Visitor Services

Contract Type: Permanent
Grade: FC04
Salary: £24,890 – £27,087 per annum pro-rata (£13.26 – £14.43 per hour, £17.68 – £19.24 per hour for weekend hours)
Hours: 10.5 hours per week
Location: Cardenden Library
Job Reference: ON000550

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. Based at Cardenden Library, you will work 10.5 hours per week over 3 fixed days: 9.30am – 1pm on Mondays, 1.30 – 5pm on Tuesdays and 9.30am – 1pm on Saturdays. Cardenden is a single staffed library where you’ll provide a friendly, efficient and effective first point of contact for OnFife customers and visitors within the library. This includes providing advice and 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 spec 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. You should demonstrate a positive attitude to work and change and be able to work independently, as well as part of a team.

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 work pattern 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 can be found on our current vacancies page on our website.

When you’re ready to apply, please complete our application form and equal opportunities form and return them to the HR team at hr.fct@onfife.com. The application pack can be downloaded from our current vacancies page on our website.

The closing date for applications is 9am on Thursday 8th May 2025.

OnFife is an equal opportunities employer.

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

This is an exciting and varied role within the Visitor Services Team, primarily based at the Tenement House as part of the Tenement House, Holmwood and Weaver’s Cottage cluster. We are looking for energetic, cheerful, and proactive individuals to join our team this season.
Working at all 3 sites will be required on a rota basis, primarily at Tenement House and Holmwood House. Through engaging and informative interactions, you’ll help share stories about these iconic sites and build support and understanding for the National Trust for Scotland.

• You’ll help welcome visitors from across the globe and ensure they have an enjoyable and memorable experience here from the moment they arrive to the moment they leave.

• You’ll work flexibly and with an eye for detail, ensuring the smooth and safe operations in Admissions, Retail, Catering and Events activities whilst making the property the best possible place to visit and work.

• By maintaining excellent standards of service, optimising opportunities to generate income, and ensuring that the site and its assets are safe and secure you will be a vital part of furthering the valuable work of the National Trust for Scotland.

• You will contribute to the team property targets and work well within a team, by maintaining and exceeding your own targets.

Our ideal candidate will have a passion for customer service, is able to multitask and be flexible working across our different teams, has excellent presentation skills and it’s able to communicate the importance of Scottish heritage and its preservation. Catering, housekeeping, admissions, membership sales and retail are all part of a normal operating day in our cluster as part of a team.
Someone who wants to help us generate the income and recruit the members that enable us to care for all the unique and valuable properties within the Glasgow cluster. They will enjoy the variety and exciting challenges that come with working across several different sites and areas. A Visitor Services Assistant is crucial to visitors’ understanding of the property and in establishing and maintaining the Trust’s reputation as a guardian of Scotland’s heritage, and as the organisation that actively wants people to engage with and enjoy the properties it cares for.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Provide a consistently high standard of visitor care
• Engage with and make our visitors feel welcome at all times, exploring the unique exhibitions and experiences each site has to offer.
• Be responsible and proactive. Ensuring all day-to-day tasks and housekeeping are completed as instructed.
• Provide a responsive, friendly and efficient service tailored to the needs of both individual visitors and tour groups.
• Be passionate about our sites. Develop a thorough understanding of the sites within the Glasgow Cluster, enabling you to share stories with visitors, offer ideas to help them enjoy their visit and answer common questions. Training of each property will be provided.
• 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 Holmwood and Weaver’s Cottage teams.
• Promote other local properties and the work of the Trust.
• Focus on the details. Ensure retail or catering displays remain stocked, tidy, and enticing throughout the day.
• Assist with the set-up, running and clean-up of functions and events.
• Work flexibly and in harmony with your colleagues across sites and departments, supporting each other to make best use of team resources, especially at busy times.
• Take the initiative and address problems or deal with tasks as they arise working with the rest of the property team.
• Listen and respond open to visitor comments to ensure that visitors leave happy and looking forward to their next visit. Feedback any issues as they arise to ensure the smooth running of the site.
• Help gather photos/videos for social media to promote our activities and encourage visits.
• Be able to take responsibility for your own development and learning.
• Be able to communicate accurately with the VSS and VSM team.
• Support our volunteers teams across all sites.

Generate the income that enables us to look after special places

• Be aware of the team’s targets for generating income and other key objectives and aim to achieve and exceed them.
• Work with the Visitor Services Manager and property staff to deliver financial targets and other KPI’s.
• Be proactive in upselling our café, shop and membership products and services by seeking to understand customers’ preferences.
• Be responsible for accurate and secure till operation and sales processing and support the reconciliation of end of day takings. Handling cash accurately and processing sales.

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 following health and safety property guidelines.
• Take pride in your surroundings by maintaining high standards throughout the day and 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.
• Work in cooperation with other departments; gardening, grounds maintenance, contractors and other regional NTS staff.

JOB PURPOSE
To provide operational coordination and supervision in Food and Beverage at the Robert Burns Birthplace Museum 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 within the fast-paced, high-volume Café.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Visitor services, catering, (including ordering, merchandising, sales targets)
• Line management of Visitor Services Assistants and volunteers to deliver an exceptional visitor experience for all guests
• Overseeing and ensuring that the sale of alcohol legislation is adhered to.
• Being visitor/ customer focused by being visible, approachable, and quick to exceed expectations in fulfilling customer needs.
• Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

• Working with the Functions & Events Supervisor to deliver the catering offer for weddings, hospitality, and corporate events
• Duty management and oversight/maintenance of the property
• Deputizing for the Visitor Services Manager / Operations Manager and providing cover for other Visitor Service Supervisors on-site and off-site as required

• Visitor services, functions, events, admissions, and retail offer when acting as Duty Manager
• Ensure the property social media is managed to generate interest, engagement and help drive visitors
• Promoting the National Trust for Scotland as a memberships organization and the benefits of becoming a member to all visitors.
• Security of the Property.
• Health & Safety procedures, emergency procedures, and environmental procedures.
• Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees, and visitors.

The spirits industry is an exciting, dynamic and fast-paced business. Beam Suntory is the third-largest premium spirits company in the world and this role offers the opportunity to be at the heart of our global business.

Working within the Brand Home, representing one of the most unique Whisky brands, you will have the unique opportunity to promote Glen Garioch to visitors and industry colleagues from all over the world.

Where every day is different and with a wide variety of responsibilities ranging from tour guiding, whisky specialist to retailer, the need for a dynamic, adaptable, motivated individual is essential.

Reporting directly to the Visitor Centre Manager, our Visitor Centre Assistants are responsible for delivering a world class premium brand experience that will enhance the brand image and deliver value to the business.

This is a part time annualised position working an average of 24 hours per week across 4 days. Regular weekend and occasional evening working required.

Role Responsibilities:
– Learn the history and heritage of the distillery and be able to communicate this to visitors.
– Responsibility for service delivery through leading all distillery tours and on/offsite tastings.
– Work across all areas of the visitor centre including hosting groups, working in the retail shop and tasting bar.
– Host all levels of tours of the distillery, delivering high standards of customer service.
– Responsible for opening and closing premises.
– Assist with stock takes and counts.
– Daily banking and reconciliation.
– Administrative duties including responding to customer emails, processing of sales orders and organising the daily diary.
– Work closely with the Visitor Centre Manager to define annual goals/objectives.
– Work with the distillery operations team to ensure company operational procedures and H&S practices are adhered to rigorously.
– Ensure Visitor Centre facilities are always maintained to a high standard of cleanliness.

Qualifications:
– Experience in presenting to a wide range of audiences.
– Awareness of Beam Suntory brands and the company values.
– Charismatic, possessing the ability to educate and inspire through storytelling.
– Current Driving License is desirable.
– Previous experience within the hospitality, retail and/or tourism sector is desirable.

Key Skills & Competencies:
– Drive and passion for delivering excellent customer service and experience.
– Excellent communication and interpersonal skills, with a ‘’can do’’ attitude.
– Have good listening and questioning skills.
– Good knowledge of Microsoft Word, Excel and PowerPoint.
– Excellent oral and written skills with the ability to deliver presentations to wide and varied audiences.
– Proven ability to work on own initiative and to build and maintain excellent relationships with key stakeholders.
– Strong drive and desire to succeed with high levels of energy, focus and ambition.
– Ability to multi-task in a demanding environment.

The Museum Officer plays a vital role in the Heritage & Learning team, with primary responsibility for collections management, documentation, and care. Working under the guidance of the Heritage & Learning Manager, this role will support the maintenance of Museum Accreditation standards as HMS Unicorn prepares for re-accreditation in 2026.
The postholder will manage the collections store, implement appropriate documentation procedures, and work with volunteers on collections-related projects. A key aspect of this role is supporting the interpretation of HMS Unicorn’s tangible and intangible heritage, including documenting and acquisitioning of related objects as part of the ongoing restoration and conservation work for Project Safe Haven. Working closely with the Heritage & Learning Manager, the Museum Officer will assist in providing authoritative guidance on historic aspects of the ship during Project Safe Haven, helping to document what can and cannot be altered during the conservation process. The Museum Officer will research and help tell the ship’s stories, including challenging or hidden histories, contributing to exhibitions and interpretive displays that engage diverse audiences.
Key duties and responsibilities include:
-Collections Management and Documentation
-Research and Interpretation
-Conservation and Collections Care
-Exhibition and Engagement
-Strategic Planning and Development

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at House of Dun.

House of Dun is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. 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. We are looking for people who have experience or a keen interest in Catering.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care when –

• Welcoming visitors to the café and working in an efficient and knowledgeable manner
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.
• Answering visitors queries about the catering offer.
• Promoting the National Trust for Scotland and the benefits of membership.

To maintain excellent standards of site and personal presentation –
• Ensuring the café is fully stocked and set up daily.
• Wearing correct uniform, name badges, or PPE as required.
• Working in harmony with other departments within the property.

You must be flexible to meet the needs of the property, this will include weekend working.

Financial Responsibilities

• To adhere to all financial procedures to include till operations and cash reconciliation duties.
• Help achieve sales targets and membership recruitment targets.
• Upsell products within the café.
• Actively feedback visitor comments to line managers to improve offer, service and operation.

Health and Safety
• To ensure the site meets with the Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and site is secured at end of the day.