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Visitor Services

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.

Visitor Services Assistant – Car Parking/Welcome

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.

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