Visitor Services Assistant

ASVA: Association of Scottish Visitor Attractions; Scotland; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A leading conservation organization in Scotland seeks a visitor care staff member. The role involves ensuring excellent visitor experiences, processing admissions, and maintaining high standards of service and cleanliness. You will assist visitors with special needs, promote the brand, and collaborate with other departments. A passion for conservation and customer service is essential. This role offers £12.60 per hour at Broughton House.

Responsibilities

• Provide high standard of visitor care at all times.
• Process visitors' admission or retail purchases efficiently.
• Assist visitors with special needs and provide high-level service.
• Aid international visitors with specific needs.
• Welcome groups warmly and efficiently.
• Answer queries about the site and local area.
• Provide information about the site's history and offers.
• Promote the National Trust for Scotland brand and Membership.
• Maintain high standards of personal and site presentation.
• Perform operational cleaning as needed.
• Ensure site is ready to welcome visitors on time.
• Wear correct uniform and PPE as required.
• Report damage and wear issues promptly.
• Collaborate with gardening and maintenance teams.

Job description

Organisation: The National Trust for Scotland

Salary: £12.60 per hour

Location: Broughton House

JOB PURPOSE

To maximise visitors’ enjoyment at 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

• Provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission or retail 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 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, guidebooks, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.
• 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 instances of damage and wear and tear issues promptly to your line manager.
• Working in harmony with other departments; gardening, grounds maintenance and site repair employees/contractors.