Full Time

Brand Home Guide

Lagavulin Visitor Centre

Full-time, Permanent

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

You will be responsible for:

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

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

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

This role will require weekend and evening work.

To be successful in this role:

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

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

Working with Us

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

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

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

About Us

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

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

Create a future worth celebrating!

JOB PURPOSE
As part of the team which cares for Corrieshalloch National Nature Reserve, a Seasonal Ranger plays a crucial role in ensuring that our conservation ambitions go hand in hand with welcoming our local community and visitors from across the globe to this well-loved place.

You will share your enthusiasm for the outdoors and passion for the countryside with the visitors who come to explore Corrieshalloch Gorge

You will work out in the landscape, on walking routes, in our parking areas, at popular spots for views with some time at our visitor centre at Inverewe, acting as an ambassador for the National Trust for Scotland, building awareness and support for our charity. You’ll leave those you meet with a desire to respect, protect and enjoy this special natural environment and an understanding of how they can help do this.

You will work on your own and with other staff and volunteers, on a variety of practical conservation tasks to help us achieve the high presentation and habitat management standards expected of a National Nature Reserve.

You will contribute to the long-term sustainability of Corrieshalloch ranger service through income generated at payed-for events, memberships and donations inspired by our work, growing our capacity through volunteers and cost-effective use of resources.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Nature Conservation
 Be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and ecological enhancement of Corrieshalloch NNR.
 Get involved with practical conservation tasks, including woodland management, path maintenance and fence repairs, litter clearance and property patrols.
 Seek to minimize our environmental impact through sustainable working practices and sensitive use of power, equipment, transport and other resources.
Visitor Engagement
 Participate in a programme of estate patrols at busy times and locations, including weekends and evenings, to engage with tourists, outdoor activity enthusiasts and campers, championing a “leave no trace” culture and providing practical advice based on the Scottish Outdoor Access Code.
 Welcome customers in our car park in a friendly, efficient and knowledgeable manner, answering queries and providing information about the property, facilities and the local area.
 Contribute to the development and delivery of products that bring alive our stories, including on-site displays, self-guided trails, signage, guided walks, talks or other hands-on activities.

Working together
 Recruit, induct and supervise volunteer roles to help grow our team’s capacity and assist with the leadership of group volunteering activities as required.
 Build positive relationships with our neighbours and local community, including other land managers, schools, community groups and recreational users.
 Support a strong health & safety culture, complying with the property’s ‘Safe System of Work’, risk management and emergency procedures, to safeguard yourself, colleagues and the public.

Funding our future
 Actively promote the value of Trust membership to existing and potential members.
 Seek and support ways to generate sustainable sources of income, including encouraging donations, booking events, payment of parking charges, visits to other properties and awareness of our fundraising campaigns.
 Not a budget holder but expected to liaise with the Line Manager prior to incurring any expenses and be mindful of cost-effective use of Trust funds and resources.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential

 Hold a qualification in a relevant discipline and / or at least a year’s ranger experience.
 Experience of engaging the public in nature tourism or working in a busy countryside setting.
 Strong knowledge of natural history and conservation, especially upland flora & fauna of Scotland.
 Competent hillwalker.
 Confident communication and influencing skills with colleagues, volunteers and the public.
 Experience of working in a team and working with volunteers.
 Self-motivated with the ability to work alone or work with minimal supervision.
 Flexible and adaptive to change and working in a variety of situations.
 IT literate and competent user of Microsoft Office products.
 Clean driving license.
Desirable

 First aid certificate.
 Brush cutter training.
 License to drive trailers.
 Experience in practical conservation work.
 Experience of developing and delivering events or learning activities.
 Experience in leading groups of volunteers.

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
Ben Lawers NNR is the most important mountain area in the UK for rare arctic-alpine plants, some of which occur in few other locations. It is also a popular recreational destination, with over 40,000 visitors a year heading for the summits. The work programme includes visitor management and liaison, and associated conservation tasks such maintenance of footpaths and other infrastructure.
We are looking for a Seasonal Ranger to be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and conservation management of Ben Lawers NNR. You must have experience of practical countryside management and good communication skills to join our close-knit team. You will carry out practical estate management and engage with visitors.
The role is a physical one, requiring walking to worksites, some at high altitude, with appropriate tools. Work may be alongside other staff and volunteers but there will be a requirement for lone working.
The role will be ambassadorial, building awareness and support for the National Trust for Scotland leaving those you meet with a desire to respect, protect, and enjoy the special natural environment and an understanding of how they can help to contribute their support to the property.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Estate management
 Carry out practical tasks, including maintenance and repair of footpaths, fences, stiles and other infrastructure and vegetation clearance.
 Assist with patrols of popular routes and informal parking and camping sites, clearing litter and monitoring numbers and impacts.
 Monitor the use and condition of interpretation, footpaths and infrastructure to prioritise the programme of maintenance.
Visitor Engagement
 Welcome visitors in a friendly, efficient, and knowledgeable manner, assisting with car parking, answering queries and providing information about the reserve, facilities, and local area.
 Actively and positively engage with visitors while carrying out practical tasks to raise and improve public awareness of key issues including the Scottish Outdoor Access Code (SOAC) and responsible access, footpath erosion and landscape protection, habitat restoration, and promoting the work of the Trust.
 Assist with events and onsite activities when required.
Other duties
 Assist with other areas of property work, such as habitat management including tree planting, seed collecting and tree nursery work if/when necessary.
 Seek to minimise our environmental impact through sustainable working practices and sensitive use of power, equipment, transport, and other resources.
Working together
 Support a strong health & safety culture by complying with the property’s Safe System of Work to safeguard yourself and colleagues.
DIMENSIONS AND SCOPE OF JOB
People Management
 Engage with visitors.
 Liaise with other property and other Trust staff and volunteers.
 Supervise volunteers assisting with delivery of practical estate management.
Finance Management
 Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in allocated areas.
Tools/Equipment
 Will be frequent user of tools, machinery, vehicles, and equipment subject to appropriate training.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
The above outline the core skills and experience necessary to fulfil the role. In addition, the following is required:
Qualifications, skills and experience
Essential
 Qualification, or equivalent experience in a relevant discipline.
 Hands-on experience of practical estate management.
 Competence in hillcraft to be self-reliant working safely in an upland environment.
 Excellent interpersonal and communication skills, with an ability to engage positively and productively with visitors, volunteers and colleagues.
 A current, valid driving licence.
Desirable
 Experience of working with volunteers.
 Experience/certification for use of machinery/vehicles such as strimmer/brush cutter, power barrow and sit in ATV.
 Experience of lone working.
 Current First Aid certification.

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
 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
 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 assist in the maintenance of Branklyn Garden as an internationally-recognised garden of outstanding horticultural importance, contributing to its conservation and development and to its enjoyment by visitors and supporters.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
The Key Purposes of the job will be met by:
 Assisting with the conservation, maintenance and development of the garden. This includes weed and pest management, watering, pruning, planting and lawn care.
 Maintenance of tools, machinery and garden furniture.
 Working within a small staff and volunteer team to carry out horticultural maintenance tasks to ensure the garden is presented to a high standard.
 Assisting with propagation and maintenance of plant records as required.
 In the absence of the Head Gardener & Propagator / Gardener assume general responsibility for the security of the garden and supervision of garden volunteers.
 Ensuring compliance with the Trust’s Health & Safety Policy at the property, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
 Occasionally duties will include welcoming/processing visitors and selling plants and gifts from the shop.
 Weekend duties are required on a rota basis with other garden staff.

REQUIRED QUALIFICATIONS AND SKILLS

Essential
 Holds a recognised qualification in horticulture (NVQ Level 2 or similar) and/or an appropriate range of horticultural experience.
 Knowledge of basic tool and machinery use and maintenance.
 An interest in alpine and woodland plants.
 Good interpersonal and communication skills; confident and competent in interacting and dealing with a wide range of people and able to represent the Trust.
 Some practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes.
 Good organisational and time-management skills – including the ability to prioritise work where necessary and the ability to work using own initiative.

Desirable
 Competent IT skills sufficient for maintaining plant records, use of the internet/intranet, on-line learning etc.
 Practical experience in general amenity gardening ideally in a garden open to the public.
 Demonstratable knowledge of a broad range of plants: alpines, woodland, and woody plants.
 Current PA1, PA2 and PA6a spraying certificates (or willingness to be trained).
 Able to work well within a small team and on your own without supervision.
 Current first aid qualification.
 Current, clean driving licence valid for driving in the UK.

DIMENSIONS AND SCOPE OF JOB

People Management
 No direct line reports but the post holder will work with and may supervise volunteers.
 Fostering a friendly and positive work atmosphere.
 Will have regular daily interaction with members of the public

Financial Management
 Not a budget holder

Tools / Equipment /Systems
 The job involves regular physical activity, including use of machinery, bending and lifting.
 Will be a frequent user of hand-tools such as spades, forks, trowels, rakes, hoes, shears, and secateurs
 Will be a user of powered tools and equipment

The Job Purpose, Key Responsibilities and Accountabilities, Required Qualifications & Skills and Dimensions and Scope of Job 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.