Visitor Services

CONTEXT

Renowned for its peaceful atmosphere, Malleny is the place to come for quiet contemplation in beautiful surroundings. The garden is a haven for plant lovers thanks to a large variety of colourful and fragrant flowers and shrubs. Malleny holds 150 varieties of rose, including a heritage collection of shrub roses.

JOB PURPOSE

Under direction of Head Gardener, working primarily at Malleny Garden within walled garden and woodland setting to enhance the visitor enjoyment of the environment. There will be occasional joining up with the wider Edinburgh gardening team.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Assisting with horticultural duties to deliver the optimum aesthetic standards expected with the safety and enjoyment of all who use the site paramount. Activities include:
 Grass Cutting, strimming, hedge-cutting and the raking up or collections afterwards.
 Cutting of lawn edges.
 Hand weeding of borders.
 Pruning wall plants, those in borders and elsewhere.
 Planting out (under direction of Head Gardener.)
 Application of mulches.

Assisting with general property maintenance. Activities include:
 Litter picking.
 Maintaining paths
 Use of bonfire to dispose of unhealthy plant material.

Assisting as required with the general enjoyment of the walled garden and surrounding woodland by:
 Responding to general visitor enquiries.
 Answering basic horticultural enquiries from visitors.
 Assisting at events held at both properties.

Ensuring compliance with The Trust’s Health, Safety and Environmental policies and procedures to ensure safety of staff, volunteers and visitors and where practicable, sustainable horticulture.

Working with volunteers to ensure they deliver required outcomes to the appropriate standard, and ensure they benefit from their volunteering.

CONTEXT

This hillside plant haven offers a sanctuary of tranquillity and a year-round feast for the senses. It is home to colourful borders and a heady mix of scents, including roses, honeysuckle and herbs.
The garden is split into two main areas, with sloping lawns and borders at the top of the hill and the wilder woodland and ponds below.

JOB PURPOSE

Under direction of Head Gardener, working primarily at Inveresk Garden within the formal garden, wild meadow and woodland setting to enhance the visitor enjoyment of the environment. There will be occasional joining up with the wider Edinburgh gardening team.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Assisting with horticultural duties to deliver the optimum aesthetic standards expected with the safety and enjoyment of all who use the site paramount. Activities include:
 Grass Cutting, strimming, hedge-cutting and the raking up or collections afterwards.
 Cutting of lawn edges.
 Hand weeding of borders.
 Pruning wall plants, those in borders and elsewhere.
 Planting out (under direction of Head Gardener.)
 Application of mulches.

Assisting with general property maintenance. Activities include:
 Litter picking.
 Maintaining paths
 Use of bonfire to dispose of unhealthy plant material.

Assisting as required with the general enjoyment of the walled garden and surrounding woodland by:
 Responding to general visitor enquiries.
 Answering basic horticultural enquiries from visitors.
 Assisting at events held at both properties.

Ensuring compliance with The Trust’s Health, Safety and Environmental policies and procedures to ensure safety of staff, volunteers and visitors and where practicable, sustainable horticulture.

Working with volunteers to ensure they deliver required outcomes to the appropriate standard, and ensure they benefit from their volunteering.

JOB PURPOSE
To maximise our visitors’ enjoyment of Hill of Tarvit Mansion and Holiday Cottages 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, events and holiday let activities when required, 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
 Welcoming visitors to the estate/property in a friendly, efficient and knowledgeable manner, answering queries and providing information about the property, facilities and the local area.
 Provide a positive visitor experience to the estate by assisting with housekeeping, carparking, fire patrols, property checks, tours, events and onsite activities when required.
 By maintaining excellent standards of service, optimising opportunities to generate income, and ensuring that the site and its assets are safe and secure you will be a vital part of furthering the valuable work of the National Trust for Scotland
 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;
 Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act.

To maintain excellent standards of site and personal presentation at all times
 To assist with the general ongoing operational servicing and delivery of visitor facilities across all areas of the property, including our car parks, public toilets, public rooms and spaces, holiday accommodation and other outlying visitor facilities throughout the property.
 Ensuring the property is clear of debris, rubbish etc and that signage is befitting of a Trust property.
 Ensuring the property is ready to accept and welcome visitors by the set operational times.
 Wearing correct uniform, name badges, or PPE as required.
 Reporting all instances of damage and wear and tear issues promptly to your line manager.
 Participate in a duty rota to ensure that visitor’s needs out with normal working hours are supported.

Other duties (where applicable)
 To actively upsell products and services to facilitate the visitor’s enjoyment.
 To work flexibly across departments and sites as needed.

Health and Safety
 To ensure site meets with Health and Safety legislation in liaison with your department manager.
 To use personal protection equipment as provided and directed by your line manager.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
 No formal educational qualification required.

Skills, Experience & Knowledge
Essential
 Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills and personal standards.
 Excellent “front of house” persona – warm, welcoming, patient, understanding with a flexible and helpful outlook.
 Be responsible and proactive, ensuring all day-to-day tasks are completed as instructed.
 Demonstrable excellent time management skills and the ability to prioritise.
 Ability to work within a team or independently to a high and safe standard.
 The ability to take the initiative and address problems or deal with tasks as they arise.
 Full UK driving licence and access to own transport.
 Living the values of the National Trust for Scotland and encourage colleagues to do the same:
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.

PURPOSE OF THE ROLE
To manage and deliver a professional and enjoyable visitor experience at The Kingarrock Hickory Golf Course in line with the wider strategies of the National Trust for Scotland and the property. You will assist in the development & delivery of the golf operations. You will also assist the Visitor Services Manager in the planning and delivery of NTS events.

Duties will include welcoming golfers and collecting green fees as well as taking bookings over the telephone, by email and in person. There is also a small catering facility in the golf cottage and the service of food & beverage is a requirement of this role. The successful candidate will also assist with the marketing and promotion of the golf course online and good IT skills are required. Hours are worked on a rota system which includes evening and weekend work. Due to the nature of the post the successful candidate will be expected to work outdoors on a regular basis.

KEY RESPONSIBILITIES:
 To ensure the delivery of the golf experience to a high standard.
 Serving food & beverage both to golfers and other members of the public.
 To maintain an active and prominent presence during service periods.
 To ensure that the golf facility and associated equipment is maintained and presented to a high standard.
 Daily cleaning of the kitchen facility and good hygiene practices at all times, including temperature checks.
 Proactively support the sale of retail products in the Golf Facilities, and liaise with property management over stock and point of sale.
 Responsibility for opening and closing and security of the Golf Starter Cottage, and any other relevant areas
 Maintaining and developing Kingarrock’s Social Media presence.
 Assist at Hill of Tarvit Mansion House as required and occasionally at other properties.

Customer Service:
 To be engaging and knowledgeable about Hickory Golf, Kingarrock & Hill of Tarvit, and to be aware of the products and services on offer.
 To present a short introduction about the history of golf and Kingarrock golf course.
 Assure a welcoming and cheerful presence for visitors to the catering facility, golf and other members of the public.
 To work hands-on with management and other departments in the planning and the delivery of products and events.
 Make customers aware of conservation and sustainability on the estate.

Health & Safety:
 To ensure site meets with all relevant Health and Safety legislation in liaison with your department manager.
 Make sure that customers to the catering facility are aware of allergens.
 To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
 To use PPE as provided and directed by your line manager.

JOB PURPOSE

Under direction of Head Gardener working primarily at Hill of Tarvit helping to enhance the visitor enjoyment of the environment around the mansion house. There will be occasional joining up with the garden team at Kellie Castle, and Balmerino Abbey to help undertake ongoing work there.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Assisting with horticultural duties to deliver the optimum aesthetic standards expected with the safety and enjoyment of all who use the site paramount. Activities include:
 Grass cutting, strimming, hedge-cutting and the raking up or collections afterwards.
 Cutting of lawn edges.
 Hand weeding of borders.
 Pruning wall plants, those in borders and elsewhere.
 Planting out (under direction of Head Gardener.)
 Application of mulches.

Assisting with general property maintenance. Activities include:
 Litter picking.
 Maintaining paths
 Use of bonfire to dispose of unhealthy plant material.

Assisting as required with the general enjoyment of the walled garden and surrounding woodland by:
 Responding to general visitor enquiries.
 Answering basic horticultural enquiries from visitors.
 Assisting at events held at Fife properties.

Ensuring compliance with The Trust’s Health, Safety and Environmental policies and procedures to ensure safety of staff, volunteers and visitors and where practicable, sustainable horticulture.

Working with volunteers to ensure they deliver required outcomes to the appropriate standard, and ensure they benefit from their volunteering.

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, Functions 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 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 Equalities 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 the National Trust for Scotland brand, including being proactive in the selling of Membership and Gift Aid, giving information about events, and upselling other properties and any promotional campaigns.

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.

Permanent, Part-time (26.25 hours)
Salary £22,957 per annum pro rata (£11.89 per hour)
Plus, generous benefits package

About the role

We are looking for an experienced traffic / security professional to join our team working in an amazing location in the heart of Edinburgh amongst magnificent, listed buildings.

Working mainly on the Mound Precinct, you will be responsible for safely managing vehicle access and egress outdoors while providing security and helping visitors to the Galleries. The position can be physically demanding as you will be standing for most of your shift and a love of working outdoors is a must.

You will be an important point of contact for all visitors therefore excellent customer service and strong communication skills are required. The role also involves maintaining accurate records and interacting with contractors and tradespeople in accordance with daily schedules. Strong health and safety awareness is required.

The difference you’ll make

Reporting to the Gallery Supervisor your responsibilities will include:

– Providing a high standard of security and visitor care, maintaining a professional manner and being the public face of the National Galleries of Scotland whilst welcoming and assisting visitors.

– Exercising control over vehicles entering and leaving the Mound Precinct.

– Supervising of contractors and trades people.

– Staffing fixed duty or access points including searching incoming baggage or containers as necessary.

– Maintaining accurate records.

– Assisting the public in emergency situations and resolving customer concerns and complaints.

– Supervision of members of the public to ensure the safety of the collections and regulation of those failing to comply with the Gallery’s conditions of entry.

– Manual handling tasks as well as light cleaning and portering duties.

– Adherence to Health and Safety guidelines.

– Proactively keeping up to date with our exhibitions, events and displays and to engage with the public on these, whilst also remaining vigilant.

Who we are looking for

To succeed in this role, you’ll need the following range of knowledge, skills, and experience:

– Proven experience in traffic control management is essential.

– Previous experience of working within a Customer Services environment.

– Security experience and knowledge of Health & Safety guidelines.

– Strong communication skills and ability to relate to visitors in a friendly and professional manner.

– Ability to use initiative, work independently and have the resilience to positively respond to challenges.

– Enjoy working as part of a team and with the public.  

– Flexible approach to the job and be able and willing to work weekends, evenings and any required overtime.

It would also be great if you have:

– Knowledge and appreciation of art.

– Knowledge of Gaelic and/or other languages is desirable but not essential.  

– First Aid qualification or be willing to undertake training to obtain.

Please apply directly on the National Galleries of Scotland careers website.

The closing date for completed applications is 12 noon on Monday, 29 January 2024.