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Visitor Services

Visitor Services Assistant – Retail

JOB PURPOSE

Your job is to give a warm, Highland welcome and to generate the sales and income that helps us protect and preserve the site and many others in Scotland. You may be working across the Culloden Cluster sites, this includes Abertarff House, Hugh Miller’s Cottage and Culloden Battlefield. Voted a 5-Star destination by Visit Scotland, together we’ll deliver an amazing experience and unforgettable memories for all our happy customers.

This role is key to the visitor experience; your role is to put smiles on faces and ensure our visitors have an amazing visit.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the wider team to deliver the best visitor experience at Culloden cluster sites (including but not limited to):

• To provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed.
• Cash reconciliation duties including end of day and administration tasks. Ensuring cash is handled accurate and there is continuity across all sales platforms.
• Working with the team to ensure best stock management.
• To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximise sales and donations.
• 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 Culloden Cluster team
• 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 provide consistently excellent customer service when dealing with high volumes of customers
• Adhering to the property’s quality standards including wearing of uniform.
• To adhere 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 criminal records (Disclosure Scotland) check to be carried out.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience

Essential
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible/adaptable at work when required.
• 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 cash handling experience
• Additional language skills
• Historical knowledge of the site and area
• Previous experience in hospitality, retail and tourism.

DIMENSIONS AND SCOPE OF JOB

People Management
 This role involves working with colleagues and members of the public of all ages and abilities daily
Finance Management
 This role will involve cash reconciliation duties as appointed by the Visitor Services Manager (Retail).
Tools / equipment / systems
 There will be the occasional use of cleaning chemicals.
 This role will involve manual handling.
 Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)

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.

Visitor Services Supervisor

JOB PURPOSE
To provide operational coordination and supervision of catering, retail, visitor services, and events at 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. With delegated responsibility for catering, retail, events and duty management this job is very often the “face” of the Trust to visitors and suppliers, directly influencing 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 property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
 Visitor services, events, catering and retail offer (including ordering, merchandising, sales targets).
 Line management of Visitor Services Assistants and volunteers.
 Supervising staff in the café.
 Upholding food and hygiene standards and preparation of food.
 Duty management and oversight/maintenance of the property.
 Ensure the property social media is managed to generate interest, engagement and help drive visitors.
 Deliver the schools programme to meet the targets for number of visits, revenue generated.
 Support the informal learning and community engagement / outreach activity, e.g. public events.
 Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups).
 Security of the Property.
 Health & Safety procedures, emergency procedures, and environmental procedures.
 Deputising for the Visitor Services Manager on-site and off-site as required.

Responsible for day to day financial administration at the property, including:
 Ensuring the completion of Cash/till reconciliation.
 Week-end reports and reconciliation.
 Completion of the banking and all cash handling processes.

Supporting the Visitor Services Manager with:
 Recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
 No formal educational qualification required (but see “Experience” below).
 A full, clean driving license for driving in the UK.

Desirable
 Food & Hygiene Qualification.
 Current First Aid certification (or willingness to train and use).
 A formal qualification in Catering, Hospitality, Tourism or Event Management.
 A recognised SQA Licensing Qualification e.g. Scottish Personal Licence Holders Certificate and Personal License.

Skills, Experience & Knowledge
Essential
 Significant previous experience of working in an operations role in the visitor/heritage attraction industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service skills.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Experience of volunteer management.

DIMENSIONS AND SCOPE OF JOB

Finance Management
 Share responsibility for achieving the income budget together with the Visitor Services Manager.
 Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective operation.
 Supervise daily till operations and perform end-of-day income reconciliation.
 Assist the Visitor Services Manager with menu costing and stock-taking.

Tools / equipment / systems
 Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
 EPOS tills and chip and pin machines.
 Fully equipped commercial catering kitchens.
 Use of internal finance and banking systems.

Performance indicators and targets
 Weekly, monthly and annual sales and cost of sales targets.
 Food compliance standards and record-keeping.
 Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback.

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.

Visitor Services Assistant – Food and Beverage

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Perth and Kinross and help generate the income that enables us to care for Branklyn Gardens.

Visiting the tearoom is an essential part of the visitor experience and the role of the Visitor Service Assistant – Catering is to make it a positive and memorable part of a visitor’s day with us.

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care at all times when:
 Welcoming all visitors to the site and processing their catering purchase in a friendly, efficient and knowledgeable manner.
 Assist in food preparation and stock management.
 Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
 Checking on how visitors are enjoying their experience of catering at Branklyn and enquiring whether all their needs are met.
 Consistently presenting high quality plating of food.
 Promoting the National Trust for Scotland and the benefits of membership of it.
 To maintain excellent standards of site and personal presentation at all times.
 The general ongoing operational cleaning of all areas as necessary
 Wearing correct uniform, name badges, or PPE as required.

SCOPE OF JOB

Customer Service
 Regular interaction with members of the public of all ages and abilities, many from overseas and many National Trust for Scotland members.

Teamwork
 Regular interaction with employee and volunteer colleagues to share daily tasks and support a smooth visitor operation.

Sales, stock and financial processes
 Help achieve sales targets and membership recruitment targets.
 Operate tills and share end of day cash reconciliation duties, as appointed by Visitor Services Supervisor.

Tools/equipment and cleaning chemicals
 Occasional user of cleaning chemicals.
 Expected to become familiar with and comply with the property’s Health and Safety policies or ‘Safe Systems of Work’

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

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:

 Baking skills.
 Ability to work within a team or independently, with minimal supervision, to a high and safe standard.
 Ability to be flexible and 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.
 Excellent front of house persona – warm, welcoming, patient and understanding.
 Genuine belief in the value of good customer service.
 Ability to be proactive and to take the initiative.

Desirable:
 Basic Food Hygiene Qualification.

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.

Monument Manager – HES/23/112

Thank you for your interest in the post of Monument Manager with Historic Environment Scotland based in St Andrews.

This is a full time, permanent and pensionable appointment working on average 37 hours over the year (April-Sept 39hrs 30mins and Oct-March 34hrs 30mins) on a 5 day out of 7 flexible rota.

You will be responsible for leading the team in delivering the highest standards of visitor experience within the Central East district at St Andrews Castle & Cathedral working across all areas, including in the shop, admissions area and external areas.

The role sits within the Central East district comprising of thirty-five monuments, eight of which are staffed including St Andrews Castle and Cathedral. You will be leading a team of stewards working across the sites and working with a wider team of three Monument Managers and one Roving Manager.

We are looking for someone who enjoys interacting with diverse groups of people, who has a passion for customer service and who would thrive in a fast paced and constantly changing workplace.

For further information about this role please refer to the job description.

Castle Manager

Eden Scott is delighted to be working with Inveraray Castle, a successful visitor attraction, the home of the Duke & Duchess of Argyll and family, as well as the seat of the Clan Campbell. Inveraray Castle is 60 miles from Glasgow and 45 miles from Oban and sits on the edge of Loch Fyne and the small town of Inveraray.

An exciting opportunity has arisen to join the team in a Senior Management position as Castle Manager, the role is full-time and based at Inveraray.

This role will oversee the smooth operation of all visitor attraction related activities at one of Scotland’s most visited tourist attractions ensuring the smooth day to day operation of Inveraray Castle, providing excellent customer service and experience for visitors from first entry to departure and managing the team in all departments within the Castle including:

The visitor attraction – including guides, ticketing, tills, access, parking.
Gardens
Tearoom
Shop
IT, website & social media
Events
In the visitor season when the Castle is open to visitors, a core responsibility is managing the Castle staff daily to ensure all parties are working efficiently to a plan. Providing the highest quality visitor experience is essential from the various strands of the business including the museum and gardens, the tearoom, shop and events.

You will be responsible for seeking ways to grow and improve the business – growing relationships with tour operators (including cruise ships) and tourism bodies across the domestic and international markets plus aiming for top ratings in the various awards including Visit Scotland, Green Energy, TripAdvisor and others. You will monitor trends, competitors, industry best practice and ensure Inveraray Castle is at the forefront.

You will be involved with events ranging from providing the castle as a facility for larger events wholly organised by professional companies to organising all aspects of smaller events such as smaller weddings, car rallies and private dining.

Out of the visitor season when the Castle is closed to visitors, the castle is busy with various works including growing the tourist business, tests and training, scheduling maintenance and you will be at the heart of coordinating this. You will coordinate a training and mentoring programme for staff; recruit for the seasonal and permanent visitor facing staff; ensure compliance with licencing laws; ensure compliance with health & safety including fire and emergency procedures, plus other statutory regulations.

You will be responsible for managing a budget and this will be in conjunction with the Estate Factor. This will include exploring diversity of incomes and activities in the castle.

We are seeking a candidate with the following:

Experience in managing a team in a similar tourism environment.
Excellent people and communication skills. Friendly with a genuine desire to help and please others. You will have the ability to plan, think clearly and make decisions. You will act professionally and have a calm rational approach to hectic situations. A ‘can do’ mentality combined with people skills, energy and patience are as essential as are management, organisation, IT and financial skills.
You will have and will maintain your knowledge of the appropriate professional standards and practices required for this post.
A full clean driving license and your own suitable transport are both requirements.
This role offers an excellent competitive salary commensurate with your experience, qualifications, abilities and suitability to the post, accommodation on the Estate is available for the successful post holder and if required their family.

Eden Scott is dealing exclusively with Inveraray Castle on this vacancy so to be considered for this exciting opportunity with a truly unique employer, please submit your CV online or to sally.rae@edenscott.com or for an informal chat or to receive the full role information pack and job description please email or call Sally at sally.rae@edenscott.com 07776 662506.

No closing date for applications has been set.

Visitor Experience Assistant (part-time – 1092 annualised hours) – NMS23/28

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 (as above)

Benefits:
• Civil service pension (26.6% employer contributions!)
• Generous Annual leave (21.5 days – rising to 24.5 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!

Visitor Experience Assistant, 35 hours, permanent – NMS23/29

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 (as above)

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!

Brand Home Host and Guide

Our team of Hosts/Guides are responsible for providing a world class service to guests at Holyrood Distillery, and – this year – will be part of the team that helps launch our first single malt whisky! Hosts/Guides will be the face of Holyrood Distillery – so must be passionate and knowledgeable about our products and experiences; and be a genuine people person with a passion for Edinburgh and our place in it They work within our on-site bars, leading tours and hosting events; actively promoting the brand, products, and experiences. They may also be asked to perform other duties across the distillery which will involve working within the shop, taking bookings, assisting with admin tasks, and opportunities to learn about, and be more involved in, production operations. They will have responsibility for the daily stock and presentation of the Distillery, including the sale and up-sale of spirit and shop products, tastings, pouring and presenting drinks, and other related activity. Must be calm when under pressure, with the confidence and ability to respond to unexpected situations professionally, and to seek advice and support when required. See attached role profile for details! Apply in writing, with a cv and covering letter, to: isla@holyrooddistillery.co.uk

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.
This role is primarily a catering role however The VSA role also covers admissions, membership & retail. This is a weekend role, the successful candidate will be on rota 1 day per weekend.

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 (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/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• 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.

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 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

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.

Visitor Services Assistant

PURPOSE OF THE ROLE:

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Pitmedden Garden.
Situated in the heart of Aberdeenshire, Pitmedden Garden is a popular visitor attraction for tourists and locals alike.
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
• Ensuring that stock is displayed and that the stock is kept tidy and replenished accordingly
• To provide excellent customer service
• Providing occasional historic tours of the garden grounds during high season
• 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).

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.

Visitor Services Supervisor – Food & Beverage

Do you have a passion for food and providing excellent customer service?

A visit to The Courtyard Café is an important part of a trip to Haddo House & Country Park, for tourists and locals alike.

The café is a family and dog friendly venue, located within the original stable block at Haddo House.

With a mixture of indoor and outdoor seating we aim to cater for everyone, from the grab and go dog walker to the leisurely Sunday brunch crowd.

We pride ourselves on a warm welcome and a homely menu, serving up soups, as well as hearty meals such as macaroni cheese and deliciously tasty sandwiches. We also have a variety of treats for the sweet-toothed visitors, not forgetting our fabulous scones, seasonal milkshakes, and specialty coffees.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor experience

• Offer excellent customer service and ensure all members of the catering team do the same.
• Delivering high standards and a consistently warm welcome within the catering department
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing and security of buildings, addressing issues and emergency procedure and providing relief cover, as required.

Catering operation

• Plan, prepare, cook, and present food of the highest quality and standard.
• Ensure that food is prepared and served in a timely manner.
• Lead with menu development ensuring presentation of a high-quality food and drink offer.
• Ensure compliance with health and safety, food hygiene, food allergen, licensing, and environmental health standards, completing all related record-keeping.
• Accountable for cost-effective stock management, ordering, storage, and wastage control.

People management

• Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.
• Prepare catering rotas and holiday allocation to meet business needs.
• Work closely with specialist advisory colleagues, i.e.our Trust-wide Catering Development team
• Instill a Health & safety and Environmental health culture throughout the catering operation

Finance Management

• Share responsibility for achieving the catering budget together with the F& B Manager
• Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
• Supervise daily café till operations and perform end-of-day income reconciliation
• Assist the F&B Manager with menu costing and stock-taking.
• You may have delegated tasks within other departments, and you will understand and help deliver the overall property business plan
• This role is one for which the duties, responsibilities or accountabilities of the role require you to undertake a criminal records check, specifically a Standard Disclosure.

Performance indicators and targets

• Weekly, monthly and annual sales and cost of sales targets
• Food compliance standards and record-keeping
• Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback

Tools / equipment / systems

• Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
• EPOS tills and chip and pin machines.
• Fully equipped commercial catering kitchens.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• Level 2 Intermediate Food Hygiene Certificate or above.
• Barista experience
• A full, clean driving license for driving in the UK.

Desirable
• A formal qualification in Catering, Hospitality, Tourism or Event Management.
• A recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License.
• Recognised First Aid Qualification (or willingness to train and use this, if not already held).

Experience & Skills

• Successful background in supervising and managing a busy catering environment.
 Ability to display a real passion for food and customer service.
 Ability to be proactive and to take initiative
 Computer literacy with excellent ability on MS software.
 Excellent leadership and influencing skills, supervising and supporting staff on a daily basis.
 Experience of cash handling, monitoring and interpreting financial data
 Well-developed time management and organisation skills.
 Understanding of and belief in the work of the National Trust for Scotland

DIMENSIONS AND SCOPE OF JOB

Scale
 Haddo House is being developed as the Trust’s flagship property in North Aberdeenshire. Haddo Country Park attracts in excess of 270,000 visitors per year and the aim is to translate these numbers into increased visitor numbers and income for Haddo House and its commercial functions. The property has an attractive café and courtyard outdoor eating area, a fully equipped kitchen, retail and admissions area, meeting facilities, a large 250 seated main events hall/ theatre space as well as the Georgian Mansion House and the aim is to improve and develop these facilities over the coming years.
 Haddo House Courtyard Cafe currently generates approximately £130k income per annum, though the aim is to grow this over the coming years, including increasing the amount of in-house catering and developing bar provision for small to medium functions.

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.

Visitor Services Assistant – Food and Beverage

JOB PURPOSE

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

Visiting our Haddo House Courtyard Cafe is an essential part of the visitor experience, and the role of the Café Assistant is to make it a positive and memorable part of a visitor’s day with us.

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times when:
• 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 in accordance with the Equality Act.
• Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
• Checking on how visitors are enjoying their experience of catering at Haddo House and enquiring whether all their needs are met.
• Consistently presenting high quality plating of food.
• Promoting the National Trust for Scotland and the benefits of membership of it.
• To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary
• Wearing correct uniform, name badges, or PPE as required.

SCOPE OF JOB

Customer Service

• Regular interaction with members of the public of all ages and abilities.

Teamwork

• Regular interaction with employee and volunteer colleagues to share daily tasks and support a smooth visitor operation

Sales, stock and financial processes

• Help achieve sales targets and membership recruitment targets
• Operate tills and share end of day cash reconciliation duties, as appointed by Visitor Services Supervisor

Tools/equipment and cleaning chemicals

• Occasional user of cleaning chemicals.
• Expected to become familiar with and comply with the property’s Health and Safety policies or ‘ Safe Systems of Work’

REQUIRED QUALIFICATIONS, 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 and 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.
• Excellent front of house persona – warm, welcoming, patient and understanding.
• Excellent selling skills.
•. Basic food preparation skills
• Genuine belief in the value of good customer service.
• Ability to be proactive and to take the initiative.

Desirable:
• Access to own transport
•. Ability to do basic cooking
• Basic Food Hygiene Qualification
• Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation.

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.

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