Visitor Services

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 Estates 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 (Estates) 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.

Part-time or Full-time and Fixed term
Salary £25,420 per annum pro rata (pay award pending)
Plus generous benefits package
On-site

About the role

We are excited to be recruiting for a number of part-time and full-time Gallery Attendants to join our friendly and dedicated team for our 2025 exhibition programme.

We’re looking for individuals with experience in visitor attractions, retail, hospitality or who bring relevant transferable skills from other roles. If you have a background in front-of-house, customer service, or any job where clear communication, and supporting others are at the heart of what you do, your skills are valuable here.

As a Gallery Attendant you’ll play a key role in consistently providing an excellent and engaging experience, ensuring visitors always have a safe and enjoyable visit while helping to keep our art secure. You will thrive in a busy environment and enjoy engaging with the public. If you have a friendly, confident personality and a passion for delivering great visitor experiences, we’d love to hear from you.

Working from a choice of 2 days, 3 days, 4 days, or 5 days per week we have roles available over the following timeframes: 

May or June to mid-November 2025.
Mid-June 2025 to 31 January 2026.
July to mid-November 2025.

Please note: Applicants must be available for the full duration of the contract period. These roles are not suitable for those seeking short-term summer employment.

The difference you’ll make

In all that you do, you’ll support your colleagues by welcoming visitors, helping them enjoy their experience of the National Galleries of Scotland and making the most of their visit. Our Security and Visitor Experience team exists to enable our visitors to explore, experience and enjoy our artwork safely and securely at our various Galleries. The team’s three key responsibilities are: 

– Visitor Engagement: aiming to deliver an exceptional experience to all our visitors in a welcoming, inclusive, and informative environment. 
– Security: endeavouring to keep people, our buildings and works of art safe, responding effectively to risk. 
– Income generation: encouraging donations, selling tickets for paying exhibitions, and signing up visitors to our Friends scheme. 
– Reporting to Supervisors and Operation Managers you will:
– Be present in the galleries as the public face of the National Galleries of Scotland and look for opportunities to actively engage visitors. 
– Support, implement and explain gallery rules and regulations.
– Provide invigilation cover across the galleries, safeguarding art from damage.   
– Build knowledge of exhibitions and displays communicating this effectively to a diverse range of audiences.
– Maintain a high standard of presentation in the galleries calling on supervisory support when required.
– Keep up to date with current exhibitions, what’s on, general tourist information and actively promote the shops, cafés, and the benefits of the Friends scheme.
– Look after the security and safety of people, responding effectively to risk.
– Be prepared to assist in safe evacuation of our buildings in the event of any incident or emergency.
– Undertake light cleaning and occasional light lifting duties.

Who we are looking for

While an interest in art would be great it’s not essential. However, to succeed in this role you’ll need the following range of knowledge, skills, and experience and you must be:

– Passionate about offering outstanding customer care and visitor engagement in a busy gallery environment.
– An excellent communicator with superb interpersonal skills. Demonstrate the ability to talk to a wide range of people, engaging with them about the National Galleries of Scotland’s exhibitions and activities.
– Outgoing and confident working in a busy visitor environment.
– A strong team player with the ability to build good working relationships with colleagues and those in other departments to ensure the best possible visitor care is delivered.
– Able to work independently using own initiative showing a proactive, positive, and flexible approach to work.
– Willing to develop knowledge of National Galleries of Scotland’s collection, exhibitions, and activities.
– Understanding of the principles of equality and diversity in relation to visitors’ needs and have an inclusive and welcoming approach to all visitors and colleagues.
– Proficient IT skills MS Office. 
– Knowledge of another language (e.g. Gaelic) is desirable but not essential.

Please apply directly via our careers portal. Applications via email will not be accepted.

The closing date for applications is 12 noon on Monday, 14 April 2025.

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Pitmedden Garden and help generate the income that enables us to care for Pitmedden Garden and other National Trust for Scotland properties.

Visiting our tearoom is an essential part of the visitor experience and the role of the Visitor Service Assistant – Food & Beverage is to make it a positive and memorable part of a visitor’s day with us.

You will help us maximise sales through excellent customer service and product knowledge, taking a pride in store presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• To provide a consistently high standard of visitor care at all times when:
• Welcoming all visitors to the site and processing their catering purchase in a friendly, efficient and knowledgeable manner; supporting 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, deals, seating, and ingredients.
• Checking on how visitors are enjoying their experience of catering at Pitmedden Garden and enquiring whether all their needs are met.
• Consistently presenting high quality plating of food.
• Promoting the National Trust for Scotland and the benefits of membership of it.
• To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary
• Wearing correct uniform, name badges, or PPE as required.

SCOPE OF JOB

Customer Service
• Regular interaction with members of the public of all ages and abilities.

Teamwork
• Regular interaction with employee and volunteer colleagues to share daily tasks and support a smooth visitor operation

Sales, stock and financial processes
• Help achieve sales targets and membership recruitment targets
• Operate tills and share end of day cash reconciliation duties, as appointed by the Supervisor.

Tools/equipment and cleaning chemicals
• Occasional user of cleaning chemicals.
• Expected to become familiar with and comply with the property’s Health and Safety policies or ‘ Safe Systems of Work’

JOB PURPOSE
Ben Lawers NNR is the most important mountain area in the UK for rare arctic-alpine plants, some of which occur in few other locations. It is also a popular recreational destination, with over 40,000 visitors a year heading for the summits.
We are looking for a part-time Visitor Services Assistant to be an enthusiastic and effective part of the team, contributing to the smooth operation and conservation of Ben Lawers NNR. You will maximise visitors’ enjoyment of the Reserve by maintaining our public facilities to excellent standards, making them feel welcome by offering information and advice, and promoting the Scottish Outdoor Access Code (SOAC). You will support our rangers in ensuring the Reserve and its assets are protected, safe and secure, and assisting at events when required.
The role will be ambassadorial, building awareness and support for the National Trust for Scotland leaving those you meet with a desire to respect, protect, and enjoy the special natural environment and an understanding of how they can help to contribute their support to the property. It will require you to be outside for most of the time, to walk low level trails, carry out maintenance with hand tools and possibly a strimmer. There will be a requirement for lone working, but you may also work alongside other staff and volunteers.
The ability to engage with the public in a friendly manner is vital for the role, and general knowledge of the area, hillwalking and/or natural history would be an advantage.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the property in a friendly, efficient and knowledgeable manner, answering queries and providing information about it, and the local area.
• Provide a positive visitor experience by assisting with car parking at peak times, patrolling popular access points, property checks, events and onsite activities when required.
• Promoting the National Trust for Scotland brand to include selling memberships, events, upselling other properties and any promotional campaigns.
• 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.

To maintain excellent standards of site and personal presentation at all times
• To assist with the general ongoing operational servicing, maintenance and delivery of visitor facilities across the property, including our car park, other outlying informal parking areas and low-level trails on the property.
• Ensuring the property is clear of debris, rubbish etc and that signage is befitting of a Trust property.
• Wearing branded clothing and name badge, when on site.
• Reporting all instances of damage and wear and tear issues promptly to your line manager.
• Participate in a “Duty” rota as required to ensure that visitor’s needs out with normal working hours are supported.
Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include collection and safeguarding of monies from car park machine; to implement amendments to standard procedure as instructions may dictate.
• To collect donations using a hand-held terminal.
Other duties (where applicable)
• To collect and record visitor data and impacts.
• To assist in achieving site events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To work flexibly to support colleagues as needed.
Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your line manager.
• To use personal protective equipment (PPE) as provided and directed by your line manager.

PURPOSE OF THE ROLE

Culzean Castle is one of Scotland’s most loved castles, as one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this magical place. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS.

The role involves some physical activity and will include standing for periods of time and/or walking through the building undertaking guided tours. Due to the historic nature of the building physical access from the upper levels in the event of an emergency is currently only by stairs.

KEY RESPONSIBILITIES

• Warmly welcome Visitors to the Castle by checking tickets and upselling Guidebooks to enhance their visit.
• Sharing the benefits of Membership with ticket holders and always actively looking at innovative and interesting ways to encourage Membership recruitment.
• Actively promote the work of the NTS and the value of NTS membership to existing and potential members
• Ensure the highest level of customer service ensuring all visitors receive an excellent visitor experience
• Maximise visitor enjoyment and understanding of the property through engaging visitors with the history of Culzean and the Kennedy family
• Delivery of a broad range of high-quality guided tours and talks about Culzean for the public and organised groups
• To deliver a range of engaging school workshops, for all ages and abilities
• Enhance the visitor experience through use of third person costumed interpretation, object handling conservation demonstrations (where applicable).
• Be mindful of security needs of the property and its contents, minimising opportunities for theft or damage through diligent monitoring of visitors and the implementation of security measures (e.g. locking up procedures etc.)
• Be aware of the conservation needs of the property and its contents and minimise the risk of accidental damage through engaging with visitors and the implementation of appropriate conservation measures
• Share in the common responsibility of implementing the Trust’s Health & Safety policy, being mindful at all times of health & safety of self, staff, volunteers, and visitors
• Share in the common responsibility for the safe evacuation/management of colleagues and visitors in the event of a fire or security alert or alarm
• Share in the common responsibility for housekeeping duties at the beginning and end of every shift (hoovering and removal of rubbish for example)
• Other reasonable duties as required

JOB PURPOSE

We are looking for an enthusiastic individual to join our team, helping to make our properties the best possible places to visit and work.

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining the excellent standards we set across our properties. Providing an efficient and reliable service based on the needs of each property and ensuring that all areas are cleaned and maintained to the highest standards.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Undertaking a wide variety of housekeeping duties in connection with the well-being and care of the holiday accommodation and visitor facilities at Drum, including:

• Maintain stock-levels of housekeeping consumables and janitorial supplies.
• Routinely clean and look after the holiday accommodation which will involve but is not limited to:
• vacuuming, sweeping, mopping, polishing of floors
• dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors
• dusting/wiping of sills, skirtings, door, and window frames
• cleaning of windows
• cleaning of lavatories, sinks, etc
• cleaning of bathroom/toilet areas and fittings
• cleaning of kitchen areas and equipment
• checking functionality of lighting, heating, TV/radio etc
• replenishing of welcome/hospitality trays, and consumables
• changing of bed linen and towels, providing clean laundry for each occupancy
• disposal of general household waste
• monitoring any loss or damage and reporting to the Visitor Services Manager

• The general ongoing operational cleaning of all areas as necessary, as toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc.

• 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, and considered use of transport.
• In accordance with the property’s procedures, share in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm. This includes weekly fire alarm checks whilst cleaning and communicating with the Duty Manager to record.

The current duties of this job do not require a criminal record (Disclosure Scotland) check to be carried out.