Seasonal

The Dundreggan Rewilding Centre welcomes over 50,000 guests each year, including a mix of day visitors, corporate groups, education groups, special interest groups and overnight guests staying at the on-site accommodation. The role will be part of a small team responsible for delivering a programme of engaging paid visitor events and activities, as well as providing outstanding customer service via hospitality and retail support.

The overall purpose of the Visitor Experience & Operations Assistant role is to provide visitors with a high quality, memorable experience with the natural and cultural heritage of Dundreggan at its core.

Key Liaisons
The role will be managed by the Rewilding Centre Visitor Experience & Operations Supervisor and have strong relationships with other Rewilding Centre staff, particularly Visitor Engagement Coordinator, Operations Manager and hospitality team. They will work closely with the Trees for Life Marketing Officer to support retail operations. It will also be important to liaise with other Trees for Life charity staff, who can offer experience, knowledge and skills to provide visitors with more in-depth information about the charity, its fundraising and its wider conservation work.

Scope, Accountability and Resources
The scope of this role is to deliver products that generate income at the Rewilding Centre. The products are built around a natural environment that lends itself to outdoor activities and the facilities at the centre – forty bed accommodation, café, events and conference space. The majority of visitor experience delivery is practical, hands-on outdoors activity.

The role will be accountable for taking the products created for guests and assisting the Visitor Experience & Operations Supervisor in making many of them happen. The role will make preparations for all events and experiences, such as creating risk assessments, ordering supplies, and ensuring space is booked and set up for use, delivering the experiences to guests and contributing to post-event evaluation that ensures continuous improvement.

The Visitor Experience & Operations Assistant should focus on providing an experience that leaves a lasting impression on guests and leads to additional spending by the guest via accommodation, merchandise, charity donations and repeat business (i.e. upselling). The role will promote the Rewilding Centre business as a means to support the charitable work of Trees for Life.

Key responsibilities

Visitor Experience
● Delivering activities, events and programmes to our wide range of target audiences, from pre-event preparation to post-event assessment

● Leading outdoor tours and activities instruction, often working with school groups, university groups, families and tourist groups

● Serving as one of the on-site experts on nature and culture- based experiences, interpretation and information

● Providing feedback and ideas to support continuous improvement of all products, to ensure it is always current, appealing and distinctive in the market

● Using the ticketing/booking system and EPOS to facilitate guests bookings and sales

● Communicating with, and working alongside the Operations and Hospitality teams, to co-deliver guest experiences to the highest standard

● Providing customer service in person or via phone or email, to answer questions and provide assistance

● Following health and safety and safeguarding procedures, to ensure the safety of guests and staff at all times

● Support with creating and distributing promotional materials, such as event posters, leaflets etc. ensuring materials are kept up to date and visible to public

● This role may occasionally be required to act as Manager on Duty. Full training will be given.

● Retail duties, including:

o Assisting customers with questions, finding sizes, colours and options
o Maintaining inventory by taking stock counts and replenishing stock
o Keeping record of invoices and orders
o Helping with receipt of deliveries, pricing and display of merchandise

● Performing any other duties as required by the Visitor Experience & Operations Supervisor, or Operations Manager, in line with the level of responsibility for this post, including:
o Covering light duties, such as tills or washing up, during busy periods in the café
o Assisting with set-up and tear down of events space
o Contributing to light cleaning and upkeep of the Centre, ensuring it is presented at highest standard to all guests
● Any other duties in line with role and level of responsibility for this post.
Person Specification

The successful candidate for this role will have:

● Excellent customer service and customer relationship building skills.
● The ability to work as part of a team, as well as independently.
● Flexibility to adhere to working patterns as needed.

Skills

● Excellent communication skills – public speaking and instructing – with people of all ages and backgrounds, to provide immersive and informative experiences for guests
● Organised, detail-oriented, good listener
● Enthusiastic with an eagerness to learn new skills and information
● Able to work well in a fast-paced environment, and adapt to the needs of the customers
● Comfortable leading groups in the outdoors, in what can be remote and exposed rural environments

Knowledge & Experience

Essential

● Experience in a tourism, hospitality or events management, particularly in heritage or outdoor/environmental setting
● Knowledge of local or regional natural or cultural heritage, ecology and/or rewilding
● Support for promotion of Gaelic language and culture
● Proficiency in Google and Microsoft applications, basic IT skills
● Outdoor first aid training certification

Desirable

● Gaelic speaker
● Summer Mountain Leader or Hill and Moorland Leader qualifications
● Sales or sales support experience
● Familiarity or skills with booking engines and EPOS software and systems.
● Experience creating or adhering to risk assessments
● Degree in relevant environmental subject or discipline, or equivalent experience

Personal Attributes

● Must be committed to the ethos and values of Trees for Life
● Proactive approach to getting work done and taking initiative to pitch in where needed
● Reliable
● Positive attitude
● Commitment to continuous personal and professional development

Working conditions/ Special demands

● The role will require rota working along with weekends and bank holidays.
● Due to the location of the Centre, a full and valid driving licence is essential. Support in finding accommodation can be provided.
● This role will be subject to a PVG Disclosure Check due to working activities including, but not limited to, supervising and working with children and vulnerable adults. Criminal record checks will be completed in line with our Safeguarding, Equality and Ex offenders Policy.

The Royal Botanic Garden Edinburgh is one of the world’s top four botanic gardens based on quality, breadth and depth of our science, plant collections, public engagement and education and we have an exciting opportunity for a Visitor Welcome Team member to join our team.

The primary focus of this role is to ensure that visitors receive a first-class welcome and have all the information they need to create a memorable visit. You will also have the responsibility of promoting and selling Garden Maps, Guidebooks and Daily Garden Walks and encouraging donations. The team remit also includes working with the events and exhibitions team to provide access and information to various public exhibitions and events. You will also be responsible for ensuring the protection of the Living Collection, opening, closing and security of various Garden buildings. You will be expected to carry out all duties in line with RBGE procedures and policies.

Applicants should have previous experience working in a visitor or customer service environment. You will be proactive and take responsibility for your own workload, prioritising to meet conflicting demands of a busy attraction, have a can-do attitude, have excellent interpersonal skills, and have the ability to communicate with people at all levels. You will need to be flexible and adaptable to meet the needs of an ever-changing environment.

Role closes at 12pm midday.

Brand Home Guide

Dalwhinnie Visitor Centre

Full-time, Fixed Term Summer Contract ending 31st October 2026

Salary: 26,678.31/annum (plus bonus, product allowance, private pension, sharepurchase scheme and many more)

Closing date: 24th February 2026

We have an outstanding opportunity to join our dedicated team at our Dalwhinnie Visitor Centre as a seasonal Brand Home Guide. Dalwhinnie 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.    

About the Distillery:

Dalwhinnie distillery stands in the Cairngorm National Park at the heart of the Scottish Highlands in the village of Dalwhinnie. From this remote but accessible location comes the liquid known as the gentle spirit

If you’ve got a real passion for our craft and our products, help us continue our story and create a future worth celebrating.

This role will require weekend and evening work.

About The Team

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.   

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.  

  

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 environment.

Working with Us

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

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.

JOB PURPOSE
This is an exciting and varied role within the Visitor Services Team at the Weavers Cottage as part of the Tenement House, Holmwood and Weaver’s Cottage cluster. We are looking for energetic, cheerful, and talkative individuals to join our team this season.
Working at all 3 sites will be required on a rota basis, but this role will be based primarily at the Weavers Cottage. Through engaging and informative interactions, you’ll help share stories about these iconic sites and build support and understanding for the National Trust for Scotland.

• You’ll help welcome visitors from across the globe and ensure they have an enjoyable and memorable experience here from the moment they arrive to the moment they leave.

• You’ll work flexibly and with an eye for detail, ensuring the smooth and safe operations in Admissions, Retail, and Events activities whilst making the property the best possible place to visit and work.

• 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.

• You will contribute to the team property targets and work well within a team.

• You will work with staff and volunteers by understanding of the property 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. Training will be provided.

Our ideal candidate you should be an excellent storyteller with a knack for customer service. An outstanding tour guide will perform minor alterations to each itinerary to suit the unique interests of each group. You will have excellent presentation skills and be able to communicate the importance of Scottish heritage and its preservation and work well within a team.
Someone who wants to help us generate the income and recruit the members that enable us to care for all the unique and valuable properties within the Glasgow cluster. They will enjoy the variety and exciting challenges that come with working across several different sites and areas.
An interest in Weaving or textile history is desirable.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Provide a consistently high standard of visitor care
• Engage with and make our visitors feel welcome at all times, exploring the unique exhibitions and experiences each site has to offer.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• Provide a responsive, friendly and efficient service tailored to the needs of both individual visitors and tour groups.
• Be passionate about our sites. Develop a thorough understanding of the sites within the Glasgow Cluster, enabling you to share stories with visitors, offer ideas to help them enjoy their visit and answer common questions. Training of each property will be provided.
• 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 Tenement House and Holmwood House teams.
• Promote other local properties and the work of the Trust.
• Focus on the details. Ensure retail displays remain stocked, tidy and enticing throughout the day.
• Assist with the set-up, running and clean-up of functions and events.
• Work flexibly and in harmony with your colleagues across sites and departments, supporting each other to make best use of team resources, especially at busy times.
• Take the initiative and address problems or deal with tasks as they arise.
• Listen and respond open to visitor comments to ensure that visitors leave happy and looking forward to their next visit. Feedback any issues as they arise to ensure the smooth running of the site.
• Help gather photos/videos for social media to promote our activities and encourage visits.
• Be able to take responsibility for your own development and learning.

Generate the income that enables us to look after special places
• Be aware of the team’s targets for generating income and other key objectives and aim to achieve and exceed them.
• Work with the Visitor Services Manager and property staff to deliver financial targets and other KPI’s.
• Be proactive in upselling our shop and membership products and services by seeking to understand customers’ preferences.
• Share the benefits of membership with ticket holders and actively seek innovative ways to encourage recruitment
• Actively promote the work of the National Trust for Scotland and the value of membership to existing and potential members
• Be responsible for accurate and secure till operation and sales processing and support the reconciliation of end of day takings. Handling cash accurately and processing sales.

Maintain excellent standards of site and personal presentation and safety
• Help with behind-the-scenes tasks to prepare for opening at the start of the day and close-down at the end.
• Share responsibility for housekeeping duties at the beginning of and end of each shift (e.g. hoovering, rubbish removal) including staffroom and staff bathroom
• Take pride in your surroundings by maintaining high standards throughout the day and helping to clean public and staff areas.
• Report all instances of damage, wear and tear or maintenance needs promptly.
• Ensure you are clearly identifiable and appropriately dressed by wearing uniform, name badges, and PPE as required.
• Share responsibility for the health and welfare of property staff, volunteers and visitors by adhering to NTS Health, Safety and Environment policies and guidelines.
• Work in cooperation with other departments; gardening, grounds maintenance, contractors and NTS staff.
• Be mindful of the 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.)
• Participate in the safe evacuation and management of colleagues and visitors in the event of fire, security alert or alarm

JOB PURPOSE
This is an exciting and varied role within the Visitor Services Team at the Weavers Cottage as part of the Tenement House, Holmwood and Weaver’s Cottage cluster. We are looking for energetic, cheerful, and talkative individuals to join our team this season.
Working at all 3 sites will be required on a rota basis, but this role will be based primarily at the Weavers Cottage. Through engaging and informative interactions, you’ll help share stories about these iconic sites and build support and understanding for the National Trust for Scotland.

• You’ll help welcome visitors from across the globe and ensure they have an enjoyable and memorable experience here from the moment they arrive to the moment they leave.

• You’ll work flexibly and with an eye for detail, ensuring the smooth and safe operations in Admissions, Retail, and Events activities whilst making the property the best possible place to visit and work.

• 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.

• You will contribute to the team property targets and work well within a team.

• You will work with staff and volunteers by understanding of the property 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. Training will be provided.

Our ideal candidate you should be an excellent storyteller with a knack for customer service. An outstanding tour guide will perform minor alterations to each itinerary to suit the unique interests of each group. You will have excellent presentation skills and be able to communicate the importance of Scottish heritage and its preservation and work well within a team.
Someone who wants to help us generate the income and recruit the members that enable us to care for all the unique and valuable properties within the Glasgow cluster. They will enjoy the variety and exciting challenges that come with working across several different sites and areas.
An interest in Weaving or textile history is desirable.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Provide a consistently high standard of visitor care
• Engage with and make our visitors feel welcome at all times, exploring the unique exhibitions and experiences each site has to offer.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• Provide a responsive, friendly and efficient service tailored to the needs of both individual visitors and tour groups.
• Be passionate about our sites. Develop a thorough understanding of the sites within the Glasgow Cluster, enabling you to share stories with visitors, offer ideas to help them enjoy their visit and answer common questions. Training of each property will be provided.
• 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 Tenement House and Holmwood House teams.
• Promote other local properties and the work of the Trust.
• Focus on the details. Ensure retail displays remain stocked, tidy and enticing throughout the day.
• Assist with the set-up, running and clean-up of functions and events.
• Work flexibly and in harmony with your colleagues across sites and departments, supporting each other to make best use of team resources, especially at busy times.
• Take the initiative and address problems or deal with tasks as they arise.
• Listen and respond open to visitor comments to ensure that visitors leave happy and looking forward to their next visit. Feedback any issues as they arise to ensure the smooth running of the site.
• Help gather photos/videos for social media to promote our activities and encourage visits.
• Be able to take responsibility for your own development and learning.

Generate the income that enables us to look after special places
• Be aware of the team’s targets for generating income and other key objectives and aim to achieve and exceed them.
• Work with the Visitor Services Manager and property staff to deliver financial targets and other KPI’s.
• Be proactive in upselling our shop and membership products and services by seeking to understand customers’ preferences.
• Share the benefits of membership with ticket holders and actively seek innovative ways to encourage recruitment
• Actively promote the work of the National Trust for Scotland and the value of membership to existing and potential members
• Be responsible for accurate and secure till operation and sales processing and support the reconciliation of end of day takings. Handling cash accurately and processing sales.

Maintain excellent standards of site and personal presentation and safety
• Help with behind-the-scenes tasks to prepare for opening at the start of the day and close-down at the end.
• Share responsibility for housekeeping duties at the beginning of and end of each shift (e.g. hoovering, rubbish removal) including staffroom and staff bathroom
• Take pride in your surroundings by maintaining high standards throughout the day and helping to clean public and staff areas.
• Report all instances of damage, wear and tear or maintenance needs promptly.
• Ensure you are clearly identifiable and appropriately dressed by wearing uniform, name badges, and PPE as required.
• Share responsibility for the health and welfare of property staff, volunteers and visitors by adhering to NTS Health, Safety and Environment policies and guidelines.
• Work in cooperation with other departments; gardening, grounds maintenance, contractors and NTS staff.
• Be mindful of the 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.)
• Participate in the safe evacuation and management of colleagues and visitors in the event of fire, security alert or alarm

JOB PURPOSE
A Visitor Services Assistant is crucial to our visitors’ lasting 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. You will ensure the stories of the families who lived at Brodick are told in an engaging and informative manner, as well as information pertaining to the site as a whole. As a guide you will bring our museum accredited collection and interpretation to life.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Customer Service & Visitor Experience
 Deliver a consistently high standard of customer service to all visitors.
 Provide confident knowledge of the collection and stories of Brodick Castle
 Actively research independently to inform knowledge growth where appropriate.
 Provide general information to visitors about the wider site, including directions, facilities, opening hours, and key points of interest across Brodick Castle, Gardens and Country Park.
 Support occasional admissions and retail processes.
 Assisting with queue management by working at pace during busy periods to maintain a smooth visitor journey.

Membership Engagement & Promotion
 Share the benefits of membership with ticket holders and actively seek innovative ways to encourage recruitment.
 Actively promote the work of the National Trust for Scotland and the value of membership to existing and potential members.
 Occasionally processing sales of memberships through the tills.

Room Guiding and Tour Leading
 Deliver engaging content relevant to Brodick Castle to a wide range of audiences.
 Ask as a knowledge ambassador sharing the history, collection and wider landscape in an accessible way.
 Adapt tours and interpretation styles to meet the needs and requirement of group dynamics.
 Support the delivery of programmed activities in education sessions and themed tours.
 Support story telling by delivering talks in costumes relating to the stories being told.
 Develop a catalogue of stories of your special interest relevant to Brodick Castle.

Health, Safety and Welfare
 Ensure the health, safety and welfare or staff and visitors by adhering to the Trust’s Health, Safety and Environment policies
 Work in line with the properties Risk Assessments and report any hazards, incidents or maintenance issues promptly
 Carry out security duties, including opening and closing of the rooms within the castle, ensuring the space is safe, secure and ready for visitors at the start and end of each day.
 Assist as a fire marshal for the safety of all staff and visitors.

Communication and Teamwork
 Communicating effectively with colleagues, supervisors and managers to support smooth daily operations – via radio/telephone and email
 Contributing to a positive, inclusive team culture
 Participation in educational programmes may require a criminal records (Disclosure Scotland) check to be carried out.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
Essential
 No formal educational qualification is required.
Desirable
 A degree in museum or heritage related studies
 Relevant CPD/ Foundation qualification
Experience & knowledge
Essential
 Ability to work within a team or independently, with minimal supervision to a high and safe standard.
 Ability to be flexible, 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.
 Genuine belief in the value of good customer service.
 A genuine desire to learn about lived heritage of Brodick Castle’s families.
 Excellent interpersonal and communication skills.
 Demonstrable time management skills and the ability to prioritise tasks.
 Ability to be proactive and to take the initiative as required.

Desirable
 Experience in EPOS style till operation.
 Experience in leading groups of visitors
 Experience in theatrical story telling.
 Experience working in a heritage, cultural or visitor-attraction environment.
DIMENSIONS AND SCOPE OF JOB
Scale
 The role has a primary working location of the Brodick Castle.
 Additional working locations across the estate such as the gardens for functions and events.
People Management
 This role does not line manage any other position.
 This role works collaboratively with Admissions, Catering, Events and Retail.

Finance Management
 This role holds no budget responsibilities.
 The role will be responsible for cash handling from time to time.
Tools / equipment / systems
 Use of EPOS Systems to process payments and admission.
 Use of digital applications and services for people management and communications.
 Use of retail equipment and machinery.
Example key performance indicators and targets
 Customer Service Score from visitor feedback.
 Till Accuracy.
 Historical Knowledge and Accuracy.
 Successful development of tours and talks.

JOB PURPOSE
A Visitor Services Assistant is crucial to our 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. As you will be working in a 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 (Memberships, admissions tickets, guidebooks). The Visitor Services Assistant is expected to meet (if not exceed) sales targets for the selling of memberships and Guidebooks. You will also be expected to be knowledgeable and actively engage with our visitors and provide general “tourist information” for the locality and other nearby Trust properties.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To always provide a consistently high standard of visitor care.
Ensuring the site is ready to open, welcoming visitors to the site and processing their admission or catering purchase in a friendly, efficient and knowledgeable manner.

 Welcome visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act.
 Welcome International visitors and aiding with specific needs.
 Welcome groups in an efficient and warm manner.
 Answering visitors’ queries about the site, facilities, and the local area.
 Providing information about the site, its history, contents, offers, and merchandise.
 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 support the operational needs of the business with occasional cross department working such as guiding and retail.

Visitor Experience and Front of House Duties
 Delivering a high level of customer service
 Sharing important site updates and event information with visitors
 Ticket/membership sales and admissions
 Assisting with Admissions at the Castle Front Desk as required
 A passion for product knowledge and upselling

Membership and Visitor Recording
 Sharing the benefits of our Memberships and finding innovative ways to encourage recruitment
 Accurate recording of visitors and members onto tablets and ensuring devices are well maintained with issues reported promptly
 Always following GDPR guidelines when signing new members and storing paperwork
 Working with the Visitor Services Supervisor and wider team to deliver membership targets and KPI’s

Cash Handling and Administration
 Cash Handling and reconciliation including end-of-day administration tasks
 Secure and accurate handling of cash and data in line with Cash handling and GDPR policies and procedures
 Key holding duties, with potential to open/lock up

Communications
 Managing communications – telephone, radio and email and following up on any requests
 Reporting any system issues to the Operations team for rectifying as soon as possible

Safety, Welfare and Site Operations
 Ensuring Health and welfare of staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and risk assessments
 Traffic Management – ensuring vehicles are managed efficiently to prevent queues backing onto the road
 Assist as a fire marshal for the safety of all staff and visitors.

Always maintain excellent standards of site and personal presentation.
 Wearing the correct uniform, name badges, or PPE as required.
 Upkeeping a clean and safe working environment for staff and visitors.
 Reporting all issues of damage, wear and tears, promptly to your Line Manager.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
Essential
 No formal educational qualification is required.
Desirable
 Food Safety Level 2 Qualification
 Allergen Awareness (Scotland)
 Relevant CPD/ Foundation qualification
Experience & knowledge
Essential
 Ability to work within a team or independently, with minimal supervision to a high and safe standard.
 Ability to be flexible, 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.
 Genuine belief in the value of good customer service.
 Excellent interpersonal and communication skills.
 Demonstrable time management skills and the ability to prioritise tasks.
 Ability to be proactive and to take the initiative as required.

Desirable
 Demonstrable experience in a customer-facing role or hospitality role, delivering impeccable customer care through excellent interpersonal skills.
 Experience in EPOS style till operation.
 Excellent cash handling skills.
 Excellent selling skills – adaptable to customer type and product.
DIMENSIONS AND SCOPE OF JOB
Scale
 The role has a primary working location of the Brodick Castle welcome centre such as the Woodland Café.
 Additional working locations across the estate such as the gardens for functions and events.
People Management
 This role does not line manage any other position.
 This role works collaboratively with Catering, Retail, Events and Visitor Services.

Finance Management
 This role holds no budget responsibilities.
 The role will be responsible for cash handling.
Tools / equipment / systems
 Use of EPOS Systems to process payments and admission.
 Use of digital applications and services for people management and communications.
 Use of catering equipment and machinery.
Example key performance indicators and targets
 Customer Service Score.
 Till Accuracy.
 Product Knowledge.
 Food Safety & Hygiene Compliance.