills.
 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.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Food Hygiene Qualification.
 A formal qualification in Heritage Management, Hospitality, Tourism or Event Management.
 Previous event coordination / management experience.

DIMENSIONS AND SCOPE OF JOB

Finance Management
 Share responsibility for achieving property budget together with the Visitor Services Manager.
 Monitor commercial performance and adjust activities to capitalise on sales opportunities and run a cost-effective operation.
 Supervise daily till operations, reconciliations and reporting.

Tools / equipment / systems
 Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
 EPOS tills and chip and pin machines.
 Fully equipped kitchen.
 Use of internal finance and banking systems.

Performance indicators and targets
 Weekly, monthly and annual sales and cost of sales targets.
 Food compliance standards and record-keeping.
 Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback.

Science Project Manager

Working within the wider Science Learning Team, the Science Project Manager will be responsible for overseeing the development and project management of Glasgow Science Centre’s learning programmes. The Science Project Manager will assist the Learning Manager to build financial stability for the Science Learning team, delivering projects that inspire and engage our education, community and public audiences.

You will project manage all aspects of the science learning programme, including budget management, resource planning and reporting internally and externally.

You will also line manage a small team of Science Learning Coordinators, including recruitment, induction, mentoring and performance management.

You will be working with the Learning Manager to identify and apply for funding for the development and delivery of science programmes for education, community and public audiences.

Science Learning Coordinator

An exciting opportunity has arisen to join the Learning team

You will be working within the Learning team to develop and support the delivery of high-quality science learning experiences for schools, communities and public audiences, while also contributing to the consistency and quality of science engagement across the science centre through effective communication and support for engagement staff.

You will develop high-quality resources and experiences for all audiences, ensuring they have engaging and relevant content and are delivered in an appropriate way that inspires and challenges audiences.

You will also work with teams across GSC to develop, coordinate and deliver events for school, family, uniform group, adult and community audiences. All whilst coordinating allocated projects, including creating and managing project plans, budgets, timelines and reports.

Visitor Services Assistant – Housekeeping

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 maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining the excellent standards we set across our properties. Providing an efficient and reliable service based on the needs of each property and ensuring that all areas are cleaned and maintained to the highest standards.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Undertaking a wide variety of housekeeping duties in connection with the well-being and care of the holiday accommodation and visitor facilities at Drum, including:

• Maintain stock-levels of housekeeping consumables and janitorial supplies.
• Routinely clean and look after the holiday accommodation which will involve but is not limited to:
• vacuuming, sweeping, mopping, polishing of floors
• dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors
• dusting/wiping of sills, skirtings, door, and window frames
• cleaning of windows
• cleaning of lavatories, sinks, etc
• cleaning of bathroom/toilet areas and fittings
• cleaning of kitchen areas and equipment
• checking functionality of lighting, heating, TV/radio etc
• replenishing of welcome/hospitality trays, and consumables
• changing of bed linen and towels, providing clean laundry for each occupancy
• disposal of general household waste
• monitoring any loss or damage and reporting to the Visitor Services Manager

• The general ongoing operational cleaning of all areas as necessary, as toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc.

• 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, and considered use of transport.
• In accordance with the property’s procedures, share in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm. This includes weekly fire alarm checks whilst cleaning and communicating with the Duty Manager to record.

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
 No formal educational qualification required.

Skills, Experience & Knowledge
Essential
• Sound previous housekeeping experience including cleaning and presentation of areas open to the public or let for (holiday-) rental.
• Be responsible and proactive, ensuring all day-to-day tasks are completed as instructed.
• Personal commitment to high standards of cleanliness
• Demonstrable excellent time management skills and the ability to prioritise.
• Ability to work within a team or independently to a high and safe standard.
• The ability to take the initiative and address problems or deal with tasks as they arise.
• Full UK driving licence and access to own transport.
• Reliable with a flexible approach to working schedule, i.e. requirement to work weekends
• This is a physical job, which will normally include use of vacuum cleaners and other cleaning tools and products as well as lifting and carrying objects.
• Excellent interpersonal skills, with an ability to get along with a wide range of people.

Desirable
• Recognised First Aid Qualification.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Knowledge of the geographical location.

Visitor Services Assistant – Housekeeping

JOB PURPOSE

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

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Undertaking a wide variety of housekeeping duties in connection with the well-being and care of the Food & Beverage area, visitor facilities and Holiday Accommodation at Crathes, including:

• Maintain stock-levels of housekeeping consumables and janitorial supplies.
• Daily clean and look after the Food and Beverage area and visitor facility which will involve but is not limited to:
• vacuuming, sweeping, mopping of floors
• Cleaning of windows
• dusting of surfaces and fittings such as entry area, furniture and doors
• dusting/wiping of sills, skirtings, door, and window frames
• cleaning of toilet areas and fittings
• replenishing of welcome/hospitality trays, and consumables
• monitoring any loss or damage and reporting to the Visitor Services Supervisor
• Holiday Accommodation cleaning

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
 No formal educational qualification required.

Desirable
• Recognised First Aid Qualification.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Knowledge of the geographical location.

Visitor Services Assistant – Food & Beverage

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.

Visitor Services Assistant

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.

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.

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.

Visitor Services Assistant

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.

Actor / Performer / Storyteller

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.

Visitor Services Assistant – Housekeeping

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The Housekeeper is responsible for a wide variety of housekeeping duties in connection with the well-being and care of the visited, non-visited and holiday accommodation at Culzean Castle and Country Park as per the Trust’s Housekeeping Procedures Manual, including the following:

Ensuring a high standard of cleanliness to all visited and non-visited areas of the property as directed by your line manager

The general ongoing operational cleaning of all areas as necessary, as toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc

Working with the public, cleaning during trading hours

Ensuring site is ready to open and welcome visitors by the set opening time

Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care

In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, china silverware, other artefacts and delicate fabrics and curtains

Checking of collections and domestic inventories during changeover

Reporting losses/breakages, wear and tear and repairs required immediately to your line manager

Provide support to enable functions and events to be successfully delivered

Provide support to the Facilities Department to undertake various compliance related tasks including, but not limited to fire related testing and inspection, legionella related tasks (e.g. flushing regimes) etc

Wearing correct uniform, name badges, or PPE as required

Reporting all H&S hazards, fire risks, and instances of damage and wear and tear issues promptly to the Visitor Services Supervisor

Routinely clean and look after the holiday accommodation which will involve but is not limited to:

vacuuming, sweeping, mopping, polishing of floors

dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors

dusting/wiping of sills, skirtings, door, and window frames

cleaning of windows

cleaning of lavatories, sinks, etc

changing of bed linen and towels, and making of beds

cleaning of bathroom/toilet areas and fittings

cleaning of kitchen areas and equipment

checking functionality of lighting, heating, TV/radio etc

Visitor Services Assistant

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.

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