Visitor Services Assistant

Organisation: The National Trust for Scotland

Salary: £22,672 pro-rata, per annum

Location: Branklyn Garden


To maximise our visitors’ enjoyment of Branklyn Gardens Tearoom by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure. To ensure the smooth and safe running of operations in the tearoom.

To provide the highest degree of customer service: greet and welcome all visitors to the property; recruit new Trust members and promote fund-raising initiatives; deliver appropriate admissions procedures; and provide general visitor information. Please note that the job involves some physical activity in the form of periods of standing, walking, etc.
Some flexibility will be required as to when hours are worked and regular weekend working will be expected.


This role will assist the property team in delivering a high-quality visitor experience at Branklyn (including but not limited to):
 To provide a consistently high standard of visitor care at all times when welcoming all visitors to the site and processing their catering purchase in a friendly, efficient, and knowledgeable manner.
 Assist in food preparation and stock management.
 Answering visitors’ queries about the catering offer, deals, seating, and ingredients.
 Checking on how visitors are enjoying their experience of catering at Inverewe and enquiring whether all their needs are met.
 Consistently presenting high quality plating of food.
 Promoting the National Trust for Scotland and the benefits of membership of it.
 To maintain excellent standards of site and personal presentation at all times.
 The general ongoing operational cleaning of all areas as necessary.
 Wearing correct uniform, name badges, or PPE as required.
 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 and adapt working patterns and tasks to meet day-to-day variations in 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.
 Ability to be proactive and to take the initiative.

 Basic Food Hygiene Qualification.
 Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation.


People Management
 The Property team consists of a Visitor Services Manager and Visitor Services Supervisors. There are no line management responsibilities for this role, but this role works closely with volunteers and members of the wider site team.
 This role involves working with members of the public of all ages and abilities on a daily basis.

Finance Management
 This role will involve cash reconciliation duties as appointed by the Visitor Services Supervisor.

Tools / equipment / systems
 There will be the occasional use of cleaning chemicals.
 Use of kitchen equipment e.g. Coffee machine.
 This role will involve manual handling.
 Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety).

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.

Interested applicants should forward a completed application form to the People Department by email via, on 17th February 2023.

Application Deadline: Friday 17/02/2023