Visitor Services

SEASONAL VISITOR EXPERIENCE ASSOCIATE

Full Job Title: Seasonal Visitor Experience Associate

Organisation: Muckle Brig Ltd

Location: Leith, Edinburgh (Lind & Lime Gin Distillery, Port of Leith Distillery)

Weekly Hours: Seasonal, Part Time

Work Schedule: Monday to Sunday, in line with VE operating hours

Salary: £13.39 per hour

Reporting to: Visitor Experience Supervisors

ABOUT US
Our company values are at the foundation of everything we do.

We focus on products that we love.

We’re realistic.

We keep our conscience clear.

We achieve everything as a team.

We deal with the difficult stuff first.

We spend our money on the right things.

We invite our friends to parties.

From a single person in a garden shed, our company has grown to include multiple sites, brands, and a team of passionate and talented individuals. We have so many stories to tell, and communicating those stories is an essential and increasingly complex undertaking. 2026 isn’t slowing down!

The Role
As a Visitor Experience Associate, you will be the face of our Port of Leith Whisky and Lind & Lime Gin Distilleries. From greeting our guests with a 5-star welcome & guiding them through the Tour Experience to advising in our distillery shops and so much more.

Muckle Brig is a fun, fast-paced, diverse environment to work in. Excellent communication skills are paramount to a successful day. Your skills, enthusiasm and diplomacy will shine through for our guests and your colleagues within the distilleries.

Key Responsibilities
Provide excellent customer service

Welcome and orientate guests

Be responsible and proactive

Tour Guide

Dynamic storytelling – providing the historical stories behind our liquids, information on our production process, demonstrating mini-bottling, and conducting tasting sessions and cocktail making sessions.

Setting up, clearing, cleaning and resetting the tour route for each tour, including cocktail making equipment and tasting laboratory

Weekly tour stock counts

Ongoing cleanliness and presentability of the tour area

Assisting with guest needs as required to ensure an excellent experience

Assisting with Private Tours and Events on an ad hoc basis

Retail Assistance

Actively up-sell products through strong product knowledge and excellent customer service to maximise sales

Continually engage with customers to ensure maximum service

Weekly and monthly stock takes across shop stock

Fulfilling online retail orders for collection and posting at Lind & Lime as required

Being a superb ambassador for all aspects of Muckle Brig, including Lind & Lime, Port of Leith Distillery and Leith Bond, our export company

Following our Health & Safety, COSHH, Organic and Food Hygiene policies

You may be required to work at other Muckle Brig locations when appropriate

Other tasks as required

Skills & experience
You are a superb communicator with an enthusiastic and flexible approach, with the ability to adapt to any situation. You can create a fabulous atmosphere for all our guests. You are a competent multitasker who thrives on being part of a team delivering an excellent visitor experience.

Enthusiastic and confident, warm, friendly and the ability to work within the team, with minimal supervision, to a high and safe standard

EVE (Exceeding Visitor Expectations) Certificate desirable

Positive, can-do attitude

Ability to adapt to customer flow while maintaining excellent service quality

Excellent front-of-house skills

Demonstrable time management skills and the ability to prioritise

Previous retail experience would be advantageous but not essential

SALARY & BENEFITS
£13.39 per hour

29 days holiday per year (inc. bank holidays), pro-rated for part-time staff

Employee discounts

Full training given with CPD opportunities ongoing

This job description is indicative of the nature and level of responsibility associated with the job. It is not exhaustive, and there may be a requirement to undertake other duties as required

To apply please send your CV and Cover Letter to jobs@mucklebrig.com

Visitor Services Assistant

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).

Visitor Services Assistant – Housekeeping

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.

Brand Home Ambassador

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

Visitor Services Assistant

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.

Visitor Services Assistant

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.

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