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Visitor Services

Visitor Services Supervisor – Food & Beverage

JOB PURPOSE
This is a fantastic opportunity to work as part of our leadership team at the iconic Crathes Castle, Garden and Estate, which attracts hundreds of thousands of people from across the globe every year.

You will be responsible for the day-to-day catering operations at our popular Crathes Castle Café 1702 and catering outlets. You will deliver our quality standards and performance targets, ensuring we offer customers a fantastic Food & Beverage experience.
You will be an enthusiastic team player who can supervise, coach, and motivate your team. You will also be part of a broader duty management team responsible for promoting good communication across the site and a joined-up visitor services provision.
As a charity, every penny we raise goes back into the National Trust for Scotland’s conservation work, caring for this special place. You will lead by example to produce an enticing Food & Beverage menu, to recommend and upsell our range, and to promote complementary income-streams like retail, memberships, and donations. You’ll help answer visitors’ questions about things to do here and share your enthusiasm for Crathes Castle stories, the work we do and what their money is funding.

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:
• Catering offer, including ordering, merchandising, sales targets;
• Line management of Visitor Services Assistants and volunteers
• Duty management and oversight/maintenance of the property
• Ensure the property social media is managed to generate interest, engagement and help drive visitors
• Security of the Property;
• Health & Safety procedures, emergency procedures, and environmental procedures;
• Deputizing for the VSS Operations 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 VSS Operations 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.

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.

Skills, Experience & Knowledge

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.
• Experience of working in a catering role, including supervision of staff and/or responsibility for specific activities;
• Excellent organizational, administrative and time-management skills with the ability to priorities and re-priorities 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.
• 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.
• Ability to do basic cooking.
• Genuine belief in the value of good customer service.
• Ability to be proactive and to take the initiative.
Desirable:
• Access to own transport
• Basic Food Hygiene Qualification
• Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation.

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 the iconic Crathes Castle, Garden and Estate and help generate the income that enables us to care for the property and other National Trust for Scotland properties.

Visiting our Cafés is an essential part of the visitor experience and the role of the Visitor Service Assistant – Food & Beverage is to make it a positive and memorable part of a visitor’s day with us.

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times when:

• To maintain excellent standards of site and personal presentation at all times;
• Welcoming visitors to the site and processing their catering purchases in a friendly, efficient and knowledgeable manner.
• Serving visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Serving international visitors and aiding with specific needs.
• Serving 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;.
• Ensuring all food and produce is prepared and displayed to a high standard;
• 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; Admissions, Retail, Maintenance and site repair employees/contractors.

Catering /Retail/Events/Cashier duties
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To assist in achieving site catering targets.
• Ensure that food offerings are consistently served at healthy standards
• Safely operate appropriate machinery and equipment for assigned tasks
• To actively upsell products and services to facilitate the visitors’ enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across sites as needed.
• Report all incidents directly to line manager

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 VSM- Food & Beverage

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 – adaptable to customer type and product.
• Ability to do basic cooking.
• Genuine belief in the value of good customer service.
• Ability to be proactive and to take the initiative.

Desirable:
• Previous experience withing café, restaurant, and events operation with Food & Beverage background
• Basic Food Hygiene Qualification
• Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation
• Access to own transport

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.

Visitor Services Assistant – Housekeeping

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining the excellent standards we set across our properties to enable us to provide the best possible experience for our visitors. Providing an efficient, reliable service and high standards in housekeeping based on the needs of the property. Specifically, to ensure that all areas and public areas are cleaned and maintained to the highest standards, to make the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The Housekeeper is responsible for a wide variety of housekeeping duties in connection with the well-being and care of the visited, non-visited and holiday accommodation at Crathes Castle and Estate per the Trust’s Housekeeping Procedures Manual, including the following:

• Routinely clean and look after the holiday accommodation and will involve but is not limited to:
o vacuuming, sweeping, mopping, polishing of floors
o dusting/polishing of surfaces and fittings such as furniture, ornaments, panelling, stairs, and doors
o dusting/wiping of sills, skirtings, door, and window frames
o cleaning of windows
o cleaning of lavatories, sinks, etc
o changing of bed linen and towels, and making of beds
o cleaning of bathroom/toilet areas and fittings
o cleaning of kitchen areas and equipment
o checking functionality of lighting, heating, TV/radio etc
o replenishing of welcome/hospitality trays, and consumables
o cleaning and providing clean laundry for each occupancy
o disposal of general household waste

• Assist with the administration of any repair works, liaising with the Visitor Services Supervisor to arrange necessary repairs.
• Ensure COVID 19 Guidelines and Safe Systems of Work is implemented effectively within function and with external contractors.
• Undertake any administration required in support of housekeeping, including (but not limited to): planning regimes for routine and in-depth cleaning; stock control and ordering of recommended cleaning consumables/janitorial supplies; recording work undertaken.
• Deliver excellent customer care to foster a friendly and inviting atmosphere for visitors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, and considered use of transport.
• Ensuring a high standard of cleanliness to all visited and non-visited areas of the property as directed by your line manager
• The general ongoing operational cleaning of all areas as necessary, as toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc
• Checking of domestic inventories during changeover
• Reporting losses/breakages, wear and tear and repairs required immediately to your line manager
• The current duties of this job do not require a criminal record (Disclosure Scotland) check to be carried out.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
No formal educational qualification required.
Skills, Experience & Knowledge
Essential
• Sound previous housekeeping experience including
• Clean and current driving license
• Cleaning and presentation of areas open to the public or holiday-rental accommodation
• Personal commitment to high standards of cleanliness
• Personal commitment to excellence in customer care
• Flexible, helpful outlook to customers and colleagues
• Attentive to detail with an eye for presentation and finish
• Excellent interpersonal skills, with an ability to get along with a wide range of people
• This is a physical job, which will normally include use of vacuum cleaners and other cleaning tools and products as well as lifting, fetching and carrying laundry and objects
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working

The Key Responsibilities, Behaviours and 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 – Functions & Events

JOB PURPOSE
This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the future and what we do every day as a business: bringing people together and giving them the greatest visitor experience.

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, this postholder will ensure the smooth running of our wedding operation from enquiry to delivery.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Catering/Events
 To assist with the set-up, stewarding and break-down of events and functions.
 To be the point of contact for all weddings.
 To manage wedding bookings and all enquiries.
 To ensure good housekeeping of Ossians Hall.
 To actively upsell memberships 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 provide a consistently high standard of visitor care at all times
 Welcoming visitors to the site 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.
 Providing information about the site, its history.
 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 Ossians Hall, sweeping, dusting and polishing when required and window cleaning.
 Ensuring hall is ready to open and welcome couples by the set opening time.
 Wearing correct uniform, 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; rangers, operations, grounds maintenance and site repair employees/contractors.

Health and Safety
 To ensure site meets with Health and Safety legislation in liaison with your department manager.
 To use personal protection equipment as provided and directed by your line manager.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
Essential
 No formal educational qualification required (but see “Experience” below).

Desirable
 A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
Essential
 Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal 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.
 Knowledge of Microsoft excel and Microsoft outlook.
 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.

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 their general abilities.

Heritage Planner

JOB PURPOSE

Heritage Planning refers to the general process of assessing the significance of heritage, understanding its intrinsic character, and providing for its conservation and interpretive needs and opportunities. Heritage Planning builds knowledge and supports the conservation and interpretation of heritage.

The role of Heritage Planner exists to support the development of an understanding and appreciation of Trust properties. This will be achieved through the continual development and enhancement of our knowledge base and the presentation of the significance of our properties by overseeing the production of a range of heritage planning outcomes including Conservation Plans, Management Plans and Property Statements (including statements of significance).

The NNR accolade recognises the best in Scottish natural heritage and supports public access to these special places. The Trust currently own (wholly or partially) 8 National Nature Reserves (NNR). These are:
• Ben Lawers
• Corrieshalloch Gorge (Scotland’s smallest NNR)
• Glencoe
• Mar Lodge Estate (Scotland’s largest NNR)
• St Abbs Head
• St Kilda
• Staffa
• Torridon (part of which is included within the Beinn Eighe NNR)

In line with NatureScot NNR selection criteria, and to support management of these properties, the Trust aim to have an in date and comprehensive management plan in place for each of the NNRs in our portfolio.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1. Assist Trust staff to create products which easily allow an appreciation and understanding of the significance of the NNR properties and enables engagement with a range of audiences. This will involve:
a. Guiding staff on the production and content of heritage plans, including current standards and best practice;
b. Performing an editing role to ensure consistency in style, format and accessibility of language;
c. Enable others to grasp the concept of significance through guidance and support.
2. Assist senior staff to commission external work, as required, through:
a. The production of conservation plan/management plan (or other similar pieces of work) briefs;
b. Taking part, where required, in the tendering and recruitment of consultants;
c. Assisting in the management of consultants to ensure the required quality and relevant standards of the end product.
3. Assist the Head of Heritage Planning to ensure the Heritage Planning process adheres to international standards and best practice, by:
a. Keeping abreast of current work by peer organisations and developments in international standards;
b. Reviewing best practice from around NNR sites in Scotland and the UK;
c. Developing and maintaining a network of contacts to share experience and new thinking;
d. Updating relevant internal guidance.
4. Work with staff and the Head of Heritage Planner to identify current knowledge, and potential gaps in this knowledge, across Trust properties. This should include collating and managing this information, working with Archives and Library Services, to make this resource available;
5. Other duties which may arise, to ensure that any work produced under the umbrella of the Heritage Planning department is outcome led, focused on delivery, and meets the needs of properties.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• Degree in one of more subject areas of: ecology, countryside management or heritage management (or similar);
• A driving licence, current for driving within the United Kingdom.

Desirable:
• Post graduate qualification in relevant subject area.

Experience
• Understanding of current best practice in conservation management, especially in relation to the assessment and articulation of significance;
• Demonstrable experience of creating statements of significance;
• Organising and/or producing management and strategic plans within the heritage sector;
• Highly effective communication skills (written and oral);
• Highly developed organisational skills;
• Excellent analytical, editing, report writing and questioning skills;
• Understanding of, and experience working with, multi-disciplinary teams;
• General understanding of the heritage environment, and the particular challenges and opportunities of the charity/”not for profit” sector.

Personal Attributes
• Able to influence change and persuade others to join them through excellent communication and inter-personal skills and by developing professional relationships (internally and externally);
• Inspires confidence and belief in others, enabling buy in and ownership of outcomes across a broad range of stakeholders;
• A dynamic self-starter who is assertive, highly motivated and has the drive to achieve a task and is known for their ability to deliver to deadline;
• Able to assimilate and analyse several pieces of conflicting data and develop clear proposals based on these;
• Is proactive and shows initiative – putting forward ideas and solutions without requiring guidance or hand holding;
• Has empathy with the core purpose and vision of the Trust and demonstrates an active interest and understanding of them.

DIMENSIONS AND SCOPE OF JOB

Scale
• The post holder will cover properties across the entire portfolio of the Trust;
• The post holder will work closely with a range of internal stakeholders and will develop extensive internal working relationships;
• The post holder will interact with external stakeholder.

People Management
• The post holder is not a line manager or supervisor of staff or volunteers;
• The post holder will work closely with managers and specialist advisers from all disciplines and at all levels dependent on the property in question;
• The post holder may interact with external stakeholders dependent on the nature of the property.

Finance Management
• Not a budget holder
• Will exercise financial probity when handling personal travel expenses, accommodation, and subsistence.

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.

Seasonal Tour Guide

We are hiring tour guides for this tour season until 30 October.

Inveraray Castle is based in Scotland, on the edge of Loch Fyne, and surrounded by the majesty of the west highlands. The castle is the seat of Clan Campbell, home to the Dukes of Argyll, since the eighteenth century and it has been featured in many films and documentaries.

We are looking for flexible full-time seasonal tour guides who have a passion for history and bringing a positive visitor experience to the castle.

Please enquire about accommodation if needed.

The rate of pay is £12 per hour.

Please enquire about working with our friendly team by sending your CV and enquiries to: enquiries@inveraray-castle.com.

Open to applications until filled.

Visitor Commercial Manager

Job reference: REQ0585

Location: Flexible

Salary: £38,533 – £41,498 + over 26% employer pension contributions

Contractual hours: 37

Basis: Full time

Job description

We are currently looking for an enthusiastic and driven individual, with experience in managing commercial visitor experiences. We have a Visitor Commercial Manager role within our Visitor Services Team for a 12 months Fixed Term Contract (with the possibility of extension).

As the largest provider of outdoor recreation in Scotland, Forestry and Land Scotland, welcome over ten million visitors per year and help generate £110 million of tourism spend for the wider Scottish economy. With over three hundred visitor destinations, including six forest parks, our destinations offer many different outdoor experiences, including walking, cycling, wheeling, horse riding, dog sports, water sports, wildlife watching, places of cultural and heritage significance and more.

The post holds the following responsibilities:

  • Commercial Car Park Management – take the lead for FLS in policy, process, procurement and contract management.
  • Visitor Hub Commercial Management – take the lead in management of catering, retail and other visitor services leases and concessions.
  • Support Regions with staff development and queries around visitor commercial.
  • Set and monitor visitor quality standards at key destinations.
  • Support Regions with new visitor commercial developments and projects at key destinations.

Please review the Job Description and Person Specification for more information on this vacancy. We welcome applications from candidates of all backgrounds and are committed to building a diverse and inclusive team.

About the team

As the largest provider of outdoor recreation in Scotland, Forestry and Land Scotland, welcome over ten million visitors per year and help generate £110 million of tourism spend for the wider Scottish economy. With over three hundred visitor destinations, including six forest parks, our destinations offer many different outdoor experiences, including walking, cycling, wheeling, horse riding, dog sports, water sports, wildlife watching, places of cultural and heritage significance and more. The forests and land we look after also play a key part in Scotland’s ‘natural health service’, providing spaces where people of all ages can spend time enhancing their physical and mental health through play, exploration and relaxation. We want to do what we can to make sure that as many people as possible, from all backgrounds and all parts of the country, can find something they would like to do in one of our forests. We want all visitors to have fun and enjoy their visit.

FLS is composed of five Regions and a National support team. Within each Region there is a Visitor Services team and this is supported by the National Visitor Services and Communities function. This role is within the National Visitor Services and Communities function. The work at both Regional and National level around visitor services is supported with partnerships with Scottish Government, Police Scotland, Scottish Fire & Rescue, Local Authorities, National Parks, Visit Scotland, Nature Scot and others.

Main Duties

  • Manage and monitor car park cash collection, card payments and pay by mobile contracts.
  • Procurement and manage car park machine framework.
  • Work with Regions to monitor car park income.
  • Ensure parking compliance with British Parking Association code of conduct.
  • Manage new catering concession contract.
  • Manage current visitor services commercial leases and agreements in conjunction with Regions.
  • Support Regions with the development of visitor commercial activities.
  • Provide commercial visitor guidance and support for Regional projects.
  • Update commercial visitor guidance for Regional staff.
  • Manage the VisitScotland and Green Tourism Grading Award Schemes for FLS.

Closing date: 14 May 2023.

Great Tapestry of Scotland: Visitor Officer

Job Purpose:

Take an active role in the day to day operation in all aspects of the venue (front
desk, galleries, café and gift shop), working as part of a team to ensure successful
delivery of services to the public.

Below is a range of tasks you will be required to perform in the role. You will be trained on
all aspects, with rotation of duties managed through the staff rota.

Duties include:
To champion a world class visitor experience at all times and act as a role model for
exceptional service.

Undertake reception duties, (eg admission of members of the public, dealing with
enquiries, process bookings, dealing with retail sales, maintain and monitor records, etc)

Work in the Visitor Centre shop actively upselling products, re-stocking shelves and
ensuring general up keep of the area.

Work in the visitor centre café preparing and serving light meals, snacks, hot and cold
beverages.

Control stock rotation and manage stock levels in café.

Manage stock inventory for retail and visitor materials.

To proactively encourage donations, take every opportunity to upsell events, café and
shop facilities, including corporate events and group bookings.

Accurately deliver GTOS Visitor Centre and local visitor information using a range of
resources including, on site materials and digital tools.

Follow daily cleaning and housekeeping tasks associated with maintaining an excellent
customer service experience, including but not limited to; clearing tables and disposing of food waste, washing up, cleaning of equipment, stores, customer toilet checks throughout the day, stairwell and lift clean and clear of any debris, welcome area outside building is clean as well as all public facing areas of the visitor centre.

Assist with development of profitable retail operations and excellent customer service.
Assist with the proper security of the venue, including key holding duties.

In line with legal and operational guidelines, process cash, cheque and card
transactions, bank income and complete daily and weekly income records.

Assist at events including private views, education activities and group visits.

Undertaking minor maintenance/ repairs as directed to the displays, fixtures and
fittings, including replacing light bulbs (where possible), monitoring environmental
conditions (where appropriate) and ensuring that all matters of significance are recorded appropriately and reported to the Centre Manager for attention.

Build and maintain good working relationships with colleagues within the organisation.

Comply with, and ensure compliance with, all Live Borders policies and procedures.

Ensure services meet Health and Safety standards established by Live Borders.

As an employee you must take reasonable care for health and safety of yourself,
other employees and anyone else who may be affected by your work activities carried
out.

Brand Home Guide

Additional Job Description
REGISTER YOUR INTEREST

Dalwhinnie Visitor Centre Team

Full Time and Part-Time (Annualised Hours) Contracts

Permanent & Temporary Opportunities Available

About Us 

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process. 

Feel inspired? Then we may have the opportunity for you. 

About the Opportunities

Dalwhinnie is an iconic visitor centre that provides extraordinary visitor experiences to all our visitors from around the globe. We captivate and educate our guests whilst leading them throughout our full-sensory interactive tour and tasting experiences. Our people are making history every day and act as true ambassadors for this inspiring brand.

We have iconic roles such as Tour Guides, Team Leaders, Health and Safety professionals, Retail experts, Experience gurus and many more. You will provide engaging and memorable tours and play a key role in the success of our onsite retail store. You’ll help to interpret our visitors’ desires in order to provide a personalised experience for each customer.

You would receive ongoing brand training in order for you to become an outstanding Diageo Brand Ambassador and encourage others to discover the delights of Scotch Whisky.

In return, we offer a great reward & benefits package which includes a competitive salary, company shares, product allowance, pension programme, retail discounts, annual bonus and so much more! We’ll also provide you with excellent training and career development opportunities, setting you up for a fantastic career at Diageo.

We have a range of full time and part time positions available. If you are looking for either permanent or temporary, then get in touch!

If this sounds like your dream location to start an outstanding career, then register your interest today, and we will keep you updated on future vacancies.

About You

We want every one of our guests to enjoy an unforgettable experience when they walk through the doors of Dalwhinnie Visitor Centre. That begins and ends with the people who will work there. We’re looking for remarkable talent to provide the warmest of welcomes and to help us tell the Dalwhinnie story to the world.

We have a saying here at Diageo that ‘Character is Everything’ we believe that we must draw on the experiences of everyone and the differences in who we are in order to create an outstanding visitor experience.

To be successful, you’ll be guided by a customer-first approach and passionate about the delivery of world-class customer experiences. You’ll work collaboratively with a positive and hardworking approach and value the importance of working in a team. If you are a keen learner, like interacting with people and are passionate about working in a team then we want to hear from you! At Diageo, character is everything!

Next Steps

This is your opportunity to register your interest for a brand like no other and to take a step into making history with us at Dalwhinnie Visitor Centre.

If this sounds like your dream location to start an outstanding career, then register your interest today by entering your details and CV and we will keep you updated on future vacancies.

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. 

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings. 

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. 

Be You with Us!

Caol Ila Visitor Centre team

REGISTER YOUR INTEREST

Caol Ila Visitor Centre Team

About Us 

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process. 

Feel inspired? We may have an opportunity for you. 

About the Opportunities

Caol Ila is an iconic visitor centre that provides extraordinary visitor experiences to all our visitors from around the globe. We captivate and educate our guests whilst leading them throughout our full-sensory interactive tour and tasting experiences. Our people are making history every day and act as true ambassadors for this inspiring brand.

We have iconic roles such as Tour Guides, Team Leaders, Health and Safety professionals, Retail experts, Experience gurus and many more. You will provide engaging and memorable tours and play a key role in the success of our onsite retail store. You’ll help to interpret our visitors’ desires in order to provide a personalised experience for each customer.

You would receive ongoing brand training in order for you to become an outstanding Diageo Brand Ambassador and encourage others to discover the delights of Scotch Whisky.

In return, we offer a great reward & benefits package which includes a competitive salary, company shares, product allowance, pension programme, retail discounts, annual bonus and so much more! We’ll also provide you with excellent training and career development opportunities, setting you up for a fantastic career at Diageo.

We have a range of full time and part time positions available. If you are looking for either permanent or temporary, then get in touch!

If this sounds like your dream location to start an outstanding career, then register your interest today, and we will keep you updated on future vacancies.

About You

We want every one of our guests to enjoy an unforgettable experience when they walk through the doors of the Visitor Centre. That begins and ends with the people who will work there. We’re looking for remarkable talent to provide the warmest of welcomes and to help us tell the story to the world.

To be successful, you’ll be guided by a customer-first approach and passionate about the delivery of world-class customer experiences. You’ll work collaboratively with a positive and hardworking approach and value the importance of working in a team. If you are a keen learner, like interacting with people and are passionate about working in a team then we want to hear from you! At Diageo, character is everything!

Next Steps

This is your opportunity to register your interest for a brand like no other and to take a step into making history with us at the Caol Ila Visitor Centre.

If this sounds like your dream location to start an outstanding career, then register your interest today by entering your details and CV and we will keep you updated on future vacancies.

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. 

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings. 

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. 

Brand Home Guide

Brand Home Guide

Lagavulin Visitor Centre

Full-time, Permanent

We have an outstanding opportunity to join our dedicated team at our Lagavulin Visitor Center as a Brand Home Guide.

You will be responsible for:

Being an integral part of the visitor centre team, as a Brand Home Guide, you’ll be required to deliver high standards of customer service and an outstanding and memorable visitor experience. Our tours are the opportunity for the public to learn who we are and what we do, you’ll be guiding them around our beautiful distillery representing the brand and Diageo using the full training provided. 
  
You will assist with ticket sales and promoting our brand throughout the full experience. From warmly greeting our guests to providing advice and information on the offerings of our outstanding visitor experience.

There will be shop duties and upselling products will be required alongside the merchandising of our other products in the retail area. 

You’ll help with the planning and implementation of special events throughout the year. 

This role will require weekend and evening work.

To be successful in this role:

We’re looking for people with character: driven, resilient and open-minded.  Are you passionate about customer service and a team player?  We certainly hope so! 

 
We’re looking for someone who values the importance of working in a team and being able to build strong working relationships with customers as well.  Ideally you will have insight into the drinks industry or worked within a hospitality enviroment.

Working with Us

Join us and you can also expect a highly competitive and flexible rewards and benefits package including:

Membership discounts and product allowance
Contributory pension scheme
Competitive annual bonus (dependent on performance)
Generous holiday allowance
Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

About Us

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process. 

Lagavulin is an iconic visitor centre that provides extraordinary visitor experiences to all our visitors from around the globe.  We captivate and educate our guests whilst leading them throughout our full-sensory interactive tour and tasting experiences. Our people are making history every day and act as true ambassadors for this inspiring brand.  

Create a future worth celebrating!

Visitor Services Assistant – Admission & Retails

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 retail and admission and making Threave Gardens & Nature Reserve 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 purchase in a friendly, efficient and knowledgeable manner
• 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
• 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; food & beverage, housekeeping, gardening, estate 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/Admission/Plant Sales and other duties
• To ensure good housekeeping of and back of house areas, including Plant Sales
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site 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.

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 high levels of customer care through excellent inter-personal skills,
• Experience and confidence undertaking till-work and cash handling/reconciliation.
• Excellent selling skills – adaptable to customer type and product.
• 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 using an EPOS system

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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