Hospitality and Catering

As a member of our Visitor Services team your job is to give visitors from across the globe a warm welcome to Fyvie Castle and help generate the income that enables us to care for Fyvie Castle and other National Trust for Scotland properties.

Visiting our tearoom is an essential part of the visitor experience and the role of the Visitor Service Assistant – Catering is to make it a positive and memorable part of a visitor’s day with us.

You will help us maximise sales through excellent customer service and product knowledge, taking a pride in store presentation and effective behind-the-scenes processes.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• 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; supporting visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.

• Answering visitors’ queries about the catering offer, deals, seating, and ingredients.

• Checking on how visitors are enjoying their experience of catering at Fyvie Castle 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.

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at House of Dun.

House of Dun is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. 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. We are looking for people who have experience or a keen interest in Catering.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care when –

Welcoming visitors to the café and working in an efficient and knowledgeable manner

Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.

Answering visitors queries about the catering offer.

Promoting the National Trust for Scotland and the benefits of membership.

To maintain excellent standards of site and personal presentation –

Ensuring the café is fully stocked and set up daily.

Wearing correct uniform, name badges, or PPE as required.

Working in harmony with other departments within the property.

You must be flexible to meet the needs of the property, this will include weekend working.

Financial Responsibilities

To adhere to all financial procedures to include till operations and cash reconciliation duties.

Help achieve sales targets and membership recruitment targets.

Upsell products within the café.

Actively feedback visitor comments to line managers to improve offer, service and operation.

Health and Safety

To ensure the site meets with the Health and Safety legislation in liaison with your department manager.

To ensure that visitors vacate the site at close of business and site is secured at end of the day.

JOB PURPOSE

To provide operational coordination and supervision of catering, retail, visitor services, and events at the Robert Burns Birthplace Museum in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.

The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:

Visitor services, catering, (including ordering, merchandising, sales targets)

Line management of Visitor Services Assistants and volunteers to deliver an exceptional visitor experience for all guests

Overseeing and ensuring that the sale of alcohol legislation is adhered to.

Being visitor/ customer focused by being visible, approachable, and quick to exceed expectations in fulfilling customer needs.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

Working with the Functions & Events Supervisor to deliver the catering offer for weddings, hospitality, and corporate events

Duty management and oversight/maintenance of the property

Deputizing for the Visitor Services Manager / Operations Manager and providing cover for other Visitor Service Supervisors on-site and off-site as required

Visitor services, functions, events, admissions, and retail offer when acting as Duty Manager

Ensure the property social media is managed to generate interest, engagement and help drive visitors

Promoting the National Trust for Scotland as a memberships organization and the benefits of becoming a member to all visitors.

Security of the Property.

Health & Safety procedures, emergency procedures, and environmental procedures.

Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees, and visitors.

JOB PURPOSE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team at Castle Fraser.

Castle Fraser is a fabulous place for tourists and locals to soak up the atmosphere of old Scotland. Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. 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.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• 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; supporting visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.

• Answering visitors’ queries about the catering offer, deals, seating, and ingredients.

• Checking on how visitors are enjoying their experience of catering at 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.

JOB PURPOSE

A visit to The Woodland Café and Squirrel Hut is an important part of a trip to Brodick Castle, Garden & Estate, for both tourists and locals. With two food & beverage outlets there is plenty of choice to meet all our visitors’ needs.

The Woodland Café is the first place on the visitor route, it’s tall ceilings, large glass windows and developing greenery give visitors that indoor, outdoor experience. With a mixture of indoor and outdoor seating we aim to cater for everyone, from the grab and go dog walker to those enjoying a leisurely lunch.

The Squirrel Hut, located in the adventure playground offers parents and children the opportunity to play as well as relax with a great coffee and cake or cool ice cream and summer shake.

We pride ourselves on a warm welcome, outstanding service and tasty menu, serving homemade soups, as well as hearty meals such as pasties and deliciously tasty sandwiches or summer salad bowls. We also have a variety of treats for sweet-toothed visitors, not forgetting our fabulous scones, seasonal milkshakes, and specialty coffees. We are looking for friendly, welcoming individuals who can deliver a high-quality visitor experience.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

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

Welcoming visitors to the site, café and Squirrel hut in a friendly, efficient, and knowledgeable manner.

Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Equality Act.

Welcoming large groups in an efficient and warm manner.

Housekeeping duties in the café and Squirrel hut of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing where required.

Assisting in the day to day running of the café and Squirrel hut.

Wearing correct uniform, name badges, or PPE as required, maintaining personal presentation.

Reporting all instances of damage and wear and tear issues promptly to your line manager.

Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

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.

Contract Type: Permanent
Grade: FCLW
Salary: £22,525.71 per annum pro-rata, £12.00 per hour (enhanced rates of £16.00 per hour for evenings after 8pm and weekend working)
Hours: 25 hours per week
Location: Lochgelly Centre
Job Reference: ON000517

We are OnFife and as Fife’s largest cultural organisation we specialise in making jaws drop, hearts warm, eyes light up and imaginations run wild. We work with a huge range of partners, artists and creatives and our spaces are some of Fife’s favourite places. An ambitious leadership-oriented charity, we’re built on strong values, and those values make us who we are – Fearless, Inviting, Fair and Exciting.

We’re a real Living Wage employer, and we offer a local government pension scheme, generous holiday allowance and flexible working opportunities.  If you need to travel for work, we can provide pool cars if you’re near head office or pay travel expenses, so you are not out of pocket! Along with this, you can also access discounted gym/swim memberships and other employee benefits.

The Role
The role will include providing a service for Lochgelly Centre café, working Monday to Friday supporting the onsite team in preparing food and beverage items. There will also be opportunities to work additional hours for evening and weekends when programmed events are planned within the venue and in our venues offering events with bar service.

You can view the full job spec on our current vacancies page on our website.

About You
This role will suit someone who is a real foodie, someone who can communicate with various teams and enjoys working with the public, someone who provides excellent customer service naturally. This is the perfect opportunity for an individual with the right drive and passion who is interested in developing both their catering and hospitality skills, and their knowledge in a role, whilst being part of a larger team.

You will ideally have similar experience in a catering environment, and have cooking and preparation skills, bar knowledge and Barista training. You will be a confident communicator, have knowledge of working in a hospitality environment and know what excellent customer service looks like.

How to Apply
If you would like to find out more information about this role before applying, please contact Andy Gernon, Catering Operations Manager, for an informal chat. Contact details can be found on our current vacancies page on our website.

When you’re ready to apply, please complete our application form and equal opportunities form and return them to the HR team at hr.fct@onfife.com. The application pack can be downloaded from our current vacancies page on our website.

OnFife is an equal opportunities employer.

We are proud to support the Armed Forces community and are committed to the Armed Forces Covenant.

The closing date for applications is 9am on Thursday 25 July 2024.

Interviews will be arranged before August.