Visitor Operations Modern Apprenticeship

6 months ago

Edinburgh, United Kingdom Rewards Training Scotland Full time

**Are you a recent school leaver interested in tourism, history and customer service?**

**Are you interested in a unique, diverse and exciting role in Scotland's most popular paid visitor attraction?**

**Do you want to earn money while you learn and work towards a SCQF Level 6 Diploma in Cultural Venue Operations Modern Apprenticeship Qualification?**

As a member of the Visitor Operations Team at Edinburgh Castle, you will be responsible for providing excellent service to visitors and enhancing their experience of the castle. **This post includes weekend working.**

You will have the opportunity to gain valuable hands-on experience working closely with experienced professionals who will guide you through various tasks and projects. This is an excellent opportunity for individuals who are looking to start their career and gain practical knowledge.

The Operations Team works hard to provide all aspects of the visitor journey within the castle and is responsible for delivering a world-class visitor experience. This includes a diverse range of activities and this Modern Apprenticeship will cover the three key areas within the castle:

- **Admissions**_
- Provide a world class welcome and direct visitors as appropriate upon their arrival at Edinburgh Castle.
- Sell appropriate tickets and products to all walk up visitors.
- Ensure all vehicles entering the castle and parking on the esplanade have the appropriate approval.
- Ensure the security and safety of the visitor, whether arriving on foot or in a vehicle, and any other activity taking place on the esplanade throughout the day.
- Assist with procedures on ceremonial occasions; working with colleagues to manage crowds during ceremonial guard mounts and parades on the Castle esplanade.
- Ensure all group visitors to the castle are welcomed and their access into the castle is managed as efficiently and effectively as possible, providing additional information as appropriate.
- Provide information on other Historic Environment Scotland sites and services available to visitors. Training sessions will include Exceeding Visitor Expectations and Promoting Our Product. There will also be on post training with experienced members of the team to build knowledge and the confidence to engage with visitors of all ages and backgrounds.
- Using our till system, process sales, while ensuring that all financial procedures are adhered to and carried out accurately and efficiently. One to one training will be provided on all ticket office procedures.
- **Guiding**_
- Provide assistance and information in a friendly manner to maximise visitor experience
- Develop existing knowledge of the castle’s history and share this with visitors
- Conduct guided tours of Edinburgh Castle
- Ensure the security and cleanliness of apartments and look after their contents during opening hours. Report any suspicious activity or behaviour to Senior Guides/Duty Manager
- Ensure visitor safety throughout the working day and prevent any damage to the castle
- Implement correct closedown procedures, ensuring the site is clear of visitors and the apartments are secure
- Engage with visitors who may require use of wheelchairs, lifts or the mobility vehicle
- Manage vehicle access inside the castle
- Assist with procedures on ceremonial occasions; such as the 21 Gun Salute where you will be assisting in putting up barriers and light crowd management
- Assist with functions out with castle opening hours by escorting guests through the Castle in events such as weddings and corporate dinners.
- Provide information on other Historic Environment Scotland sites and services available to visitors.
- **Retail**_
- Carry out the daily operational duties of the shop as necessary such as stock replenishment and handling, ensuring goods are priced correctly and light housekeeping duties.
- Consistently provide a Five Star visitor experience by adhering to the HES visitor service standards policy
- Be familiar with our stock and ranges and enthusiastically introduce to our visitors.
- Maximise trading income through selling and upselling appropriate merchandise.
- Process sales, while ensuring that all financial procedures are adhered to and carried out accurately and efficiently.
- Ensure that our stock is showing the correct pricing
- Replenish stock throughout the day.
- Ensure that our goods are displayed in keeping with visual merchandising principles
- Use of Electronic Point of Sale till system along with cashing in/out procedures (full training will be provided)
- Ensure that high standards of shop hygiene and housekeeping are maintained.
- Assist our visitors during their visit sharing knowledge of our monument, organisation and local environment.

As a Modern Apprentice, you will spend time in each of these areas, taking part in an induction to each part of the Castle to find all about each team. Following this, you will specialise in one area where you will stay for the remainder of your time with H

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