Visitor Services

JOB PURPOSE
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, to ensure the smooth and safe operations, making the property the best possible place to visit and work.

Must have full weekend availability, hours will be issued on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care at all times
 Welcoming visitors to the site and processing their admission/retail purchase in a friendly, efficient and knowledgeable manner.
 Welcoming visitors with special needs / impairments and providing a high level of service.
 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.
 Proactively engaging with visitors about the site, its history, contents, offers and merchandise.
 Promoting the 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.
 On occasion conduct guided tours of Falkland Palace to the general public and visiting groups.

To maintain excellent standards of the site and personal presentation at all times
 Ensuring site is ready to open and welcome visitors by the set opening time.
 Wearing correct uniform, name badges, 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; Collections Care, Gardening and site repair employees/contractors.

Financial Responsibilities (where applicable)
 To adhere to all financial procedures to include till operation and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

 
Visitor Services/Retail/Events/Cashier duties (where applicable)
 To ensure that retail merchandising is in accordance with NTS policy.
 To assist in achieving site retail/membership/events targets and KPI’s.
 To actively upsell products 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 Fife Properties as needed.
 To assist with the set-up, stewarding and break-down of events in liaison with the management.
 To assist with Heritage Hospitality events. This may include evening work.
 To ensure good housekeeping in back of house areas.

Health and Safety
 To ensure site meets with Health and Safety legislation in liaison with your department manager.
 To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
 To use personal protection equipment as provided and directed by your line manager.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
 No formal educational qualification required.

Skills, Experience & Knowledge

Essential
 Demonstrable experience in a customer-facing retail-based role, delivering impeccable customer care through excellent inter-personal skills.
 Demonstrable experience in sales or ticket/event/admissions – ideally in a heritage/tourism context – with experience and confidence undertaking till-work and cash handling/reconciliation.
 Excellent cash handling 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.
 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.

Desirable
 Experience in storytelling and a passion for Scottish heritage and history.

3rd April – 12th April

What we do? With 1,000 acres of history, walks, wellness, shopping, food and adventure, all in a beautiful setting just a few miles from Edinburgh, Dalkeith Country Park is enjoyed and valued by locals and visitors from afar. Whether in search of adventure, play, thrills, food, shopping or restoration, we have something for all. This Easter we have egg citing Easter Activities planned where adventurers can enjoy a fun filled scavenger hunt and get the opportunity to meet our much loved Bunny and other important Easter characters!

The role? As Easter Mascot, you will don our delightful giant carrot costume to help us deliver our Easter activities at Fort Douglas Adventure Playground. Bringing our Easter celebrations to life, you will interact with families and young visitors, keeping them engaged and directing them to activities and event areas. In this seasonal role, you’ll need to maintain high energy and enthusiasm throughout our busy event and activities schedule, and will be happy posing for photos. Hours will vary, and weekend working is required.

The person? Enthusiastic, approachable and cheery, you will be comfortable performing in costume, and have great customer service skills. A drama or performance background would be useful, but it’s more important that you are great with people and have the confidence to engage with visitors of all ages. If you think you’ve got what it takes to hop into this role, then we’d love to hear from you!

Why work for us? This is a unique opportunity to work in the stunning setting of Dalkeith Country Park, in a friendly, fun and supportive environment.

How to apply? Please email your CV and covering letter to recruitment@buccleuch.com.

The closing date is 9 March.

Please view our privacy policy at www.dalkeithcountrypark.co.uk/privacy/

Your role of Admissions Assistant will be a part year permanent position up until September 2026. The likely start date for these roles is in April/May 2026. There are two part time positions available.

Are you looking for a flexible seasonal job that is both fun and unique? You’ll get an insight into Scotland’s rich history and gain valuable experience in the tourism industry and help bring Scotland’s dramatic history to life for our visitors from across the world. Explore the fascinating stories from Scotland’s past and share your passion with international and local visitors who come to Stirling Castle during the season.

Join our Admissions team at Stirling Castle this season and be the first point of welcome for visitors from around the world. You’ll play a key role in delivering exceptional customer service, managing ticketing efficiently, and helping guests start their journey through Scotland’s history.

Stirling Castle is one of Scotland’s most popular paid visitor attractions, welcoming around 600,000 visitors each year.

April to September 2026

What we do? Buccleuch is a diverse and innovative business with a passion for sustainable land use in rural Britain. At Bowhill House visitors are spoiled for choice. They can enjoy a woodland walk, marvel at our beautiful gardens, explore the adventure playground, take a guided tour, and treat themselves to home baking and delicious lunches in the Old Kitchen Café or refreshments from The Horsebox.

The role? Working in a team dedicated to providing an excellent visitor experience, this is a varied role that involves working in all aspects of our seasonal operation including welcoming customers, dealing with enquiries, serving food and drinks in our catering outlets, staffing our ticket hut, assisting with birthday parties, and helping our younger visitors enjoy our facilities, seasonal activities and events safely! Hours will vary and weekend working will be required to cover our busiest time of the week.

The person? You will be great with people, enthusiastic, calm under pressure and comfortable working in a fast-paced environment. Previous customer facing and catering experience is a plus, but training will be provided. Given the varied hours candidates will require a good level of flexibility. Due to our rural location, access to your own transport is required. If you are keen to learn and want to gain experience in a visitor services environment then we’d love to hear from you!

Why work for us? This is a unique opportunity to work in the stunning setting of Bowhill House, in a friendly, fun and supportive environment.

Interested? To apply, please email your CV and covering letter to the Recruitment team at recruitment@buccleuch.com.

The closing date for applications is 11th March.

PURPOSE OF THE ROLE
To manage and deliver a professional and enjoyable visitor experience at Hill of Tarvit Mansion and Kingarrock Hickory Golf Course in line with the wider strategies of the National Trust for Scotland and the property (including reception work and catering provision). You will also assist in the development & delivery of the golf operations. The role includes the planning and delivery of NTS events and helping with larger groups both in the Mansion and in the golf facility.

Duties will include welcoming visitors, the service of food & beverage, giving an introductory talk, collecting entry and green fees as well as taking bookings over the telephone, by email and in person. The successful candidate will assist with the marketing and promotion of the golf course online and good IT skills are required. Hours are worked on a rota system which includes evening and weekend work. Due to the nature of the post the successful candidate will be expected to work outdoors on a regular basis.

KEY RESPONSIBILITIES:
 Serving food & beverage both to golfers and other members of the public.
 Daily cleaning of the kitchen facilities and good hygiene practices at all times, including temperature checks.
 Maintaining an active and prominent presence during service periods.
 Ensure the delivery of the golf experience to a high standard.
 Reception duties both in Mansion House and Hickory Golf (use of till, answering telephone inquiries, welcoming visitors, giving an introductory talk and promoting membership).
 Ensure that the golf facility and associated equipment is maintained and presented to a high standard.
 Proactively support the sale of retail products in the golf facilities and liaise with property management over stock and point of sale.
 Responsibility for opening and closing and security of the golf starter cottage, and any other relevant areas.
 Maintaining and developing the Kingarrock and Hill of Tarvit social media presence.
 Occasionally assisting at other properties.

Customer Service:
 To be knowledgeable and engaging about Hickory Golf, Kingarrock & Hill of Tarvit, and to be aware of the products and services on offer.
 To present a short introduction about the history of golf and Kingarrock golf course.
 Assure a welcoming and cheerful presence for visitors to the catering facility, golf and other members of the public.
 Serve food and drink in a professional manner.
 To work hands-on with management and other departments in the planning and the delivery of products and events.
 Make customers aware of conservation and sustainability on the estate.

Health & Safety:
 To ensure site meets with all relevant Health and Safety legislation in liaison with your department manager.
 Make sure that customers to the catering facility are aware of allergens.
 To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
 To use PPE as provided and directed by your line manager.

SCOPE OF THE ROLE

People:
 To work closely with colleagues and volunteers to ensure coverage of the golf and Mansion House operations from March to October.

Financial:
 To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

The current duties of this job require a criminal records (Disclosure Scotland) check to be carried out.

JOB PURPOSE
Here at National Trust for Scotland’s beautiful Brodie Castle we are looking for energetic, friendly, and confident individuals to join our amazing welcome team this season. No previous experience is needed, we would just love to hear from people who can interact and chat with our guests and make them feel welcomed and valued from the minute they arrive until we wish them farewell. This role is vital in providing an amazing welcome in all areas of the offer here at Brodie Castle, helping our visitors have a fantastic experience, and create wonderful memories.

Based in the Castle, Welcome Centre or Car Park, your role is to make a great day out truly exceptional for our guests. You’ll help us maximise all charity income opportunities through excellent customer service, product knowledge and taking a pride in everything we do, as well as inviting visitors to support our work through membership.

This role also includes conducting guided tours of the Castle for groups of up to 25 people or being a guide during our self-guided visits. You will shine a light on the fascinating history of the Brodie Family and the Castle they lived in through warm and enthusiastic story telling.

KEY RESPONSIBILITIES

• Provide excellent customer service to all who choose to visit.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed as instructed.
• Welcome customers to the property by providing information on the site and facilities.
• Lead tours of the Castle and Grounds which tell the stories of the past, present and future of Brodie Castle.
• Help manage car park arrivals, process payments and give site orientation
• Work with the Visitor Services Managers and property staff to deliver targets and other KPI’s.
• Handling cash accurately and processing sales.
• Working closely with the Visitor Services Manager and property staff to ensure perpetually high levels of accuracy are maintained for stock inventories.
• Actively drive-up selling opportunities through strong product knowledge and an excellent customer service with a strong focus on membership and retail.
• Working with the Visitor Services Manager and property staff to ensure high standards of display, preparation, serving and merchandising at all times.
• Cash reconciliation duties including end of day and administration tasks.
• 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.
• Work across departments when necessary, supporting the wider Brodie Castle teams.
• Develop a working knowledge of the history of the site and being able to relate that to products.
• Provide consistently excellent customer service when dealing with high volumes of customers.
• Assisting in the general ongoing operational cleaning of all areas as necessary.
• 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).
• Play your part in ensuring that the presentation of all areas is of the highest standards including wearing of uniform.

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

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

JOB PURPOSE

To provide operational coordination and supervision of retail, visitor services, and events at the Bachelors Club, in line with the Trust’s policies, priorities, performance standards and targets. Contribute to the enjoyment of the property by visitors and members, ensuring 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 is very often the “face” of the Trust to visitors and suppliers. As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Responsible for a wide variety of duties in connection with the presentation, operation, cleanliness, and maintenance of the property.
• Cash handling, reconciliation and carrying out banking duties.
• Maintaining the highest standard of customer experience following the principles of “Exceeding Visitor Experience” training and ensuring we achieve a grading under the new awards systems, rolling out summer 2025.
• Monitoring Trip Advisor, providing responses and actions to address any negative feedback.
• Promoting and encouraging visitors to complete visitor surveys at the property or gathering contact details for survey later.
• Achieving financial targets in respect of admissions, retail, and membership sales
• Responsible for the retail stock, sales, and stock management in conjunction with the Retail Supervisor at RBBM.
• To promote membership of the National Trust for Scotland.
• Work closely with other managers across the Burns portfolio to deliver a programme of visitor events which increase visitor numbers, drives additional spending and support overall property targets.
• Responsibilities also involve maintaining the security of the property and its contents, keeping the building clean and functional, always following best practice.
• Sharing in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 No formal qualifications required.

Experience

Essential
• Excellent communication and influencing skills.
• A friendly communicative manner, flexible, willingness to accept responsibility, and ability to work on their own.
• Flexibility and versatility to meet the varied demands of the role
• Initiative and the ability to work responsibly without supervision, but also as part of a team.
• Personal commitment to high standards of presentation
• Must have a genuine understanding of, and belief in, the work of the National Trust for Scotland
• Experience of cash handling
• Experience in dealing with the public.
• Willingness to receive further training.

Desirable
• Volunteer management experience in the heritage sector including experience of recruiting and training
• Previous guiding experience in 3-star visitor attractions, Museum, etc.

DIMENSIONS AND SCOPE OF JOB

Scale
 Responsible for the day-to-day management of the Bachelors’ Club, typically welcoming around 600 visitors and an income of £1500.

People Management
• Line managed and supported by RBBM Operations Manager. Will also work closely with other property colleagues, particularly the RBBM Visitor Services Manager and Events Manager, and will interact with other technical/specialist advisory colleagues based in other locations and departments.
• Recruitment and management of property volunteers

Finance Management
• Not a budget holder
• Cash handling and banking.
• Sales targets and delegated budget responsibility

Tools / equipment / systems
• This may include use of ladders, stepladders, working at heights, lifting, fetching, and carrying objects.
• Will be a frequent user of cleaning materials and tools. The postholder is required to attend the Trust’s training programs to maintain and improve on their technical skills.

JOB PURPOSE
Ben Lawers NNR is the most important mountain area in the UK for rare arctic-alpine plants, some of which occur in few other locations. It is also a popular recreational destination, with over 40,000 visitors a year heading for the summits.
We are looking for a part-time Visitor Services Assistant to be an enthusiastic and effective part of the team, contributing to the smooth operation and conservation of Ben Lawers NNR. You will maximise visitors’ enjoyment of the Reserve by maintaining our public facilities to excellent standards, making them feel welcome by offering information and advice, and promoting the Scottish Outdoor Access Code (SOAC). You will support our rangers in ensuring the Reserve and its assets are protected, safe and secure, and assisting at events when required.
The role will be ambassadorial, building awareness and support for the National Trust for Scotland leaving those you meet with a desire to respect, protect, and enjoy the special natural environment and an understanding of how they can help to contribute their support to the property. It will require you to be outside for most of the time, to walk low level trails, carry out maintenance with hand tools and possibly a strimmer. There will be a requirement for lone working, but you may also work alongside other staff and volunteers.
The ability to engage with the public in a friendly manner is vital for the role, and general knowledge of the area, hillwalking and/or natural history would be an advantage.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the property in a friendly, efficient and knowledgeable manner, answering queries and providing information about it, and the local area.
• Provide a positive visitor experience by assisting with car parking at peak times, patrolling popular access points, property checks, events and onsite activities when required.
• Promoting the National Trust for Scotland brand to include selling memberships, events, upselling other properties and any promotional campaigns.
• 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.

To maintain excellent standards of site and personal presentation at all times
• To assist with the general ongoing operational servicing, maintenance and delivery of visitor facilities across the property, including our car park, other outlying informal parking areas and low-level trails on the property.
• Ensuring the property is clear of debris, rubbish etc and that signage is befitting of a Trust property.
• Wearing branded clothing and name badge, when on site.
• Reporting all instances of damage and wear and tear issues promptly to your line manager.
• Participate in a “Duty” rota as required to ensure that visitor’s needs out with normal working hours are supported.
Financial Responsibilities (where applicable)
• To adhere to all financial procedures to include collection and safeguarding of monies from car park machine; to implement amendments to standard procedure as instructions may dictate.
• To collect donations using a hand-held terminal.
Other duties (where applicable)
• To collect and record visitor data and impacts.
• To assist in achieving site events targets and KPI’s.
• To actively upsell products and services to facilitate the visitor’s enjoyment.
• To work flexibly to support colleagues as needed.
Health and Safety
• To ensure site meets with Health and Safety legislation in liaison with your line manager.
• To use personal protective equipment (PPE) as provided and directed by your line manager.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required.
Skills, Experience & Knowledge
Essential
• Demonstrable experience in a customer-facing role, delivering impeccable customer care through excellent inter-personal skills and personal standards.
• Excellent “front of house” persona – warm, welcoming, patient, understanding.
• Excellent time management skills and the ability to prioritise.
• Flexible, helpful outlook to customers and colleagues.
• The ability to think and act quickly when confronted with emergencies.
• Full UK driving licence and access to own transport.
• Experience of cash handling.
Desirable
• General knowledge of natural history and conservation, especially related to the uplands.
• A passion for, and desire to inspire and communicate about any of the following: hill walking in the Scottish mountains, the conservation work undertaken at Ben Lawers over the past 75 years, or the natural environment in general,
• Hands-on experience of practical estate management.
• Certification for use of strimmers and brushcutters.
• Recognised First Aid Qualification
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.