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Visitor Services

Visitor Services Supervisor – Food and Beverage

JOB PURPOSE

To provide operational delivery of the visitor experience and supervision in the Food & Beverage department at the Woodland Cafe, Red Squirrel Kiosk and on site events in line with the Trust’s policies. Delivering Performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and with delegated responsibility for catering duty management is very often the face of the Trust to visitors. As such directly influences public perceptions of the Trust and is significant to developing and maintaining the property’s reputation

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
Catering operation
 Lead with menu development and the preparation and presentation of a high-quality food and drink offer.
 Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related record-keeping.
 Assist with food led events throughout the year to support over all business goals.
Visitor experience
 Offer excellent customer service and ensure all members of the team do the same.
 Support property-wide targets for completion of visitor surveys to understand more about our visitors.
 Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor, addressing issues and emergency procedure, and providing relief cover, as required.

Visitor Services Assistant – Housekeeping

KEY PURPOSE
To clean and maintain areas in Brodick Castle, the Woodland Café, the Red Squirrel Kiosk and Shore Lodge Bunkhouse including the toilets at Brodick Castle, Woodland Café and the Countryside Centre and general cleaning to the staff areas with-in the Castle to include staff toilet, offices, and corridors. The VSA-Cleaner should provide an efficient and effective service through high standards of cleaning and maintenance based on the needs of the properties all year-round including events and functions.

KEY RESPONSIBILITIES

The VSA-Housekeeping is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property. These duties involve keeping all visitor services areas as always outlined in the Key Purposes of the role clean and functional and following best practice. Cleaning and maintenance of the site is key to ensuring all visitors have a satisfactory visit.

Specific duties include:

• To ensure that a high level of cleanliness is maintained throughout all areas you are responsible for
• Each VSA 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.
• General cleaning of surfaces (e.g., windowsills, skirtings/facings, and doors) as well as the cleaning of all sanitaryware.
• Replenishing toilet rolls, hand towels, soap etc. daily to always ensure plentiful supply.
• All VSAs 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 Castle’s Green Tourism Award standards.
• Complete change overs in the Shore Lodge Bunkhouse.
• Report to Line Manager any defects seen which are likely to affect public experience and security.

Visitor Services Assistant – Guide

PURPOSE OF THE ROLE

Brodick Castle is an idyllic island destination and visitor attraction on the Isle of Arran. 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 stunning property and its history. 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. This person is frequently in contact with visitors and as such is an ambassador for the Trust, exhibiting consistently excellent customer services while actively promoting the Trust’s aims and services.
The Trust has stated the importance that education plays at its properties. The provision of an interesting and educational day out has been a key feature at Brodick Castle and Country Park for many years. The role’s main purpose is to support the delivery of learning programs and events, both consistently and professionally at the property.

KEY RESPONSIBILITIES
EDUCATION
In this role, the post holder will assist with the delivery of the education programme at Brodick Castle, under the direction of the Head Education Guide. This includes:
• Maximise visitor enjoyment and understanding of the property through by presenting the history of Brodick, it’s collection and the people who lived there
• Delivery of a range of high quality talks and tours about Brodick for the general public and organised groups, including all ages and abilities
• Delivery of formal/informal educational activities and workshops to schools
• 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
• Responsible for daily education operations within the castle, ensuring all opening and closing procedures have been carried out and that all areas are properly supervised and engaging educational talks are occurring.

Stalker

PURPOSE OF THE ROLE
To assist the Head Stalker in managing and enhancing the game resource and conservation activities on Mar Lodge Estate in accordance with the management plan. The central function of the role is in deer management; with delivering our annual cull being the principal priority but also catering to our sporting clients.

The position plays a key role in the practical implementation of written management plans on the ground. This includes carrying out works in some of the most ecologically significant wildlife communities within the Cairngorms National Park. The location of the Estate in such an area of environmental significance, as well as the high levels of public usage, means that the role is often employed in practical ways to manage the potential conflicts between these interests.

KEY RESPONSIBILITIES
The Key Purposes of the role will be met by:

• Leading on, and being accountable for, the successful delivery of the Mar Lodge Estate Deer Management Plan, and other priority actions (i.e. predator control) over a ‘beat’ (area assigned to each Stalker) of several thousand hectares of remote woodland, moorland and mountainous terrain.
• Advising and supporting the Head Stalker on appropriate management issues and processes, as necessary, and assist in the formulation of appropriate management prescriptions.
• Training, mentoring, and supervising junior staff, seasonal staff, volunteers and guests.
• To implement fully the National Trust for Scotland’s Health and Safety Policy and any processes and procedures specific to issues of game management and sport. To be active in the continual development and review of risk assessments.
• Keeping, training and caring for working dogs to; comply with the legal conditions of deer management authorisations, and to support game shooting and predator control activities.
• Supporting the wider estate in maintenance of key infrastructure using a wide range of plant and machinery.
• Working at all times to a level of service delivery equivalent to, or above, published codes of conduct and best practice relating to areas of work undertaken as part of the duties of a stalker.
• To extend the understanding of visitors to the Estate of game management and field sports and the harmonious benefits to be experienced for both sports, access, and conservation.

Visitor Services Assistant – Welcome

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, friendly, and confident 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 the offer here at Brodie Castle, helping our visitors have a fantastic experience and create wonderful memories.

Based in the Castle, Welcome Centre or Car Park, 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, as well as inviting visitors to support our work through membership.

This role also includes conducting guided tours of the Castle for groups of up to 25 people. You will shine a light on the fascinating history of the Brodie Family and the Castle they lived in through warm and enthusiastic story telling.

KEY RESPONSIBILITIES

• Provide excellent customer service to all who choose to visit.
• 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.
• Lead tours of the Castle and Grounds which tell the stories of the past, present and future of Brodie Castle.
• Help manage car park arrivals, process payments and give site orientation
• Work with the Visitor Services Managers and property staff to deliver targets and other KPI’s.
• Handling cash accurately and processing sales.
• Working closely with the Visitor Services Manager and property staff to ensure perpetually high levels of accuracy are maintained for stock inventories.
• Actively drive-up selling opportunities through strong product knowledge and an excellent customer service with a strong focus on membership and retail.
• Working with the Visitor Services Manager and property staff to ensure high standards of display, preparation, serving and merchandising at all times.

Visitor Services Assistant – Housekeeping

PURPOSE OF THE ROLE

To maximise visitor enjoyment of Brodie Castle by delivering the highest standards of housekeeping, and customer care across public facilities.

Background

Brodie Castle and Estate is situated in the parish of Dyke and Moy, Morayshire and boasts thousands of visitors each year. The castle has been in the care of the National Trust for Scotland since 1979 and opened its doors to the public for the first time in 1980. Within Brodie Castle there are historic interiors of exceptional quality, which contain fine plaster ceilings and collections of international significance.
Brodie Estate is also home to The Playful Garden which contains a fascinating menagerie of characters inspired by the castle’s quirky and colourful history, including Scotland’s biggest bunny sculpture.

The post-holder is responsible, with the support of the Housekeeping and Holiday – Let Supervisor for delivering the highest standards of housekeeping across public facilities and staff office spaces.

KEY RESPONSIBILITIES

The Key Purposes of the post will be met by ensuring all public facilities and office spaces are cleaned and presented by the highest possible standard.

General Housekeeping:
Undertaking the routine cleaning and housekeeping of domestic and display areas of the property, including but not limited to:
• Vacuuming, sweeping, polishing of floors
• Dusting/polishing of fittings such as panelling, stairs, and doors
• Dusting/wiping of sills, skirting’s, door-frames, and window frames
• Cleaning of windows
• Cleaning of lavatories, sinks, staff-rooms etc
 Supporting the use of the property for functions and events by:
o Protecting vulnerable collections;
o Assisting with functions furniture set-up and striking;
o Clearing and cleaning before and after the event.

Holiday Let Accommodation (the Laird’s Wing and other holiday cottages):
Undertaking occasional support in servicing of let accommodation of the property, including but not limited to:
• Vacuuming, sweeping, mopping, polishing of floors
• Dusting of surfaces, fittings, furniture, ornaments, doors
• Cleaning of windows
• Changing of bed linen and towels, and making of beds
• Cleaning of bathroom/toilet areas and fittings
• Cleaning of (let) kitchen/scullery areas and equipment
• Checking functionality of lighting, heating, TV/radio etc
• Replenishing of welcome/hospitality trays, and consumables
• Checking of collections and domestic inventories during changeover – specifically in the Laird’s Apartment.

Visitor Services Assistant

JOB PURPOSE
Robert Smail’s Printing Works is an operational letterpress printing works, established in 1866 and handed down through 3 generations of the Smail family before coming into the care of the National Trust for Scotland in 1986. Smail’s is rare within the Trust in that it is a working, industrial heritage site and unique within the UK, being the last fully operational letterpress printing works on its original site, using original equipment and heritage skills to produce letterpress products today.
This role exists to maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income, and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, and Events activities making 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
 Welcoming all visitors to the site and processing their bookings, admissions, 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 groups, aiding with specific needs in a warm and efficient manner.
 Stock-rotation and merchandising to promote and maximize sales in the shop.
 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.

Visitor Services Assistant

JOB PURPOSE
To maximise our visitors’ enjoyment of Preston Mill & Phantassie Doocot by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making 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
 Welcoming all visitors to the site and processing their bookings, admissions, 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 groups, aiding with specific needs in a warm and efficient manner.
 Stock-rotation and merchandising to promote and maximize sales in the shop.
 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.

Visitor Services Supervisor

JOB PURPOSE
To provide operational coordination and supervision of retail, learning, visitor services, and events at in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the Palace and gardens to ensure an excellent customer/visitor experience. This includes supervision of:
 Visitor services, catering, events and retail offer (including ordering, merchandising, sales targets).
 Line management of Visitor Services Assistants and volunteers.
 Duty management and oversight/maintenance of the property.
 Ensure the property social media is managed to generate interest, engagement and help drive visitors.
 Deliver the schools programme to meet the targets for number of visits, revenue generated.
 Support the informal learning and community engagement / outreach activity.
 Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups).
 Security of the Property;
 Health & Safety procedures, emergency procedures, and environmental procedures;
 Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.

Visitor Services Assistant

JOB PURPOSE
To maximise visitor enjoyment through the presentation of an appropriate selection of verified facts and anecdotes relating to the property’s history/design/contents/function; uphold excellence in visitor care; promote the value of the work of the Trust including membership; and assist with the general health, safety, and security of the property. Please note that the job involves some physical activity in the form of periods of standing, walking and being stationed outside. There may also be a requirement to assist in Bessie’s Café at busy times.

Some flexibility will be required as to when hours are worked and regular weekend working will be expected.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
This role will assist the property team in delivering a high-quality visitor experience at Culross Palace including, but not limited to:
 To provide excellent customer service.
 To take guided tours around the Palace.
 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 greet all visitors and provide refreshments as appropriate.
 To be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, cleaning, recording statistics etc.
 To assist in organisation and safe running of events.
 To handle 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.
 Cash reconciliation duties including end of day and administration tasks.
 To take responsibility for your own development and learning.
 Taking booking enquiries and process appropriately.
 To follow the property’s quality standards including wearing of uniform.
 To ensure the health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines.

Visitor Services Assistant

JOB PURPOSE

Responsible for the delivery and ongoing administration of the award-winning formal learning programme for schools & further education groups. Support the wider team with the development and delivery of informal learning and events.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Visitor Experience
 Deliver daily high quality informal and formal learning programming.
 Provide excellent customer service while working with internal and external customers.
 Develop strong historical knowledge of site and wider area.
 Be responsible and proactive. Ensuring all day-to-day tasks are completed including bookings, record keeping and reporting figures, preparation and basic administration as required.
 Delivering our public tours and undertaking retail duties when required.

Financial Responsibility
 Cash reconciliation duties including start and end of day tasks.

Health and Safety
 Adhering to the National Trust for Scotland Health and Safety and Environment policies and guidance.
 Wearing of personal protective equipment as required by National Trust for Scotland policy.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
 No formal qualifications required.

Visitor Services Assistant – Part-Time and Full-Time

OVERVIEW OF THE POST

As a key support to the Senior Visitor Services Assistant, the visitor services assistant maximises our visitors enjoyment of Almond Valley Heritage Centre by maintaining excellent standards of service. Ensuring the smooth and safe operations in admissions, house management and events activities making Almond Valley Heritage Centre the best possible place to visit and work.
Due to the nature of this post the successful candidate will need to be over the age of 18 years old.

INFORMATION ABOUT TEAM

You will form part of the Visitor Operations Team, lead by the Operations Manager. The small dedicated team is made up of permanent and seasonal team members who contribute to the overall visitor experience.

SCOPE OF DUTIES
Key Responsibilities, Duties and Objectives
Visitor Care
◦ Welcoming visitors to the site and processing their admission/retail purchases in a friendly, efficient and knowledgeable manner.
◦ Welcoming visitors with specific needs/impairments and providing a high level of service in accordance with the Equality Act.
◦ Welcoming large groups in an efficient and warm manner.
◦ Answering visitors’ queries about the site face to face and over the telephone.
◦ Housekeeping duties.
◦ Site Patrol and working along side the Tidy Team when required for tasks including toilet checks and litter picking.
◦ Assisting with rides, and being a train guard on the narrow gauge railway ride.
◦ Working alongside the team at special events.

Site and Personal Presentation
◦ The general ongoing operational cleaning of areas as necessary, sweeping, dusting and polishing where required.
◦ Ensuring that the front of house is is ready to open and welcome visitors by the set opening time.
◦ Wearing the correct uniform, name badge, or PPE where required.
◦ Report all instances of damage and wear and tear issues promptly to the Senior Visitor Services Assistant.
◦ Work in harmony with all other departments.

Financial Responsibilities
◦ To adhere to all financial procedures to include till operation and safeguarding of monies.
◦ Actively up sell memberships to facilitate the visitors enjoyment.

Health and Safety
◦ To ensure site meets with Health and Safety legislation in liaison with the Senior Visitor Services Assistant and Operations Manager.
◦ To ensure that visitors vacate the site at close of business and that the front of house is secured at end of day.
◦ Work in a responsible and safe manner at all times adhering to Health & Safety, safe working practices and Company Policies and Procedures.

General
• To provide a visitor focused service at all times ensuring that all work is completed to the highest standards.
• Represent the Almond Valley at all times by being smart in appearance and presentable whilst behaving in an appropriate manner in line with our cultural values.
• Be accountable for their own development seeking out opportunities to learn new skills to continuously improve.
• Such other reasonable duties as and when required by your Line Manager.
• The above list of duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope of the role.

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