Visitor Services

Are you looking for your next opportunity where you can combine your passion for leading a team and providing exceptional visitor experience? Well, this may be the perfect role for you…

Ian Macleod Distillers Ltd… ‘An international, entrepreneurial, brand-led, successful, sustainable and respected, family business’

Thanks for your interest in this opportunity with Ian Macleod Distillers. We own some exquisite brands such as Glengoyne, Rosebank, Tamdhu and Edinburgh Gin. If you haven’t already, please browse around our company internet pages, immerse yourself in our colourful history and sample the details of our brands. As we start to tantalise your taste buds and whet your appetite for a career here with us at Ian Macleod Distillers, you will really get to understand just why our team members and customers are indeed so passionate about all things Ian Macleod!

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Our opportunity…

We are Glengoyne. Nestled in a beautiful and picturesque setting just north of Glasgow, stands our beautiful Glengoyne Distillery and since 1833, we have been making our wonderful malt whisky. At the heart of our brand, product and experience are our people… it’s our people who make all of the magic happen!

We currently have an exciting opportunity as a Brand Homes Duty Manager to join our already established, hardworking and passionate team at the Glengoyne Distillery. This role is offered on part-time basis working 3 from 7 days (equivalent of 22.5 hours per week) with a highly competitive salary and an excellent benefits package.

The successful candidate will form part of the sites management team and be responsible for leading the established team of Distillery Ambassadors, in the delivery of tours, tastings, events, trade visits and all visit related activity to a high standard. It truly is an exciting time for our Brand Home and this could be an excellent opportunity for someone who has true passion and is dedicated to providing an exceptional visitor experience in a warm and friendly environment.

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Who We Are Looking For…

In order to be considered for this opportunity, we are looking for candidates who have previous experience in a similar role to ours and can clearly demonstrate they have exceptional customer service and people management skills, ideally within a visitor attraction and/or hospitality environment. Previous experience within the whisky and spirits industry would be beneficial but not essential.

We are looking for someone with a charismatic, warm and engaging personality, who is able to lead a successful team of individuals, establishing a warm and friendly culture. An effective communicator who can build strong relationships, and work together with the team to deliver a seamless service which will excite and delight our customers. We are looking for candidates who have an eye for detail and a drive for ongoing improvement!

We operate annualised hours, therefore previous experience of managing these operationally would be advantageous.

Candidates must also have a true and authentic passion for our Glengoyne brand and be able to help translate brand values and ethos throughout all aspects of the operational world.

Glengoyne is located North of Glasgow on the A81 at Dumgoyne, and as a result of the location, applicants must live within commuting distance to the distillery and have access to their own transport. Candidates must also be able to demonstrate that they currently have the required documents to live and work in the UK.

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Next steps…

If after reading through, you still find that all of this really excites you, then we would love to hear from you! Please remember that you will need to clearly demonstrate how your skills and previous experiences are a perfect fit to what we are looking for. If you have all of this combined with a positive, fun and engaging personality and attitude, then do get in touch!

Proudly supporting the #OpenToWork movement.

Ian Macleod Distillers (IMD) are proud members of the Scotch Whisky Association, Drink Aware and the Portman Group. In our individual IMD way, we endeavour to follow best practice to help shape our commitment to wider social responsibility and industry standards. We are advocates of promoting responsible selling and consumption of alcohol.

PURPOSE OF THE ROLE:

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

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.
• Stewarding rooms during high season, providing information on the history of the room
• To provide excellent customer service
• Helping conservation clean to strict rules and procedures.
• 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. Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
• Checking on how visitors are enjoying their experience of catering and enquiring whether all their needs are met.
• Consistently presenting high quality plating of food.
• 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).

JOB PURPOSE
Here at National Trust for Scotland’s INVEREWE GARDEN and CORRIESHALLOCH GORGE in the idyllic North West Scottish Highlands we are looking for energetic, cheerful, and talkative individuals to join our amazing welcome team this summer. No previous experience is needed, we would just love to hear from people who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell. This role is vital in providing an amazing welcome in all areas of these two stunning locations, helping our visitors have a fantastic experience and create wonderful memories for our guests. Based in the Welcome Centre, Retail, Catering or initial welcoming areas, your role is to make a great day out truly exceptional for our guests. You’ll help us maximise all charity income opportunities through excellent customer service, product knowledge and taking a pride in everything we do at Inverewe and Corrieshalloch.

Accommodation is available at Inverewe for seasonal vacancies. Poolewe is the nearest village and a great base for all sorts of outdoor pursuits and days off can be spent exploring this wonderful part of Scotland. We will also share our local knowledge of beaches, special hills and some amazing wild swimming spots!

Working at either site will be required on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• Welcome customers to the property by providing information on the site and facilities.
• Work with the Visitor Services Managers and property staff to deliver financial targets and other KPI’s.
• Handle cash accurately and processing sales.
• Work closely with the Visitor Services Manager and property staff to ensure perpetually high levels of accuracy are maintained for stock inventories.
• Drive-up selling opportunities through strong product knowledge and an excellent customer service.
• Work with the Visitor Services Manager and property staff to ensure high standards of display, preparation, serving and merchandising at all times.
• Help manage car park arrivals.
• Cash reconciliation duties including end of day and administration tasks.
• 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.
• Work across departments when necessary, supporting the wider Inverewe and Corrieshalloch teams.
• Develop a working knowledge of the history of the site and being able to relate that to products.
• Provide consistently excellent customer service when dealing with high volumes of customers.
• Adhere to the property’s quality standards including wearing of uniform.
• Assist in the general ongoing operational cleaning of all areas as necessary.
• Ensure 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).
The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

JOB PURPOSE
To maximise our visitors’ enjoyment of Branklyn Garden and Branklyn Cottage holiday accommodation by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the property and its assets are clean, tidy, protected and safe.
This exciting and varied role will support our visitor services and holiday accommodation activities, helping to make the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
 Welcome visitors in a friendly, efficient and knowledgeable manner, answering queries and providing information about the property, facilities, holiday accommodation and the local area.
 Provide a positive visitor experience by assisting with housekeeping, property checks and onsite activities as required.
 Maintain excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
 Promote the National Trust for Scotland brand to include our membership scheme, relevant campaigns, events and our places throughout Scotland.

To maintain excellent standards of site and personal presentation at all times
 Assist with the general ongoing operational servicing and delivery of visitor, guest and team facilities across all areas of the property including our car park, toilets, public and private spaces and holiday accommodation.
 Ensure the property and holiday accommodation is ready to accept and welcome visitors / guests by the set operational times.
 Check the property is clear of debris, rubbish etc and that signage is befitting of a Trust property.
 Report all instances of damage and wear and tear issues promptly to your line manager.
 Wear correct uniform, name badge and PPE as required.

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Perth & Kinross and help generate the income that enables us to care for Branklyn Garden.
You will contribute to the smooth and safe running of operations in our Retail & Admissions area by maintaining excellent standards of service, sharing your knowledge about the garden and the products sold in the gift shop and optimising opportunities to generate income including membership sales.
Visiting the tearoom is an essential part of the visitor experience and the role of the Visitor Services Assistant is to make it a positive and memorable part of a visitor’s day with us. You’ll help us maximise sales through excellent customer service and product knowledge, taking pride in tearoom presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
This role will assist the property team in delivering a high-quality visitor experience at Branklyn Garden (including but not limited to):

To provide a consistently high standard of visitor care at all times when:
• Welcoming visitors in the Retail & Admissions area, ensuring they have all the necessary information to make the most of their visit to Branklyn Garden and processing any purchases in a friendly, efficient and knowledgeable manner.
• Assisting in Food & Beverage preparation and service, (including awareness of ingredients / allergens) and stock management.
• Answering any visitor queries about the garden, our retail products or our food & beverage offering.
• Checking visitors are enjoying their experience at Branklyn Garden and enquiring whether all their needs are met.
• Promoting the National Trust for Scotland brand to include our membership scheme, relevant campaigns, events and our places throughout Scotland.

To maintain excellent standards of site and personal presentation at all times
• Assist with the general ongoing operational servicing and delivery of visitor and team facilities across all areas of the property.
• Maintain high standards of presentation including gift shop displays and plates of food in the tearoom.
• Ensure the property is ready to accept and welcome visitors / guests by the set operational times.
• Check the property is clear of debris, rubbish etc and that signage is befitting of a Trust property.
• Wear correct uniform, name badge and PPE as required.