Visitor Services

Brand Home Lead Guide

Cardhu/Cragganmore Visitor Centre

Full Time (Annualised Hours)

About Us 

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process. 

Feel inspired? Then we may have the opportunity for you. 


About the Role 

We have an outstanding opportunity to join our dedicated team at our Cardhu Visitor Center as a Brand Home Lead Guide.

As a Brand Home Lead Guide, you’ll be vital to the day-to-day management of the Brand Home, organising tours and allocating them to your team. You’ll provide vital support to the Management team with all operational activities relating to the experiential, bar and retail offerings.

Our Brand Homes showcase to the public who we are and what we do. You’ll be responsible for driving the performance of the Brand Home and ensure that the team deliver extraordinary standards of customer service and outstanding and memorable visitor experiences.

You’ll provide daily support and supervision of the Brand Home Guides and agency staff, including scheduling, monitoring and recording of working hours, supporting new and ongoing training to the team as well as ensuring ongoing personal development and the reporting of team performance and targets.

Our retail area holds our impressive range of Scotch and you’ll play a key role in supporting the Management team with retail strategy and visual merchandising management. You’ll also help with the planning and the implementation of special events throughout the year. Not only will you support the Regional Brand Home Manager in event strategy, but you will be vital in building community engagement and the delivery of the Brand Home sustainability ambition.

In return, we offer a great reward & benefits package which includes a competitive salary, company shares, product allowance, pension programme, retail discounts, annual bonus and so much more! We’ll also provide you with excellent training and career development opportunities, setting you up for a fantastic career at Diageo.

We have a range of full time and part time positions available. If you are looking for either permanent or temporary, then get in touch!

If this sounds like your dream location to start an outstanding career, then register your interest today, and we will keep you updated on future vacancies.

About You

We’re looking for people with character: driven, resilient and open-minded. Are you passionate about customer service and driving excellence within your team? We certainly hope so!

We’re looking for someone with experience leading elite teams whilst ensuring excellent customer service standards are adhered to at all times. You’ll value the importance of working in a team and demonstrate the ability to build strong working relationships with customers as well as key partners.

You’ll be eager to lead projects and put forward your own ideas to sustain and improve the business ensuring direct contribution to the performance of the Brand Home.

You’ll be experienced working towards targets and have the strive to achieve vital targets whilst subsequently leading the team every day to work towards these targets.

You’ll be flexible as the role requires both evening and weekend work throughout the year and this will be planned in advance. It’d be excellent if you had an understanding of Microsoft office or similar applications however this is not crucial

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the outstanding contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

CHARACTER IS EVERYTHING

We currently have vacancy based at the National Museum of Scotland. Your role will be working front of house, meeting and greeting visitors and helping them to have a great visitor experience.

Previous experience of delivering high quality service to others is desirable, but more important to us is your confident, friendly and visitor focused disposition.

This role will be working on a part time basis of 17.5 hours per week. The post holder will work 5 days over 7 on a rotational basis. A sample rota can be found at the end of this document for your information.

Please clearly outlined in your supporting statement if you wish to be considered for a permanent, or fixed term position.

To ensure, through providing exceptional standards of visitor experience, that all visitors are welcomed warmly, encouraged to learn about and engage with the collections, and have a safe and enjoyable visit to the Museum.

Key responsibilities:

• To be proactive, approachable and visitor focused on being ready to offer support, directions and assistance to visitors.

• Be visible at all times, maintaining a consistent, engaging and professional manner in pursuit of the provision of a high quality customer service that is visitor experience-focused.

• To promote and support a broad range of public programs, exhibitions and events e.g. facilitating group visits and learning events for a wide range of visitors.

• To engage proactively with visitors responding to their needs as appropriate, including being able to answer a diverse range of questions and enquiries.

• To be security conscious and alert, ensuring in depth knowledge and implementation of all museum security procedures to safeguard the collections and visitors. This includes observation, daily gallery checks for assigned areas and providing first response to incidents.

• To develop and maintain an appropriate level of knowledge of the Museum’s collections, displays, objects and stories, and activities in order to assist visitors.

• To facilitate in the selling of tickets and guidebooks, and any other business initiatives, including proactively encouraging visitor donations through donation boxes and GiftAid.

• To deal with enquiries and provide information whether in person, by telephone or other means

• To ensure familiarity with organisational procedures and follow them as required.

• To ensure the public spaces within the museum are always maintained to the highest standards of presentation and taking action where necessary.

• To be committed to good health and safety and access practice and ensure familiarity with NMS Health and Safety policies, procedures and guidelines.

Site specific requirements:

• Work to a systematic rota including weekend working
• Operate museum security and fire alarm systems
• Assist with special events

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 in Admissions, Retail and Food & Beverage activities making the property the best possible place to visit and work.
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 or catering purchase in a friendly, efficient and knowledgeable manner;
• 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.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area;
• 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.

To maintain excellent standards of 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; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)
• 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.

Retail/Admissions/Food & Beverage duties (where applicable)
• To ensure good housekeeping of kitchens, serveries and back of house areas.
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/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 sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.

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.

KEY 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 in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

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 or catering purchase in a friendly, efficient and knowledgeable manner.
• 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.
• Welcoming groups in an efficient and warm manner
• Answering visitors’ queries about the site, education facilities and the local area.
• 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.
To maintain excellent standards of site and personal presentation at all times

• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required.
• 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 issues of damage and wear and tear, promptly to your Line Manager
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.
Financial Responsibilities

• To adhere to all financial procedures to include till operation and banking and safeguarding of monies

Retail/Catering/Events/Cashier duties

• To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing
• To ensure that retail merchandising is in accordance with NTS policy.
• To assist in achieving site retail/catering/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 sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the functions and events manager.
• To assist with hospitality events. This includes evening events and staff may be asked to work through into the night hours.
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

JOB PURPOSE

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The post is responsible for providing a consistently high standard for a wide variety of housekeeping duties in connection with the well-being and care of the property

• The general ongoing operational cleaning of all areas as necessary, including but not limited to vacuum cleaning, sweeping and dusting etc.
• Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care.
• In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, china, silverware, other artifacts and delicate fabrics and curtains.
• Reporting losses/breakages, wear and tear and repairs required immediately.
• Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
• Working in harmony with other departments; visitor services, events, gardening, maintenance and site repair employees/contractors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.
• Follow Trust policy regarding Health and Safety, Environmental Sustainability, and Collections Care.
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all H&S hazards or fire risks immediately.

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

SCOPE OF JOB
People Management
• Potential for interaction with members of the public of all ages and abilities.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day property needs.
• Sound previous housekeeping experience.
• Personal commitment to high standards of cleanliness.
• Personal commitment to excellence in customer care.
• Attentive to detail with an eye for presentation and finish.
• This is a physical job, which will normally include use of vacuums, mop and bucket, lifting, fetching and carrying laundry and objects.
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working.
• The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
• A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable:
• Current UK Driving License

JOB PURPOSE

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

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The post is responsible for providing a consistently high standard for a wide variety of housekeeping duties in connection with the well-being and care of the property

• The general ongoing operational cleaning of all areas as necessary, including but not limited to toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required etc.
• Actively support the Trust’s Conservation programme and undertake general housekeeping duties to the highest level of care.
• In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, china, silverware, other artifacts and delicate fabrics and curtains.
• Reporting losses/breakages, wear and tear and repairs required immediately.
• Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
• Working in harmony with other departments; visitor services, events, gardening, maintenance and site repair employees/contractors.
• Share in the common responsibility of working in a manner mindful of the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.
• Follow Trust policy regarding Health and Safety, Environmental Sustainability, and Collections Care.
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all H&S hazards or fire risks immediately.

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

SCOPE OF JOB
People Management
• Will have regular (daily) interaction with members of the public of all ages and abilities.

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

Essential:
• Ability to work within a team or independently, with minimal supervision to a high and safe standard.
• Ability to be flexible, in particular to adapt working patterns and tasks to meet day-to-day property needs.
• Sound previous housekeeping experience.
• Personal commitment to high standards of cleanliness.
• Personal commitment to excellence in customer care.
• Attentive to detail with an eye for presentation and finish.
• This is a physical job, which will normally include use of vacuums, mop and bucket, lifting, fetching and carrying laundry and objects.
• Working flexibly in response to the needs to the business, including evening/weekend work and lone working.
• The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
• A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

JOB PURPOSE

As a front-line member of the Culloden team your job is give an amazing welcome and tell the story of this iconic site. You will be responsible for delivering our commercial offer which includes membership, general admission, donations, some retail products and travel trade. You will be part of our Visit Scotland 5-star team acting as an ambassador for the site and the National Trust for Scotland.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This role will assist the wider Welcome team to deliver high quality visitor experience at Culloden Battlefield (including but not limited to):

• To provide excellent customer service.
• Be responsible and proactive. Ensuring all day-to-day tasks are completed including responding to customer enquiries, answering the telephone, cleaning, recording statistics etc.
• Working with the Visitor Services Manager (Welcome) and a Visitor Services Supervisor (Welcome) to deliver membership targets and KPI’s
• Cash reconciliation duties including end of day and administration tasks. Ensuring cash is handled accurately and there is continuity across all sales platforms
• To ensure perpetually high levels of accuracy are maintained for all transactions and data recording
• Working with the Visitor Services Manager (Welcome) and a Visitor Services Supervisor (Welcome) to deliver audio guide systems and other services efficiently to visitors
• To actively drive-up selling opportunities through strong product knowledge and an excellent customer service to maximise sales of admission tickets, membership and donations.
• Working with the Visitor Services Manager (Retail) and wider property staff to ensure high standards of display & merchandising at all times.
• Be able to take responsibility for your own development and learning.
• Answer historical questions and booking enquiries and process bookings appropriately
• 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 team
• To develop a working knowledge of the history of the site and being able to relate that to visitors in a friendly and engaging way
• To provide consistently excellent customer service when dealing with high volumes of customers
• 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).

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

KEY PURPOSE:

To ensure that the garden and policies of Brodie Castle and Playful Garden are managed and maintained as a nationally-recognised estate and garden of historic importance; contributing to the property’s overall conservation and development and its enjoyment by visitors and supporters.

KEY RESPONSIBILITIES

The Key Purposes of the job will be met by:

• Care and development of the 1753 designed landscape.
• Undertaking practical maintenance of the garden (including but not limited to: managing trees and shrubs; removing dead and damaged plants; turf care; pest/disease/weed control; composting and soil improvement; hard-landscaping; path care) to the required standards expected by the Trust and for the maximum safety of, and enjoyment by, visitors;
• Contributing to the management, conservation and development of the garden by maintaining appropriate plant records and labels;
• As requested, assisting with education /interpretation activities such as introductory talks and guided walks;
• Fostering positive relationships with local communities, promote the work of the Trust, and actively seek opportunities to increase Trust membership;
• Contributing to the review and development of property action plans and operational work plans and budgets for the garden;
• Ensuring compliance with the Trust’s health, safety, and environment policies and procedures.
• Horticulture/ Commercial forestry/General estate works of amenity woodland and specimen trees, thinning, felling and general estate management (pathways, ponds, sluices etc.)
• Supervision of volunteers.

PURPOSE OF THE ROLE
To assist in collection movement within the property to facilitate works on interior decoration and assist with solutions to mitigate pest, mould, dust and environmental damage to collections from Covid lock down. To undertake housekeeping to ensure standards of care are resumed. To assist with the collection’s temporary storage, security, protection, documentation, remedial cleaning, monitoring and IPM. To assist with procedures to put the house to bed and the relocation of collection to principal rooms.

KEY RESPONSIBILITIES
To ensure the care of collections and interiors of The House of the Binns is undertaken to standards in line with current NTS best practice during remedial building works and collection movement/storage:
 To assist with the organisation and supervision of the movement of objects to free up areas for contractual work under the direction of line mangers and planned movement of collections.
 To assist in the assessment, packing/un-packing, moving and temporary storage of collections within the property principle rooms.
 To undertake conservation cleaning of the collection in accordance with NTS policies for collections care.
 To be systematic and methodical in record-keeping, documentation, and any other administrative needs of the job, to ensure that the collections conservation elements of the project are efficient and support NTS policies for collections care.
 To help identify those items at risk or requiring specialist attention/remedial conservation and bringing to the attention of the Conservation Advisor.
 To liaise, under the direction of the Collections Care Supervisor Forth Valley, with any contractors working onsite for the duration of the project to ensure the collections physical security and those working do not contravene Health and Safety legislation.
 To assist the NTS staff working on the project on topics worthy of interpretation, specialist talks and presentations as required whilst the property is closed to the public.
 To aid property staff and collections care staff in providing specialised public tours of the property.

Eden Scott is delighted to be working with OnFife, an ambitious Public Sector Trust to recruit a Venue Manager.

As part of their ongoing commitment to welcome communities back into their spaces this role will help them to deliver on their ambitious plans for the future.

This role of Venue Manager has come about as OnFife are revisiting their Operations Management Team structure following on from the pandemic. It’s important to the Trust to develop the right structure so it’ll be a great time to join the team. There are some exciting times ahead as OnFife’s Adam Smith Theatre in Kirkcaldy emerges from a complete refurbishment. Significant investment into the infrastructure and production equipment is also being made across all four of their 4 theatres.

Initially the post will have day to day management responsibility for two of their venues in Central Fife, Rothes Halls in Glenrothes and The Lochgelly Centre in Lochgelly. These busy community venues both include a theatre, public library, meeting spaces and a café. It’s a role that’s well suited to an individual with great people management skills, an eye for detail, someone who’s loves to coach and develop people and enjoys delivering excellent customer service.

You’ll be working alongside colleagues that are looking afresh at how the Trust runs its operations and delivers its services, so they’ll be looking for you to bring your experience and ideas. You’ll play a significant part in helping lead the organisation through an extensive Recovery & Renewal Strategy that they’re shaping up, not only in response to the Covid pandemic, but also in the recognition that their venues need to continuously evolve.

You’ll be reporting into the Deputy Operations Manager who leads on Venues, Theatres and Heritage sites, and you’ll liaise directly with the Creative Development Team to ensure that they’re living their values; well governed; forward looking and relevant and trusted by their communities.

Being part of their Operations Team means delivering a great overall service experience to their communities. There’s a lot of day-to-day management and leadership but it’s equally about working collaboratively with colleagues. The role holder will embrace an equitable and co-ordinated approach to service delivery and development and the successful candidate will be a key member of their Operations Management Team, demonstrating the vision, empathy and agility to contribute at the highest level.

Key Tasks & Responsibilities include:

Take the day to day management and leadership responsibilities within Rothes Halls and The Lochgelly Centre. Overseeing and approving rotas to ensure appropriate levels of cover and support are consistently maintained.

Provide leadership, support and coaching to venue supervisors and front-line teams regarding the management and operation of the facilities.

To collaborate closely with OnFife’s Theatres Managers and Catering Operations Manager in helping to reshape how they deliver front line services in line with changing customer behaviour needs

Implement the organisation’s Health and Safety policies and ensure that all staff across the venues are well trained on all procedures.

Assist with the implementation of corporate initiatives including the management and delivery of major events and productions.

Seek and support continuous improvement recognising and rewarding performance and encouraging innovation.

Contribute to, and deliver against, the organisations strategic objectives and associated strategies, eg business plan, financial plan, customer services plan and communications plan.

Key skills and experience required:

Applying candidates should have a CV that details:

Excellent leadership skills with the ability to motivate others.

Operational management within a multifaceted customer focussed organisation where experience has been gained developing and maintaining effective relationships and partnerships internally and externally.

Previous Theatre experience or similar would be advantageous.

Experience of financial and business planning and budget and cost management.

This role will initially be based between Glenrothes and Lochgelly and the post holder may be required to travel throughout Fife, applicants must have a driving licence and their own car.

Salary banding ranges from £34,614 to £38,312 dependant on experience, benefits include a local government pension, death in service, generous holiday entitlement of 32 days.

Eden Scott is dealing exclusively with OnFife on this vacancy so please submit your CV online or to sally.rae@edenscott.com or for further details contact Sally Rae 07776 662506.

No closing date has been set for this vacancy so we would suggest candidates apply without delay.

JOB PURPOSE
To provide all-round assistance in the art gallery and craft shop at Souter Johnnie’s Gallery, Kirkoswald. The Supervisor will be involved in arranging new exhibitions, liaising with artists and buyers and record-keeping. They will make sure that exhibits are well coordinated and will work with artists in planning and organization of exhibitions and events. The Supervisor will be the sole member of staff on site and, as such, will also provide excellent customer service in the property. They will also be responsible for recruiting and managing a team of local volunteers. The Supervisor is the face of the gallery and will interact effectively with visitors, artists and suppliers, and management.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• The Supervisor is responsible for a wide variety of duties in connection with the presentation, operation, cleanliness and maintenance of the property.
• Maintain the highest standards of customer and visitor service ensuring all visitors enjoy their visit to the Gallery and will recommend it to others. They will work on the execution of upcoming exhibitions, and to provide gallery reception during regular business hours. Act as an installation coordinator for the set-up and hanging of exhibitions. Monitor and keep track of supplies and the supply budget. Manage day-to-day operations.
• Responsible for maintain retail and gallery stock, processing sales and replenishment in conjunction with the retail team at RBBM.
• Light cleaning duties will also be the responsibility of the GS.
• Ensuring the security of the property and its contents, keeping the building clean and functional, following best-practice at all times, and maintaining its 3 star VisitScotland, and Bronze Green Tourism award, rating.
• Recruitment, training and management of volunteers who will help in the running of the property and events.
• Promoting and encouraging visitors to complete visitor surveys at the property or gathering contact details for survey at a later date.

Specific duties include:
• Organise exhibitions of artworks at the property to ensure there is an interesting and engaging programme throughout the season. Provide appropriate display / storage, competent object handling, liaise with artists and suppliers and comprehensive record keeping.
• Effective promotion of the exhibitions to drive footfall and achieve sales targets
• Delivering high standards of customer service in a gallery setting, handling customer enquiries online, on the telephone and face to face
• Ensure high standards of presentation at the property through housekeeping (cleaning floors, toilets and serving areas); general tidying of the grounds and light gardening duties (although main gardening work will fall to RBBM gardening team)
• General management of the gallery including opening, closing and alarm setting; cash-handling and banking;
• Promoting the benefits of NTS membership to achieve sales targets at the property
• Recruitment and training of local volunteers to assist in day-to-day operations and events

Purpose of the role

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to gain income and ensuring that the site and its’ assets are safe and secure.
Specifically, to ensure the smooth and safe operations in Admissions, house management, Catering and Events activities making the property the best possible place to visit and work.
We are looking for talented and customer focused individuals to join our team and to help us make The Hill House a 5* Visitor Attraction.
We are looking for people who have experience or a keen interest in Visitor Experience and Scotland’s’ Heritage.

KEY RESPONSIBILITIES:

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

– welcoming visitors to the site and processing their admission/retail or catering purchase 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 international visitors and aiding with specific needs.
– welcoming large groups in an efficient and warm manner.
– answering visitors’ queries about the site, education facilities and the local area.
– housekeeping duties.
– assisting in the day to day running of a retail offer.
– 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.