Visitor Services

JOB PURPOSE
Under the direction of the Head Gardener and First Gardener, to ensure that the formal garden and estate at Haddo House are managed and maintained to a high standard in line with the aims and objectives of the National Trust for Scotland.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
1. Assisting with general horticultural duties to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors. Activities may include but not limited to:
a. Hand-weeding of beds and borders
b. Planting out (under direction of staff)
c. Grass-cutting, strimming, hedge-cutting and raking/collection
d. Cutting of lawn edges
2. Assisting with general property maintenance duties for the maximum safety of, and enjoyment by, visitors. Activities may include but not limited to:
a. Refuse disposal
b. Raking gravel paths
3. Assisting as required with the general enjoyment of the gardens and estate by:
a. Responding to general visitor enquiries
b. Assisting at events held within the garden or on the estate
4. Assisting with interpretation activities such as answering basic horticultural enquiries from visitors.
5. Working with the full-time staff to foster positive relationships with local communities, visitors and promoting the work of the Trust, and actively seeking opportunities to increase Trust membership.
6. Working with volunteers to ensure they deliver required outputs at the appropriate standard and gain benefits from their volunteering
7. Ensuring compliance with the Trust’s health, safety and environment policies and procedures to ensure the safety of staff, volunteers and visitors. This includes recognition of the Trust’s environmental policy with respect to sustainable gardening policies.
This role does not require you to undertake a criminal records check.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualifications required – but previous gardening experience is highly desirable
• Driving License, valid for driving within the UK
Experience
Essential
• Should be experienced with a wide range of hand tools and basic machinery / equipment (e.g. lawn mowers, strimmer) or willing to be trained
• Excellent interpersonal and communication skills, confident in interacting and dealing with a wide range of people, and able to represent the Trust
• Some practical knowledge of Health and Safety processes and the ability to work effectively within these processes
• Capable of working effectively within a team environment, but equally able to work unsupervised
• Good organisational and time management skills – including the ability to prioritise work where necessary
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland

Desirable
• A genuine love for gardening and garden maintenance is highly desirable
• Experience of working in a garden open to the public
• Competent IT skills sufficient for use of the internet and for completing intranet training modules

PURPOSE OF THE ROLE

Culzean Castle is one of Scotland’s most loved castles, as one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this magical place. This will be achieved through being welcoming; engaging and knowledgeable; prepared to answer visitors’ questions about objects, stories of the castle and its family and the NTS.

The role involves some physical activity and will include standing for periods of time and/or walking through the building undertaking guided tours. Due to the historic nature of the building physical access from the upper levels in the event of an emergency is currently only by stairs.

KEY RESPONSIBILITIES

Visitor Welcome & Front of House Duties
• Warmly welcome visitors to the Castle, checking tickets and upselling guidebooks to enhance their visit
• Ensure the highest level of customer service so all visitors receive an excellent experience
• Maximise visitor enjoyment and understanding of the property by engaging them with the history of Culzean and the Kennedy family
• Ensuring accurate recording of visitors through the till system

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

Tours, Interpretation & Learning
• Deliver a broad range of high-quality guided tours and talks for the public and organised groups, following a pre-arranged script within the allotted time of 45 minutes
• Deliver engaging school workshops for all ages and abilities
• Enhance the visitor experience through third-person costumed interpretation, object handling and conservation demonstrations (where applicable)
• Promote and sensitively encourage donations during guided tours and/or at the Front Desk ensuring that visitors understand the impact of their support on the property’s conservation work.

Security, Conservation & Property Care
• 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.)
• Support the VSS Collections Care and the conservation the property and its contents, reducing the risk of accidental damage through visitor engagement and appropriate conservations/object handling practices

Health, Safety & Emergency Procedures
• Share in the common responsibility of implementing the Trust’s Health & Safety policy, being mindful at all times of health & safety of self, staff, volunteers, and visitors
• Participate in the safe evacuation and management of colleagues and visitors in the event of a fire, security alert or alarm

Housekeeping & Daily Operations
• Share responsibility for housekeeping duties at the beginning of and end of each shift (e.g. hoovering, rubbish removal) including staffroom and staff bathroom

JOB PURPOSE

As a front-line member of the Engagement team your job is give an amazing welcome and tell the story of the Culloden Battlefield. You will be working in the gallery delivering handling workshops, delivering daily tours in the peak season, costumed presentations and facilitating school and military programmes as well as supporting in other departments.

This role is key to the visitor experience; your role is to put smiles on faces and ensure our visitors have an amazing visit.

Benefits include
• Cycle to Work Scheme – offering excellent discounts on bicycle costs
• Up to £50 towards the cost of your glasses or contact lenses if you need them for work
• Staff discounts through Reward Gateway, our online employee discount scheme – offering a variety of discounts on a wide range of high street retail brands
• 10% discount from the rental price (excluding the booking fee and any other ancillary charges) on all self-catering holiday accommodation managed by our partner Sykes Holiday Cottages
• Your employee card gives free entry to you, any of your children under the age of 18 and one other adult to National Trust for Scotland and National Trust properties, as well as a 20% discount on most purchases in National Trust for Scotland retail outlets.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the Engagement team to deliver high quality visitor experience at Culloden Battlefield, and across the Culloden Cluster (including but not limited to):

• Deliver daily high quality informal and formal engagement programming
• Develop strong historical knowledge of site and wider area
• Be responsible and proactive. Ensuring all day-to-day tasks are completed including record keeping and reporting figures, cleaning, and basic administration as required.
• To provide consistently excellent customer service when dealing with high volumes of customers
• 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 Culloden cluster
• Adhering to the property’s quality standards including but not limited to the 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).
• 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.
• Cash reconciliation duties including start and end of day tasks, must have experience handling cash accurately and processing sales

This role is one for which the duties, responsibilities or accountabilities of the role require you to become a member of the Protection of Vulnerable Groups (PVG) scheme, administered by Disclosure Scotland. This role involves regulated work with children / vulnerable adults.

As a Brand Home Ambassador & Tour Guide, you will be the face of our brand new distillery and visitor centre in Luss.

Your role will be pivotal in delivering exceptional, engaging, and educational experiences to all guests, from immersive gin tours and to bespoke whisky tastings. You will bring our wide portfolio of brands to life, ensuring every visitor leaves with a memorable experience.

Please apply using the link below, or reach out with any questions to information@lussdistillery.com

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Provide a consistently high standard of customer service

• Welcome customers at all our key touch points, from their arrival in our car park and entrance area, to making purchases in our café and shop, exploring our unique reconstruction of a 300-year-old turf house or enjoying the info hub, cinema and exhibition.
• Provide a responsive, friendly and efficient service tailored to the needs of both individual visitors and tour groups.
• Develop a thorough understanding of the place you work, enabling you to share stories.

• visitors, offer ideas to help them enjoy their visit and answer common questions.
Follow guidelines to ensure retail or catering displays remain enticing throughout the day and help with stock replenishment to ensure product availability.
• Work flexibly and in harmony with your colleagues across departments, supporting each other to make best use of team resources, especially at busy times.
• Seek visitor feedback and share your own ideas to develop and improve our offer, service and operations.
• Help gather photos / videos for social media to promote our activities and encourage visits.
• Assist with the set-up, stewarding and break-down of functions and events.

Generate the income that enables us to look after special places

• Be aware of the team’s targets for generating income and aim to achieve and exceed them.
• Actively upsell our café, shop and membership products and services with excellent product knowledge, tailored to customer preferences.
• Be responsible for accurate and secure till operation and sales processing, supporting the reconciliation of end-of-day takings.

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.
• Take pride in the presentation of our buildings and surrounding landscape, maintaining high standards throughout by 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 badge 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.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Provide a consistently high standard of customer service

• Welcome customers and offer an exceptional visitor experience at our key touch points, from arriving in our car park and coach park, to climbing up the Monument and enjoying our exhibition, or making purchases in our café and shop.
• Provide a responsive, friendly and efficient service, tailored to the needs of both individual visitors and tour groups.
• Develop a thorough understanding of the place you work, enabling you to share stories with visitors, offer ideas to help them enjoy their visit and answer common questions.
• Follow guidelines to ensure retail or catering displays remain enticing throughout the day and help with stock replenishment to ensure product availability.
• Work flexibly and in harmony with your colleagues across departments, supporting each other to make best use of team resources, especially at busy times.
• Seek visitor feedback and share your own ideas to develop and improve our offer, service and operations.
• Help gather photos / videos for social media to promote our activities and encourage visits.
• Assist with the set-up, stewarding and break-down of functions and events.

Generate the income that enables us to look after special places

• Be aware of the team’s targets for generating income and aim to achieve and exceed them.
• Actively upsell our café, shop and membership offer and services with excellent product knowledge, tailored to customer preferences.
• Be responsible for accurate and secure till operation and sales processing, supporting the reconciliation of end-of-day takings.

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.
• Take pride in the presentation of our buildings and surrounding landscape, maintaining high standards throughout by 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.