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Visitor Services

Senior Nature Conservation Officer – Farmland

JOB PURPOSE

The National Trust for Scotland is one of the largest land managers in Scotland. The Trust has an exceptionally high level of responsibility for biodiversity, landscape and natural resources, managing many of the most important sites in the UK for nature. Indeed, some are of European and global significance including a World Heritage Site, National Nature Reserves, sites hosting rare and endemic species and some of Scotland’s best loved landscapes.
The land where the Trust has an interest include the full breadth of Scottish geology, landscape and ecology from the benthic zone of the Fair Isle Demonstration and Research Marine Protected Area, several of the largest seabird colonies in Europe, across the machair of the Hebrides to the temperate rainforests of the Atlantic coast. Inland the Trust is custodian of several of the finest assemblages of mountain habitats and species in the UK and iconic landscapes such as Glencoe.
The Senior Nature Conservation Officers have a national remit for nature conservation at the Trust, including leading (through building understanding & consensus), guiding (in a technical sense) and coordinating a particular nature conservation topic, e.g., woodland, upland, farmland or marine.
Working collaboratively with internal and external stakeholders, they develop and deploy nature conservation, strategy, standards, policy, programmes, guidance and support to regions and head office on nature conservation matters within their topic.
The roles also provide general ecological support and advice to selected Trust properties and other wider ecological support as is required to be fulfilled by the team.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Leadership & policy
• Develop and maintain NTS policies and approaches in relation to the specified nature conservation topic, either woodland, farmland, upland or marine (hereafter “the topic”).
• Maintain expert knowledge of external policy and practice in relation to the topic and oversight of its conservation at the Trust, leading knowledge sharing of the topic, for example via networks, working groups, and individual advice.
• Technically guide, support, facilitate and where necessary coordinate nature conservation operations in relation to the topic across the Trust through national programming, linking up as necessary to central support functions.
• Review and develop policy in relation to the topic at the Trust, working alongside Trust policy officers plus other internal and external stakeholders, including the relevant Scottish Environment Link working group.
• Champion the Trust’s policy positions in relation to the topic through the development and delivery of advocacy messages, including through formal consultation responses and communications – where necessary acting as a Trust spokesperson.
Conservation operations, standards and reporting
• Provide tactical advice to national estates and operational teams on the management and conservation of nature at NTS in relation to the topic, typically at and below Operational Manager level.
• Provide technical input, for example prescriptions for nature conservation management.
• Champion best practice and innovation in nature conservation across NTS operations, encouraging energy and focus across the Trust’s conservation work.
• Represent the Trust within partnerships, forming new partnerships where required.
• Work with the fundraising team to identify and secure funding, including agri-environment grants, natural capital investment and charitable income e.g., grants.
• Lead or contribute to nature conservation projects, e.g., technical support to steering groups, identifying suitable activities and developing budgets.
• Responsible for developing land management standards for specific conservation topics, including the Biodiversity Indicator.
• Audit biodiversity indicator performance contributing to reporting against the Trust’s corporate strategy.
• Design and coordinate targeted monitoring programmes as necessary to inform the biodiversity indicator.
• Procure, brief and manage contractors as required, typically for topic specific technical work.
• Be the first point of contact for general conservation land management advice on ecology, landscape and geology, for a selected number of properties and occasionally develop or support activities in areas outside your topic, working flexibly with other Senior Nature Conservation Officers as required.
Public Engagement, Research and External Relationships
• Provide technical input for participation and engagement with nature in relation to supporting colleagues in the Public Engagement and Research Directorate.
• Develop your own and other Trust staff’s research projects and form effective external relationships to facilitate research opportunities in relation to our conservation objectives.
• Develop nature content for Trust media staff. i.e., drafting content for press releases, the Trust magazine and website, collaborating with other internal content creators.
• Undertake planning casework where required for NTS sites and where the Trust has an interest in developments threatening external sites of national importance for nature, with guidance from the policy team.
• Represent the Trust in respect of the topic on national fora.
• Contribute to, and where appropriate lead strategic stakeholder relationships in relation to the topic through engagement with organisations including NatureScot, environmental NGOs, Scottish Environment LINK and relevant Scottish Government departments.
Other relevant duties which may arise

Ways of Working

The Senior Nature Conservation Officers work as a team of individuals taking a national, Trust wide lead on specific topics such as woodland, upland, farmland and marine.
The Senior Nature Conservation Officers will also be the first point of contact on general nature conservation matters including geology and landscape, for staff at selected Trust properties but are not expected to be expert in all conservation areas.
The Senior Nature Conservation Officers report to the Head of Nature Conservation and may line manage project staff, and/or commission contractors.
The Senior Nature Conservation Officers will work closely with colleagues in the Policy and Communications teams, in relation to their topic, to ensure our advocacy messages reach their target audiences. They will lead on their policy topic, with support from policy colleagues.
The Senior Nature Conservation Officers will work closely with colleagues in the Public Engagement and Research Directorate to develop opportunities for engagement with nature, internal research, and external research liaison for their topic and properties/reserves.
The Senior Nature Conservation Officers will represent the Trust’s nature conservation policy and practice on national fora and maintain strategic stakeholder relationships, both in relation to their topic and with the properties to which they are linked.
The incumbent will require a flexible attitude with an ability to prioritise and re-prioritise workload in the face of changing demands. They will be able to work longer hours and/or nights away and have a driving licence, current for driving within the United Kingdom and willingness to travel across Scotland to remote locations.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
• National level expertise and well developed experience in relation to the topic.
• Experience of leading major nature conservation projects.
• Ability to communicate technical ecological information, achieving strategic influence at an organisational level as well as on the ground.
• Experience of coordinating land management planning at a national level in relation to the topic.
• Experience of collating and managing ecological/biological survey data across the full range of standards and methods in relation to the topic.
• Experience of cross organisational and inter organisational partnership working at a strategic level, with an ability to demonstrate integration, influence and personal impact.
• Detailed understanding of current science in relation to the topic.
• Understanding of nature engagement, media and interpretation.
• Experience of developing and maintaining professional networks.
• A degree level qualification or equivalent in a relevant ecological, biological, or environmental discipline.
• Ability to deal with conflicts in organisational priorities, working styles and personality types, including listening, negotiation and diplomacy skills.

Desirable
 Experience of being a nature conservation topic lead or specialist within an organisation.
 A recognised sector specialism, leading a network, county/regional coordinator for a recording scheme or author of published material.
 Experience of policy development & advocacy.
 Published research, guidance or survey, in relation to the topic.
 Experience of ecological audits.
 Experience of fundraising and/or grant applications.
 A relevant postgraduate qualification.
 Experience of planning casework.
 Experience of the Scottish parliamentary processes including committee evidence processes.
 licensed, protected species worker for at least one species/species group.
 Experience of contributing to Scottish Environment Link or government agency policy groups or similar.
 Experience of developing and deploying citizen science projects.
 Experience of delivering practical nature conservation, farming, forestry or marine management on the ground in relation to the topic.
 Experience of line management and/or contract management/procurement.
 Recognised Project management qualification.
 Social media presence in relation to the topic.

DIMENSIONS AND SCOPE OF JOB

People Management
 Guiding regional directors, operations managers and property managers in relation to nature conservation land management standards and risks.
 Networking with partners in peer organisations at a national & strategic level.
 Line management of temporary and project staff, and of volunteers
Finance Management
 Budget management of operational budget up to £50k. Collation of budgets up to £1.5m.

Place in organisational structure:

Director of Conservation and Policy
↓
Head of Nature Conservation
↓
Senior Nature Conservation Officer x 3 (Upland, Farmland & Woodland).

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

Senior Nature Conservation Officer – Woodland

JOB PURPOSE

The National Trust for Scotland is one of the largest land managers in Scotland. The Trust has an exceptionally high level of responsibility for biodiversity, landscape and natural resources, managing many of the most important sites in the UK for nature. Indeed, some are of European and global significance including a World Heritage Site, National Nature Reserves, sites hosting rare and endemic species and some of Scotland’s best loved landscapes.
The land where the Trust has an interest include the full breadth of Scottish geology, landscape and ecology from the benthic zone of the Fair Isle Demonstration and Research Marine Protected Area, several of the largest seabird colonies in Europe, across the machair of the Hebrides to the temperate rainforests of the Atlantic coast. Inland the Trust is custodian of several of the finest assemblages of mountain habitats and species in the UK and iconic landscapes such as Glencoe.
The Senior Nature Conservation Officers have a national remit for nature conservation at the Trust, including leading (through building understanding & consensus), guiding (in a technical sense) and coordinating a particular nature conservation topic, e.g., woodland, upland, farmland or marine.
Working collaboratively with internal and external stakeholders, they develop and deploy nature conservation, strategy, standards, policy, programmes, guidance and support to regions and head office on nature conservation matters within their topic.
The roles also provide general ecological support and advice to selected Trust properties and other wider ecological support as is required to be fulfilled by the team.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Leadership & policy
• Develop and maintain NTS policies and approaches in relation to the specified nature conservation topic, either woodland, farmland, upland or marine (hereafter “the topic”).
• Maintain expert knowledge of external policy and practice in relation to the topic and oversight of its conservation at the Trust, leading knowledge sharing of the topic, for example via networks, working groups, and individual advice.
• Technically guide, support, facilitate and where necessary coordinate nature conservation operations in relation to the topic across the Trust through national programming, linking up as necessary to central support functions.
• Review and develop policy in relation to the topic at the Trust, working alongside Trust policy officers plus other internal and external stakeholders, including the relevant Scottish Environment Link working group.
• Champion the Trust’s policy positions in relation to the topic through the development and delivery of advocacy messages, including through formal consultation responses and communications – where necessary acting as a Trust spokesperson.
Conservation operations, standards and reporting
• Provide tactical advice to national estates and operational teams on the management and conservation of nature at NTS in relation to the topic, typically at and below Operational Manager level.
• Provide technical input, for example prescriptions for nature conservation management.
• Champion best practice and innovation in nature conservation across NTS operations, encouraging energy and focus across the Trust’s conservation work.
• Represent the Trust within partnerships, forming new partnerships where required.
• Work with the fundraising team to identify and secure funding, including agri-environment grants, natural capital investment and charitable income e.g., grants.
• Lead or contribute to nature conservation projects, e.g., technical support to steering groups, identifying suitable activities and developing budgets.
• Responsible for developing land management standards for specific conservation topics, including the Biodiversity Indicator.
• Audit biodiversity indicator performance contributing to reporting against the Trust’s corporate strategy.
• Design and coordinate targeted monitoring programmes as necessary to inform the biodiversity indicator.
• Procure, brief and manage contractors as required, typically for topic specific technical work.
• Be the first point of contact for general conservation land management advice on ecology, landscape and geology, for a selected number of properties and occasionally develop or support activities in areas outside your topic, working flexibly with other Senior Nature Conservation Officers as required.
Public Engagement, Research and External Relationships
• Provide technical input for participation and engagement with nature in relation to supporting colleagues in the Public Engagement and Research Directorate.
• Develop your own and other Trust staff’s research projects and form effective external relationships to facilitate research opportunities in relation to our conservation objectives.
• Develop nature content for Trust media staff. i.e., drafting content for press releases, the Trust magazine and website, collaborating with other internal content creators.
• Undertake planning casework where required for NTS sites and where the Trust has an interest in developments threatening external sites of national importance for nature, with guidance from the policy team.
• Represent the Trust in respect of the topic on national fora.
• Contribute to, and where appropriate lead strategic stakeholder relationships in relation to the topic through engagement with organisations including NatureScot, environmental NGOs, Scottish Environment LINK and relevant Scottish Government departments.
Other relevant duties which may arise

Ways of Working

The Senior Nature Conservation Officers work as a team of individuals taking a national, Trust wide lead on specific topics such as woodland, upland, farmland and marine.
The Senior Nature Conservation Officers will also be the first point of contact on general nature conservation matters including geology and landscape, for staff at selected Trust properties but are not expected to be expert in all conservation areas.
The Senior Nature Conservation Officers report to the Head of Nature Conservation and may line manage project staff, and/or commission contractors.
The Senior Nature Conservation Officers will work closely with colleagues in the Policy and Communications teams, in relation to their topic, to ensure our advocacy messages reach their target audiences. They will lead on their policy topic, with support from policy colleagues.
The Senior Nature Conservation Officers will work closely with colleagues in the Public Engagement and Research Directorate to develop opportunities for engagement with nature, internal research, and external research liaison for their topic and properties/reserves.
The Senior Nature Conservation Officers will represent the Trust’s nature conservation policy and practice on national fora and maintain strategic stakeholder relationships, both in relation to their topic and with the properties to which they are linked.
The incumbent will require a flexible attitude with an ability to prioritise and re-prioritise workload in the face of changing demands. They will be able to work longer hours and/or nights away and have a driving licence, current for driving within the United Kingdom and willingness to travel across Scotland to remote locations.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
• National level expertise and well developed experience in relation to the topic.
• Experience of leading major nature conservation projects.
• Ability to communicate technical ecological information, achieving strategic influence at an organisational level as well as on the ground.
• Experience of coordinating land management planning at a national level in relation to the topic.
• Experience of collating and managing ecological/biological survey data across the full range of standards and methods in relation to the topic.
• Experience of cross organisational and inter organisational partnership working at a strategic level, with an ability to demonstrate integration, influence and personal impact.
• Detailed understanding of current science in relation to the topic.
• Understanding of nature engagement, media and interpretation.
• Experience of developing and maintaining professional networks.
• A degree level qualification or equivalent in a relevant ecological, biological, or environmental discipline.
• Ability to deal with conflicts in organisational priorities, working styles and personality types, including listening, negotiation and diplomacy skills.

Desirable
 Experience of being a nature conservation topic lead or specialist within an organisation.
 A recognised sector specialism, leading a network, county/regional coordinator for a recording scheme or author of published material.
 Experience of policy development & advocacy.
 Published research, guidance or survey, in relation to the topic.
 Experience of ecological audits.
 Experience of fundraising and/or grant applications.
 A relevant postgraduate qualification.
 Experience of planning casework.
 Experience of the Scottish parliamentary processes including committee evidence processes.
 licensed, protected species worker for at least one species/species group.
 Experience of contributing to Scottish Environment Link or government agency policy groups or similar.
 Experience of developing and deploying citizen science projects.
 Experience of delivering practical nature conservation, farming, forestry or marine management on the ground in relation to the topic.
 Experience of line management and/or contract management/procurement.
 Recognised Project management qualification.
 Social media presence in relation to the topic.

DIMENSIONS AND SCOPE OF JOB

People Management
 Guiding regional directors, operations managers and property managers in relation to nature conservation land management standards and risks.
 Networking with partners in peer organisations at a national & strategic level.
 Line management of temporary and project staff, and of volunteers
Finance Management
 Budget management of operational budget up to £50k. Collation of budgets up to £1.5m.

Place in organisational structure:

Director of Conservation and Policy
↓
Head of Nature Conservation
↓
Senior Nature Conservation Officer x 3 (Upland, Farmland & Woodland).

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

Seasonal Visitor Assistant & Evening Guide

Hours: Days available will range from 2 – 4 days per week and will include weekends. Daily shifts will be from 5 – 8 hours per day.
Duration: Fixed Term (April/May – September).
Pay: £10.90 per hour.

Our Visitor Experience department is now looking for a Seasonal Visitor Assistant and Evening Guide who is enthusiastic, with a smart appearance, excellent communication skills and a passion for customer care.

The job is based in our Visitor Centre and on board Britannia. The position can be physically demanding as you will be standing throughout the duration of your shift.

Company benefits include:

– 10% employer pension contribution (no employee contribution).
– 33 days pro-rata annual holiday entitlement.
– Enhanced long service holiday entitlement.
– Life Assurance.
– Performance and loyalty payment scheme.
– Complimentary tickets.
– Employee Assistance Programme.
– Staff discount in the Gift Shop, Royal Deck Tea Room & The Lighthouse Restaurant & Bar aboard Fingal Hotel.
– Free car parking for staff.
– Uniform provided.
– Full training.

Responsibilities include:

– Providing a warm welcome to visitors.
– Interacting with visitors throughout their tour.
– Helping visitors use their audio handset.
– Work as a guide at Britannia’s exclusive evening events and private tours (£40 per event).
– Any other Visitor Assistant duties as required.

If you feel you have the personality, skills and experience we are looking for, then we would love to hear from you.

To apply please send your CV and a short covering letter to: recruitment@tryb.co.uk

Colin Purnell
Visitor Experience Manager

Closing date: 31 March 2023

No agencies please.

Visitor Experience Assistant

About the Tall Ship

The Tall Ship is one of the city’s busiest, vibrant visitor attractions located in the heart of Glasgow at the Riverside Museum and River Clyde. Of the many hundreds of ships built in Glasgow’s shipyards, the Glenlee is one of only five Clyde built tall ships still afloat in the world today and she is the only one of her kind in the UK. We are an independent museum and venue committed to the preservation and interpretation of the Glenlee and increasing awareness of Glasgow’s maritime history for the benefit of local people and visitors to Glasgow.

Role Summary

This is a rare opportunity to join our experienced Visitor Experience Team at the Tall Ship. We are recruiting friendly, enthusiastic individuals with a passion for hospitality and visitor attractions. Previous experience in customer or visitor service, food & beverage or retail is essential. You will be joining a strong team during this busy time and successful candidates will possess outstanding communication skills, a strong eye for detail with an instinctive approach to working with people.

This role is based on board the Glenlee in a front of house setting encompassing the full visitor experience including welcoming visitors at the ticket office, café, gift shop, tours and events space including a licensed bar. Candidates should anticipate working in a fast paced, high volume environment with the over 2000 visitors per day at peak times.

Key Tasks

• Working with colleagues to ensure the effective, efficient and safe running of the ship guaranteeing a high quality, on-brand, visitor experience.
• Expected to ensure every visitor has positive and memorable contact with staff, whether they are individuals, small groups, large groups, school groups, people with disabilities, families etc
• Assist with facilitating family activities and events, contributing ideas and suggestions to enhance the visitor experience.
• Ensure the ship, together with its environs, visitor facilities and equipment are maintained and presented to a high standard.

Key Skills

• Experience in working in hospitality, catering and events in advantageous. A can-do attitude is a must!
• Flexibility is required to fulfil this role as shifts are to suit the needs of the business and range from daytime, back shift and occasional night shifts to cover late night and overnight events
• Ability to enthuse people throughout their visit with great interpersonal skills
• Have good people engagement and communication skills
• Excellent verbal communication skills
• Ability to plan and prioritise workloads
• Good problem-solving skills and be able to work on own initiative
• Ability to manage and respond quickly to customer needs and feedback
• Ability to work as part of a team, to motivate and inspire people
• Ability and willingness to work weekends and occasional evening

This is an ideal opportunity for someone keen to develop and grow in visitor engagement and events management.

To apply please send a current CV and covering letter to lauren.macrae@thetallship.com

Closing date: 24/03/2023

Boat Master

Scottish Canals is looking for a Boat Master to join our friendly team at The Falkirk Wheel!

We are looking for a passionate, enthusiastic, and motivated individual to join our team and work with us.

If you’re interested in boating and working at one of Scotland’s top visitor attractions, then this could be the perfect opportunity for you. The boat crew are front line customer service staff, welcoming visitors and leading them through The Falkirk Wheel boat trip experience.

Our pace, personality and people make us amongst Scotland’s top visitor attractions. From welcoming thousands of international visitors, serving customers and creating memorable experiences.

Full uniform and training will be provided.

Key Duties Include:
• Ensuring compliance with the requirements of the Maritime & Coastguard Agency for the operation of the vessels and also for the maintenance of their Boat Master Licence
• Being aware of, and adhering to, the contents of the Domestic Passenger Ships Safety Management Code.

To be successful you will have:
• Possess MCA Boat Master License or have fulfilled basic training requirements to qualify for assessment of BML.
• Current ML5
• Excellent interpersonal skills
• A real enjoyment for dealing with the public
• A confident, friendly, welcoming, helpful, engaging nature
• The ability to deliver a professional service to customers
• Comfortable dealing with an audience of visitors; including presenting to an audience
• Good time management and organisational skills
• The ability to work well under pressure
• A sense of own initiative with the ability to work effectively as part of a team
• A flexible approach to the role
• Crew member experience

This role attracts salary of £25,700 per annum. You will work on a rota which may include weekends and bank holidays.

Visitor Attraction Associate

The Glenturret Distillery is recruiting Visitor Attraction Associates.

Location: The Glenturret Distillery – Crieff
Contract type: Permanent
Hours: Full time/Part time
Salary: £20,592.00 full time (Part time position pro rata)

We are recruiting for full-time and part time Visitor Attraction Associate positions. This will be on a fixed term contract until October end 2023.
In this role you will be working:
5 days out of 7 with some weekend work.

This is a crucial role within the team, you will deliver industry leading customer service; handle sales and cash; guide visitors around the Glenturret working distillery; warmly greet the visitors, efficiently operate the reception area to promote the Glenturret Brand providing guidance on questions and upselling products alongside assisting in the shop. The ability to work together as a team and have exemplary communication skills are imperative.

Regardless of your experience within tourism if you’re eager to bring on board your communication skills and proactivity, we want to hear from you!
We find that colleagues get the most from their time at Glenturret Distillery when they are the most engaged versions of themselves. And we pride ourselves to be a vibrant work environment welcoming and attracting a diverse range of people.
About you:

The position requires excellent communication skills, and a friendly and accommodating attitude. You have exceptional customer service skills or willingness to swiftly acquire them to become truly visitor focused.
You are great with a range of different people and are a keen team player who enjoys working with and supporting others.
You’re passionate to facilitate an environment where our visitors feel welcome and comfortable; whilst possessing the confidence to actively approach and engage with visitors to understand their needs.
Don’t feel you meet all the criteria? We welcome you to apply even if your experience doesn’t match perfectly. With your transferable skills, you could be the right candidate for this, or other opportunities that we have.

Required Skills:
Must fall into the required shift pattern as deemed suitable to meet business requirements.
Have a flexible approach to the role.
Detail conscious.
Able to work from own initiative.
Excellent time management skills.
Good communicator.
Welcome visitors with special requirements/impairments, providing a level of service in accordance with the Disability Discrimination Act.
Provide information about the Distillery – the history, merchandise, process, offers.
Visitor attraction always presented as an outstanding venue to visit, maintaining a high standard of cleanliness and organisation in both customer and non-customer facing areas.
Complete all training deemed appropriate to ensure effective job performance.
All systems and procedures laid down by each department are followed with detailed accuracy.
Aware of the daily business needs by referring to the appropriate communication channels.
Maximising every opportunity to upsell on experiences and products tailored to the visitors’ needs, ensuring they have the best experience possible.
To build relationships and delight our visitors with a highly engaging and interactive experience within all areas that showcases Scotland at its best.

What we offer:
Fantastic career and development prospects.
• 37 days holiday per year. (Pro rata)
• Double matched workplace pension.
• Death in service assurance
• Uniform supplied.
• Generous on-site discounts within The Glenturret gift shop, The Lalique Boutique,
The Glenturret Café, and The Lalique Restaurant.
• Performance and Company bonus.
• Free onsite parking.
• Cycle to work scheme.
• Discount on gym membership.
• Access to the Glenturret Branded Portal offering external discounts in numerous
retailers, travel, entertainment, fashion, health and beauty, food, and drink.
• Access to an employee assistance programme.
• Use of the Association of Scottish Visitor Attraction membership cards (ASVA).

We are working hard to understand our organisation better and to foster a culture that recognises and values different backgrounds, mindsets, skills, experience, knowledge and expertise. By having greater diversity, we believe that we will be a stronger and better organisation and ultimately will be able to inspire more futures. We therefore welcome applications from those who bring difference.
To apply for this opportunity please email a current CV along with a covering letter to:

recruitment@theglenturret.com

Tour Guide

Deanston Distillery – Tour Guide (seasonal – Full time/Part-time)

Distell International Limited are one of Scotland’s leading Scotch Whisky producers. We are looking to recruit confident and personable individuals as Distillery Visitor Centre Tour Guides to communicate the story of Deanston single malt whisky, conduct tours of the distillery and serve in the distillery shop.

JOB DESCRIPTION

Job Title: Tour Guide

Department: Deanston Distillery Visitor Centre

Working as part of the Distillery Visitor Centre Team, you will be required to ensure the highest levels of customer service by welcoming, informing and enthusing our visitors during their visit of the distillery, consistently delivering a memorable and enriching experience.

Main functions (accountabilities):

Include but not limited to:

 Demonstrate a pride and passion for Deanston Distillery, Scotch Whisky and other Distell brands
 To engage visitors in the Deanston Distillery Scotch Whisky Experience accurately, informatively and emotionally.
 To support the development of the Deanston Distillery Visitor Centre (DVC) through the Scotch Whisky Experience, the DVC Retail Store and The Coffee Bothy (TCB)
 To help provide a coordinated and professional level of service to our customers at point of contact.
 To ensure that the DVC is clean and functional at all times (including visitor reception area, retail store, cafe, tasting room, toilets, storage cupboards etc.)
 To work within the standards of Deanston DVC’s health and safety policy.
 To carry out other reasonable duties/tasks as required to deliver and meet the objectives of the DVC. This will include working at weekends, occasional evening work in the corporate and online facilities.

Qualifications and Experience: This position requires an enthusiastic outlook and a flexible approach to work. Great people skills and an ability to follow instruction to ensure the highest level of team performance are key attributes required to maintain and develop our unique Brand Heritage Experience at Deanston Distillery.

Key Performance Measurements
 Delivery of the Deanston Distillery Scotch Whisky Experience.
 Consistently high customer feedback via visitors book, website, social media etc.  All communications with the Assistant Manager, Visitor and Retail Team are maintained and fulfilled within the appropriate time lines.

Relationships:
Internal: Deanston Distillery, Sales, Marketing, Customer Services and Finance.
External: The general public; external vendors and suppliers; local community organisations

Key Skills 1. To demonstrate a pride and a passion for Deanston distillery and Scotch Whisky in general. 2. To display confidence with face-to-face contact with visitors within the distillery visitor centre experience including distillery tour, distillery shop and distillery corporate facility. 3. To demonstrate an appetite and enthusiasm for learning, continually developing your own knowledge of Deanston distillery and Scotch Whisky as well as furthering your own levels of customer service. 4. The ability to communicate the above knowledge and entertain visitors, delivering an authentic Deanston whisky experience. 5. To display a high degree of flexibility, adaptability and ability to work within a close team. 6. A flexible approach to hours of work over a seven day working week is required and some evening work will be integral to this role.

Qualifications and Experiences: Whisky knowledge is not a necessity for the position as our training will take care of explaining the uniqueness of Deanston’s single malt whisky, its history, its people and the skill of the scotch malt whisky process itself. Ideally we are looking for people with an enthusiastic outlook, a flexible approach to work and great people skills to help us build and develop our new whisky experience at Deanston distillery. An ability to speak an additional language would be a distinct advantage. It is expected that the successful candidate will be a team player with a “can do” attitude and who thrives on a busy workload.

If you are interested in applying for this job, please send your cv and cover letter to info@deanstondistillery.com

Holiday Let Cleaner

Temporary contract
March to September
£Competitive

Buccleuch is a diverse and innovative business with a passion for sustainable land use in rural Britain. People are at the heart of Buccleuch, in particular, our colleagues, tenants, customers and visitors. Our commercial enterprises, including leisure & hospitality, agriculture, forestry, energy, rural estates and commercial property, provide approximately 500 jobs in local communities.

We are looking for a proactive individual to assist with cleaning and turn-around of our beautiful self-catering holiday properties on our picturesque Drumlanrig Country Estate. Our guests expect the highest standards of comfort and cleanliness; if you are passionate about helping us achieve these, we want to hear from you!

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

Candidates must hold a full UK driving licence. While hours of work will vary depending on bookings, we estimate these will be around 12–15 per week, between 10am and 4pm usually on a Monday, Wednesday, and Friday. The initial contract will commence in March until the end of September and there may be an opportunity to extend beyond this depending on business needs.

We would also be happy to hear from local companies who are able to provide cleaning services.

Interested? To apply, please email your CV and a covering letter to recruitment@buccleuch.com.

The closing date for applications is 17 March.

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

Retail Sales Assistant

2022 was a phenomenal year for our charity and its parks as we launched a new Royal Zoological Society of Scotland (RZSS) strategy pledging to reverse the decline of at least 50 species by 2030.

At our Highland Wildlife Park, we saw our polar bear cub (Brodie) take his first steps outside, welcomed the arrival of three snow leopard cubs, continued our fantastic work on the saving the critically endangered pine hoverfly and had a very successful first breed season of our Scottish Wildcats with 22 kittens being born… and that’s just in one year!

If you would like to get involved, come and work on the wild side and help protect, value and love nature.

We are looking for a Seasonal Retail Sales Assistant to join our team at Highland Wildlife Park. In this role you will be helping with cover for our peak Spring and Summer period,the role is expected to last 6 months and include part time, variable hours, with some weekend work. Read on to find out more!

The role

Providing a first-class sales and customer service experience to all visitors at RZSS Edinburgh Zoo and by providing information and assistance and ensuring an environment that is engaging and well maintained.

Some of the things you’ll do:

Provide first-class customer service by maintaining a positive, welcoming environment, proactive and helpful attitude to all visitors at all times, meeting or exceeding our Customer Service Standards.
Operate retail systems efficiently and effectively to both sell and upsell products.
Ensure all front of house areas and other RZSS retail outlets are maintained to the highest standard, ensuring stocks are regularly replenished, all areas are clean and clear, all products are displayed and merchandised as directed.
Operate the tills efficiently and assist with the counting and recording of monies to agreed standards.
Occasionally provide assistance in other operational areas including events, car parking and driving visitor passenger vehicles.

What we’re looking for:

Good achievement in standard grades (or equivalent), including English and Mathematics.
Accurate numerical reasoning skills and attention to detail.
Engaging customers empathetically to link or upsell our products.
Use of electronic cash till.
Providing first-class customer care and service, including dealing with customer queries.
Previous work in a range of retail activities.

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

Brand Homes Duty Manager (Edinburgh Gin)

Brand Homes Duty Manager (Edinburgh Gin) Opportunity!

Our brand new role within Edinburgh Gin – Brand Homes Duty Manager, will report to our Distillery Experience Manager (Edinburgh Gin). The role holder will be part of the sites management team and be responsible for leading the established team of Distillery Ambassadors, in the delivery of tours, tastings, events, trade visits and all visit related activity to a high standard. It truly is an exciting time for our Brand Home and this could be an excellent opportunity for someone who has true passion and is dedicated to providing an exceptional visitor experience in a warm and friendly environment.

It’s hugely exciting times for all of us here at Ian Macleod Distillers and we are therefore looking for kindred spirits to join us as we embark on this journey!

In order to be considered for this opportunity, we are looking for candidates who have previous experience in a similar role to ours and can clearly demonstrate they have exceptional customer service and people management skills, ideally within a visitor attraction and/or hospitality environment. Previous experience within the whisky and spirits industry would be beneficial but not essential.

We are looking for someone with a charismatic, warm and engaging personality, who is able to lead a successful team of individuals, establishing a warm and friendly culture. An effective communicator who can build strong relationships, and work together with the team to deliver a seamless service which will excite and delight our customers. We are looking for candidates who have an eye for detail and a drive for ongoing improvement!

We operate annualised hours, therefore previous experience of managing these operationally would be advantageous.

Candidates must also have a true and authentic passion for our Edinburgh Gin brand and be able to help translate brand values and ethos throughout all aspects of the operational world.

This is a rewarding role with a competitive salary and excellent staff benefits. If this role appears to be ‘right up your street’, then we’d love to hear from you…

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out!

Visitor Services – Food and Beverage

Purpose of the role

The National Trust for Scotland opened stage one of a ten-year conservation program in summer 2019. The Hill House is now protected by a steel frame structure which incorporates walkways over the house and a new visitor center and café which delivers a unique heritage visitor experience.

We are looking for talented and customer focused individuals to join our team and to help us make The Hill House a 5* Visitor Attraction

We are looking for people who have experience or a keen interest in Catering.

KEY RESPONSIBILITIES

To provide a consistently high standard of visitor care when –

• Welcoming visitors to the café and working in an efficient and knowledgeable manner
• Welcoming 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
• Promoting the National Trust for Scotland and the benefits of membership.

To maintain excellent standards of site and personal presentation –

• Ensuring the café is fully stocked and set up daily
• Wearing correct uniform, name badges, or PPE as required
• Working in harmony with other departments within the property

Financial responsibilities –

• To adhere to all financial procedures to include till operations and cash reconciliation duties
• Help achieve sales targets and membership recruitment targets
• Upsell products within the café
• Actively feedback visitor comments to line managers to improve offer, service and operation

Health and safety –

• To ensure the site meets with the Health and Safety legislation in liaison with your department manager
• To ensure that visitors vacate the site at close of business and site is secured at end of the day

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential –

• Ability to work within a team, with minimal supervision, to a high and safe standard
• Ability to be flexible and adapt to various working patterns
• 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
• Ability to be proactive and to take the initiative
• Excellent personal presentation

Desirable –

• Demonstrable experience in sales, EPOS systems and cash handling/reconciliation
• Experience in a customer facing role
• Catering 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 his/her general abilities.

Visitor Services Supervisor – Functions & Events

Do you have a passion for delivering five-star hospitality and events, in one of the most breathtaking buildings in Scotland?

Fyvie Castle has a rich history of providing outstanding hospitality and we are looking for an experienced and talented Functions and Events manager to join the team and continue this tradition.

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.

Set within extensive grounds, this imposing 800-year-old fortress, with Raeburn portraits on the walls and wildfowl in the loch is one of the most impressive Castles in the country and is a fabulous place to soak up the atmosphere of old Scotland.

Spread over various floor, Fyvie Castle boasts a range of private dining and entertainment space, as well as one of the most impressive interiors that oozes history and character, making it idea for weddings and corporate events and functions.

PURPOSE OF THE ROLE

To further develop and drive hospitality in its corporate and commercial capacity whilst maintaining and enhancing access to all.

The Functions & Events role at Fyvie Castle is pivotal to ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for opening arrangements, functions and events, is the “face” of the Trust to visitors and corporate/private-hire clients.

As such, they directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

The successful candidate will be expected to work long and unsociable hours on occasion to achieve tough financial objectives. They will be outgoing, assertive and approachable with a flair for innovative ideas and deliver exceptional levels of customer services at all times.

KEY RESPONSIBILITIES:

• Planning and operational delivery:
o In conjunction with the Annual Operating Plan and the Operations team, create and deliver a strategy to achieve specific financial and reputational objectives.
o Continue to expand and develop the ongoing yearly event plan
o Maintain and record all communications pertaining to all functions and events.
o Co-ordinating with all departments to ensure an efficient delivery of customer services during functions and events
o Execute the functions and events in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
• People management:
o Liaise with new and existing stakeholders and initiate partnerships to increase awareness of our heritage.
o Build relationships of trust for all clients from inception to delivery to provide exceptional customer service.
o Line management of the Functions & Events Assistant
o Support the operational team with the recruitment; induction; development; and management of the castle’s seasonal staff 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.
o Supervise services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensures the safety of staff, volunteers, visitors and others.
o Deputise as Duty Manager
• Direct management of the heritage:
o Ensure that access arrangements to the Castle (in particular) are coordinated with the Collections Care Assistant, and are consistent with the Trust’s policies and procedures for collections conservation and management, and buildings repair and maintenance on the advice of its specialists (e.g. Conservators, Curators, Building Surveyors).
o Ensure each and every event promotes the Trust’s Strategic Themes
• Business Management & Administration:
o Create and support others’ financial/commercial initiatives that ensure the property’s drive for sustainability.
o Ensure that the administration activities for visitor services at the property is carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety and finances; and general correspondence/record-keeping etc. N.B. This will include cash-handling and banking activities.
• Health, Safety & Environmental (HS&E) Management:
o Demonstrate responsibility and accountability for H&S relating to visitor services and castle activities , embedding the Trust’s “Safe System of Work” and through active management of procedures (Risk Assessment, CoSHH, HACCP, RIDDOR, reporting), people (staff, volunteers, visitors), tools/equipment, and the site itself.
o Demonstrate responsibility and accountability that visitor services and castle working practices are in line with the Trust’s “Environmental Policy” and mindful of the Trust’s obligations to minimise the impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.

Split key responsibilities:

Duty Management Hospitality and Events Management
• Develop and promote – in conjunction with the Operations team initiatives that enhance the day-visitors’ experience and demonstrate an appropriate “return on investment” to contribute to the property’s financial sustainability;
• Undertake direct and indirect interaction with day-visitors; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care;
• Ensure that arrangements for the property’s opening are carried out consistently with published information, and that ad hoc access to the property is arranged for educational/other tour groups, and maintenance/repair/conservation activities.
• Support with the ongoing management of the holiday apartment, including liaising with customers, housekeeping and contractors.
• Shared responsibility for weekly banking reconciliation, cash handling and statistic reporting. • Develop and promote – in conjunction with the Operations Manager and the Visitor Services Supervisor – corporate/private-hire business, and a program of special events that demonstrate a “return on investment” to contribute to the property’s financial sustainability;
• Undertake direct and indirect interaction with corporate/private-hire clients, and those attending events; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care;
• Ensure that efficient arrangements are made for the property for events, and corporate/private-hire;
• Coordinate, supervise, and personally participate in the staffing of corporate/private-hire functions and events, and with the advice and support of specialist/advisory staff and volunteers.
• To act as Duty Manager on a shared basis, which will involve weekend and evening work.

SCOPE OF THE ROLE

Financial Management :

• The post holder will be required to business case all activities and to deliver the functions and events within the pre-agreed budget.
• Income Functions & Events c. £90k
• No budget holding responsibility, however, the post holder will be required to use Trust financial systems for the purposes of expenses and the raising purchase orders.

People Management
• Welcoming and provision of facilities for c.105,000 visitors per season at Fyvie Castle.
• Working closely with specialist Trust staff (especially: commercial, conservation, marketing, health & safety, human resources) based at local and central support bases to ensure Trust policies and standards are implemented.
• Line management of Functions & Events Assistant.

SKILLS, KNOWLEDGE & EXPERIENCE

The above outlines the key skills the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential:
• Significant previous experience of working in a visitor/heritage attraction – ideally including supervision of staff and/or responsibility for specific activities
• Demonstrable experience in the hospitality sector
• Event Management experience demonstrating organisational and coordination skills
• Significant sales experience with the ability to negotiate effectively
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions
• Excellent team-worker with the ability to work constructively between different teams, and lead/motivate others
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands
• Excellent interpersonal and communication skills combined with confidence in dealing with a wide range of internal and external customers
• Hard working with a keenness to work flexible hours including evenings and weekends
• The ability to think and act quickly when confronted with emergencies
• Competent user of Microsoft Office products

Desirable:
• A formal qualification in Hospitality or Event Management
• Demonstrable experience of delivering high quality service within a performance indicator environment.

The Key Responsibilities, Scope of Job, and required 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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