Visitor Services

Visitor Services Assistant – Castle

Culzean Castle is one of Scotland’s most loved castles, as one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this magical place. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS.

The role involves some physical activity and will include standing for periods of time and/or walking through the building undertaking guided tours. Due to the historic nature of the building physical access from the upper levels in the event of an emergency is currently only by stairs.

KEY RESPONSIBILITIES

Visitor Welcome & Front‑of‑House Duties

Warmly welcome visitors to the Castle, checking tickets and upselling guidebooks to enhance their visit

Ensure the highest level of customer service so all visitors receive an excellent experience

Maximise visitor enjoyment and understanding of the property by engaging them with the history of Culzean and the Kennedy family

Ensuring accurate recording of visitors through the till system

Membership Engagement & Promotion

Share the benefits of membership with ticket holders and actively seek innovative ways to encourage recruitment

Actively promote the work of the National Trust for Scotland and the value of membership to existing and potential members

Tours, Interpretation & Learning

Deliver a broad range of high-quality guided tours and talks for the public and organised groups, following a pre-arranged script within the allotted time of 45 minutes

Deliver engaging school workshops for all ages and abilities

Enhance the visitor experience through third-person costumed interpretation, object handling and conservation demonstrations (where applicable)

Promote and sensitively encourage donations during guided tours and/or at the Front Desk ensuring that visitors understand the impact of their support on the property’s conservation work.

Visitor Services Assistant

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Haddo House.
Situated in the heart of Aberdeenshire, Haddo House is a popular visitor attraction for tourists and locals alike.
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.
• To provide excellent customer service
• 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.
• 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).

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 Supervisor.

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.
• Excellent selling skills
• Genuine belief in the value of good customer service.
• Excellent interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.

Desirable:
• Previous front of house or guiding experience
• Additional languages
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent selling skills – adaptable to customer type and product.

Visitor Services Assistant – Housekeeping

JOB PURPOSE

To clean and maintain Greenbank House, to ensure the site retains its Visit Scotland rating and to enhance the visitor experience at the property. The Domestic Visitor Assistant should provide an efficient and effective service through high standards of cleaning and maintenance based on the needs of the property all year round, including events and functions.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The housekeeper is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property. These duties involve keeping the House and courtyard toilets presentable for staff and visitors.

There is a degree of flexibility within the hours however we are looking for them to be split over 3 days for example 4hrs Monday, Wednesday & Friday.

Specific duties include:

• To ensure that a high level of cleanliness is maintained throughout the House and courtyard.
• To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.
• Cleaning of all offices, toilets, staff kitchen and storage areas within the house.
• Wearing correct uniform, name badges, or PPE as required
• General cleaning of surfaces (e.g. windowsills, skirting boards, and doors) and the vacuuming/cleaning of floors as appropriate and cleaning of staff & public areas.
• To highlight general maintenance issues and forward to facilities manager/VSM where appropriate.
• Also required to contribute to major deep cleaning tasks during certain periods of the years.
• Empty and clean bins and remove waste to designated area, including the separation of waste, i.e. recycling, and any other duties required to maintain high standards required.
• Report to Line Manager any defects seen which are likely to affect public experience and security.
• The VSA is required to use only approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.
• Will be a frequent user of cleaning materials.
• Will be trained by the conservation team to assist with collections cleaning of various items within the house.

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

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