Visitor Services

As directed by the Visitor Services Manager to carry out a wide range of collections care duties including:

In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, ceramics, metals, textiles, other objects and historic interiors.

Ensure all public areas are kept clean and tidy.

Work with your line manager to allow visitors to interact directly with the objects on display whilst ensuring that their condition is monitored and maintained.

Keep up to date and accurate conservation records.

Help to ensure the NTS Integrated Pest Management regime is in place and monitored.

Help to ensure Emergency Plans and related equipment is up to date

Work with conservation volunteers and take an active role in staff and volunteer training in liaison with your line manager.

Work with other staff to plan and deliver ‘conservation in action’ programmes and other public engagement activities and, where relevant, contribute content to social media.

Ensure collections care, cleaning and conservation materials are available, properly maintained and stored.

Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.

Support the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport

To actively feedback visitor comments to develop and improve conservation and visitor experience.

To assist with the set-up, stewarding and break-down of events in relation to collections.

To ensure the site meets with Health and Safety legislation in liaison with your line manager.

To use personal protection equipment as provided and directed by your line manager

To maintain excellent standards of site and personal presentation at all times, working with other Property staff, the Regional Team and contractors.

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).

KEY RESPONSIBILITIES

Deliver and evaluate the learning programme to ensure its relevance for current and future learners; This includes delivery of school visits and events on a day to day basis;

Recruit volunteers and train staff and volunteers in the delivery of education/event programmes;

Support the Visitor Services Manager in ensuring the best presentation of the property and the safe and efficient provision of quality learning experiences;

Ensure that all learning activities support the Trust’s 10 year Strategy

Ensure Safe Systems of Work are implemented effectively within all activities undertaken and with external contractors;

To connect with the wider “learning team” of the Trust and should work within the overall strategic priorities of the NTS’s learning strategy, and network and attend meetings with learning colleagues from across the organisation (as well as with other colleagues);

Promote Learning and related Events using Social Media.

The duties/responsibilities/accountabilities of this role require the post holder to become a member of the Protection of Vulnerable Groups (PVG) scheme, which replaces the ‘Enhanced Disclosure’ check and is administered by Disclosure Scotland.

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).

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.

Occasional guiding duties: booked group visits or Museum/ Cottage highlight tours for general visitors.

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

The Museum Domestic Assistant is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property.  These duties involve keeping the Museum and other areas of the building and Education Pavilion clean and functional, following best-practice at all times, and maintaining its 5 star Visit Scotland rating.  Cleaning and maintenance of the Museum is also key to ensure RBBM achieves its vision of becoming Scotland’s must-see visitor attraction, acclaimed internationally and loved locally.

The working days are 5 over 7 and are mainly 4:30pm-8:30pm but may vary depending on events and function cleans.

Specific duties include:

To ensure that a high level of cleanliness is maintained throughout the Museum and education buildings on a daily basis.

Opening up and securing the Museum building and / or Education Pavilion, including alarm setting, after hours

Each MDA will be responsible for an area and will be expected to clean to the frequency and standards set out.

To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.

To ensure that tools and equipment are in good working order, reporting any faults to Line Manager.

Wearing correct uniform, name badges, or PPE as required

General cleaning of surfaces (e.g. window-sills, skirting boards and doors) and the vacuuming/cleaning of floors as appropriate and cleaning of the public areas, offices, meeting room, retail, café areas, public and staff toilets and entrances to the Museum and other areas as required.

General maintenance, include things like replacing bulbs, function and event set ups, small DIY repairs.

All MDAs are 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 which are in line with the Museum’s Green Tourism Award standards

Report to Line Manager any defects seen which are likely to affect public experience and security.

The MDA 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.

Ensure Safe Systems of Work and guidelines are implemented effectively within the role. 

The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.

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.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.

Delivering and engaging tour for visitors while ensuring the safety of the group and the collection.

The general ongoing operational cleaning of all areas if necessary

Working in harmony with other departments; visitor services, events, gardening, maintenance and site repair employees/contractors.

Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.

Follow Trust policy regarding Health and Safety, Environmental Sustainability, and Collections Care.

Wearing correct uniform, name badges, costume or PPE as required.

Reporting all H&S hazards or fire risks immediately.

Working with specialists within the NTS and external contractions for the maintenance and preservation of the site and collection