Visitor Services

We are seeking a full-time, 12-month Visitor Services Assistant who will work as part of our Museum Visitor Services team. Reporting to the Visitor Services Supervisor the primary duties and responsibilities will include:

a) Opening and closing the museum
b) Supervising the museum, maintaining the safety and security of visitors, volunteers, and the collection
c) Welcoming visitors, taking money, and issuing tickets
d) Handling cash
– Issuing tickets to visitors

– Cashing up at the end of day

– Transferring monies to Finance Department

– Selling books, posters, and other stock

e) Recording the number of visitors
f) Recording shop sales and keeping stock of shop items
g) Daily front of house housekeeping, i.e. Leaflet replenishment and wiping cases.
h) Answering or taking enquiries to pass on to volunteers and staff.
This role is full-time, 35 hours a week working shifts that will rota over weekdays and weekends.

Experience/Qualifications/Key Skills
This post requires experience of using standard systems (MS Word, Excel, and Outlook) as well as previous experience of cash handling. You will have good organisation, verbal and written skills and a knowledge of/interest in the history of surgery and medicine is desirable. A good level of education with at least credit level Standard Grade English or equivalent is required.

Please note that we do not accept CV’s and agencies need not apply.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
1. Assisting the Gardener Team 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. Undertaking practical maintenance of the garden (e.g., managing shrubs and herbaceous borders)
b. Grass-cutting, strimming, hedge-cutting and raking/collection.
c.
Cutting of lawn edges
d.
Hand-weeding of beds and borders
e.
Planting out tender perennial
f.
Application of mulches and compost
2.
Assisting with general property maintenance duties and 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.
8.
Undertaking such other reasonable duties as may from time to time be required to ensure the smooth running of the property as required by the Head Gardener.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
1.
Undertake practical maintenance (e.g. managing trees and shrubs, herbaceous plants, and bulbs; clearing invasive species; weed control; composting and soil improvement; hard-landscaping; path care), with particular responsibility for a designated area within the woodland garden.
2.
Contribute as required to the wider garden, to the standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors.
3.
Contribute to the management, conservation and development of the garden by assisting with plant propagation and other nursery work, and the maintenance of plant records and labelling.
4.
Assist with education/interpretation activities such as introductory talks and guided walks.
5.
Foster positive relationships with local communities, promoting the work of the Trust, and actively seeking opportunities to increase Trust membership.
6.
On occasion, contribute to the review and development of property action plans and operational workplans for the garden.
7.
On occasion, supervise and work with volunteers, student placements and/or apprentices to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities.
8.
Ensure compliance with the Trust’s health, safety, and environment policies and procedures.
9.
Demonstrate self-motivation, strong organisational skills, including time management and the ability to plan and prioritise.
10.
Undertake such other reasonable duties as may, from time to time, be required to ensure the smooth running of the property as required by the Head Gardener.

Purpose of job

This is an exciting opportunity to join our Adventure Sports Team to support our outdoor activities including tubing slides, mountain biking trails and our new carting coming soon.

The Patroller will ensure the customer experience is delivered to the highest standards, to ensure the provision of hospitality and customer care to Cairngorm Mountain’s (CMSL) customers. Providing support and assistance to Adventure Sports users at CMSL.

The Patroller is accountable to the Head of Adventure Sports. The role is also accountable for ensuring that all aspects of customer care is operating to the highest standards. Actively checking on the safety of Adventure Sports users within the defined area. Assisting in the treating and, if needed, the evacuation of injured persons.

Roles and Responsibilities
In discharging theses accountabilities, the Patroller is responsible for:

Medical

– To work with colleagues to be constantly vigilant to, and respond to any injured persons as required
– To assist in ensuring medical equipment is maintained, serviced and logged in accordance with the manufacturers guidelines
– To ensure proficient hygiene practice to minimise potential infections
– To record data on any incidents and casualties, in line with health and safety and other company procedures

Communication

– To provide a high level of customer service to all guests
– To communicate and interface with all guests in a polite professional manner
– To listen carefully to, and to follow all instructions given
– To work with external agencies (doctors, ambulance crews etc.) efficiently and courteously
– To alert a more senior member of the team of any incidents, problems or issues
– To asses and maintain the quality of the trails
– To conduct several daily checks on the trails
– To seek out information and be mindful of conditions within the adventure sports area such as:
– Current and forecasted weather
– Current status of conveyers and terrain of track
– To work with other teams members to evacuate the mountain in a timely and efficient manner when needed
– To ensure effective policing of trails to guarantee guest and staff safety in accordance with the codes of conduct
– To politely deal with any conflict, abusive behaviour or repeated infringements of policy

General

– To ensure that the department operates to the highest standards of customer care
– To understand and follow the Visitor Management Plan (VMP), and being able to explain VMP to our guests
– To be aware of all Adventure Sports Risk Assessments and Standard Operating

Procedures
– Observe all Health & Safety requirements. Ensuring compliance with Health and Safety procedures, risk assessments and company policies
– To identify personal development needs in line with personal and organisational objectives
– To undertake any other reasonable duties as may, from time to time, be required in Adventure Sports

Team Skills

– Be polite and attentive to all our guests and colleagues
– Attend annual Performance and Development (PAD) Reviews with your line manager
– Dependability and accountability
– Show initiative and motivation
– Person Specification

Experience
The role would suit someone who has had experience in a visitor attraction including Mountain Biking.

Demonstrate good people skills, both customer facing and within your team.

The role will require a degree of flexible working to meet the business needs, 7 day operation and events outwith normal operating hours.

– Experienced mountain biker
– Exposure to mountain terrain
– Advanced and emergency first aid
– Quad driving experience
– Experience in a customer focused environment
– Experience in dealing with and treating casualties in an outside sport scenario
– Current first aid qualification

Personal Attributes/Behaviours

– Passionate about adventure sports
– High level of fitness
– Ability to cope with and work in hostile and changeable conditions
– A motivated individual who is not fazed by an ever-changing environment
– Committed
– Flexible with a ‘Can do’ approach
– Adaptable and flexible
– Team player
– Caring approach

Skills
– Excellent Customer Service skills
– Excellent communication skills, both written and verbal
– Ability to give clear direction to all levels from Director to site level
– Ability to work alone as well as part of a wider team and under pressure
– Excellent attention to detail
– Problem solver
– Personal Attributes/Behaviours
– Passionate about adventure sports
– High level of fitness
– Ability to cope with and work in hostile and changeable conditions
– A motivated individual who is not fazed by an ever-changing environment
– Committed
– Flexible with a ‘Can do’ approach
– Adaptable and flexible
– Team player
– Caring approach

Company Background and Culture / Location Overview
Cairngorm Mountain, managed by Cairngorm Mountain (Scotland) Ltd is a popular snowsports destination in Scotland, located within the Cairngorms National Park, and has been offering snowsports for over 50 years. In winter, the resort is a commercial ski operation. In Summer, the Resort serves as a tourist destination. The surrounding area attracts over 1.8 million annual visitors predominantly in Summer with the Resort itself attracting circa 200,000 annual visitors.

Cairngorm Mountain Resort covers 1,418 hectares and can attract over 120,000 skiing and snowboarding visitors in the busy winter period. The Resort is an internationally renowned area of scientific interest. Cairngorm Mountain and surrounding areas contain unique natural habitats and wildlife protected by EU legislation.

In the summer, the Resort transforms as the snow melts and becomes a hub of activity, from guided walks to the mountain summit, to generic visitors and a family market looking for activities to undertake.

32 or 40 hours a week (four or five days)

Dalkeith Country Park has been enjoyed by visitors for 120 years and its woodlands, riverside trails, cycle tracks and events calendar are valued by locals and visitors from afar. Fort Douglas is an exciting adventure park for visitors of all ages, while the stable yard houses Restoration Yard, a unique venture comprising a retail store, restaurant, and wellness space.

In this exciting role you will provide support for our Events and Activities team, providing a friendly welcome to our Fort Douglas visitors. As well as dealing with summer camping and seasonal events including Easter, Halloween, and Christmas, you’ll be part of a team overseeing our adventure playground. With an organised approach and an eye for detail, you will coordinate event and activity bookings, respond to enquiries, and provide general assistance to the wider Visitor Services team.

• Are you enthusiastic and able to use your initiative when required?
• Can you demonstrate excellent communication and customer service skills to comfortably engage with a wide range of visitors?
• Do you have a ‘can-do’ attitude and flexible approach to work?

If you are customer focused with an interest in the outdoors, events and activities, we would love to hear from you! Working hours will be four or five days per week (salary will be pro-rata for four days) depending on the successful candidate’s availability, and it will include regular weekend working.

Interested? Please email your CV and a covering letter to recruitment@buccleuch.com, and indicate if you are looking to work four or five days per week.

The closing date for applications is 6 June.

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