Visitor Services

JOB PURPOSE
To provide a high standard of housekeeping and guest welcome at Brodie Castle including all holiday lets, office spaces, campsite and public facilities.
To maintain oversight of cleaning standards in relation to the above places by you and your team.
The Holiday Let and Housekeeping Supervisor is responsible for ensuring all health and safety compliance requirements and documentation are fulfilled across all Brodie holiday lets.
To manage, lead and support a small team of housekeeping assistants.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Holiday Lets
• Monitoring of overall standards of cleaning and housekeeping carried out by you and your team.
• Monitor and report any maintenance issues with the maintenance team and ensure appropriate action is taken.
• Establish a cleaning schedule for all holidays lets as required.
• Ensuring linen etc. is bagged ready for delivery to the laundry and carrying out regular laundry duties on the premises.
• Welcoming guests in accordance with the standards required by The National Trust For Scotland.
• Take responsibility for troubleshooting issues that may arise during a guests stay during office hours and out of hours on a shared rota basis.
• Carry out regular inventory checks.
• Work with Property Administrator on managing bookings accordingly and associated liaison with other Trust staff and departments.
• Work closely with the central NTS Holidays Team to maintain brand standard.
• Monitoring and maintaining stocks of all consumables including cleaning products.

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.

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 looking for someone proactive, with exceptionally high standards of work, to assist with the cleaning and turn-around of our beautiful self-catering holiday properties on our picturesque Drumlanrig Country Estate. In addition, the successful candidate will have cleaning responsibilities at the newly-renovated Dabton House, a unique historic, listed building which will host weddings, family groups and shoot parties. Our guests expect the highest standards of comfort and cleanliness; if you are passionate about helping us achieve these, we want to hear from you!

• Can you demonstrate exemplary standards of cleanliness and an eye for detail?
• Do you have experience of holiday let, hotel or private house cleaning?
• Are you hardworking and professional with a flexible approach to work?

Candidates must have access to their own transport. While hours of work will vary, we estimate these will be at least 18 per week initially, between 10am and 4pm.

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

The closing date for applications is 17 July.

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

JOB PURPOSE
This job exists in order to assist with housekeeping work in the Ben Lomond Bunkhouse to ensure a good standard of cleanliness and welcome is maintained for all guests. This work directly supports the conservation work on the Ben Lomond property as the bunkhouse accommodates volunteers and specialist staff at times, and all commercial income raised goes directly back into the management and conservation budget for Ben Lomond.
The job will require provision of a housekeeping and guest welcoming service for an average of 12 hours per week over a period of 10 weeks. The configuration of time input is proposed at 4 hours per day over 3 days in each week but may need to change at times depending on work requirements and integration with other staff.
The bunkhouse is part of the Ardess Lodge building which also houses the main ranger service office. Ardess Lodge is situated 700m north of the Rowardennan car park and is the base for all the Trust’s management work on Ben Lomond.

Part time (29.6 hours per week), permanent, based in Edinburgh
Salary £22,359 (band B), pay award pending, plus civil service pension, generous holiday entitlement and other benefits

The Royal Botanic Garden Edinburgh is one of the world’s top four botanic gardens based on quality, breadth and depth of our science, plant collections, public engagement and education and we have an exciting opportunity for you to join our Visitor Welcome team.

The primary focus of this role is to ensure that visitors receive a first-class welcome and have all the information they need to create a memorable visit. You will also have the responsibility of promoting and selling Garden Maps, Guidebooks and Daily Garden Walks and encouraging donations. The team remit also includes working with the events and exhibitions team to provide access and information to various public exhibitions and events. You will also be responsible for ensuring the protection of the Living Collection, opening, closing and security of various Garden buildings. You will be expected to carry out all duties in line with RBGE procedures and policies.

Applicants should have previous experience working in a visitor or customer service environment. You will be proactive and take responsibility for your own workload, prioritising to meet conflicting demands of a busy attraction, have a can-do attitude, have excellent interpersonal skills, and have the ability to communicate with people at all levels. You will need to be flexible and adaptable to meet the needs of an ever-changing environment.

As we are open to the public 7 days a week, you will be required to work on a two-week rotation on the following days:

week 1 – Monday, Tuesday, Saturday Sunday
week 2 – Monday, Thursday, Saturday, Sunday

To apply please email recruitment@rbge.org.uk with:
• your cv
• a covering letter outlining the skills, knowledge and experience you’d bring to the post
• a completed equal opportunities questionnaire available on our website

Closing date: 17:00 (BST) on Tuesday, 25 July 2023
Interview date: Tuesday, 8 August 2023

If you have not heard from us within 2 weeks of the closing date, please assume that your application has not been short-listed. No recruitment agencies please.

Hours: Part-Time and Full-Time hours available
Duration: Permanent
Pay: £11.50 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).

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 (no employee contribution)
– 33 days pro-rata annual holiday entitlement
– Life Assurance
– Complimentary tickets
– Staff discount in the Gift Shop, Royal Deck Tearoom and The Lighthouse 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: Ongoing

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.

JOB PURPOSE

To clean and maintain Robert Burns Birthplace Museum, to ensure the Museum retains its 5 star Visit Scotland rating and to enhance the visitor experience at the property. The Museum Domestic Assistant should provide an efficient and effective service through high standards of cleaning and maintenance based on the needs of the property all year round, including events and functions.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The Museum Domestic Assistant is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property. These duties involve keeping the Museum and other areas of the building and Education Pavilion clean and functional, following best-practice at all times, and maintaining its 5 star Visit Scotland rating. Cleaning and maintenance of the Museum is also key to ensure RBBM achieves its vision of becoming Scotland’s must-see visitor attraction, acclaimed internationally and loved locally.

The working days are 5 over 7 and are mainly 4:30pm-8:30pm but may vary depending on events and function cleans.

Specific duties include:

• To ensure that a high level of cleanliness is maintained throughout the Museum and education buildings on a daily basis.
• Opening up and securing the Museum building and / or Education Pavilion, including alarm setting, after hours
• Each MDA will be responsible for an area and will be expected to clean to the frequency and standards set out.
• To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.
• To ensure that tools and equipment are in good working order, reporting any faults to Line Manager.
• Wearing correct uniform, name badges, or PPE as required
• General cleaning of surfaces (e.g. window-sills, skirting boards and doors) and the vacuuming/cleaning of floors as appropriate and cleaning of the public areas, offices, meeting room, retail, café areas, public and staff toilets and entrances to the Museum and other areas as required.
• General maintenance, include things like replacing bulbs, function and event set ups, small DIY repairs.
• All MDAs are also required to contribute to major deep cleaning tasks during certain periods of the years.
• Empty and clean bins and remove waste to designated area, including the separation of waste, i.e. recycling, and any other duties which are in line with the Museum’s Green Tourism Award standards
• Report to Line Manager any defects seen which are likely to affect public experience and security.
• The MDA is required to use only approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.
• Ensure Safe Systems of Work and COVID 19 Guidelines are implemented effectively within function and with external contractors.
• Will be a frequent user of cleaning materials and tools. The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.

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

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

No formal educational qualification required.

Essential

• Sound previous housekeeping experience including
• Be flexible to changing demands of the post
• Be responsible, thorough and methodical
• Initiative and the ability to work without supervision, but also as part of a team
• Personal commitment to high standards of cleaning and maintaining a 5 Star Visit Scotland attraction.
• Attentive to detail with an eye for condition, presentation, and finish.
• Must have an appreciation of the importance of the collections at the Robert Burns Birthplace Museum.
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• This is a physical job, which will normally include use of ladders, stepladders, working at heights, lifting, fetching and carrying objects.
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working
• 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
• Previous cleaning experience in 5 star visitor attractions, Museum, etc.
• Clean and current driving license

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at House of Dun.
House of Dun 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.

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to House of Dun and help generate the income that enables us to care for the property and other National Trust for Scotland properties.

Visiting our House by guided tour is an essential part of the visitor experience and the role of the Visitor Service Assistant – Guide is to make it a positive and memorable part of a visitor’s day with us. As a VSA-Guide you will conduct tours round the property in period costume. You will be trained on the history of the Family and Property as well as the tour delivery.

You will help us maximise sales through excellent customer service and product knowledge, taking a pride in presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1. To provide a consistently high standard of visitor care at all times when:
2. Welcoming all visitors to the site and processing their catering purchase in a friendly, efficient and knowledgeable manner; supporting visitors with special needs / impairments and providing a high level of service.
3. Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
4. Checking on how visitors are enjoying their experience of catering at House of Dun and enquiring whether all their needs are met.
5. Consistently presenting high quality plating of food.
6. Promoting the National Trust for Scotland and the benefits of membership of it.
7. To maintain excellent standards of site and personal presentation at all times
8. Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
9. The general ongoing operational cleaning of all areas as necessary
10. Adhering to the property’s quality standards including wearing of uniform.
11. 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).
12. Ensuring site is ready and open to welcome visitors as per staff handbook
13. Operate tills and share end of day cash reconciliation duties, as appointed by VSS Food & Beverage

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential:

1. Ability to adjust pace to match customer flow without compromising quality of service.
1. Ability to work within a team or independently, with minimal supervision, to a high and safe standard.
2. Ability to be flexible and adapt working patterns and tasks to meet day-to-day variations in property needs.
3. Excellent front of house persona – warm, welcoming, patient and understanding.
4. Excellent selling skills.
5. Genuine belief in the value of good customer service.
6. Ability to be proactive and to take the initiative.

Desirable:
1. Access to own transport
2. Comfortable with public speaking

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

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.