Part Time

KEY 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 issues of damage and wear and tear, 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

Retail/Catering/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing
• 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 functions and events manager.
• To assist with hospitality events. This includes evening events and 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 retail-based role, delivering impeccable customer care through excellent inter-personal skills.
And / or
• Demonstrable experience in a catering-based role, delivering impeccable customer care and food safety standards.
And / or
• 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
• Food hygiene certificate.
• Basic cooking skills and willingness to be trained.
• Personal Licence for sale of alcohol
• Experience in storytelling and a passion for Scottish heritage and history
• A full UK driving licence
• Access to your own transport

DIMENSIONS AND SCOPE OF JOB

Scale
 The role is based in the main museum building and at Robert Burns Birthplace cottage.
 The role works across several departments: retail, catering and admissions and assisting with events and functions when required.
 The role is customer facing and the role-holder can expect that the working day will mainly be spent front of house, providing customer service to our visitors.
 There may be times when you are required to work at other NTS properties such as but not exclusively Souter Johnnies Cottage and the Batchelor’s Club
 The role requires the post holder to work flexible working patterns and hours including evenings, weekends, and public holidays.

People Management

• This is not a line management role
• Will work closely with other property colleagues and will have regular interaction with other technical/specialist advisory colleagues based in other locations and departments
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
 Is not a budget holder
 Responsibility for ensuring customer payment is processed correctly, handling cash and card information

Tools/ equipment/ systems

 Will regularly use a wide range of ICT equipment including land-line phone, two way radio, email, scanner, laptop/PC, printer etc.
 Will use catering equipment including coffee machines, dishwashers, and some cooking equipment.

Key performance indicators and targets

• Catering and retail sales targets met or exceeded with margins achieved.
• Membership targets are met.
• Visitor surveys are promoted, email addresses gathered and responses recorded.
• Systems of recording all up to date: including allergens, COSSH, cleaning records, stock take and wastage.
• Visit Scotland 5-star grading maintained, and Visitor feedback survey scores

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team Tenement House, Holmwood House and the Weavers Cottage.
These trio of properties are a fabulous offer for tourists and locals to discover Glasgow’s heritage. Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference.

This role is about creating a 5 star visitor experience and providing outstanding customer service.

You will welcome visitors to the property, promote and sell Trust Membership, sell admissions tickets, operate the retail shop and control visitor entry/flow; facilitating their access and enjoyment of the sites while furthering the aims and objectives of the National Trust for Scotland.
A Visitor Services Assistant is crucial to visitors’ “first impression” of the property and in establishing and maintaining the Trust’s reputation as a guardian of Scotland’s heritage and as the organisation that actively wants people to engage with and enjoy the properties it cares for.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Maximising 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, Retail, Catering and Events activities making the property the best possible place to visit and work.

As a team member you will always provide a consistently high standard of visitor care when:

• Assisting visitors in selecting and purchasing the most appropriate ticket option
• Processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy
• Guiding visitors throughout the property and providing information on its history, its furnishings and inhabitants, stewarding the rooms when needed along with the volunteer team.
• Handling cash accurately and processing sales
• To actively drive up selling opportunities on membership through strong knowledge and an excellent customer service promoting the value of the trust membership
• Have a flexible approach to working hours and days including working weekend and Bank Holidays as appropriate.
• To work across departments when necessary supporting the wider team
• To provide consistently excellent customer service when dealing with high volumes of customers and busy periods.
• Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety). Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day property needs.
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative. 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.
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
No formal qualifications are required

Experience

Essential
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day property needs.
• 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.
• Excellent interpersonal and communication skills.
• Demonstrable time management skills and the ability to prioritise.
• Ability to be proactive and to take the initiative.

Desirable

• A passion for Scottish heritage and history
• 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 with EPOS system
• Previous front of house or guiding experience
• Additional languages

DIMENSIONS AND SCOPE OF JOB

Scale
This role is based across the 3 properties, but it will be mainly based at the Tenement House.
The role includes (daily) interaction with members of the public of all ages and abilities, cash handling duties and key holding.

People Management
 You will provide support to the Visitor Services Supervisor and the Visitor Services Manager as well as working close with the other members of the Visitor Services team and the property volunteer teams.

Finance Management
Share till reconciliation duties, as appointed by Visitor Services Manager

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