Part Time

Hours: Days available will range from 4 – 5 days per week and will include weekend working. Daily shifts will be from 5 – 8 hours per day.
Duration: 3 month fixed-term contract with the potential opportunity to be made permanent thereafter.
Pay: £12.35 per hour

The Royal Yacht Britannia is an award-winning, five-star visitor attraction and exclusive evening events venue in Edinburgh, which employs more than 160 staff. This former floating palace of Queen Elizabeth II, usually attracts circa 350,000 visitors a year from around the world, and hosts circa 100 exclusive evening events per annum.

Britannia provides an exceptional experience for visitors. This dedication to excellence has led to the Royal Yacht being rated as Tripadvisor’s No.1 UK Visitor Attraction (AGAIN) 2023-24, and the top 1% in the world in its category.

Our Visitor Experience department is now looking for a Visitor Assistant who is enthusiastic, professional, of smart appearance, a can-do attitude, excellent communication skills and has a passion for the delivery of outstanding hospitality and service.

Full training will be given and uniform provided.

As part of our Visitor Experience team you will report to the Visitor Experience Manager. The role is based in our Ticket Office and on board Britannia, as well as on the outer decks and compound area. The position can be physically demanding as you will be standing throughout the duration of your shift, ready to proactively engage with visitors at all times.

Company benefits include:

10% employer pension contribution, with a choice to contribute up to a further 5% yourself, which would then be matched by us as well! (So 20% potential contribution to your pension)
33 days pro-rata annual holiday entitlement
Enhanced long service holiday entitlement
Life Assurance
Performance and loyalty payment scheme
Complimentary tickets
Staff discount in the Gift Shop, Royal Deck Tearoom & The Lighthouse Restaurant & Bar aboard Fingal
Free car parking for staff
Uniform provided
Full training
Responsibilities include:

Performing a concierge role at front of house when required.
Providing a warm welcome and proactive service to visitors at all times.
Interacting with visitors throughout their tour.
Helping visitors use their audio handset.
Assisting with queue management.
Developing and upholding a broad knowledge of the Royal Yacht to share with visitors, most especially when working as a guide at Britannia’s exclusive evening events and private tours.
Work as a guide at Britannia’s exclusive evening events and private tours (£42 per event).
Assist with any other Visitor Assistant duties as required.
If you feel you have the personality, skills and experience we are looking for, then we would love to hear from you.

To apply, please send your CV and a short covering letter to: angie.fowler@tryb.co.uk or postal applications to:

Angie Fowler
Visitor Experience Manager
The Royal Yacht Britannia
Ocean Drive
Leith
Edinburgh
EH6 6JJ

Closing date: Tuesday 6 August 2024

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates. If you have been selected for interview you will be contacted directly.

Hours: Days available will range from 4 – 5 days per week and will include weekend working. Daily shifts will be from 5 – 8 hours per day.
Duration: 3 month fixed-term contract with the potential opportunity to be made permanent thereafter.
Pay: £12.35 per hour

The Royal Yacht Britannia is an award-winning, five-star visitor attraction and exclusive evening events venue in Edinburgh, which employs more than 160 staff. This former floating palace of Queen Elizabeth II, usually attracts circa 350,000 visitors a year from around the world, and hosts circa 100 exclusive evening events per annum.

Britannia provides an exceptional experience for visitors. This dedication to excellence has led to the Royal Yacht being rated as Tripadvisor’s No.1 UK Visitor Attraction (AGAIN) 2023-24, and the top 1% in the world in its category.

Our Visitor Experience department is now looking for a Visitor Assistant who is enthusiastic, professional, of smart appearance, a can-do attitude, excellent communication skills and has a passion for the delivery of outstanding hospitality and service.

Full training will be given and uniform provided.

As part of our Visitor Experience team you will report to the Visitor Experience Manager. The role is based in our Ticket Office and on board Britannia, as well as on the outer decks and compound area. The position can be physically demanding as you will be standing throughout the duration of your shift, ready to proactively engage with visitors at all times.

Company benefits include:

– 10% employer pension contribution, with a choice to contribute up to a further 5% yourself, which would then be matched by us as well! (So 20% potential contribution to your pension)
– 33 days pro-rata annual holiday entitlement
– Enhanced long service holiday entitlement
– Life Assurance
– Performance and loyalty payment scheme
– Complimentary tickets
– Staff discount in the Gift Shop, Royal Deck Tearoom & The Lighthouse Restaurant & Bar aboard Fingal
– Free car parking for staff

Responsibilities include:

– Performing a concierge role at front of house when required.
– Providing a warm welcome and proactive service to visitors at all times.
– Interacting with visitors throughout their tour.
– Helping visitors use their audio handset.
– Assisting with queue management.
– Developing and upholding a broad knowledge of the Royal Yacht to share with visitors, most especially when working as a guide at Britannia’s exclusive evening events and private tours.
– Work as a guide at Britannia’s exclusive evening events and private tours (£42 per event).
– Assist with any other Visitor Assistant duties as required.

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

To apply, please send your CV and a short covering letter to: angie.fowler@tryb.co.uk or postal applications to:

Angie Fowler
Visitor Experience Manager
The Royal Yacht Britannia
Ocean Drive
Leith
Edinburgh
EH6 6JJ

Closing date: Tuesday 6 August 2024

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates. If you have been selected for interview you will be contacted directly.

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Kellie Castle and help generate the income that enables us to care for the Castle & Gardens.

Specifically, you are there to ensure smooth and safe operations, making the property the best possible place to work and visit.

You’ll help us maximise sales through excellent customer service and product knowledge, taking a pride in the castle’s presentation and operation to make a memorable and positive experience for our visitors.

Must have full weekend availability, hours will be issued on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care at all times

Welcoming visitors to the site and assisting with admissions, catering, membership and retail sales.

Proactively engaging visitors in the stories and history of the site. This will include the delivery of tours and informal assistance around the property as and when required by the visitors.

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.

Promoting the 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 personal presentation at all times

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; Collections Care, Gardening 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.

Visitor Services/Retail/Events/Catering/Cashier duties

To prepare and serve food and drink to customers.

To ensure good housekeeping of catering kitchens, serveries, seating, front and back of house areas.

To ensure that retail merchandising is in accordance with NTS policy.

To assist in achieving site retail/membership/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 Fife Properties as needed.

To assist with the set-up, stewarding and break-down of events in liaison with the management.

To assist with hospitality and travel trade events. This may include evening work.

Health and Safety

To ensure site meets with all relevant 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.

JOB PURPOSE

To assist the Learning Manager in delivering a range of learning-based programming, including schools’ workshops, guided tours, events, family activities, educational projects. This role also includes certain front-of-house duties such as admissions, retail and café work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To deliver the learning and engagement provision at the property to a set of agreed standards, as well as assisting in developing new and existing learning programmes across ages and ability-levels.

To help develop and maintain the learning programmes and events at the property.

To proactively develop a knowledge of Burns and provide specialised tours and talks to the general public and visiting groups.

To ensure that the learning programmes on offer are relevant to potential users and are evaluated for further development in order to ensure uptake.

To help develop and maintain RBBMs social media presence.

To work closely with volunteers at the property and assist with their management.

To support the Learning Manager in ensuring the best presentation of the property and the safe and efficient provision of quality learning experiences.

To ensure Safe Systems of Work are implemented effectively within all activities undertaken and with external contractors.

To supervise future internships or any learning assistant roles.

To provide operational coordination and supervision of the admissions, membership and visitor experience in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, to ensure commercial, financial and conservation objectives are achieved.

This is a frontline post to supervise Visitor Services staff; whilst also undertaking the same admissions duties and working as part of the team to welcome visitors to the property, promote and sell Trust Membership, sell admissions tickets and control visitor entry/flow, facilitating their access and enjoyment to Culzean Castle and Country Park.

The Visitor Services Supervisor at a Trust property plays a pivotal role in ensuring that the management objectives are achieved through excellent customer service, admissions and membership sales.

As you will be working in a mostly customer-facing role, this means you will directly engage with visitors on arrival (and often at departure) so excellence in customer care is paramount, as you will be responsible for ensuring you are providing our Visitors with the best entry options (Membership, admissions tickets, guidebooks). The Visitor Services Supervisor is expected to manage and contribute to the sales targets for Admissions, Memberships and Guidebooks. You will have line management responsibility for a team of four.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This is a key role to deliver a high-quality visitor experience at Culzean Castle and Country Park (including but not limited to):

To provide excellent customer service.

Be responsible and proactive. Ensuring all day-to-day tasks are completed including answering the telephone, recording statistics, serving customers and managing the Visitor Services Assistants

Managing all aspects of the Rota’s – shift allocation, holiday cover, and any staff administration required on our people management system People XP

Working with staff to ensure that all online training modules are completed at the start of the season and undertaking Performance reviews twice yearly and identifying training/development opportunities for the Admissions VSA’s

Ensuring that hours are input into Payroll spreadsheet accurately and in a timely manner.

Working with the Visitor Services Manager and the rest of the Visitor Services Team to deliver membership targets and KPI’s

Cash reconciliation duties including end of day administration tasks. Ensuring cash is handled accurately according to our cash handling procedures.

To ensure high levels of accuracy are maintained for all transactions and data recording

To actively ensure all selling opportunities are touched on through strong product knowledge and an excellent customer service to maximise sales of admission tickets, membership and donations.

To provide consistently excellent customer service when dealing with high volumes of customers

Adhering to the property’s quality standards

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).

Brodie Castle and Estate is situated in the parish of Dyke and Moy, Morayshire. The castle has been in the care of the National Trust for Scotland since 1979 and opened its doors to the public for the first time in 1980. The estate comprises Brodie Castle – which dates from 1567 – and its policies, which include a walled garden, parkland, driveways, a formal avenue and extensive plantations. Brodie Castle is further enhanced by the impressive interiors and collections it contains. Within Brodie Castle there are historic interiors of exceptional quality, which contain fine plaster ceilings and collections of international significance.

The post-holder is responsible, with the support of the Housekeeping and Holiday – Let Supervisor for delivering the highest standards of housekeeping and holiday-let servicing and customer care.

KEY RESPONSIBILITIES

The Key Purposes of the post will be met by ensuring all facilities and holiday lets are cleaned and presented by the highest possible standard.

General Housekeeping:

Undertaking the routine cleaning and housekeeping of domestic and display areas of the property, including but not limited to:

Vacuuming, sweeping, polishing of floors

Dusting/polishing of fittings such as panelling, stairs, and doors

Dusting/wiping of sills, skirting’s, door-frames, and window frames

Cleaning of windows

Cleaning of lavatories, sinks, staff-rooms etc

Supporting the use of the property for functions and events by:

Protecting vulnerable collections;

Assisting with functions furniture set-up and striking;

Clearing and cleaning before and after the event.

Holiday Let Accommodation (the Laird’s Wing and other holiday cottages):

Undertaking the routine servicing of let accommodation of the property, including but not limited to:

Vacuuming, sweeping, mopping, polishing of floors

Dusting of surfaces, fittings, furniture, ornaments, doors

Cleaning of windows

Changing of bed linen and towels, and making of beds

Cleaning of bathroom/toilet areas and fittings

Cleaning of (let) kitchen/scullery areas and equipment

Checking functionality of lighting, heating, TV/radio etc

Replenishing of welcome/hospitality trays, and consumables

Checking of collections and domestic inventories during changeover – specifically in the Laird’s