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Visitor Services

Visitor Services Supervisor – Weddings & Events

CONTEXT

We are looking for an experienced and talented individual to join the management team of our fantastic property, Pollok House. 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 providing them with the greatest visitor experience. Set within Pollok Country Park, Pollok House is Glasgow’s “country house” and is a fantastic place to soak up the atmosphere of Scotland’s history. With its beautiful gardens, popular park café, famous art collection, busy functions business and events programme, Pollok House is a popular family-friendly visitor attraction in Scotland’s largest city. Pollok House 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 ideal for weddings, corporate events and functions.

KEY PURPOSE
The Visitor Services Supervisor – Weddings & Functions will develop and drive hospitality in its corporate and commercial capacity (weddings, private hire and corporate events) whilst working in conjunction with colleagues a busy programme of public events and activities. The ideal candidate will be comfortable in selling our facilities and securing business to meet out budget targets and equally comfortable in operationalising these bookings.

The Visitor Services Supervisor plays a pivotal role ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for weddings and functions, is the “face” of the Trust to visitors and corporate/private-hire clients. As such, they directly influence 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.

This role will be a key support within a team of duty managers for daily operations, experience of duty management within a visitor attraction or hospitality setting would be beneficial.

KEY RESPONSIBILITIES

• Wedding & Function Management:
o Develop and promote – in conjunction with the Visitor Services Manager – weddings, corporate/private-hire business, and any external events that demonstrate a “return on investment” to contribute to the property’s financial sustainability.
o Undertake direct and indirect interaction with couples, corporate/private-hire clients, and external event organisers; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care.
o Ensure that efficient arrangements are made for the property for weddings, functions, and corporate/private hire.
o Coordinate, supervise, and personally participate in the staffing of weddings, corporate/private-hire functions and external events, and with the advice and support of specialist/advisory staff and volunteers.
o To support on occasion other weddings and function across the Glasgow cluster of NTS properties.
o To act as Duty Manager on a shared basis, which will involve weekend and evening work.

• Operational support
o Compliance checklists and walk round procedures/ daily- weekly- monthly
o Identify issues to smooth running of daily operations and co-ordinate with IT/ Facilities Manager as appropriate to resolve any issue (e.g., EPOS, blocked toilet, water leak or power cut)
o Customer complaint handling, both handling informal issues and providing information for escalation/formal complaints
o Group bookings/ event/ function – supporting delivery where needed
o Accept and good receipt deliveries and/or pass over where appropriate to colleagues
o Security of building, retail stock, collections
o Daily banking, incl. weekly Loomis collection
o Fully aware of daily activity noted in Property Calendar- and co-ordinate any specific requirements to the staff teams
o Handover to other managers at the end of the day (via note or email)
o Be available on radio for staff team support
o Escalate any issues as appropriate to Operations Manager

• Planning and operational delivery:
o In conjunction with the Operations Manager and VSM, create and deliver a strategy to achieve specific financial and reputational objectives.
o Expand and develop a three-year business development 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 weddings and functions in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
o Ensure that access arrangements to the House (in particular) are coordinated with the Visitor Services Manager and wider management team, 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).

• 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 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

• 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 Weddings, Corporate/private-hire business and external events at the property are carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety and finances, including accurate invoicing, and ensuring payment is received for all function activities; and general correspondence/record-keeping etc.

• Health, Safety & Environmental (HS&E) Management:
o Demonstrate responsibility and accountability for H&S relating to Weddings, Corporate/private-hire business and external events, 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 Weddings, Corporate/private-hire business and external events 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.

Your role is not one for which the duties/responsibilities/accountabilities of the role require you to become a member of the Protection of Vulnerable Groups (PVG) scheme.

SCOPE OF JOB

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.
 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

 The post-holder is not a line manager but will assist in a supervisory and leadership role within the team
 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.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential
• Event Management experience, ideally including significant wedding experience, demonstrating organisational and coordination skills
• Significant previous experience of working in a busy venue – ideally including supervision of staff and/or responsibility for specific activities
• Demonstrable experience in the hospitality sector
• 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.
• Personal License Holder (or willingness to train)

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

PURPOSE OF THE ROLE

To provide operational coordination and supervision of catering, retail, visitor services, and events at in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES

• Responsibility for the Line Management of the Visitor Services Team and Volunteers
• Responsibility for the sites opening and closing procedures
• Sharing the benefits of Membership with ticket holders and always actively looking at innovative and interesting ways to encourage Membership recruitment. Actively promote the work of the NTS and the value of NTS membership to existing and potential members
• Ensure the highest level of customer service and overall visitor experience
• Responsibility for coordinating Travel Trade groups and private tours of the property
• Maximise visitor enjoyment by demonstrating an understanding of the property through engaging visitors with the history of The Hill House and ensuring the property social media is managed to generate interest, engagement and help drive visitor numbers
• Be mindful of security needs of the property and its contents, minimising opportunities for theft or damage through diligent monitoring of visitors and the implementation of security measures (e.g. locking up procedures etc.)
• Delivery of a broad range of high quality guided tours and talks for the general public and organised groups
• Be aware of the conservation needs of the property and its contents and minimise the risk of accidental damage through engaging with visitors and the implementation of appropriate conservation measures
• Share in the common responsibility of implementing the Trust’s Health & Safety policy, being mindful at all times of health & safety of self, staff, volunteers, and visitors
• Share in the common responsibility for the safe evacuation/management of colleagues and visitors in the event of a fire or security alert or alarm
• Responsibility for the day to day financial administration on site, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of the banking processes, reporting of working hours for payroll, collection and reporting of visitor numbers.
• Duty management responsibilities which include the overseeing of the day to day operation, deputising for the Visitor Services Manager on-site and off-site as required, housekeeping, maintenance and safety and security of the Property and grounds, ensuring sites are clear of debris, rubbish etc and that signage is befitting of a Trust property, liaising with contractors on projects and works carried out on site

SCOPE OF ROLE

People Management
• Line manager of up to 9 Visitor Services Team Members and Volunteers
• Will have daily interaction with colleagues and members of the public of all ages and abilities

Financial Management
• Not a budget holder.

Essential
• Previous supervisory experience
• Cash handling experience
• Epos user
• A personal commitment to excellence in customer care with the ability to enthuse and motivate others
• Must be a very able and enthusiastic communicator, in particular verbally
• Must have a genuine understanding of and belief in the work of the NTS and demonstrate a keen interest in the organisation and its core values
• Ability to adjust pace to match customer flow without compromising quality of service.
• Excellent front of house persona- warm, welcoming, patient and understanding, ability to communicate conservation works
• Excellent selling skills
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take initiative
• Ability to work within a team or independently, with minimal supervision and to a high standard
• Experience of working with volunteers
• Ability to be flexible, in particular to adapt to working patterns and tasks
• An awareness and understanding of the careful approach required when working with fragile historic interiors and collections
• Strong organisational skills and ability to manage multiple tasks and prioritise
• Awareness and understanding of the security issues, both personal and property-specific

Desirable
• Previous experience or volunteer experience in museum, tourism or conservation sector
• Previous experience in a commercial environment
• An understanding of health and safety legislation and emergency procedures
• Proficient user of Microsoft Office software
• Experience in developing event/specialist talks
• Experience delivering public tours or talks
• First Aid

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

Visitor Services Assistant – 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 Assistant

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.
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 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; 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/Cashier duties (where applicable)
• To ensure good housekeeping of the museum and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/admissions/membership 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 and break-down of events in liaison with the Visitor Services Manager.
• 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
• 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
• Demonstrable experience in a customer-facing retail based role and or a catering based role, delivering impeccable customer care through excellent inter-personal skills.
• 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.

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 – Retail

PURPOSE OF THE ROLE

Brodick Castle is an idyllic island destination and visitor attraction on the Isle of Arran. As one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this stunning property and its history. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS. This person is frequently in contact with visitors and as such is an ambassador for the Trust, exhibiting consistently excellent customer services while actively promoting the Trust’s aims and services.

KEY RESPONSIBILITIES

RETAIL MANAGEMENT

• Ensuring the highest level of customer care at all times.
• Actively seeking new opportunities for retail development to enhance both the visitor experience at the property and the contribution it makes to the property’s overall income stream.
• Co-ordinating (and actively participating in) the operation of the shop, including (but not limited to):
o Opening/closing procedures
o Maintenance of a pleasant and safe retail environment
o Stock ordering and control
o Merchandising
o Counter service
o Cash handling/reconciliation
o Reporting of income/statistics
o Administration and banking
o As required, maintain the cleanliness and tidiness of the retail area
o Ensure that the retail strategy and budget is managed and delivered
• Managing the retail team members (including volunteers) such that they are guided, supported, trained, developed and valued as key players for the delivery of customer and business requirements.
• Embracing all organisational training required to be taken as part of the role.
• 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.
• In accordance with the property’s procedures, sharing in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm.

SCOPE OF ROLE

Technical Knowledge
• Will need to undertake end-of-day/end-of-week till procedures and cash reconciliation.
• Maintenance of administration processes, for which training will be given.

People Management
• Supervisory/ line management responsibility (including volunteers)
• Will need to communicate efficiently with both internal and external customers

Financial Management
• Will have sales target and budget responsibility:
• Considerable use of Trust financial systems.

SKILLS, EXPERIENCE & KNOWLEDGE

The below outlines the key skills and behaviours the job holder will need to possess and exercise:

Essential
• Must have sound working experience dealing effectively with a wide range of people in a public situation
• Must have excellent customer-care skills
• Must be able to demonstrate commercial acumen
• Must be an effective team player
• Must be able to work effectively on own initiative
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• Must have a personal commitment to excellence in customer care with the ability to enthuse and motivate others
• Must be willing to show commitment and flexibility in work practice

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

Visitor Services Assistant – Retail

JOB PURPOSE
Brodick Castle is an idyllic island destination and visitor attraction on the Isle of Arran. As one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this stunning property and its history. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS. This person is frequently in contact with visitors and as such is an ambassador for the Trust, exhibiting consistently excellent customer services while actively promoting the Trust’s aims and services.
KEY RESPONSIBILITIES
The post holder will also assist the Visitor Services Manager and Visitor Services Supervisor with the busy retail operation inside the castle. This includes:
• Ensuring the highest level of customer care at all times.
• Actively seeking new opportunities for retail development to enhance both the visitor experience at the property and the contribution it makes to the property’s overall income stream.
• Actively participating in the operation of the retail area, including (but not limited to):
• Opening/closing procedures
• Maintenance of a pleasant and safe retail environment
• Stock ordering and control
• Merchandising
• Counter service
• Cash handling/reconciliation
• Reporting of income/statistics
• Administration and banking
• As required, maintain the cleanliness and tidiness of the retail area
• Ensure that the retail strategy and budget is managed and delivered
• Embracing all organisational training required to be taken as part of the role.
• Processing admissions and memberships for visitors as required.
• 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.
• In accordance with the property’s procedures, sharing in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm.
• Be mindful of security needs of the property and its contents, minimising opportunities for theft or damage through diligent monitoring of visitors and the implementation of security measures (e.g. locking up procedures etc.)
• Share in the common responsibility of implementing the Trust’s Health & Safety policy, being mindful at all times of health & safety of self, staff, volunteers, and visitors
• Share in the common responsibility for the safe evacuation/management of colleagues and visitors in the event of a fire or security alert or alarm

Fulfilling any other reasonable duty where this relates to retail, admissions, membership and retail at the property.
SCOPE OF ROLE
Technical Knowledge
• Maintenance of administration processes, for which training will be given.

People Management
• Will need to communicate efficiently with both internal and external customers

Financial Management
• Will need to undertake end-of-day/end-of-week till procedures and cash reconciliation

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Essential
• Must have sound working experience dealing effectively with a wide range of people in a public situation
• Must have excellent customer-care skills
• Must be able to demonstrate commercial acumen
• Must be an effective team player
• Must be able to work effectively on own initiative
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• Must have a personal commitment to excellence in customer care with the ability to enthuse and motivate others
• Must be willing to show commitment and flexibility in work practice

Desirable
• Previous experience working within a retail environment
• Comparable hands-on experience in historic properties/similar role
• Previous experience working with EPOS till system

Visitor Services Assistant – Housekeeping

JOB PURPOSE
To clean and maintain areas in Brodick Castle, the Woodland Café and the Red Squirrel Kiosk including the toilets at Brodick Castle, Woodland Café and the Countryside Centre and general cleaning to the staff areas with-in the Castle to include staff toilet, offices, and corridors. The VSA-Cleaner should provide an efficient and effective service through high standards of cleaning and maintenance based on the needs of the properties all year-round including events and functions.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The VSA-Cleaner is responsible for a wide variety of duties in connection with the cleanliness and maintenance of the property. These duties involve keeping all visitor services areas as always outlined in the Key Purposes of the role clean and functional and following best practice. Cleaning and maintenance of the site is key to ensuring all visitors have a satisfactory visit.

Specific duties include:

• To ensure that a high level of cleanliness is maintained throughout all areas you are responsible for
• Each VSA will be responsible for an area and will be expected to clean to the frequency and standards set out.
• To use cleaning materials appropriately, as instructed and economically; to inform Line Manager when stocks are low.
• To ensure that tools and equipment are in good working order, reporting any faults to Line Manager.
• General cleaning of surfaces (e.g., windowsills, skirtings/facings, and doors) as well as the cleaning of all sanitaryware.
• Replenishing toilet rolls, hand towels, soap etc. daily to always ensure plentiful supply.
• All VSAs are also required to contribute to major deep cleaning tasks during certain periods of the years.
• Empty and clean bins and remove waste to designated area, including the separation of waste, i.e., recycling, and any other duties which are in line with the Castles Green Tourism Award standards
• Report to Line Manager any defects seen which are likely to affect public experience and security.
• The VSA is required to use only approved cleaning materials and in accordance with manufacturers printed instructions and COSHH regulations. Chemicals should never be mixed with other chemicals.
• Ensure Safe Systems of Work is implemented effectively within function and with external contractors.
The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF JOB

People Management
• Line managed and supported by Facilities Manager. Will also work closely with other property colleagues and will interact with other technical/specialist advisory colleagues based in other locations and departments.

Tools/equipment
• Will be a frequent user of cleaning materials and tools. The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential
• Be available to work weekends.
• Must have full weekend availability,
• Be flexible to changing demands of the post
• Be responsible
• Be thorough and methodical
• Initiative and the ability to work without supervision, but also as part of a team
• Personal commitment to high standards of cleaning and maintaining a 5 Star Visit Scotland attraction.
• Attentive to detail with an eye for condition, presentation, and finish.
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• This is a physical job, which will normally include use of ladders, stepladders, working at heights, lifting, fetching, and carrying objects.

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

Visitor Services Assistant – Guiding & Education

JOB PURPOSE

Brodick Castle is an idyllic island destination and visitor attraction on the Isle of Arran. As one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this stunning property and its history. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS. This person is frequently in contact with visitors and as such is an ambassador for the Trust, exhibiting consistently excellent customer services while actively promoting the Trust’s aims and services.
The Trust has stated the importance that education plays at its properties. The provision of an interesting and educational day out has been a key feature at Brodick Castle and Country Park for many years. Castle guides may be asked to support the delivery of learning programs and events, at the property.

KEY RESPONSIBILITIES
ROOM GUIDES
In their role as a room guide, the post holder will assist with the delivery of historical and educational information to visitors and ensure their enjoyment and safety during their visit to the castle. They may also be asked to assist with the education programme at Brodick Castle, under the direction of the Head Education Guide.
Key responsibilities include:

• Always ensuring the highest level of customer care.
• Maximising the visitor’s enjoyment and understanding of the property by presenting to them the history of Brodick, it’s collection and the people who lived there
• Communicating with, and effectively engaging with a diverse selection of visitors
• Being mindful of security needs of the property and its contents, minimising opportunities for theft or damage through diligent monitoring of visitors and the implementation of security measures (e.g. locking up procedures etc.)
• Being aware of the conservation needs of the property and its contents and minimising the risk of accidental damage through engaging with visitors and the implementation of appropriate conservation measures
• Sharing in the common responsibility of implementing the Trust’s Health & Safety policy, being mindful at all times of health & safety of self, staff, volunteers, and visitors
• Sharing in the common responsibility for the safe evacuation/management of colleagues and visitors in the event of a fire or security alert or alarm
• Responsibility for daily guiding/educational operations within the castle.
• Ensuring all opening and closing procedures have been carried out and that all areas are properly supervised.
• Embracing all organisational training required to be taken as part of the role.

OTHER RESPONSIBILITIES
EDUCATION
• Delivery of a range of high-quality talks and tours about Brodick for the public and organised groups, including all ages and abilities
• Delivery of formal/informal educational activities and workshops to school

Fulfilling any other reasonable duty where this relates to education, admissions, membership and retail at the property.
SCOPE OF ROLE
Communication and Customer Care
• Will need to communicate willingly and effectively with all visitors.
• Will need to acquire relevant knowledge of what Brodick Castle and its environment can offer to visitors in order to provide the best customer care.

Technical Knowledge
• Will need a wide ranging and developing knowledge of Brodick Castle, its history and collections-this will be acquired through training, prepared, and explored resources.
• Will need knowledge of relevant health, safety and evacuation procedures in order to ensure the safety of self, visitors, volunteers and staff-this will be acquired through training.
• Will need a basic knowledge of preventative and best practice measures to help ensure the conservation of both the Castle and the collection-this will be acquired through training.

People Management
• Will need to communicate efficiently with both internal and external customers
• Will need to communicate, co-operate, and engage effectively with their team.

SKILLS, EXPERIENCE & KNOWLEDGE
The below outlines the key skills and behaviours the job holder will need to possess and exercise:
Essential
• Must be a very able and enthusiastic communicator, in particular, verbally.
• Must have enthusiasm for Scottish heritage and in particular family history and history of art/architecture
• Must have sound working experience dealing effectively with a wide range of people in a public situation
• Must have a personal commitment to excellence in customer care with the ability to enthuse others
• Must be an effective team player
• Must be able to work effectively on own initiative
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland.
• Must be willing to show commitment and flexibility in work practice

Desirable
• Experience in historic properties/similar role
• demonstrable experience of guiding and/ or education – ideally in the heritage/tourism environment

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

Visitor Services Assistant – Food and Beverage

Job Purpose

Brodick Castle is an idyllic island destination and visitor attraction on the Isle of Arran. As one of the Visitor Services team, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this stunning property and its history. This person is frequently in contact with visitors and as such is an ambassador for the Trust, exhibiting consistently excellent customer services while actively promoting the Trust’s aims and services.
KEY RESPONSIBILITIES

To always provide a consistently high standard of visitor care when:
• 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 Equality 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 always maintain excellent standards of site and personal presentation –
• The general ongoing operational cleaning of all areas as necessary.
• 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, Gardens team, Admissions, Retail, and site repair employees/contractors.

Catering /Retail/Events/Cashier duties

• 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 catering/ retail /events targets.
• To actively upsell products and services to facilitate the visitors enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To handle and prepare food for visitors, along with making and serving hot and cold beverages.

REQUIRED QUALIFICATION, SKILLS, EXPERIENCE & KNOWLEDGE
Essential

• Demonstrable experience in a catering based role, delivering impeccable customer care and food safety standards.
• Basic Food Hygiene Qualification (will be expected to undertake if not held)
• 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.
• Excellent cash handling skills.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent selling skills – adaptable to customer type and product.
• Flexible, helpful outlook to customers and colleagues.

Desirable

• Demonstrable experience in a customer-facing retail/catering based role, delivering impeccable customer care through excellent inter-personal skills.
• Recognised First Aid Qualification
• SCPLH Qualification Alcohol
• Knowledge of HACCP systems
• Access to own transport
• Experience in EPOS style till operation.

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

DIMENSIONS AND SCOPE OF JOB

Scale:
• Brodick Castle is a lively National Trust for Scotland property with a busy catering outlet.

People Management:
• Not a line manager but may interact with other NTS staff especially central support teams.
• Will have regular (daily) interaction with members of the public of all ages and abilities.

Financial Responsibilities:
• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.
• Not a Budget Holder

Health and Safety
• 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
• Will be a frequent user of catering equipment and cleaning chemicals.
• Expected to work within and ensure compliance with the property’s ‘safe systems of work’ (the system for managing health and safety and to ensure site meets with Health and Safety legislation in liaison with your department manager.

Gardener

KEY PURPOSE
To ensure that the garden and related policies of Brodick Castle Garden and Estate are managed and maintained as a nationally-recognized garden of outstanding historical and horticultural importance; contributing to the property’s overall conservation and development, and its enjoyment by visitors and supporters.

The role of ‘Gardener’ as a key member of the Brodick Castle team will be heavily involved in the development plans of the garden and wider designed landscape, with future projects aimed at creating gardens of international significance. Hence this post will be vital to realize this ambition of the gardens as a top visitor attraction. This post is likely to include frequent work in the woodland garden.

CONTEXT
The garden comprises a listed walled garden containing an impressive collection of tender plants that may be grown due to the effect of the Gulf Stream. It also features a large woodland garden containing a world class collection of Rhododendrons and plants from temperate regions of the world.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:
1. Undertaking practical maintenance of the garden (e.g. managing trees and shrubs, herbaceous plants, and bulbs; turf care; pest/disease/weed control; staking, plant nutrition, composting and soil improvement to the required standards expected by the Trust and for the maximum safety of, and enjoyment by visitors including other professionals in the horticultural industry;
2. Fostering positive relationships with local communities and organisations and promote the work of the Trust.
3. On occasion, supervising and working with volunteers and/or staff members to ensure they deliver required outputs at the appropriate standard, and gain benefit/satisfaction from their activities;
4. Demonstrating self motivation, organizing, planning, and prioritizing and good time management;
5. Undertaking such other reasonable duties as may from time to time be required to ensure the smooth running of the property as required by the Head Gardener.
6. Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.

The current duties of this job do require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF JOB

People Management
 Not a line manager but will, on occasion, supervise volunteers and staff under instructions from Head Gardener;
 Will work closely with other property colleagues, and will have some interaction with other technical/specialist advisory colleagues based in other locations and departments (e.g. other NTS gardens in Ayrshire and Arran)
 Will have regular (daily) interaction with members of the public and guests of all ages and abilities.

Finance Management
 Not a budget-holder.

Tools/equipment
 Will be a user of driven vehicles such as ride-on mowers and tractors;
 Will be a frequent user of powered tools such as mowers, strimmers and hedge-cutters;
 Will be a frequent user of hand-tools such as spades, forks, trowels, rakes, hoes, shears, and secateurs.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential
 A college Diploma in Horticulture or demonstrable equivalent knowledge;
 Practical experience in general amenity gardening ideally in a garden open to the public.
 Demonstrable skills in plant husbandry, particularly trees, shrubs, herbaceous plants, turf culture and pruning.
 Sound demonstrable plant knowledge and identification skills.
 PA1 and PA6 spraying certificates, or willingness to be trained in the use of pesticides and to exercise that training.
 Sound knowledge of basic tool and machinery use and maintenance
 Some practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes.
 Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust.
 Good organisational and time-management skills – including the ability to prioritise work where necessary and also the ability to work using own initiative, in the absence of direct line management.
 Eye for detail and finish, quality standard and best practice.
 Current driving licence valid for driving in the UK.

Desirable
 Competent IT skills sufficient for maintaining plant records, use of the internet/intranet, assisting volunteers, on-line learning etc.
 Experience of working in a mixed-team that includes short-term/seasonal staff and/or volunteers.
 Skills in arboricultural techniques, basic chain-saw certificates – CS30 & CS31, or willingness to be trained in the basic use of chainsaws and to exercise that training.

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.

Visitor Services Assistant – Housekeeping

JOB PURPOSE
To maximise visitor enjoyment by providing an efficient and accurate service, and high standards in housekeeping based on the needs of the property.

FYVIE CASTLE
Fyvie Castle is a popular visitor attraction for tourists and locals alike.

KEY RESPONSIBILITIES & ACCOUNTABILITIES
The Housekeeper is responsible for a wide variety of housekeeping duties in connection with the well-being and care of the holiday accommodation and visitor facilities at Fyvie Castle (as per the Trust’s Housekeeping Procedures Manual), including the following:

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

• Monitor the condition of furniture – reporting any loss or damage to the Visitor Services Manager
• Ensure COVID 19 Guidelines and Safe Systems of Work is implemented effectively within function and with external contractors.
• Deliver excellent customer.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, and considered use of transport.
• In accordance with the property’s procedures, share in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm. This includes weekly fire alarm checks whilst cleaning and keeping a record of the checks.

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

Essential:
• Sound previous housekeeping experience including:
o cleaning and presentation of areas open to the public or let for (holiday-) rental
o stocking/ordering housekeeping/janitorial supplies
• Personal commitment to high standards of cleanliness
• Reliable with a flexible approach to working schedule, i.e. requirement to work weekends
• Personal commitment to excellence in customer care
• Attentive to detail with an eye for presentation and finish
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland
• This is a physical job, which will normally include use of vacuum cleaners and other cleaning tools and products as well as lifting and carrying objects.
• UK driving licence.

Desirable
• Knowledge of the geographical location.

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
Applications

Visitor Services Assistant

JOB PURPOSE
To maximise our visitors’ enjoyment of Mar Lodge Estate by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the property and its assets are clean, tidy, protected and safe.
This exciting and varied role will support our rangers, visitor services, events and holiday let activities when required, helping to make 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 estate/property in a friendly, efficient and knowledgeable manner, answering queries and providing information about the property, facilities and the local area.
• Provide a positive visitor experience to the estate by assisting with housekeeping, carparking, property checks, tours, events and onsite activities when required.
• By maintaining excellent standards of service, optimising opportunities to generate income, and ensuring that the site and its assets are safe and secure you will be a vital part of furthering the valuable work of the National Trust for Scotland
• 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;
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act.

To maintain excellent standards of site and personal presentation at all times
• To assist with the general ongoing operational servicing and delivery of visitor facilities across all areas of the property, including our car parks, public toilets, public rooms and spaces, holiday accommodation and other outlying visitor facilities throughout the property.
• Ensuring the property is clear of debris, rubbish etc and that signage is befitting of a Trust property
• Ensuring the property is ready to accept and welcome visitors by the set operational times
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager
• Participate in a duty rota to ensure that visitor’s needs out with normal working hours are supported.

Other duties (where applicable)
• To assist in achieving site events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To work flexibly across departments and sites as needed.

Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that 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 and personal standards.
• Excellent “front of house” persona – warm, welcoming, patient, understanding with a flexible and helpful outlook.
• Be responsible and proactive, ensuring all day-to-day tasks are completed as instructed
• Demonstrable excellent time management skills and the ability to prioritise.
• Ability to work within a team or independently to a high and safe standard
• The ability to take the initiative and address problems or deal with tasks as they arise.
• Full UK driving licence and access to own transport
• 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.

Desirable
• Experience in housekeeping or equivalent.
• Recognised First Aid Qualification
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• 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.

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