Visitor Services Assistant & Food & Beverage

ASVA: Association of Scottish Visitor Attractions; Alloway; On-site; GBP 20,000 - GBP 25,000; Full time

Job summary

A prominent cultural organization located at Robert Burns Birthplace Museum in Alloway is seeking an individual to ensure high standards of visitor care and maintain site operations. Responsibilities include welcoming and assisting visitors, promoting the organization’s brand, and ensuring cleanliness and safety. Strong communication skills and a background in customer service are essential. This role offers a chance to work within a dynamic environment, contributing to memorable visitor experiences.

Qualifications

• Experience in a customer-facing role.
• Ability to communicate effectively with diverse audiences.
• Understanding of health and safety regulations.

Responsibilities

• Provide high standards of visitor care.
• Process admissions and retail purchases efficiently.
• Assist special needs visitors with care.
• Promote National Trust brand and upsell memberships.
• Maintain good site presentation and cleanliness.

Skills

Visitor care

Customer service

Team collaboration

Communication

Problem-solving

Job description

Organisation: The National Trust for Scotland

Location: Robert Burns Birthplace Museum, Alloway, Ayr, KA7 4PQ

Overview

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.

Responsibilities and Accountabilities

• 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 including Membership scheme, events, upselling other properties and any promotional campaigns; proactively selling Membership and Gift Aid
• Occasional guiding duties: booked group visits or Museum/Cottage highlight tours for general visitors
• Maintain excellent standards of site and personal presentation at all times

Operational and Site Presentation

• General ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and, where appropriate, vacuum cleaning, mopping, sweeping, dusting and polishing
• Ensure site is ready to open; welcome visitors by the set opening time
• Wear correct uniform, name badges, or PPE as required
• Report all issues of damage and wear and tear promptly to your Line Manager
• Work in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors

Financial Responsibilities

• Adhere to all financial procedures including till operation, banking and safeguarding of monies
• Maintain good housekeeping of catering kitchens, serveries, back and front of house areas, including dishwashing
• Ensure retail merchandising is in accordance with NTS policy
• Assist in achieving site retail/catering/events targets and KPI’s
• Actively upsell products and services to enhance visitor enjoyment
• Actively feedback visitor comments to line managers to develop and improve offer, service, operations
• Work flexibly across departments and sites as needed
• Assist with the set-up, stewarding and break-down of events in liaison with the functions and events manager
• Assist with hospitality events; this may include evening events and potential late hours

Health and Safety

• Ensure site meets Health and Safety legislation in liaison with your department manager
• Ensure visitors vacate the site at close of business and that the site is secured at end of day
• Use personal protective equipment as provided and directed by your line manager

Note: This description is for role formatting and quality assessment; no additional content has been added beyond organizing and clarifying the original information.