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
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.
 Demonstrable experience in a catering-based role, delivering impeccable customer care and food safety standards.
 Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
 Experience in EPOS style till operation.
 Excellent cash handling skills.
 Excellent “front of house” persona – warm, welcoming, patient, understanding.
 Excellent selling skills – adaptable to customer type and product.
 Demonstrable excellent time management skills and the ability to prioritise.
 Flexible, helpful outlook to customers and colleagues.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 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.
o A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable
 Experience in storytelling and a passion for Scottish heritage and history

Buccleuch is a diverse and innovative business with a passion for sustainable land use in rural Britain. People are at the heart of Buccleuch, in particular, colleagues, tenants, customers and visitors. Our commercial enterprises, including leisure & hospitality, agriculture, forestry, energy, rural estates and commercial property, provide approximately 500 jobs in local communities.

We are seeking a professional individual to provide House Security cover, primarily from Friday evening to Monday morning, but also full-time holiday cover for the House Security Supervisor throughout the year. The successful candidate will work and live in the boundaries of the beautiful and historic Bowhill Estate.

This is a hands-on role with a wide range of responsibilities. As well as being responsible for security matters, you will carry out general maintenance, support contractors/colleagues and provide assistance to the Family when they are in residence. You should have experience in a security environment and an awareness of fire, security & CCTV systems and be comfortable with manual handling. Candidates should have proven customer service skills, the highest levels of discretion and be able to work independently.

• Does your employment record demonstrate your reliability & trustworthiness?
• Do you have proven security experience and practical maintenance skills?
• Are you professional with a hands-on, flexible approach to work?

Due to the nature of the role and being regularly on-call, a flat in the Courtyard is provided (in addition to salary). Ideally, candidates will hold a SIA, CCTV licence and first aid certification.

Interested? Please email a copy of your CV and covering letter to recruitment@buccleuch.com.

The closing date for applications is 18th September.

Please view our privacy policy at https://www.buccleuch.com/privacy-cookies/

PURPOSE OF THE ROLE

To maximise visitor enjoyment of Brodie Castle and Estate, the Laird’s Wing and other holiday cottages by delivering the highest standards of housekeeping, holiday-let servicing, and customer care.

Background

Brodie Castle and Estate is situated in the parish of Dyke and Moy, Morayshire. The castle has been in the care of the National Trust for Scotland since 1979 and opened its doors to the public for the first time in 1980. The estate comprises Brodie Castle – which dates from 1567 – and its policies, which include a walled garden, parkland, driveways, a formal avenue and extensive plantations. Brodie Castle is further enhanced by the impressive interiors and collections it contains. Within Brodie Castle there are historic interiors of exceptional quality, which contain fine plaster ceilings and collections of international significance.

The post-holder is responsible, with the support of the Housekeeping and Holiday – Let Supervisor for delivering the highest standards of housekeeping, holiday-let servicing and customer care across the Brodie Estate.

VISITOR EXPERIENCE ASSISTANT
Job: Visitor Experience Assistant (part-time – 35 hours pw)
Salary: £20,751 (£11.36 per hour)
Benefits: Fantastic pension (26-30+%), 36 days holiday per year (incl public holidays), High Street discounts (and more!)
Hours: 35 per week | 5 days across 7
Location: National Museum of Rural Life, East Kilbride

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, passionate, honest, service-driven individuals to join our team.

Responsibilities:
As Visitor Experience Assistant with National Museums Scotland you will:
• Promote and support a broad range of public programmes, exhibitions and events
• Proactively engage with visitors, answer a diverse range of questions and provide talks and tours
• Facilitate ticket selling, retail service and other business initiatives including encouraging visitor donations
• Drive the passenger trailer/tractor between the farm and the museum building
Requirements:
• An interest in history, agriculture, culture or science and technology
• Experience of working in a customer or visitor services role, with an ability to demonstrate a keen and genuine interest in working with the public
• Ability to demonstrate exceptional customer service standards through well-established and effective communication skills
• Driving License

Benefits:
• Civil service pension (26.6% employer contributions!)
• Generous Annual leave (36.5 days – rising to 41.5 days including public holidays)
• Cycle to Work scheme
• Free access to national (and international) museums and exhibitions!
• Exclusive discounts on both local and national High Street and online retailers!
• For us, hiring the right person for the right job is everything to us. We want to encourage you to apply if you think the this is the role for you!