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Visitor Services

Visitor Services Assistant

Purpose of the role

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to gain income and ensuring that the site and its’ assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, Retail, Visitor Centre, Catering and Events activities making the property the best possible place to visit and work.
We are looking for talented and customer focused individuals to join our team and to help us make Crarae Gardens a 5* Visitor Attraction.
We are looking for people who have experience or a keen interest in Visitor Experience and Scotland’s’ Heritage.

KEY RESPONSIBILITIES:

To provide a consistently high standard of visitor care at all times when:

• 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 Equality Act.
• Welcoming International visitors and aiding with specific needs.
• Welcoming large groups in an efficient and warm manner.
• Answering visitors’ queries about the site, education facilities and the local area.
• Housekeeping duties.
• Maintain high standards of hygiene in the catering facility and ensure HACCP regulations are adhered to.
• To make and serve barista grade coffee and assist with catering
• Assisting in the day to day running of a retail offer.
• 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 where 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; gardening, grounds maintenance and site repair employees/contractors.

Visitor Services Assistant

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 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; gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• 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/Cashier duties (where applicable)
• To ensure good housekeeping of the museum and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/admissions/membership 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 and break-down of events in liaison with the Visitor Services Manager.
• 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

Visitor Services Assistant

Purpose of the role

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to gain income and ensuring that the site and its’ assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions of large groups and individuals, making the property the best possible place to visit and work.
We are looking for talented and customer focused individuals to join our team and to help us make Arduaine Garden a 5* Visitor Attraction.
We are looking for people who have experience or a keen interest in Visitor Experience and Scotland’s Natural Heritage.

KEY RESPONSIBILITIES:

To provide a consistently high standard of visitor care at all times when:

• welcoming visitors to the site and processing their admission in a friendly, efficient and knowledgeable manner;
• welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act
• welcoming International visitors and aiding with specific needs.
• welcoming large groups in an efficient and warm manner
• answering visitors’ queries about the site, education facilities and the local area;
• housekeeping duties
• 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 where 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.
• to work towards and achieve weekly membership and visitor data targets
Financial Responsibilities

• To adhere to all financial procedures to include cash/card payment and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate;
• To actively upsell products, services and memberships to facilitate the visitors’ enjoyment;

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 protective equipment as provided and directed by your line manager.
• This job will involve lone working, so all applicants must be over 18.

Desirable

• Demonstrable experience in a customer-facing role, delivering impeccable customer care and food safety standards.
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Flexible, helpful outlook to customers and colleagues

Visitor Services Assistant

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).

Ranger

KEY PURPOSE
The role of the Ranger will combine responsibilities on nature conservation, visitor services, learning and community engagement and contribute to the delivery of the National Trust for Scotland’s conservation and operational objectives on the Isle of Canna.
CONTEXT
The Isle of Canna is one of a group of islands known as the Small Isles situated 19 miles off the coast of the nearest mainland port of Mallaig, Western Scotland and is owned and managed within the Trust’s Highland & Islands regional portfolio. The island is unique in both its natural and cultural heritage, welcoming approximately 10,000 visitors per year to explore and experience its rich archaeological sites, marine environment, wildlife, and cultural and natural history.

The Canna Ranger role offers a unique opportunity within a vibrant community and is positioned to provide an ‘on the ground’ support function to the island and carry out specific surveys and monitoring to safeguard the island natural culture in alignment with the Trust’s conservation plans.

Overall, this will be in pursuit of the following outcomes for and with the natural heritage cared for by the National Trust for Scotland:

• Visitors and learning: Enable more people to experience cultural and natural heritage more often, get more out of it & put more back into it.

• Habitats: Protect the landscapes in our care and associated marine habitats as part of ecologically healthy habitat networks where natural processes predominate and help combat climate change.

• Our voice: Use evidence and practice from our natural heritage properties to support our voice in advocating for natural heritage.

• Communities: Work with communities living on or close to our land or with an interest in our land so that they collaborate with us to help achieve our natural heritage outcomes.

• Built heritage: Protect the built and archaeological heritage in our care and use them to help us explain the “habitats” outcome and achieve the “visitors” outcome.

Visitor Services Supervisor

JOB PURPOSE
To provide operational coordination and supervision of Priorwood and Harmony garden visitor services, events, tenant relationships and holiday lets 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 events and duty management they are very often the “face” of the Trust to visitors and suppliers. As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.
You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the sites and a joined-up service provision.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
 Supervising/undertaking the day-to-day operation of the visitor services and guest services function. This includes:
o Working with the garden team to develop produce sales and an events programme.
o Housekeeping and security of the Property.
o Health and safety procedures, emergency procedures, and environmental procedures.
o Looking after the holiday let bookings and guests.
 Typically working Tuesday to Saturday and 9am to 5pm (most holiday let arrivals are on Fridays and Saturdays), however flexibility around days to fit the business needs are required.
 Required to be on call for any Holiday Let emergency situations.
 Create a culture of ‘exceptional service, every time. Delivering high standards of performance and a consistently warm welcome to all users of the properties.
 Responsible for day-to-day financial administration at the property, including cash/till reconciliation, completion of the banking processes, and support reporting of working hours for payroll.
 Collation of visitor numbers.
 Supporting the Operations Manager with the recruitment; induction; development; and management of volunteers such that they understand and are equipped to fulfil their roles to the standards required and that they feel valued, respected and supported.
 Instil a Health & Safety culture across the property, ensuring the teamwork to reduce risk of incidents and accidents to volunteers, employees and visitors. This includes developing and maintaining risk assessments.
 Take responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required.
 Keep on top of holiday let and residential property compliance and maintenance.
 Responsible for local community engagement, growing relationships and co-ordinating mutually beneficial events.
 Actively recruiting members and promoting relevant fundraising campaigns.
 Work with Trust specialists to promote the properties to Travel Trade operators and host visits.
 Supporting the Operations Manager in driving the visitor services experience at the properties to achieve its financial targets, maximising income and profitability, using the Trust’s procedures and instructions. Ensuring efficiency and cost effectiveness in all aspects of work.
 Develop local level stakeholder and client relationships including the Borders Book Festival Trust and local tenants.
 Ensure that lifelong learning is developed and promoted at the Properties through the visitor experience.
 Develop and promote the property through local, regional and national marketing initiatives and through social media.
 Attendance at regional and national meetings when required (held in various locations across the country).

Visitor Services Assistant – Collections Care

PURPOSE OF THE ROLE:

To help maximize 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 provide an efficient, reliable service and high standards in collections care and general cleaning at the property. The role is 5 days a week and may include occasional weekend working.

KEY RESPONSIBILITIES:

As directed by the Visitor Services Supervisor to carry out a wide range of collections care duties including:
 In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, ceramics, metals, textiles, other objects and historic interiors.
 Ensure all public areas are kept clean and tidy.
 Assist with collection engagement, participating in public programmes as required, working with line manager and Regional Teams in order to promote access to collections and understanding of preventive conservation and collection care at Trust.
 Maintain up to date collections documentation to ensure Trust Collection Management systems are accurate.
 Help to ensure the NTS Integrated Pest Management regime is in place and monitored.
 Help to ensure Emergency Plans and related equipment is up to date
 Work with conservation volunteers and take an active role in staff and volunteer training in liaison with your line manager.
 Work with other staff to plan and deliver ‘conservation in action’ programmes and other public engagement activities and, where relevant, contribute content to social media.
 Ensure collections care, cleaning and conservation materials are available, properly maintained and stored.
 Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
 Support the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport
 To actively feedback visitor comments to develop and improve conservation and visitor experience.
 To assist with the set-up, stewarding and break-down of events in relation to collections.
 To ensure the site meets with Health and Safety legislation in liaison with your line manager.
 To use personal protection equipment as provided and directed by your line manager
 To maintain excellent standards of site and personal presentation at all times, working with other Property staff, the Regional Team and contractors.
 Assist with collections care at other cluster properties, if required.

Visitor Services Assistant

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, 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
 Being the first point of contact for visitors to the site
 Welcoming visitors to the site and processing their car parking payments/admission/retail purchase in a friendly, efficient and knowledgeable manner
 Organising car parking in an orderly fashion and assisting visitors with wayfinding
 Welcoming visitors with additional needs 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.
 Supporting school and education visits
 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.
 Working as part of a large team on event days to ensure the efficient running of the site

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 on a regular scheduled basis
 Ensuring the site is litter free
 Ensuring site is ready to open and welcome visitors by the set opening time;
 Wearing correct uniform, name badges, footwear, 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.

Visitor Services Assistant

JOB PURPOSE
As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Kellie Castle and help generate the income that enables us to care for the Castle & Garden.

Specifically, you are there to ensure smooth and safe operations, making the property the best possible place to work and visit.

You’ll help us maximise sales through excellent customer service and product knowledge, taking a pride in the presentation and operation of the castle to make a memorable and positive experience for our visitors.

Must have full weekend availability, hours will be issued on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and assisting with admissions, catering, membership and retail sales.
• Proactively engaging visitors in the stories and history of the site. This will include the delivery of tours and informal assistance around the property as and when required by the visitors.
• 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 visitor queries about the site and the local area.
• Promoting the 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 personal presentation at all times
• 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; Collections Care, Gardening, Catering and site repair employees/contractors.

Financial Responsibilities (where applicable)
• 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.

Visitor Services/Retail/Events/Catering/Cashier duties (where applicable)
• To prepare and serve food and drink to customers.
• To ensure good housekeeping of catering kitchens, serveries, seating, front and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/membership/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 Fife properties as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the management.
• To assist with Heritage Hospitality events. This may include evening work.

Visitor Services Assistant

PURPOSE OF THE ROLE:
Visitor Service Assistants are key to maximizing our visitors’ enjoyment of House of The Binns. By maintaining excellent standards of service, they ensure the smooth and safe running of operations in admissions, tours and events, including taking guided tours of the property. They also optimise opportunities to generate income and ensuring that the site and its assets are safe and secure.

To provide the highest degree of customer service: welcome all visitors to the property; conduct guided tours; recruit new Trust members and promote fund-raising initiatives; deliver appropriate admissions procedures; and provide general visitor information. Please note that the job involves some physical activity in the form of periods of standing, walking, etc.

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 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 Assistant

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, making the property the best possible place to visit and work.

Must have full weekend availability, hours will be issued on a rota basis.

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 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 and the local area.
 Proactively engaging with visitors about the site, its history, contents, offers and merchandise.
 Promoting the 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.
 On occasion conduct guided tours of Falkland Palace to the general public and visiting groups.

Facilities Officer

Hours: Full-Time (40 hours per week, worked Mon-Fri between the hours of 7am and 6pm)
Duration: Permanent
Pay: £12.60 per hour

The Royal Yacht Britannia is an award-winning, five-star visitor attraction and exclusive evening events venue in Edinburgh, which employs more than 160 staff. This former floating palace of Queen Elizabeth II, usually attracts circa 350,000 visitors a year from around the world, and would normally host circa 100 exclusive evening events per annum.

Britannia provides an exceptional experience for visitors. This dedication to excellence has led to the Royal Yacht being rated as Tripadvisor’s No.1 UK Attraction (AGAIN), and the top 1% in the world in its category.

Our Visitor Experience department is dedicated to ensuring that visitors receive the highest level of customer experience possible and we are looking for a Facilities Officer to join the team.

Working with the Senior Facilities Officer and reporting directly to the Visitor Experience Managers, key responsibilities will include:

– Receiving and dealing with deliveries.
– Exterior cleaning and weeding.
– Basic maintenance/DIY tasks.
– Caring for planters and hanging baskets.
– Valeting, charging and driving company vehicles.

The ideal candidate will enjoy a varied role and be committed to delivering high standards in a fast-paced environment.

Company benefits include:

– 10% employer pension contribution with a choice to contribute up to a further 5% yourself, which would then be matched by us as well! (So 20% potential contribution to your pension).
– 33 days pro-rata annual holiday entitlement.
– Life Assurance.
– Complimentary tickets.
– Staff discount in the Gift Shop, Royal Deck Tearoom & The Lighthouse Restaurant & Bar aboard Fingal.
– Free car parking for staff.

If you feel you have the personality, skills and experience we are looking for, then we would love to hear from you.

Please send your CV outlining why you feel you would be suitable for the role of Facilities Officer to: recruitment@tryb.co.uk or postal applications to:

Sarah Thomson
Visitor Experience Manager
The Royal Yacht Britannia
Ocean Drive
Leith
Edinburgh
EH6 6JJ

Closing date: 18th February 2024

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates. If you have been selected for interview you will be contacted directly.

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