Visitor Services Assistant - Functions & Events
Organisation: The National Trust for Scotland
Salary: £22,672 pro-rata, per annum
This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the future and what we do every day as a business: bringing people together and giving them the greatest visitor experience.
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, this postholder will ensure the smooth running of our wedding operation from enquiry to delivery.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To assist with the set-up, stewarding and break-down of events and functions.
To be the point of contact for all weddings.
To manage wedding bookings and all enquiries.
To ensure good housekeeping of Ossians Hall.
To actively upsell memberships 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 provide a consistently high standard of visitor care at all times
Welcoming visitors to the site 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 and the local area.
Providing information about the site, its history.
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 Ossians Hall, sweeping, dusting and polishing when required and window cleaning.
Ensuring hall is ready to open and welcome couples by the set opening time.
Wearing correct uniform, 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; rangers, operations, grounds maintenance and site repair employees/contractors.
Health and Safety
To ensure site meets with Health and Safety legislation in liaison with your department manager.
To use personal protection equipment as provided and directed by your line manager.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
No formal educational qualification required (but see “Experience” below).
A full, clean driving license for driving in the UK.
Skills, Experience & Knowledge
Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal 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.
Knowledge of Microsoft excel and Microsoft outlook.
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.
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 their general abilities.
Application Deadline: Sunday 04/06/2023