Visitor Services

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. 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.

KEY RESPONSIBILITIES:

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

Welcoming visitors and promoting the value of Trust membership

Assisting visitors in selecting and purchasing the most appropriate ticket option

Processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy

Guiding visitors throughout the property and providing information on its history, its furnishings and inhabitants.

Stewarding rooms during high season, providing information on the history of the room

To provide excellent customer service

Handling cash accurately and processing sales

To actively drive up selling opportunities on membership through strong knowledge and an excellent customer service.

Be able to take responsibility for your own development and learning.

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 team

To provide consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits.

Adhering to the property’s quality standards including wearing of uniform.

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).

PURPOSE OF THE ROLE

To maintain cleanliness of Balnain House by delivering the highest standards of housekeeping and cleaning. This includes, but is not limited to, cleaning of the canteen area, toilets, offices, main reception and staircase.

KEY RESPONSIBILITIES

The key purposes of the post will be met by following an appropriate regime for the House, in line with current Trust best practice. Such practice includes, but is not limited to:

General Housekeeping:

Undertaking the routine cleaning and housekeeping of visitor and staff areas of the property, including but not limited to:
• Deep (planned and ad-hoc) cleaning
• Reporting any concerns to the Office Manager
• Vacuuming and sweeping floors
• Dusting/polishing of fittings such as panelling, stairs, and doors
• Dusting/wiping of sills, skirting’s, doorframes, window frames, bannisters and spindles
• Cleaning of desks, including keyboards and monitors weekly
• Cleaning of windows on doors
• Cleaning of toilets, sinks, staffrooms etc.
• Deep clean micro, fridge, toaster, etc. (clean fortnightly, deep clean monthly)
• Set up meeting rooms – Balnain House
• Clear and clean meeting rooms – Balnain House
• Empty bins, remove and clean any crockery left in offices/meeting rooms.
• Any other reasonable tasks requested by line Manager.
• Maintain external steps & path at all times (including clearance of leaves, moss and ice*)
o *Apply salt/de-icer when required
o Keep fire escape clear of leaves and debris

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out nor is the post holder required to become a member of the Protection of Vulnerable Groups (PVG) scheme, which replaces the ‘Enhanced Disclosure’ check and is administered by Disclosure Scotland.

SCOPE OF ROLE

People Management
• Not a line manager.
• Will work closely with other property colleagues and will interact with other technical/specialist advisory colleagues based in other locations and departments;
• Will work closely with contractors working on site and suppliers.

Financial Management
• Not a budget holder.

Tools/Equipment
• Will be a frequent user of cleaning materials, tools and specialist cleaning solutions.
• May be a frequent user of ladders, hand tools etc.
• user of IT equipment
• May wear PPE for personal protection and protection of the property and artefacts.

SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills and behaviours the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential
• A personal commitment to high standards of cleaning
• Attentive to detail with an eye for presentation and finish.
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland
• Personal commitment to excellence in visitor experience

Desirable
• Previous housekeeping experience

The Key Responsibilities and 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 his/her general abilities.