Visitor Services

Leith Hall

This role is based at Leith Hall Garden and Estate. Leith Hall is an A-listed, 17th Century quadrangular house and was gifted to the National Trust for Scotland in 1945.
The 6 acre garden comprises a B-listed walled garden and is divided into East and West sections containing an impressive and recently reconstructed Arts and Crafts rock garden, a 100m long herbaceous border, serpentine catmint border, shrubberies, lawns, vegetable and fruit gardens, glasshouses and plant sales table, and specimen trees and shrubs. The garden also features the iconic moon gate, one of a few rare examples in Scotland, and the adjacent semi-circular stables block.
The wider policies include parkland trees (including the famous Dule Tree), avenues and drives, meadows and two lakes.

JOB PURPOSE

Under the direction of the Head Gardener, to ensure that the garden and estate are managed and maintained to a high standard in line with the aims and objectives of the National Trust for Scotland.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1. Assisting with general horticultural duties to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors. Activities may include:
a. Hand-weeding of beds and borders
b. Weeding, watering and feeding vegetable beds and harvesting produce
c. Planting out (under direction of staff)
d. Grass-cutting, strimming, hedge-cutting and raking/collection
e. Cutting of lawn edges
f. Application of mulches

2. Assisting with general property maintenance duties for the maximum safety of, and enjoyment by, visitors. Activities may include:
a. Refuse disposal
b. Raking gravel paths

3. Assisting as required with the general enjoyment of the gardens and estate by:
a. Responding to general visitor enquiries
b. Assisting at events held within the garden or on the estate

4. Assisting with interpretation activities such as answering basic horticultural enquiries from visitors and providing clear and accurate plant labeling.

5. Working with the full time staff to foster positive relationships with local communities, visitors and promoting the work of the Trust, and actively seeking opportunities to increase Trust membership.

6. Working with volunteers to ensure they deliver required outputs at the appropriate standard and gain benefits from their volunteering

7. Ensuring compliance with the Trust’s health, safety and environment policies and procedures to ensure the safety of staff, volunteers and visitors. This includes recognition of the Trust’s environmental policy with respect to sustainable gardening policies.

This role does not require you to undertake a criminal records check.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
 No formal educational qualifications required – but previous gardening experience is highly desirable
 Driving License, valid for driving within the UK

Experience

Essential
 Should be experienced with a wide range of hand tools and basic machinery / equipment (e.g. lawn mowers, strimmer) or willing to be trained
 Excellent interpersonal and communication skills, confident in interacting and dealing with a wide range of people, and able to represent the Trust
 Some practical knowledge of Health and Safety processes and the ability to work effectively within these processes
 Capable of working effectively within a team environment, but equally able to work unsupervised
 Good organisational and time management skills – including the ability to prioritise work where necessary
 Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland

Desirable
 A genuine love for gardening and garden maintenance is highly desirable
 Experience of working in a garden open to the public
 Competent IT skills sufficient for use of the internet and for completing intranet training modules
 Ride-on mower experience

DIMENSIONS AND SCOPE OF JOB

People Management
 Will work closely with the Head Gardener and Gardener and other property staff
 Will regularly work with a team of garden volunteers
 Will have daily interaction with members of the public of all ages and abilities

Finance Management
 Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in the allocated areas (e.g. compost, materials etc)

Tools / equipment / systems
 Will be a frequent user of powered tools such as mowers, strimmers, hedge-cutters
 Will be a frequent user of hand tools such as spades, forks, trowels, rakes, hoes, shears and secateurs

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 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 (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/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of all 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
• 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

• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
• Experience in storytelling and a passion for Scottish heritage and history

Site specific requirements
Be prepared to work at least one weekend in three, or more if required.
Willing to work in at least two of the three main areas at Craigievar:
• Shop / reception
• Catering kiosk
• Guiding

JOB PURPOSE

As a front-line member of the Culloden team your job is give an amazing welcome and tell the story of this iconic site. You will be responsible for welcoming our visitors to the site and making sure that they are greeted and maintain parking facilities. You will be part of our Visit Scotland 5-star team acting as an ambassador for the site and the National Trust for Scotland.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the wider Welcome team to deliver high quality visitor experience at Culloden Battlefield (including but not limited to):

• To provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, maintaining car park machines, and keeping our facilities clean from litter.
• Working with the Visitor Services Manager (Welcome) to deliver an excellent visitor experience from arrival to departure.
• Cash handling duties including emptying of car park machines. Ensuring cash is handled accurately.
• 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 maximise sales of admission tickets, membership and donations.
• Be able to take responsibility for your own development and learning.
• Answer basic questions about operating hours.
• Have a flexible approach to working hours and days including working weekends and Bank Holidays as appropriate.
• To work across departments when necessary, supporting the wider Culloden Cluster team
• 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.
• To provide consistently excellent customer service when dealing with high volumes of customers.
• Adhering to the property’s quality standards including wearing of uniform.
• Ensuring health, safety 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).

• The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience

Essential
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, to adapt working patterns and tasks to meet day-to-day variations in 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.
• Willingness to work outside in all weather conditions.
• 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 cash handling experience
• Foreign language skills
• Historical knowledge of the site and area
• Previous experience in museum, tourism or equivalent sector

JOB TITLE:
Seasonal Retail & Admissions Assistant

RESPONSIBLE TO:
Retail & Admissions Supervisors

RATE OF PAY:
£13.00 per hour (plus an Annual Bonus Scheme and other great benefits

TYPE OF ROLE:
Seasonal, Part-Time, various options from March to October 2026. Hourly Rate: £13.00

PURPOSE AND OBJECTIVE OF ROLE
To provide excellent customer service, process admissions, and assist with retail sales

Main Duties & Responsibilities
Retail
Assist visitors with purchases and provide attraction recommendations.
Operate the till system, handle cash and process card transactions.
Ensure all banking and cash handling requirements are met, ensuring adherence to security and cash handling procedures at all times.
Restock shelves, maintain displays and ensure the shop is tidy and presentable
Monitor stock levels and report any shortages to the Retail & Admissions Supervisor.
Assist with visual merchandising and promotional displays in park outlets.

Admissions
Welcome visitors in a warm, professional manner.
Process ticket sales accurately using the admissions system.
Provide information about the Park, attractions, exhibitions, facilities and special events.
Contribute to the smooth running of the department and all areas of responsibility.
Assist with queue management during busy periods.
Handle customer enquiries in person, via phone and email.
Ensure the admissions area is clean, organised and fully stocked with promotional materials, as it is visibly appealing for visitors.

General
Provide friendly and helpful customer service to visitors, responding to enquiries and directing them as needed.
Undertake sales activities and any other activities in Retail & Admissions following service standards, ensuring that sales opportunities are maximised.
Take delivery of stock, unpack, and process deliveries
Manoeuvre stock between the shop floor, storage areas and other retail outlets within the park as required each day.
Handle customer complaints professionally and escalate issues when necessary.
Follow health and safety, cash handling and security procedures
Work collaboratively with team members and other departments.
Support events, promotions and special activities as required.
Support a culture of continuous improvement.

Special requirements
Ability to work in a fast-paced environment
Strong work ethic
Punctual and reliable
Positive, can-do attitude working as part of a team
Good numeracy skills and attention to detail for handling transactions.
Basic IT skills and experience using POS systems (preferred)
Knowledge of Health, Safety and Environmental regulations.
Knowledge of Liquor Licensing laws.

The above list is not exhaustive. The company may amend your duties from time to time and, in addition to your normal duties, you may from time to time be required to undertake additional or other duties as necessary to meet the needs of the business.

As a Brand Home Ambassador & Tour Guide, you will be the face of our brand new distillery and visitor centre in Luss.

Your role will be pivotal in delivering exceptional, engaging, and educational experiences to all guests, from immersive gin tours and to bespoke whisky tastings. You will bring our wide portfolio of brands to life, ensuring every visitor leaves with a memorable experience.

Please apply using the link below, or reach out with any questions to information@lussdistillery.com

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Provide a consistently high standard of customer service

• Welcome customers at all our key touch points, from their arrival in our car park and entrance area, to making purchases in our café and shop, exploring our unique reconstruction of a 300-year-old turf house or enjoying the info hub, cinema and exhibition.
• Provide a responsive, friendly and efficient service tailored to the needs of both individual visitors and tour groups.
• Develop a thorough understanding of the place you work, enabling you to share stories.

• visitors, offer ideas to help them enjoy their visit and answer common questions.
Follow guidelines to ensure retail or catering displays remain enticing throughout the day and help with stock replenishment to ensure product availability.
• Work flexibly and in harmony with your colleagues across departments, supporting each other to make best use of team resources, especially at busy times.
• Seek visitor feedback and share your own ideas to develop and improve our offer, service and operations.
• Help gather photos / videos for social media to promote our activities and encourage visits.
• Assist with the set-up, stewarding and break-down of functions and events.

Generate the income that enables us to look after special places

• Be aware of the team’s targets for generating income and aim to achieve and exceed them.
• Actively upsell our café, shop and membership products and services with excellent product knowledge, tailored to customer preferences.
• Be responsible for accurate and secure till operation and sales processing, supporting the reconciliation of end-of-day takings.

Maintain excellent standards of site and personal presentation and safety

• Help with behind-the-scenes tasks to prepare for opening at the start of the day and close-down at the end.
• Take pride in the presentation of our buildings and surrounding landscape, maintaining high standards throughout by helping to clean public and staff areas.
• Report all instances of damage, wear and tear or maintenance needs promptly.
• Ensure you are clearly identifiable and appropriately dressed by wearing uniform, name badge and PPE, as required.
• Share responsibility for the health and welfare of property staff, volunteers and visitors by adhering to NTS Health, Safety and Environment policies and guidelines.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Provide a consistently high standard of customer service

• Welcome customers and offer an exceptional visitor experience at our key touch points, from arriving in our car park and coach park, to climbing up the Monument and enjoying our exhibition, or making purchases in our café and shop.
• Provide a responsive, friendly and efficient service, tailored to the needs of both individual visitors and tour groups.
• Develop a thorough understanding of the place you work, enabling you to share stories with visitors, offer ideas to help them enjoy their visit and answer common questions.
• Follow guidelines to ensure retail or catering displays remain enticing throughout the day and help with stock replenishment to ensure product availability.
• Work flexibly and in harmony with your colleagues across departments, supporting each other to make best use of team resources, especially at busy times.
• Seek visitor feedback and share your own ideas to develop and improve our offer, service and operations.
• Help gather photos / videos for social media to promote our activities and encourage visits.
• Assist with the set-up, stewarding and break-down of functions and events.

Generate the income that enables us to look after special places

• Be aware of the team’s targets for generating income and aim to achieve and exceed them.
• Actively upsell our café, shop and membership offer and services with excellent product knowledge, tailored to customer preferences.
• Be responsible for accurate and secure till operation and sales processing, supporting the reconciliation of end-of-day takings.

Maintain excellent standards of site and personal presentation and safety

• Help with behind-the-scenes tasks to prepare for opening at the start of the day and close-down at the end.
• Take pride in the presentation of our buildings and surrounding landscape, maintaining high standards throughout by helping to clean public and staff areas.
• Report all instances of damage, wear and tear or maintenance needs promptly.
• Ensure you are clearly identifiable and appropriately dressed by wearing uniform, name badges, and PPE as required.
• Share responsibility for the health and welfare of property staff, volunteers and visitors by adhering to NTS Health, Safety and Environment policies and guidelines.