Visitor Services

Visitor Services Assistant

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Drum Castle.
Drum Castle 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.
• 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).

Visitor Services Assistant

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
This role will assist the property team in delivering a high-quality visitor experience at House of the Binns including, but not limited to:
 To provide excellent customer service.
 To take guided tours around the house and estate.
 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. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).

Visitor Services Supervisor

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.

Responsible for day to day financial administration at the property, including:
 Ensuring the completion of Cash/till reconciliation.
 Week-end reports and reconciliation.
 Completion of the banking and all cash handling processes.

Supporting the Visitor Services Manager with:
 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.

Visitor Experience Modern Apprentice

Visitor Experience Modern Apprentice – Part time | 35 hours
Salary: £24,454 (Pro rata based on FTE of 37 hours) (£12.66 per hour)
Hours: 35 hours per week | Five days across Seven
Location: Edinburgh (Chambers Street)
Duration: 12 Months Fixed term

National Museums Scotland is one of the leading museum groups in Europe with one of the largest and most diverse collections in the world.

We are looking for enthusiastic and passionate individuals to join our Visitor Experience team.

Benefits of joining us as our Visitor Experience Modern Apprentice:

Annually alongside your salary, National Museums Scotland contributes £7,084 towards you being a member of the Civil Service Pension Scheme
Generous Annual leave (28.5 days – rising to 33.5) as well as an additional 8 days public holidays (Pro-rata)
Cycle to Work scheme
Free access to national (and international) museums and exhibitions
A range of wellbeing benefits including Employee Assistance Programme 24/7
Exclusive discounts on both local and national High Street and online retailers
Work towards your SCQ Level 2 in Customer Services
Access to all the above and more from day one of employment.
About the Visitor Experience Modern Apprentice role:

You are the first person our visitors will see, and we want to make the right impression. Make no mistake, this is a customer service driven role. You will be working front of house, meeting and greeting visitors and helping them have a great experience. From promoting our public programmes and events to providing information and knowledge on our various collections and stories, every day is a new opportunity for us to lead the way in exceptional customer service!

The position of Visitor Experience Modern Apprentice is an opportunity to carry out the role of a Visitor Experience Assistant whilst also undertaking a qualification in Customer Service alongside it.

As a Visitor Experience Modern Apprentice at National Museums Scotland you will:

Be proactive, approachable and visitor focussed in being ready to offer assistance, directions and exceptional customer service to our visitors
Promote and support a broad range of public programmes, exhibitions and events
Develop and maintain an appropriate level of knowledge of the Museum’s collections, displays, objects and stories, and activities.
Work towards your Customer Service qualification through online training, development and assessment.
Skills and experience you will learn in our Visitor Experience Modern Apprentice role:

SVQ Level 2 in Customer Services
Effective communication skills
Working with others
Problem solving
Information and Communications Technology
Hiring the right person for the right job is everything to us. We want to encourage you to apply if you think this is the role for you.

Please note that to comply with funding criteria, candidates must be aged 18 – 23.

Deadline for applications is 21st April 2024 at midnight

The selection day is likely to take place on 1st May 2024

The roles would start from approximately 15th May 2024

Please be sure to view our recruitment pack for this role (available on our careers website: careers.nms.ac.uk) for full details of the position that may help with your application.

Admissions Assistant

Thank you for your interest in the post of Admissions Assistant with Historic Environment Scotland based at Stirling Castle.

We currently have 3 positions available:-
* 2 x Part Year Permanent positions – Full Time 35 hours per week, contract length
26 weeks each year (usually April-September) however will run from May-
November this year.
* 1 x Fixed Term position – Part Time 26 hours per week, contract will run until 31st
March 2025.

These posts sit within the Admissions Team within Stirling Castle, working closely with members of the castle’s Retail & Guiding Team to deliver a seamless visitor experience across the castle. This will involve roles such as selling tickets and promoting memberships, greeting visitors and working in the car park.

Stirling Castle staff pride themselves on delivering a first-class service. We have welcomed over 450,000 visitors from April-December 2023, visitors from many countries around the world who are all looking for a unique experience, with the anticipation that we will welcome even more visitors in 2024.

We are looking for someone who enjoys interacting with diverse groups of people, who has a passion for customer service and who would thrive in a fast paced and constantly changing workplace.

Please specify on your Statement of Competence if you would like to be considered for the Fixed Term or Part Year Permanent position or both.

For further information about the role please refer to the job description.

Benefits of working with HES
– A generous holiday allowance of 25 days holidays + 11.5 public holidays per year
(pro-rata for employees)
– A Civil Service pension which means you will receive an employer contribution of
27% of your annual salary
– Free entry to Historic Environment Scotland sites (with up to three guests) and all
English Heritage, Manx and Cadw properties
– Discounts on 100’s of online retailers
– Interest free loans for bicycles and annual travel passes

Closing date for applications is midday on Wednesday 24th April 2024.

Magical Potter Tour Guides

We are looking for Actors & Actresses to deliver our Magical Potter Walking Tours in Edinburgh’s Old Town.

A flair for drama interspersed with humour is essential along with clear spoken English. Knowledge of the Wizarding World and/or Mandarin/Cantonese speaking is an advantage but not essential.

Superb pay rate, £40 per 1.5 hour tour + TIPS. Costume accessories provided.

Tours run Fridays, Saturdays & Sunday afternoons currently so must be available for weekends, public holidays and the Edinburgh Festival Fringe 2024.

Please email in your acting & academic/professional CVs along with current headshots and references to ian@auldreekietours.com.

We trade all year round and we are a 4 star Visit Scotland Attraction as well as rated 4+ stars on Tripadvisor, Google and Get Your Guide.

Visitor Services Assistant

WANT TO WORK AT SOME OF THE MOST BEAUTIFUL LOCATIONS IN SCOTLAND?

****ACCOMMODATION PROVIDED AT SOME SITES*****

Across Scotland, we have thousands of people working to protect Scotland’s heritage: at historic houses and castles, in gardens and throughout the countryside, and in a variety of support roles.
Be part of us
Our people come from a wide variety of backgrounds, bringing a diverse range of skills and talents. So, whether you’re passionate about your local garden or fascinated by Scotland’s history, we have a range of roles in different locations with time commitments to suit you.

The roles

We are currently looking for Visitor Services Assistants to work throughout the summer season. These roles offer: –
• Excellent rates of pay
• Paid holidays
• Accommodation (Inverewe/CorrieShalloch only)
• Full time, part time & flexible hours
• Full training
• Free access to all NTS properties
• Staff discounts

Our positions are based at; Inverewe Gardens, Brodie Castle, Corrieshalloch Gorge, Culloden and Glenfinnan all situated in the Highlands of Scotland.

These are fantastic opportunities and offers successful candidates a chance to contribute to the conservation of our precious heritage and landscapes.

Tour Guide

Role Responsibilities

Deliver Tennent’s brewery tours covering the history of the famous brand and the brewery, brewing process, ingredients, and packaging operations within the tour.
Ensure compliance with site Health & Safety rules and ensure tour groups’ safety throughout tour delivery.
Operating the booking system to take and update reservations for the brewery tours and events.
Responding to email enquiries.
Taking payments, cash handling and daily income reconciliation.
Support the promotion of the Tennent’s Visitor Centre including representation at external events.
Hosting groups within our corporate meetings and events space.
Pouring drinks and ensuring bar operations are delivered efficiently within the Tennent’s Visitor Centre and Molendinar bars.
Answering incoming phone calls, restocking, and looking after the shop.
Welcoming visitors to the centre.
Prepare and run different Spirit and Beer masterclasses.
To drive average Trip Advisor ratings to = 4.5*-5* by instilling high standards of customer service.
Any other duties as reasonably required.
Skills & Experience

Previous bar experience is essential.
Second language in, Italian or German or French is desirable.
First class customer service experience and previous experience in service industry.
Self-motivated, pro-active, and willing to take responsibility for all TVC operations.
Confident, personable, and comfortable speaking in front of groups.
IT skills and experience in using booking systems, social media applications and email.

Visitor Services Assistant – Housekeeping

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 & Crathes, 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

Gardener

KEY RESPONSIBILITIES
The key purposes of the job will be met by:
 Undertaking practical maintenance of the garden plant management (trees, shrubs, vegetables etc.); turf care, pest and disease control, biosecurity, propagation, irrigation, and composting, to the required standards expected by the Trust and for the maximum safety of, and enjoyment by visitors.
 Fostering positive relationships with local communities and organisations and promote the work of the Trust.
 Resource management through effective and efficient use of machinery, equipment, materials and all other resources.
 Working to the Trust’s Environmental Policy with respect to sustainable gardening activities, including energy, water, and pesticide use.
 Working with volunteers and staff members to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities.
 Demonstrating self-motivation, organisation, ability to plan, prioritise and manage own and others’ time.
 Customer service and care delivered to a high standard to ensure that the property’s reputation for excellence is maintained and enhanced.
 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.
 Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.
 Helping elsewhere on the estate where necessary.

Your role is one for which the duties/responsibilities/accountabilities of the role require you to become a member of the Protection of Vulnerable Groups (PVG) scheme, which replaces the ‘Enhanced Disclosure’ check and is administered by Disclosure Scotland.

SCOPE OF JOB
People Management
 Not a line manager but will supervise volunteers under instructions from Head Gardener.
 Will work closely with other property colleagues and, will have some interaction with other technical/specialist advisory colleagues based in other locations and departments (e.g. other NTS gardens).
 Will have regular (daily) interaction with members of the public and guests of all ages and abilities.

Tools/equipment
 Will be a user of driven vehicles such as ride-on mowers and tractors.
 Will be a frequent user of powered tools including, mowers, strimmers, hedgecutters, etc.
 Will be a frequent user of hand-tools including spades, forks, secateurs etc.

Visitor Assistant

Are you a dynamic storyteller and passionate about creating memories for our many visitors? Then we are looking for you!

About the role:
You will…
… proactively acknowledge every visitor with a warm, genuine welcome
… anticipate every visitor’s needs so that no-one is disappointed
… connect with each guest personally to make them feel valued
… uphold outstanding levels of service to overcome any problem or challenge
… ensure the customer experience you offer is never just fine, it’s always
excellent

You will be enthusiastically leading tours, ensuring everyone has a memorable experience, and proudly promoting the whole attraction. Your role is varied and also includes selling tickets from our box office, offering advice to visitors, selling and serving in our gift shop and Scotch whisky bar and giving knowledgeable recommendations.

About you:
You are…
… a confident, outgoing storyteller with a natural character.
… an engaging communicator overflowing with a warmth of spirit.
… an inquisitive, keen learner with a thirst for knowledge.
… a passionate and enthusiastic presenter.
… a hardworking, flexible problem solver determined to raise the bar.
… a cheerful and outgoing host ready for a double measure of fun!

Contract: Full-time 36.35hrs a week or part-time from 7.25hrs a week
Hours: Rota based, includes evenings and weekends
Salary: £12.25 per hour increasing to £12.73 with experience

You will be busy on your feet all day and learning lots. Our friendly and supportive team will look after you and encourage you to reach your full potential.

About us:
We are a team of friendly and passionate storytellers in a five-star visitor
attraction. We exist to make the world fall in love with Scotch whisky! Why
not have a look around our website, or to get a better feel for our team’s
enthusiasm, expertise and personality, why not read our blog?
Our visitor assistant team work together to connect everyone- from absolute
beginners to connoisseurs- with Scotch whisky.

Interested?
Do you think you’d bring something special to our team? Then we’d love to hear from you! Maybe you’ve worked in tourism before, or perhaps you
speak a foreign language. If so, your application will really stand out. But this
isn’t essential; just tell us why you’d love to join our team.
We cannot wait to meet you!

Seasonal Brand Home Host

Seasonal work in our Brand Home team, communicating our story, spirts and brand through 5 star experiences.

Hosts are responsible for providing a world class service to guests at Holyrood Distillery. They will conduct guided tours, work within our on-site bars, hosting events; actively promoting the brand, products, and experiences. They will also be asked to perform other duties across the distillery which will involve working within the shop, taking bookings, and assisting with admin tasks.

They will have responsibility for the daily stock and presentation of the Distillery, including the sale and up-sale of spirit and shop products, tastings, pouring and presenting drinks, and other related activities.

Hosts will be the face of Holyrood Distillery – so must be passionate and knowledgeable about our products and experiences; and be a genuine people person with a passion for Edinburgh and our place in it.

Must be calm when under pressure, with the confidence and ability to respond to unexpected situations professionally, and to seek advice and support when required.

Benefits include:
• Life Insurance with SmartHealth
• Educational budget within the spirits industry
• Cycle to work Scheme
• Staff discount on our Holyrood Spirits
• A spirit and merch allowance
• Paid holidays
• Training

For full role details please see the attached job description.

To apply please send your CV to Isla@holyrooddistillery.co.uk by the 22nd of April 2024

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