Visitor Services

Brand Homes Retail & Admissions Manager (Edinburgh Gin) Opportunity!

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!

At present we have a dedicated Edinburgh Gin retail store on Hanover Street, Edinburgh, with our visitor centre close by, on Rutland Place, which also holds a small retail area. However, through our expansion plans with our new distillery and visitor attraction which is set to open on Market Street in early 2024, we are looking to further refine our retail, merchandising and ticketing offering, and are therefore looking to appoint a brand new role of Retail and Admissions Manager (Edinburgh Gin) which will report into our Brand Homes Manager (Edinburgh Gin).

The role holder will specialise in retail, merchandising, secondary brand-led product development and procurement, and be responsible for leading the Retail and Admissions team to deliver a warm welcome and an exceptional visitor experience through the admissions and retail journey. Setting high standards of customer service and retail to ensure that we deliver on brand’ experiences to delight and excite consumers, doing so with profitability and commercial viability at the core. It truly is an exciting time for our Brand Home and this could be an excellent opportunity for someone who has a true passion for retail and wants to share in this journey!

Our ideal candidate…

In order to be considered for this opportunity, we are looking for candidates who can clearly demonstrate that they have previous experience in an operational retail management and merchandising role, similar to ours (ideally within a premium retail outlet). Previous experience within visitor centres and/or within the gin and spirits industry would be advantageous. We are looking for someone with strong commercial acumen and an ability to analyse data and feedback, bringing innovative ideas and solutions to increase profitability of the Brand Home through retail and ticketing, whilst adhering to and being responsible for all compliance and administrative processes. Being an effective communicator who can build strong relationships across the wider Brand Home, production and brand management teams, and with our external suppliers, will be essential to your success. The role holder will have strong leadership and people management skills, with the ability to impart their retail, merchandising and excellent customer service skills, knowledge and experience, through people development and leading by example. We operate annualised hours, therefore previous experience of using 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 retail, merchandising and ticketing.

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!

Distillery Ambassador Opportunities!

We currently have an exciting opportunity for a fun, energetic and enthusiastic individual to join our family as one of our prestigious Distillery Ambassadors at our Edinburgh Gin distillery. As a Distillery Ambassador, you will be a true advocate of Edinburgh Gin, delivering engaging distillery tours and tastings, virtual experiences, retail and event work.

We have a multi award-winning premium gin and our visitor experience is rated on Trip Advisor as one of Scotland’s top-rated tourist attractions! Our Edinburgh Gin Distillery can be found in the bustling Westend of its home city.

We’re looking for someone who is charismatic, can use their own initiative, has a positive work attitude and a strong focus on providing an exceptional visitor experience. Our experience offering is varied and our visitors come from all over the world to learn about Edinburgh Gin, so the ability to adapt and build rapport with different groups is essential. Typical daily tasks include hosting tours, guiding guests through in-person or online tastings, and assisting with the preparation and clearing down of experience spaces on-site.

Our Distillery Ambassador role is a varied and rewarding role so… if this type of role excites you then we’d love to hear from you!

The working pattern is flexible hours on an annualised basis and will include weekend and occasional evening work. We are an equal opportunities employer, however unfortunately due to the age of the premises the distillery is not currently wheelchair accessible. Candidates must also be able to demonstrate that they currently have the required documents to live and work in the UK.

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!

Brand Homes Distillery Experience Manager (Rosebank) Opportunity!

As we near the end of our construction activities, it is now time for us to prepare for the opening of our new and much anticipated Brand Home. We are therefore delighted to now welcome applications for our brand new Distillery Experience Manager (Rosebank) role.

This is a unique opportunity given this is a brand new visitor attraction, whereby the successful candidate will play a key role in establishing and bringing the vision for our brand home to life, whilst supporting with the operational preparation and milestones as we countdown to the opening date, ensuring we are able to truly able to delight and inspire our visitors when the doors open.

Reporting to our Brand Homes Manager (Rosebank), the role holder will be part of the sites management team and be responsible for leading the Duty Managers and Distillery Ambassadors, with overall accountability for 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!

Our ideal candidate…

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 extensive operational and people management experience, 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 build and inspire a successful team of individuals, establishing a warm and friendly culture, whilst using their own creative flair to support in the development of our tour programme which will delight our visitors. An effective communicator who can build strong relationships, with an ability to influence and someone who can support their team through change. Coaching and developing their team and leading by example to deliver exceptional customer service is essential, along with analysing data and solid commercial awareness.

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 Rosebank 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!

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 Admissions, Tours, Retail, Catering and Events activities making the property 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 or catering purchase in a friendly, efficient and knowledgeable manner;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• Providing information about the site, its history, contents, offers and merchandise;
• Promoting National Trust for Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

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

Retail/Catering/Events/Cashier duties (where applicable)
• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
• To assist with Heritage Hospitality events. Staff may be asked to work through into the night hours.

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 role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in a catering based role, delivering impeccable customer care and food safety standards.
• Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Demonstrable excellent time management skills and the ability to prioritise.
• Flexible, helpful outlook to customers and colleagues.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Living the values of the National Trust for Scotland and encourage colleagues to do the same
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.
o A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable
• Experience in storytelling and a passion for Scottish heritage and history

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

JOB PURPOSE
To contribute to keeping the National Trust for Scotland’s (NTS) upland path network at high standards of maintenance and design in order to protect natural heritage and enable people to have a great experience when they choose to visit the upland Properties for which we care.

Overall, this will be in pursuit of the National Trust for Scotland’s vision and strategic objectives:

Vision: Scotland’s heritage will be valued by everyone and protected now and for future generations.
Objectives:
• Protect: To protect and care for Scotland’s heritage.
• Experience: To provide opportunities for everyone to experience and value Scotland’s heritage.
• Promote: To promote the benefits of heritage.
• Support: To create an efficient sustainable business which supports our conservation needs.

For this job in particular, this means:
Working as part of the Path Team is a national role across the Trust’s upland properties including but not limited to Glencoe, Ben Lawers, Ben Lomond, Torridon, Kintail, Goatfell and Mar Lodge Estate National Nature Reserve. To maintain the Trust’s upland path network through targeted restoration and maintenance tasks. Under the day-to-day direction of the path team leader and in liaison with others as necessary, the work will include clearing drains, re-surfacing works, repairs to damaged stonework and all aspects of upland path construction and maintenance works.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The key purpose of the job is to ensure that all upland paths are maintained to a high standard through maintenance, repair, and construction of upland paths to industry standards while being conscientious about conservation, the environment, visitors, and your surroundings.

The Path Worker will be responsible for and aware of their own health and safety and that of the team, volunteers, contractors, and visitors. They will assist in developing a culture of safe working, as well as contributing to the overall conservation and development of the Trust’s Properties and their enjoyment by visitors and supporters. The Path Worker will feed into publicity and fundraising campaigns and help promote the Footpath Fund whenever possible. They will also participate in and contribute to the smooth running of the team both on site and in accommodation when working away.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
Essential – Full driving licence.

Desirable:
• SQA level 2 in environmental conservation or higher.
• Mountain leader certification.

Skills, Experience and Knowledge
Essential –
• Path Work across a range of types of upland and/or remote country landscapes.
• Interpersonal communication skills including a personable manner with the public.
• Working and living for periods in a small team

Desirable
• Previous experience working in an upland / countryside path team.
• Navigation and mountain awareness skills – mountain leader experience.
• Background in environmental conservation work, particularly in Scotland.
• Knowledge of GIS systems or digital mapping.

DIMENSIONS AND SCOPE OF JOB

Footpath work involves a mixture of repair/maintenance/improvements at the Trust’s upland properties which are often in remote upland/mountain locations where vehicular access is not possible (or appropriate for conservation reasons). Occasionally, materials and equipment may be dropped-in by helicopter, but the team generally “walks in” (and out) with the tools/equipment it needs, often over several miles As part of the Trust’s approach to path repair/maintenance, the team sources materials locally, manually moving stone/gravel/turfs from areas adjacent to the path to be repaired/maintained, and into position to make the path feel as “natural” and “in keeping” with its natural surroundings as possible. The work is strenuous and takes place in all weathers (unless conditions make it unsafe to do so).

The 4-person team is based in Glencoe, (or at least the work’s truck is) but usually spends several consecutive days/nights per week at other properties, so as well as working together the team regularly lives together in basic shared accommodation. Occasionally the team will work with contractors and volunteer groups.

A typical working week might involve:
• Team departs from Glencoe at 8am Monday morning, (depending where you live will determine if you have to make your own way to site or meet at Glencoe) drive to property, walk tools in to site and begin work, gather stone, dig out path tray, cutting turf etc. (lunch and refreshments are all taken on site and are the responsibility of the individual to prepare).
• Team returns to accommodation at or near the property, often in self-catering accommodation, for 6pm where the team are “off duty”. Evening meals are the responsibility of the individuals to prepare / obtain. Allowance for expenses is given by NTS.
• Tuesday – 8 till 6 on site and return to nearby accommodation.
• Wednesday 8 till 6 on site and return to nearby accommodation.
• Thursday work on site until approximately 3pm, secure site then returns to vehicle and drive back to Glencoe for 6pm. Clean up and packing on the Wednesday night to free up the accommodation by 8am Thursday morning.

This is a typical pattern only, the work will vary, e.g.: there may be some weeks when training or attendance at central Trust meetings mean few or no days on the hill during the week.

Scale
National across l the Trust’s upland and remote Properties. There are 460km of path in the Trust’s upland network and the Path Worker will experience every meter at some stage in their career with the Trust.

People Management
 Not a line manager, but occasional supervision of volunteers/apprentices/work experience or other work parties.
 Works closely with other staff members.
 Regular interaction with members of the public of all ages and abilities.
 Occasional working with external contractors.
 Liaison with property staff and external organizations.
 You will be expected to assist and feature in NTS publicity and fund-raising initiatives.

Finance Management
• Not a budget-holder but will be expected to take responsibility for the careful and effective management of Trust tools, materials, equipment and resources. And fill in expense claims accurately.

Tools/Equipment/Systems
• Frequent user of driven vehicles such as team vehicle.
• Infrequent user of ‘powered’ tools such as power barrow.
• Frequent user of hand-tools such as spades, mattocks, pinch bars, winch, sledge and dyking hammers.
• Regular user of IT (CoreHR people’s system)

Example key performance indicators and targets
• Ability to keep up with the team once trained.
• All work carried out to industry standard and passed by competent path manager.
• Weekly targets set by team leader, for example: clear XX path drains, repair XX features and build XX meters of path.
• Yearly targets set by Path Manager, for example: maintain Glencoe paths XX to XX to a high standard by the end of the year, these will be discussed in detail during the probationary period.

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.

We’re looking for enthusiastic, dedicated, proactive, customer-focused team members to come work with us at our award-winning visitor attraction. Camera Obscura & World of Illusions is a world-class visitor experience, in the heart of Edinburgh.

Camera Obscura & World of Illusions is Edinburgh’s oldest purpose-built visitor attraction, situated at the top of the Royal Mile. The attraction is a 5-star VisitScotland-rated visitor experience consisting of a historic Victorian Camera Obscura, 5 floors of interactive exhibits, rooftop terrace, reception area and Gift Shop.

The attraction is a ‘must-visit’ for families and adults from all over the world and due to its popularity has the longest opening hours of any attraction in Edinburgh .

Part of Visitor Centres Ltd, the company also manages Landmark Forest Adventure Park in Carrbridge, Inveraray Jail and Landmark Press.

Benefits:
Pension: 2% contribution for first 6 months of employment, rising to 10% thereafter
Holidays: 29 days annual holiday pro rata
Discretionary annual company bonus
Camera Obscura & World of Illusions is a Living Wage employer and offers all staff contribution towards uniform, breakfast while on shift, refreshments throughout the day and seasonal team meals. Staff get a generous discount in the Gift Shop and free entry for friends and family to visit the attraction, as well as free entry to sister attractions Landmark Forest Adventure Park and Inveraray Jail. Access to ASVA passes for discounted entry to Scotland’s other top attractions.
Flexible working options and a variety of shift patterns are available.
Staff are given full training and offered personal development and training opportunities. Staff are also offered access to our employee assistance programme, providing access to information, advice, and answers to a range of workplace and personal issues.