Visitor Services

The role

Co-ordinate the daily visitor operations at Highland Wildlife Park, ensuring the delivery of an accessible, exciting, and secure visitor attraction, five-star customer service standards and income levels in line with agreed targets.

Act as duty manager on a rostered basis, liaising closely with the living collections duty manager and other colleagues. Manage incidents and their impact on visitors as and when they arise

Some of the things you’ll do:

Line manage visitor experience assistants and assist with gate ( sentry), administration, on-site transport, car park and customer service, e.g. telephone and email handling
Contribute to and support the delivery of commercial events at HWP including photography tours, seasonal events and exclusive tours (including duty manager duties during events)
Act as visitor duty manager on a rostered basis, which requires the post holder to manage and oversee the daily operations of the site during opening hours and respond to incidents
Support the delivery of a five-star customer service culture and visitor experience, ensuring visitors receive a personal, knowledgeable and positive level of service on a daily basis
Support and deliver customer service training, working alongside HR and other colleagues. Gather face to face visitor feedback.
Support the induction process for visitor experience staff
What we’re looking for:

Educated to HND or equivalent qualifications or experience.
Health and Safety qualification e.g. IOSHH with good working knowledge of Health and safety practices.
Understanding of diversity and inclusion issues/regulations.
Good understanding and ability to engage with visitors
Engaging customers empathetically to link or upsell our products.
Providing first-class customer care and service, including dealing with customer queries.
What you’ll get in return:

Starting salary between £27,487 – £28,174 full time equivalent pro rated to hours worked (offer based on experience) with future possible salary progression up to £30,637 per annum
30 hr working week
34 days annual leave (pro rata)
Discount in both retail/catering
Access to a healthcare plan
Employer contributory pension scheme
You will receive a staff membership which will give you (and family/friends) free (and discounted) entry to both the Highland Wildlife Park and Edinburgh Zoo as well as a number of other zoos across the UK.
Shortlisting of applications and interviews for this position will take place while the advert is live; the advert will close once a successful candidate has been found. Interested candidates are therefore encouraged to submit applications as quickly as possible.

Weekend working required on a rotational basis.

Please see the role profile for further information on what the role involves and essential/desirable criteria.

Contract Type: Permanent
Salary: £23,633 – £25,829 per annum (pro rata for part-time)
Grade: FC04
Hours: 10.5 hours per week (9.30am – 1pm on Mondays and Saturdays, 1.30pm – 5pm on Tuesdays)
Location: Cardenden Library
Job Reference: ON000522

We are OnFife and as Fife’s largest cultural organisation we specialise in making jaws drop, hearts warm, eyes light up and imaginations run wild.  We work with a huge range of partners, artists and creatives and our spaces are some of Fife’s favourite places. An ambitious leadership-oriented charity, we’re built on strong values, and those values make us who we are – Fearless, Inviting, Fair and Exciting.

We’re a real Living Wage employer, and we offer a local government pension scheme, generous holiday allowance and flexible working opportunities.  If you need to travel for work, we can provide pool cars if you’re near head office or pay travel expenses so you are not out of pocket! Along with this, you can also access discounted gym/swim memberships and other employee benefits.

The Role
We have an exciting opportunity for a Library Assistant to join our team at Cardenden Library. The post is for 10.5 hours per week, 3.5 hours on Mondays, Tuesdays and Saturdays. You’ll provide a friendly, efficient and effective first point of contact for OnFife customers and visitors within the library. This includes providing advice, information, logging requests for services and taking payments. You’ll help with the delivery of OnFife services and contribute to the ongoing development of OnFife.

You can view the full Job Description on our current vacancies page on our website.

About You
We are looking for someone who puts the customer first, strives to provide an excellent experience to customers and visitors and who has a can-do attitude. Flexibility will be required and access to transport is necessary, as there may be travel throughout the region and you may be asked to change your working days from time to time.

How to Apply
If you would like to find out more information about this role before applying, please contact, Shirley Ballingall, Venue supervisor for an informal chat. Contact details to arrange this can be found on our current vacancies page on our website.

When you’re ready to apply, please complete our application form and return this along with our completed equal opportunities form to HR.FCT@onfife.com.

OnFife is an equal opportunities employer.

We are proud to support the Armed Forces community and are committed to the Armed Forces Covenant.

The closing date for applications is Thursday 12 September 2024 at 9am.

JOB PURPOSE

As a front-line member of the Engagement team your job is give an amazing welcome and tell the story of the Culloden Battlefield. You will be working in the gallery delivering handling workshops, delivering daily tours in the peak season, costumed presentations and facilitating school and military programmes as well as supporting in other departments.

This role is key to the visitor experience; your role is to put smiles on faces and ensure our visitors have an amazing visit.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the Engagement team to deliver high quality visitor experience at Culloden Battlefield, and across the Culloden Cluster (including but not limited to):

Deliver daily high quality informal and formal engagement programming

Develop strong historical knowledge of site and wider area

Be responsible and proactive. Ensuring all day-to-day tasks are completed including record keeping and reporting figures, cleaning, and basic administration as required.

To provide consistently excellent customer service when dealing with high volumes of customers

Cash reconciliation duties including start and end of day tasks, must have experience handling cash accurately and processing sales

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 Culloden cluster

Adhering to the property’s quality standards including but not limited to the 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).

JOB PURPOSE

To maximise our visitors’ enjoyment of the Battle of Bannockburn experience by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure. To ensure the smooth and safe running of operations in Admissions, Tours and Event activities.

To provide the highest degree of customer service: greet and welcome all visitors to the property; recruit new Trust members and promote fund-raising initiatives; deliver appropriate admissions procedures; and provide general visitor information. Please note that the job involves some physical activity in the form of periods of standing, walking, etc.

Some flexibility will be required as to when hours are worked and regular weekend working will be expected.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the property team in delivering a high-quality visitor experience at Bannockburn (including but not limited to):

Providing excellent customer service.

Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, cleaning, recording statistics etc.

Handling cash accurately and processing sales across all platforms.

To ensure perpetually high levels of accuracy are maintained for all transactions and data recording.

To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximize sales of admission tickets, membership and donations.

Working with the Guides and supporting with tours.

Cash reconciliation duties including end of day and administration tasks.

Be able to take responsibility for your own development and learning.

Taking booking enquiries and process appropriately.

To develop a working knowledge of the history of the site and being able to relate that to visitors in a friendly and engaging way.

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).

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.

This is a fantastic opportunity to join the Visitor Services Team within the Libraries and Museums service at the University of St Andrews.

We are looking for a real team player who will work with colleagues to ensure the highest standard of welcome for visitors to the Wardlaw Museum and on occasion the Bell Pettigrew Museum of Natural History, providing an orientation for visitors, introduction to the museum collections and access to family activities. They will bring the museum offer to life for families, adult audiences, students and the wider public and will have a role to play in developing this public programme. With support from the grade 3 Visitor Services Supervisors and the Retail and Operations Officer they will staff and maintain the retail offer for the museum, ensuring that sales opportunities are maximised and contribute to the overall visitor experience.

Visitor welcome

1. Work with the rest of the Visitor Services team to ensure the highest possible standard of visitor welcome.
2. Support Visitor Services Supervisors with opening and closing the building according to the security procedures.
3. Taking responsibility for opening and closing building in absence of Supervisors
4. Monitor gallery displays including regular checks throughout the day of museum areas
5. Answer telephone and in-person enquiries, including dealing with any issues
6. Support visitor studies and evaluation projects, including conducting field research.
7. Reporting maintenance and security issues to Supervisors/Retail and Operations Officer
8. Assist with museum marketing, events advertising and other Front of House duties
9. Support the implementation of H&S procedures and assessments
10. Work with and support Flexible Visitor Services Facilitators

Retail
1. Provide sales assistant support and maintain a proactive sales approach
2. Assist with visual merchandising in shop
3. Monitor and maintain stock levels and assist in replenishment
4. Cash handling and support in cashing up/banking in absence of Visitor Services Supervisors.

General duties

1. Act as a keyholder and provide staff access to the museum building out of opening hours
2. Gain and communicate a broad understanding of the collections
3. Assist with IT and manual administrative duties
4. Undertake any specialist and/or general training required for the position
5. Undertake any other duties commensurate with the position.

Special Requirements:

Some weekend and evening working will be required – these will depend on the shift patterns. Some additional hours may be available to cover private functions and these will be paid as additional hours.

KEY 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.

We are looking for charismatic individuals with a passion for gin and providing exceptional visitor experiences to join us as one of our prestigious Distillery Ambassadors!

Could this be the perfect opportunity for you?

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Our Story…

Born in 2010, and distilled in the heart of our namesake city, Edinburgh Gin has established itself as a pioneer in craft and wonder-filled flavour. We have been consistently rated on Tripadvisor as one of Scotland’s top tourist attractions through an offering of innovative and engaging experiences. Not one for ‘resting on our laurels’, in January 2024 we closed the doors to our Edinburgh Gin West End Distillery and Hanover Street retail shop in preparation for our extraordinary next chapter…

Nestled in the heart of Edinburgh’s Old Town, excitement is distilling as we look forward to opening our brand-new, state-of-the-art distillery at the Arches on East Market Street, where traditional craft meets innovation and we celebrate the art of gin-making amidst breath-taking views of Edinburgh’s skyline. This ongoing investment is a true testament to the pride we have in our product and our commitment to sharing this with our visitors, ensuring everyone who comes to see us has the most exceptional Edinburgh Gin experience.

With plans to welcome visitors from late 2024, our new Brand Home is more than just a distillery; it’s a place where stories are told, where discoveries are made, where life-long connections are made with our brand, and where the spirit of Edinburgh comes alive.

As we embark on this next evolution of our Edinburgh Gin journey, fuelled by our passion for gin and dedication to excellence, we are now looking for kindred spirits to join us at this truly exciting time…

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Our Opportunity…

As we prepare to open the doors and showcase our brand-new Distillery to visitors from across the globe, we are delighted to now welcome applications for our Edinburgh Gin Distillery Ambassador – Visits Team.

We are looking for authentic, engaging and charismatic individuals to join us. As part of our Visits team, you will bring our world class spirits to life; communicating our stories and Brand through the delivery of innovative tours, tastings and events, providing exceptional visitor experience in a warm and friendly environment.

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Who We Are Looking For…

As a Distillery Ambassador, you will share our passion and enthusiasm for our product, brand and experiences, acting as a true advocate for Edinburgh Gin, with the visitor experience at the heart of all you do.

In this pivotal role, we are looking for an effective communicator who is a confident public speaker and able to truly engage with audiences (from small to large groups), using your own initiative and creativity to help bring our products and history to life, enhancing the visitor experience.

Our successful candidate will be a team player, who is also able to use their own initiative and has a positive work attitude. Our Distillery will be open 7 days per week and will include regular weekend and occasional evening work, therefore we are looking for candidates who can be flexible in their approach. Previous experience in a similar role would be advantageous but not essential as full training will be provided.

Due to the nature of our roles, candidates must be 18 or over and also be able to demonstrate that they currently have the required documents to live and work in the UK.

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What We Will Provide You…

This is a part-time, permanent job opportunity with a highly competitive hourly rate of £12.60. In addition, we offer a generous benefits package including enhanced annual leave, company pension scheme and product discount to name but a few.

Our Distillery Ambassador roles are offered on an annualised hours contract meaning you will receive a guaranteed monthly income.

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Alternative Roles within Edinburgh Gin…

At this time, we are also welcoming applications for the following roles. If you are interested in more than one of our roles, we would recommend applying against your most preferred option and within your application cover questions, you can note interest in another one of our role/s.

Distillery Ambassador (Retail & Admissions)
Distillery Ambassador (Bar)
Housekeeper

All of our live vacancies can be found on our website

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Next Steps…

Our Distillery Ambassador role is a varied and rewarding role so… if this type of role excites you then we’d love to hear from you!

Please note, that along with your CV, you will need to answer some key questions and submit a tailored cover letter, clearly outlining why your skills and previous experiences are a perfect fit to what we are looking for – remember this is your opportunity to make yourself stand out from the crowd!

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received so our recommendation is that you apply early to ensure you don’t miss out!

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Ian Macleod Distillers…

Edinburgh Gin is part of Ian Macleod Distillers, an entrepreneurial, family-owned whisky and spirits business who own other premium and luxury brands such as Rosebank, Glengoyne, Tamdhu, Smokehead, to name but a few… ‘Crafting Spirits With Passion’ is what we do best! If you haven’t already, please browse around our company website and immerse yourself in our colourful history and sample the details of our exquisite brands.

Proudly supporting the #OpenToWork movement.

Here at Ian Macleod Distillers (IMD), we are an equal opportunity employer and proud members of the Scotch Whisky Association, Drink Aware and the Portman Group. We have developed our ‘Responsible Spirits’ approach, also following best practice to help shape our commitment to wider social responsibility and industry standards and promoting responsible selling and consumption of alcohol.

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