Visitor Services

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, cheerful, and talkative 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 for our guests. Based in the Castle, Retail, Welcome Centre or initial welcoming areas, 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 will predominantly focus on the tour guiding aspect of our visitor experience, and with an interest in history or storytelling you will help our visitors get a glimpse of the past while you show them around the Castle and share the stories of the family, the collection and the building itself.

KEY RESPONSIBILITIES

• To provide excellent customer service to all who choose to visit.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• To 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.
• Work with the Visitor Services Managers and property staff to deliver financial 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.
• To actively drive-up selling opportunities through strong product knowledge and an excellent customer service.
• Working with the Visitor Services Manager and property staff to ensure high standards of display, preparation, serving and merchandising at all times.
• To help manage car park arrivals.
• 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.
• To work across departments when necessary, supporting the wider Brodie Castle teams.
• To develop a working knowledge of the history of the site and being able to relate that to products.
• To 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.

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

SCOPE OF JOB

People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities.

Finance Management
• Share till reconciliation duties, as appointed by Visitor Services Manager.
• Assist Retail with stocktaking and goods receipting.

Tools/equipment and cleaning chemicals
• Will be an occasional user of cleaning chemicals.
• Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:

• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, to adapt working patterns and tasks to meet day-to-day variations in visitors, catering and general property needs.
• Ability to adjust pace to match customer flow without compromising quality of service.
• Excellent front of house persona – warm, welcoming, patient and understanding.
• Genuine belief in the value of good customer service.
• Good interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.

Desirable:

• Previous tourism or tour guide experience.
• Interest in the work of the NTS.

The Key Responsibilities, 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.

PURPOSE OF THE ROLE

To maximise visitor enjoyment of Brodie Castle, the Laird’s Wing and 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 and holiday-let servicing and customer care.

KEY RESPONSIBILITIES

The Key Purposes of the post will be met by ensuring all facilities and holiday lets are cleaned and presented by the highest possible standard.

General Housekeeping:
Undertaking the routine cleaning and housekeeping of domestic and display areas of the property, including but not limited to:
• Vacuuming, sweeping, polishing of floors
• Dusting/polishing of fittings such as panelling, stairs, and doors
• Dusting/wiping of sills, skirting’s, door-frames, and window frames
• Cleaning of windows
• Cleaning of lavatories, sinks, staff-rooms etc
 Supporting the use of the property for functions and events by:
o Protecting vulnerable collections;
o Assisting with functions furniture set-up and striking;
o Clearing and cleaning before and after the event.

Holiday Let Accommodation (the Laird’s Wing and other holiday cottages):
Undertaking the routine servicing of let accommodation of the property, including but not limited to:
• Vacuuming, sweeping, mopping, polishing of floors;
• Dusting of surfaces, fittings, furniture, ornaments, doors;
• Cleaning of windows;
• Changing of bed linen and towels, and making of beds;
• Cleaning of bathroom/toilet areas and fittings;
• Cleaning of (let) kitchen/scullery areas and equipment;
• Checking functionality of lighting, heating, TV/radio etc;
• Replenishing of welcome/hospitality trays, and consumables;
• Checking of collections and domestic inventories during changeover – specifically in the Laird’s Apartment.

Collections Care:
Some Collection Care support may be required.

SCOPE OF ROLE

People Management
• Not a line manager;
• Will work closely with other property colleagues and will have interaction with other technical/specialist advisory colleagues based in other locations and departments;
• Will work closely with contractors working on site and suppliers;
• Will have daily interaction with members of the public of all ages and abilities.

Financial Management
• Not a budget holder.

Tools/Equipment
• Will be a frequent user of cleaning materials, tools and specialist cleaning chemicals;
• May be a frequent user of ladders, hand tools etc. required to gain access to and to perform conservation work/cleaning;
• May be a user of IT equipment
• May wear PPE for personal protection and protection of the property and artefacts.

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:

Essential
• A personal commitment to excellence in customer care with the ability to enthuse and motivate others;
• Attentive to detail with an eye for presentation and finish;
• Personal commitment to high standards of cleaning;
• Ability to manage time efficiently and effectively in an environment of changing priorities;
• Ability to work effectively and efficiently without close supervision;
• Willing to show commitment and flexibility in work practice.

Desirable
• Experience as a Housekeeping Assistant (or similar) in a castle/country-house or museum.
• Previous housekeeping experience including cleaning and presentation of areas open to the public or let for holiday rentals and/or cleaning of domestic and staff areas.

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.

JOB PURPOSE

The post is responsible for providing a consistent, high standard of housekeeping duties in connection with the care, conservation and presentation of Brodie Castle.

KEY RESPONSIBILITIES

The Collections Care Assistant is responsible for a wide variety of duties in connection with the care of the property. These duties involve the correct handling and preventative conservation /cleaning of the collection and general housekeeping duties throughout the property. The post holder will actively support the Trust’s conservation programme and undertake all duties to the highest levels of care.

Specific duties include:

• Delivering excellent customer care to foster a friendly and welcoming atmosphere for visitors, staff and volunteers. Working in harmony with other colleagues and departments in the property.

• Preventative conservation/cleaning of the collections, including historic and delicate items, using property-specific cleaning plans and approved methods, materials and equipment.

• Operational, day-to-day cleaning of all areas as necessary, including vacuuming, dusting, sweeping etc.

• Monitoring the condition of the collections, both through routine informal checks and formal record keeping.

• Adhering to the Trust’s Integrated Pest Management strategy and assisting carrying out required pest control treatments.

• Assisting with collection care to facilitate functions and events, ensuring safe handling, moving and storage of collections and implementation of appropriate preventative measures.

• Working with collection care volunteers.

• Following Trust policies regarding Health and Safety, Environmental Sustainability and Collections Care.

• Commitment to the development of personal and professional skills. Attendance at relevant workshops/ training sessions.

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 be expected to work with staff and volunteers at the property – assisting with collection care and conservation tasks.
• Will work as part of the property team, communicating with and taking direction from the Duty Manager and Visitor Services Supervisor Collections Care.
• Will also have occasional interaction with other technical/specialist advisory colleagues based in other NTS locations and departments and with external contractors.

External Relationships
• Requirement to communicate and present conservation and collection care activities to visiting members of the public.

Finance Management
• Not a budget-holder.

Tools/equipment
• Will be a frequent user of conservation-cleaning materials and equipment which must be used safely and be maintained/kept in working order.

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:

Essential
• An interest in the National Trust for Scotland and its core values.
• An understanding, or keen interest in heritage, historic properties and preventative conservation.
• Good manual dexterity and ability to lift/ carry heavy materials and collections as well as the ability to work from ladders.
• Excellent communication skills and a friendly, professional manner.
• Ability to work within a team or independently, with minimal supervision to a high standard.
• Ability to be flexible adapting to working patterns and tasks.
• An awareness and understanding of the careful approach required when working with fragile historic interiors and collections.
• Ability to manage time efficiently.
• Awareness and understanding of the security issues, both personal and property specific.
• Ability to be proactive.
• Commitment to professional development and training.

Desirable
• Experience in collection care within a museum or historic environment.
• Experience in housekeeping.
• Experience of working with volunteers.
• An understanding of health and safety legislation and collections emergency procedures.
• Proficient user of Microsoft Office software.

CONTEXT

Brodie Castle is set within a 75-acre estate. It is the ancestral home of the Brodies of Brodie and consists of a number of listed buildings including the main 16th century Z plan Castle, stables, walled garden, gate houses and Gardener’s Bothy, as well as a number of estate houses currently used as holiday lets. The Castle consists of dressed rooms used as a guided tour visitor experience and houses a collection worth over £6m. Within the Castle is the main catering outlet and retail facility as well as housing the main estate offices. There is also the Laird’s wing, a luxury 7-bedroom holiday let within the Castle.

The wider estate consists of a ‘significant designed landscape with Victorian Shrubbery, tree lined avenues, commercial forestry, agricultural land and mature mixed woodlands surrounding a man-made lake. Within the old walled garden is a Playful Garden, consisting of an imaginative play area, formal gardens and a national daffodil collection. This area has separate catering and retail facilities.

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
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.

To maintain excellent standards of the site and 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 and site repair employees/contractors.

Financial Responsibilities (where applicable)
 To adhere to all financial procedures to include till operation and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Visitor Services/Retail/Events/Cashier duties (where applicable)
 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.
 To ensure good housekeeping in back of house areas.

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 retail-based role, delivering impeccable customer care through excellent inter-personal skills.
 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.
 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.

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

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

To maximise our visitor’s enjoyment at the Battle of Bannockburn by maintaining excellent standards of service, optimising opportunities to generate income, and ensuring that the site and its assets are safe and secure.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Visitor Experience
 Welcoming visitors to the site and processing their admission/retail purchases in a friendly and knowledgeable manner.
 Delivering both indoor and outdoor tours, including the use of audio-visual equipment.
 Developing a strong historical knowledge of the site and wider area.
 Delivering our award-winning formal learning programme when required.
 Ensuring all day-to-day tasks are completed to a high standard including stock management, cleaning, record keeping, and aiding customer enquiries.

Financial Responsibility
 Cash reconciliation duties including start and end of day tasks.

Health and Safety
 Adhering to the National Trust for Scotland Health and Safety and Environment policies and guidance.
 Wearing of personal protective equipment as required by National Trust for Scotland policy.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
 No formal qualifications required.

Experience

Essential
 Experience in a customer facing role with an ability to demonstrate an excellent front of house persona – warm, welcoming, patient and understanding.
 Excellent communication and interpersonal skills.
 Ability to work within a team or individually, with minimal supervision to a high and safe standard.
 Ability to be flexible, in particular to adapt working patterns and tasks to meet day to day variations in property needs.
 Ability to adjust pace to match customer flow without compromising quality of service.

Desirable
 Experience in museum, tourism, guiding or equivalent sector.
 Experience of working in a retail environment.
 Experience of working with a variety of audiences including school pupils.
 Experience in storytelling with a passion for Scottish heritage and history.
 Cash handling.

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 their general abilities.

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team.
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
• 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.
• Adhering to the property’s quality standards including wearing of uniform.
• Working in an outdoor setting, and assisting with light maintenance and gardening duties.
• Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines.

SCOPE OF JOB
People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
• Share till reconciliation duties, as appointed by Visitor Services Supervisor

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day property needs.
• Ability to adjust pace to match customer flow without compromising quality of service.
• Excellent front of house persona – warm, welcoming, patient and understanding.
• Excellent selling skills
• Genuine belief in the value of good customer service.
• Excellent interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.

Desirable:
• Previous front of house or guiding experience
• Additional languages
· Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills.
· Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till-work and cash handling/reconciliation.
· Experience in EPOS style till operation.
· Excellent cash handling skills.
· Excellent selling skills – adaptable to customer type and product.

The Purpose of the Role, Key Responsibilities, 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.