Visitor Services

Visitor Services Supervisor – Welcome

PURPOSE OF THE ROLE
As a front-line member of the Culloden team your job is give an amazing welcome and tell the story of this iconic site. You will be responsible for delivering our commercial offer which includes membership, general admission, donations, some retail products and travel trade. You will be part of our Visit Scotland 5-star team acting as an ambassador for the site and the National Trust for Scotland.

KEY RESPONSIBILITIES
• Leading the team in reaching its membership targets for the year
• Deputising for the Welcome Manager in their absence as required
• Delivering a high level of customer service and inspiring team members to adhere to high customer service standards
• Supporting the Welcome Manager in reporting data and analysing figures/trends
• Undertaking the induction/ongoing training of staff on all front-of-house procedures, customer care and membership.
• Leading within the team and taking a proactive approach to problems
• Supporting the Welcome Manager with managing Travel Trade bookings to the site and coordinating their visits alongside the Engagement Team
• Undertaking Duty Management as part of a rota including banking processes
• Cash reconciliation including end of day reports and till management
• Working closely with other managers across the Property to deliver functions and events throughout the year
• Sharing the history of the site and the principles of the NTS with visitors onsite
• 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).

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF JOB

People Management
• Not a line manager; but will have a supervisory and leadership role within the Welcome team.
• Will work closely with other property colleagues, and will also have regular contact with specialist advisory colleagues based in other locations and departments (e.g. Central Travel Trade Team).
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
• Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in the allocated areas
• Share Till Reconciliation Duties with other senior staff, as appointed by Welcome Manager.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Visitor Services Assistant – Welcome

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, friendly, and confident individuals to join our amazing welcome team this summer. No previous experience is needed, we would just love to hear from people who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell. This role is vital in providing an amazing welcome in all areas of the offer here at Brodie Castle, helping our visitors have a fantastic experience and create wonderful memories.

Based in the Castle, Welcome Centre or Car Park, your role is to make a great day out truly exceptional for our guests. You’ll help us maximise all charity income opportunities through excellent customer service, product knowledge and taking a pride in everything we do, as well as inviting visitors to support our work through membership.

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

KEY RESPONSIBILITIES

• Provide excellent customer service to all who choose to visit.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• Welcome customers to the property by providing information on the site and facilities.
• Lead tours of the Castle and Grounds which tell the stories of the past, present and future of Brodie Castle.
• Help manage car park arrivals, process payments and give site orientation
• Work with the Visitor Services Managers and property staff to deliver targets and other KPI’s.
• Handling cash accurately and processing sales.
• Working closely with the Visitor Services Manager and property staff to ensure perpetually high levels of accuracy are maintained for stock inventories.
• Actively drive-up selling opportunities through strong product knowledge and an excellent customer service with a strong focus on membership and retail.
• Working with the Visitor Services Manager and property staff to ensure high standards of display, preparation, serving and merchandising at all times.
• Cash reconciliation duties including end of day and administration tasks.
• 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.
• Work across departments when necessary, supporting the wider Brodie Castle teams.
• Develop a working knowledge of the history of the site and being able to relate that to products.
• Provide consistently excellent customer service when dealing with high volumes of customers.
• Assisting in the general ongoing operational cleaning of all areas as necessary.
• 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).
• Play your part in ensuring that the presentation of all areas is of the highest standards including wearing of uniform.

Visitor Services Supervisor

JOB PURPOSE
To provide operational coordination and supervision of retail, visitor services, and events 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 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.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the Visitor Centre and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Visitor services, events and retail offer (including ordering, merchandising, sales targets);
• Line management of Visitor Services Assistants and volunteers

• Duty Management and oversight/maintenance of the exhibition space and property.
• Ticketing.
• Membership sales (to targets) and general customer service (individuals, education visits, other groups).
• Health & Safety procedures, emergency procedures, and environmental procedures.
• Deputising for the Visitor Services Manager on-site and off-site as required (including “duty management” of the wider site to include the car park and monument).
• Ensure the property social media is managed to generate interest, engagement and help drive visitors.
• Delivery of public tours and schools programme.
• Support the informal learning and community engagement / outreach activity.
• Housekeeping, maintenance and safety and security of the Property and grounds.

• Health & Safety procedures, emergency procedures, and environmental procedures.
• Liaising with contractors on projects and works on site.
• Ensuring sites are clear of debris, rubbish etc and that signage is befitting of a Trust property.
• Public engagement on site whilst carrying out duties.
• Hosting of talks and walks and exclusive groups.

Visitor Experience Team – Reception and Retail

We are now looking for new members of our seasonal team to work across the museum in 2024!
If you enjoy history & heritage, meeting people, and providing outstanding customer service then this could be the job for you!
We are looking for full / part time team members to join our Café team, our Visitor Services Team, and our Historical Interpretation Team from mid-March – end of October, working on a flexible rota basis.

This is a seasonal post from 12th March 2024 to 31st October 2024, with training starting from the 12th of March. We can offer a variety of shift patterns and flexible hours and applicants are able to work across multiple posts if desired.