Visitor Services

JOB PURPOSE
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, 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 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.
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 welcome visitors by the set opening time.
 Wearing correct uniform, name badges, or PPE as required.
 Reporting all instances of damage and wear and tear issues promptly to your line manager.
 Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial responsibilities
 To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Catering/Events/Cashier duties
 To ensure good housekeeping of catering kitchens, serveries and back of house areas.
 To ensure that retail merchandising is in accordance with NTS policy.
 To assist in achieving site retail/catering/events targets and KPI’s.
 To actively upsell products and services to facilitate the visitor’s enjoyment.
 To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
 To work flexibly across departments and sites as needed.
 To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
 To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

Health and Safety
 To ensure site meets with Health and Safety legislation in liaison with your department manager.
 To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
 To use personal protection equipment as provided and directed by your line manager

JOB PURPOSE
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, 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 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.
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 welcome visitors by the set opening time.
 Wearing correct uniform, name badges, or PPE as required.
 Reporting all instances of damage and wear and tear issues promptly to your line manager.
 Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial responsibilities
 To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Catering/Events/Cashier duties
 To ensure good housekeeping of catering kitchens, serveries and back of house areas.
 To ensure that retail merchandising is in accordance with NTS policy.
 To assist in achieving site retail/catering/events targets and KPI’s.
 To actively upsell products and services to facilitate the visitor’s enjoyment.
 To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
 To work flexibly across departments and sites as needed.
 To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
 To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

Health and Safety
 To ensure site meets with Health and Safety legislation in liaison with your department manager.
 To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
 To use personal protection equipment as provided and directed by your line manager

Our prestigious client, Johnnie Walker Princes Street is currently seeking team members for all areas of their Experience Department on a temporary basis. They are looking for friendly, outgoing individuals who have a passion for customer service and are willing to deliver a world class experienced. Multiple roles available including Experience Guide, Performance Artists and Back of House Support Assistants – Duties include but are not limited to.

Your Time at Work

– Deliver all experiences and tasting to the agreed standard whilst ensuring memorable guest experiences. Confidently speak in front of large visitor groups to explain and express concepts and processes in a clear and engaging manner; share the Johnnie Walker Brand Home story through emotionally engaging presentations, conversations, and world-class storytelling.
– Presentation for up to 30+visitors within character
– Ability to memorise and recite various experience scripts.
– Have a strong consumer centric approach and provide consistent premium levels of service and promotion of brand message to all customers which generates memories for that visitor.
– Possess a friendly, helpful, confident, and engaging personality.
– Actively engage visitors to enhance their experience at The Johnnie Walker Brand Home, listen to our visitor feedback, requests, and concerns in order to take action in an ethical, effective, and timely manner to exceed their expectations all while promoting positive drinking.
– Answer general questions about the exhibitions, history, and process.
– Continue to develop a knowledge of the Johnnie Walker Brand Home story, brand initiatives, and whisky making practices.
– Assist within other areas of the Experience department as required.
– Assist with special events.
– Process admissions transactions for guests and Issue tickets as required.
– Possess thorough understanding of all tour and tasting experiences’ equipment and supply needs.
– Execute continuous setup and cleanup of tasting rooms and areas for each experience offering; work quickly to reset tasting equipment and supplies throughout various experience areas between each group rotation.
– Maintain clean and orderly visitor-facing areas.

Our Perfect Worker

– Acting or Live Performance background preferred; however, training will be provided.
– Experience in hospitality, food & beverage, or tourist attractions industry preferable
– Deep enthusiasm for whisky and its use within cocktails
– Strong desire to learn more about the Johnnie Walker Brand Home whisky story, brand, and its characteristics.
– Excellent communicator, both verbal and written
– Fluent Spoken English, additional languages are beneficial but not essential.
– Be guided by a customer-first mindset; ability to understand and interpret consumer insights.
– Be comfortable with the use of technology.
– Desire to work in a fast-paced environment.
– Requires considerable movement around the Johnnie Walker Brand Home to carry-out job role and activities.
– Must be flexible with work schedule including weekends, holidays, and evenings.
Key Information and Benefits
This is a temporary ongoing role
Full-time and part-time basis available.
Flexible starting time – between 10:00 am and finishing time by 10:00 pm (Flexibility is required).

The pay rate is £12.60 per hour.

For further information, please contact samer.swisi@brightwork.co.uk

Brightwork Ltd offers the services of an employment agency for permanent roles and an employment business for temporary roles.

JOB PURPOSE
To provide operational coordination and supervision of catering, retail, 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 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
 Accountable for cost-effective stock management, ordering, storage and wastage control.

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 centre, addressing issues and emergency procedure and providing relief cover, as required.

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
 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;
o Ensuring the completion of cash/till reconciliation
o Week-end reports and reconciliation
o Completion of banking and cash handling processes.
o Health & Safety procedures, emergency procedures, and environmental procedures;
o Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required
o Recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets;

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Culross and help generate the income that enables us to care for The Royal Burgh of Culross.

Visiting Bessie Bar Hall is an essential part of the visitor experience and the role of the Visitor Service Assistant – Catering 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 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.
 Assist in food preparation and stock management.
 Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
 Checking on how visitors are enjoying their experience of catering at Inverewe and enquiring whether all their needs are met.
 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.

Our prestigious client, Johnnie Walker Princes Street is currently seeking team members for all areas of their Experience Department on a temporary basis. They are looking for friendly, outgoing individuals who have a passion for customer service and are willing to deliver a world class experienced. Multiple roles available including Experience Guide, Performance Artists and Back of House Support Assistants – Duties include but are not limited to.

Your Time at Work

– Deliver all experiences and tasting to the agreed standard whilst ensuring memorable guest experiences. Confidently speak in front of large visitor groups to explain and express concepts and processes in a clear and engaging manner; share the Johnnie Walker Brand Home story through emotionally engaging presentations, conversations, and world-class storytelling.
– Presentation for up to 30+visitors within character
– Ability to memorise and recite various experience scripts.
– Have a strong consumer centric approach and provide consistent premium levels of service and promotion of brand message to all customers which generates memories for that visitor.
– Possess a friendly, helpful, confident, and engaging personality.
– Actively engage visitors to enhance their experience at The Johnnie Walker Brand Home, listen to our visitor feedback, requests, and concerns in order to take action in an ethical, effective, and timely manner to exceed their expectations all while promoting positive drinking.
– Answer general questions about the exhibitions, history, and process.
– Continue to develop a knowledge of the Johnnie Walker Brand Home story, brand initiatives, and whisky making practices.
– Assist within other areas of the Experience department as required.
– Assist with special events.
– Process admissions transactions for guests and Issue tickets as required.
– Possess thorough understanding of all tour and tasting experiences’ equipment and supply needs.
– Execute continuous setup and cleanup of tasting rooms and areas for each experience offering; work quickly to reset tasting equipment and supplies throughout various experience areas between each group rotation.
– Maintain clean and orderly visitor-facing areas.

Our Perfect Worker

– Acting or Live Performance background preferred; however, training will be provided.
– Experience in hospitality, food & beverage, or tourist attractions industry preferable
– Deep enthusiasm for whisky and its use within cocktails
– Strong desire to learn more about the Johnnie Walker Brand Home whisky story, brand, and its characteristics.
– Excellent communicator, both verbal and written
– Fluent Spoken English, additional languages are beneficial but not essential.
– Be guided by a customer-first mindset; ability to understand and interpret consumer insights.
– Be comfortable with the use of technology.
– Desire to work in a fast-paced environment.
– Requires considerable movement around the Johnnie Walker Brand Home to carry-out job role and activities.
– Must be flexible with work schedule including weekends, holidays, and evenings.

Key Information and Benefits

This is a temporary ongoing role
Full-time and part-time basis available.
Flexible starting time – between 10:00 am and finishing time by 10:00 pm (Flexibility is required).

The pay rate is £12.60 per hour.

For further information, please contact samer.swisi@brightwork.co.uk or visit https://www.brightwork.co.uk//job/63953

Brightwork Ltd offers the services of an employment agency for permanent roles and an employment business for temporary roles.

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Castle Fraser.
Castle Fraser is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. 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
• 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).

KEY PURPOSE

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 at Brodick Castle, Gardens and Country Park, 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.
• Ensuring site is ready to open, welcoming visitors to the site and processing their guiding, retail, admission 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.
• To support the operational needs of the business with occasional cross department working such as guiding and retail.

Maintain excellent standards of site and personal presentation at all times.
• Wearing correct uniform, name badges, or PPE as required.
• 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.

• Reporting all issues of damage and wear and tear, promptly to your Line Manager

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager.