Visitor Services Assistant

March 2023

**Role**: Visitor Services Assistant - Hospitality

**Region/Department**:South & West

**Reports to**: VSS Weddings & Hospitality/Visitor Services Manager

**Pay Band/Starting Salary**:Grade 2 Lower, £10.90 per hour

**Location**:Culzean Castle & Country Park

**Type of Contract**:Fixed Term 20th March to 30th September 2023, 6 posts available, 10 hours each.

**COST CENTRE: 3CUZ**

**ACTIVITY CODE: FNZ**

**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 hospitality services at Culzean.

Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business. 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 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;
- To ensure good housekeeping of the Eisenhower rooms to include the communal areas, bedrooms & Bathrooms
- 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.

**Hospitality/Catering duties**
- To ensure good housekeeping of catering kitchens, serveries and back of house areas.
- 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.
- To assist with Hospitality events, the set, break down and food and drink service. 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

**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 a catering based role, delivering impeccable customer care and food safety standards.
- 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.
- Experience in EPOS style till operation.
- 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
- The ability an