Visitor Services Assistant

2 weeks ago

Melrose, United Kingdom The Abbotsford Trust Full time

**Job Title**:Visitor Services Assistant**

**Status**: Fixed term to 31/08/2024, 1-35

**Salary**: £12.00/hour (pro rata f/t £21,840 - Grade 1)

**Location**: Abbotsford, Melrose

**Reporting to**: Visitor Experience Manager

**Responsible for**: Delivery of Visitor Experience

**Context**

Abbotsford was designed and built by Sir Walter Scott as both his home and the location for his extensive collection of books and historical memorabilia, and was first opened to the public in 1833, five months after his death. After the death of his last descendent in residence, Dame Jean Maxwell-Scott in 2004, The Abbotsford Trust was created to preserve, protect and promote not only the house, but also the life and works of Sir Walter. Abbotsford is considered to be one of the most important heritage sites in Scotland. Having now completed an £11.68 million restoration, the Trust is in the next phase of its journey to increase revenue and trading performance whilst retaining its status as a 5 star visitor attraction.

The Visitor Services team is responsible for services in relation to the visitor experience including admissions, retail and event sales, car park and Witch Corner. They are the public face of Abbotsford and work directly with a wide range of visitors providing welcome and support.

**Job Purpose**
- To provide a range of customer support to all visitors, including reception, visitor flow and information provision on the visitor experience
- To deliver the retail offer, including merchandising, sales, stock control/monitoring and stocktaking
- To sell a wide range of tickets and services in relation to the visitor experience
- To support the promotion of Abbotsford, including providing information on community activities, events, fundraising and membership schemes
- To support the Visitor Services volunteers
- As a member of the Abbotsford Team, provide other support as delegated by the Visitor Experience Manager

**Scope and Accountability**

The Visitor Services Assistant reports directly to the Visitor Experience Manager but is also expected to work closely with the Visitor Services Supervisor and a range of colleagues and volunteers throughout the organisation to promote Abbotsford to the general public

The Visitor Services Assistant is responsible for the following resources:

- Selling all admissions, memberships, retail and events tickets
- Cash handling and till reconciliation
- Data inputting and utilisation of EPOS (Electronic Point of Sale) system
- Security and monitoring of retail stock
- Ensuring the health and safety of visitors in the Visitor Centre and Witch Corner
- Opening & Closing of Visitor Centre

**Key Responsibilities**

**General**
- Provide a welcome and actively engage with visitors to the Visitor Centre and Witch Corner
- Proactively sell admission tickets and upsell Gift Aid & additional experiences/tickets
- Actively work to achieve daily targets and KPI’s such as SPH, ATV and Guide Book sales to enhance the financial performance of the Abbotsford Trust.
- Assist in managing visitor flow throughout the site to enhance the visitor experience
- Responsible for ensuring that Health & Safety regulations and requirements are met within the visitor reception buildings, and it is a safe environment for staff, volunteers and customers. Maintain accident and incident records and refer on significant health and safety concerns to the Visitor Experience Manager
- Contribute to keeping the Visitor Centre clean, tidy and attractive, undertaking daily cleaning duties as required
- Key holder responsibility for opening up and locking up the Visitor Centre and Witch Corner
- Ensure the constraints on visitors, essential to the safekeeping of the property and collections, are applied in a sympathetic manner in order to protect the Trust’s image
- Develop and maintain own knowledge of Abbotsford (exhibition, house and collections, gardens, Witch Corner) and Sir Walter Scott in order to provide an informed visitor experience.
- Develop and maintain own knowledge of other visitor experiences within the Borders, both those working in partnership with Abbotsford and more widely
- Remain well informed of the activities of the Abbotsford Trust (events, activities, engagement and fundraising or other support opportunities) and promote these to visitors and guests

**Retail Sales**
- Proactively engage with customers providing an opportunity to upsell all retail products
- Ensure the retail areas are clean, fully stocked with merchandise, items are priced, displayed attractively, and rotated
- Ensure that fast selling and slow selling lines are identified and reported to the Visitor Experience Manager
- Check stock deliveries promptly against delivery note, ensuring items match and any mismatches, breakages or items of poor quality are recorded
- Maintain a clean and tidy delivery area ensuring all packaging is removed daily to the waste disposal units by the end of each day, with cardboard

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