Visitor Services

An exciting opportunity has arisen at our Highland Wildlife Park site for a Visitor Experience Team Leader to join us as we open our newly refurbished visitor centre.

The role

Co-ordinate the daily visitor operations at Highland Wildlife Park, ensuring the delivery of an accessible, exciting, and secure visitor attraction, five-star customer service standards and income levels in line with agreed targets.

Act as duty manager on a rostered basis, liaising closely with the living collections duty manager and other colleagues. Manage incidents and their impact on visitors as and when they arise

Some of the things you’ll do:

Line manage visitor experience assistants and assist with gate ( sentry), administration, on-site transport, car park and customer service, e.g. telephone and email handling
Contribute to and support the delivery of commercial events at HWP including photography tours, seasonal events and exclusive tours (including duty manager duties during events)
Act as visitor duty manager on a rostered basis, which requires the post holder to manage and oversee the daily operations of the site during opening hours and respond to incidents
Support the delivery of a five-star customer service culture and visitor experience, ensuring visitors receive a personal, knowledgeable and positive level of service on a daily basis
Support and deliver customer service training, working alongside HR and other colleagues. Gather face to face visitor feedback.
Support the induction process for visitor experience staff
What we’re looking for:

Educated to HND or equivalent qualifications or experience.
Health and Safety qualification e.g. IOSHH with good working knowledge of Health and safety practices.
Understanding of diversity and inclusion issues/regulations.
Good understanding and ability to engage with visitors
Engaging customers empathetically to link or upsell our products.
Providing first-class customer care and service, including dealing with customer queries.

This is a permanent, part time, 30 hour per week position, with some weekend working required on a rotational basis.

Starting salary to be offered is £27,487 – £28,174 per annum with the opportunity for salary progression to £30,636 per annum (full time equivalent based on 37.5 hours per week).

Salary will therefore be pro rated for part time hours worked.

Please see the role profile for further information on what the role involves and essential/desirable criteria.

Interviews to be held w/c 7th April 2025

Role Overview

The function of the Ticket Office & Funicular Team is to ensure the customer experience is delivered to the highest standards throughout their journey and to ensure the provision of hospitality and customer care to CMSL customers from the moment they arrive at the resort.

Pay Rate: £12.00 per hour (£12.60 from April 2025).

Please note this role is part-time – 2 days per week (Saturday’s & Sunday’s).

Roles and Responsibilities

The Ticket Office & Funicular Team Member is accountable to the Head of Ticket Office & Funicular Team and will support with various aspects of the departments operations. This will primarily be in the Ticket Office, working on the cash desks and providing guidance to customers, as well as supporting with Funicular Operations undertaking both bottom and top platform duties when required.

Ticket Office & Funicular Team Member is responsible for:

Duties & Responsibilities

– To control the movement of the public and funicular railway in-line with the Safety Management System (SMS).
– To adhere to all company standard operating procedures and funicular protocols.
– To understand and observe the protocols when using the 2-way radio system.
– To undertake both top and bottom platform duties.
– To provide excellent customer service both in person, and over the phone when required.
– To undertake “Meet & Greet” front of house duties to meet and provide accurate information to our customers on their arrival at Cairngorm Mountain.
– To understand and operate the ticketing sales operation through SkiData, for all summer and winter products.
– To ensure that the department operates to the highest standards of customer care.
– To understand and follow the VMP, and able to explain VMP to our guests.
– Observe all Health & Safety requirements.
– To identify personal development needs in line with personal and organisational objectives.
– To undertake any other reasonable duties as may, from time to time, be required.

People Management

– Be polite and attentive to all our guests and colleagues.
– Attend departmental meetings as/when required.
– Attend annual performance management and development processes such as Performance and Development (PAD) Reviews.

Other

– Ensuring compliance with Health and Safety procedures, risk assessments and company policies
– Person Specification
– Experience

The role would suit someone who has had experience in a visitor attraction including winter snowsports. Demonstrate good people skills, both customer facing and within your team. The role will require a degree of flexible working to meet the business needs, 7-day operation and events out with normal operating hours.

Experience/Qualifications

Required:

– Experience in a customer focused environment, preferably a visitor attraction.
– A good level of numeracy.
– Cash handling experience.
– Experience in MS systems and basic IT skills.

Desired:

– A valid 2-day First Aid certificate.
– Skills
– Excellent Customer Service skills.
– Excellent communication skills, both written and verbal.
– Ability to give clear direction to all levels from CEO to site level.
– Ability to work alone as well as part of a wider team and under pressure.
– Excellent attention to detail.
– Problem solver.
– Personal Attributes/Behaviours
– The ability to identify success as well as areas for improvement.
– A motivated individual who is not fazed by an ever-changing environment.
– Committed.
– Flexible with a ‘Can do’ approach.
– Adaptable.
– Team player.

Company Background and Culture / Location Overview

Cairngorm Mountain, managed by Cairngorm Mountain (Scotland) Ltd is a popular snowsports destination in Scotland, located within the Cairngorms National Park, and has been offering snowsports for over 50 years. In winter, the resort is a commercial ski operation. In Summer, the Resort serves as a tourist destination. The surrounding area attracts over 1.8 million annual visitors predominantly in Summer with the Resort itself attracting circa 200,000 annual visitors.

Cairngorm Mountain Resort covers 1,418 hectares and can attract over 120,000 skiing and snowboarding visitors in the busy winter period. The Resort is an internationally renowned area of scientific interest. Cairngorm Mountain and surrounding areas contain unique natural habitats and wildlife protected by EU legislation.

In the summer, the Resort transforms as the snow melts and becomes a hub of activity, from guided walks to the mountain summit, to generic visitors and a family market looking for activities to undertake.

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm
welcome to Fyvie Castle and help generate the income that enables us to care for Fyvie Castle and
other National Trust for Scotland properties.
Visiting our tearoom is an essential part of the visitor experience and the role of the Visitor Service
Assistant – Food and Beverage 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 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:
• 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 Fyvie Castle 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

What we do? Dalkeith Country Park has been enjoyed by visitors for 120 years and its woodlands, riverside trails, cycle tracks and events calendar are valued by visitors from near and far. The Park includes Fort Douglas, which is an exciting adventure play park for visitors of all ages, while the stable yard houses Restoration Yard, a unique venture comprising a retail store, food hall, restaurant and wellness space.

The role? As Cleaner, you will help ensure we deliver a consistently clean and welcoming environment to our Fort Douglas and Restoration Yard visitors. You will be responsible for maintaining high standards of cleanliness across all areas of the park with duties including emptying bins, cleaning toilets and public areas, polishing surfaces and windows, mopping, vacuuming, and sweeping footpaths in the stable yard area. Hours of work will be 5pm to 8pm on a four days on, four days off basis, including weekends.

The person? As a skilled and experienced cleaner, you will have an eye for detail and take pride in maintaining the highest levels of cleanliness for our visitors. Candidates must be reliable, hardworking, and demonstrate consistency in their standards of work.

Why work for us? We offer excellent benefits including private health cover, six weeks of holiday, gym and shopping discounts, cycle to work scheme, and wellbeing related support and resources.

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

The closing date for applications is 21 March.

Please view our privacy policy at http://www.dalkeithcountrypark.co.uk/privacy/

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 role is on a rota basis and the expectation of the core hours will be a Saturday/Sunday.

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.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Responsible for a wide variety of duties in connection with the presentation, operation, cleanliness, and maintenance of the property.

Cash handling, reconciliation and carrying out banking duties.

Maintaining the highest standard of customer experience following the principles of “Exceeding Visitor Experience” training and ensuring we achieve a grading under the new awards systems, rolling out summer 2025.

Monitoring Trip Advisor, providing responses and actions to address any negative feedback.

Promoting and encouraging visitors to complete visitor surveys at the property or gathering contact details for survey at a later date.

Achieving financial targets in respect of admissions, retail, and membership sales

Responsible for the retail stock, sales, and stock management in conjunction with the Retail Supervisor at RBBM.

To promote membership of the National Trust for Scotland.

Work closely with other managers across the Burns portfolio to deliver a programme of visitor events which increase visitor numbers, drive additional spend and support overall property targets.

Responsibilities also involve maintaining the security of the property and its contents, keeping the building clean and functional, following best practice at all times.

Sharing in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.

Job Purpose

We are looking for energetic, cheerful, and talkative individuals to join our amazing Food and Beverage team here at The Courtyard Café.

No previous experience is needed, as full training will be provided, 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 our guests with the best possible service during their visit to Haddo House, whether that’s in our café or at one of our pop-up stalls at our events.

The role is varied, and you may be creating the best barista coffee, making up a sandwich, hot food or serving a refreshing ice cream but whatever you are doing you’ll help us maximise all charity income opportunities through excellent customer service, product knowledge and taking pride in everything we do.

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.