Visitor Services Advisor

**Visitor Services Advisor** **-** **(**2300004Z**)**

**Description**

WHAT DOES THE TEAM DO?

The Visitor Information Network is responsible for the operation of a large and geographically diverse network of VisitScotland iCentres spread throughout Scotland. The iCentres deliver a range of information and sales services to locals and visitors on holiday in Scotland including the sale of tickets, books, maps, gifts and souvenirs. Consumer demand is changing and the operation of, and services provided by, the iCentres change regularly to account for this.

The Visitor Services Advisor role within the Industry & Destination Development Directorate is key in delivering information and inspiration to visitors across the information centre network, which forms part of the wider iKnow Community.

To work in our iCentres, we need a team of engaging people to deliver face to face information to our visitors, offering inspirational ideas and sharing our hidden gems by extending a personal touch.

Working in an iCentre offers the chance to pass on information about things to see and do, to encourage everyone to get out more and see what the local area and Scotland has to offer.

WHAT ARE YOU RESPONSIBLE FOR?
- The Seasonal Visitor Services Advisor will support the Area iCentre Manager and Assistant Area iCentre Manager in the daily delivery of inspiring, customer-focused information and sales services.
- iCentres are typically staffed by 2 or more staff during opening hours however in certain locations or circumstances there may be a requirement for lone working.

BACKGROUND TO THE ROLE

The full range of services provided through the iCentre are key in adding value to the visitor experience delivering a relevant and quality range of services to meet and exceed customer expectations.

The VisitScotland iCentre network must adhere to health and safety, security and EPOS

guidelines.

Key contacts include the Regional Manager, the Area iCentre Manager, the Assistant iCentre Manager, the Industry & Destination Development team, the Head of Information and staff throughout the iCentre network.

WHAT IS THE JOB?

To be the consumer face of VisitScotland, promoting Scotland as a holiday/day trip destination to locals and visitors alike, encouraging them to do more in the area during their visit by informing them of a wide range of things to see and do.

Share knowledge through all of our information channels providing inspiration to visitors via the Online Community, mobile and outreach services.

Ensure an exceptional level of customer service is provided to all customers whether internal or external to VisitScotland. Staff delivering information and sales services, ensuring the delivery of a consistently high-quality customer services.

Ensure that the internal and external presentation of the iCentre is of the highest standard in accordance with corporate brand values, health and safety requirements, disability access and security policies to promote the highest standards of customer service and a good working environment.

Ensure that retail stock is effectively merchandised in line with brand guidelines, ensuring retail stock is secure within the iCentre, accurately monitor stock levels and follow national guidelines on cyclical stock counting.

Responsible for the secure handling of all cash, credit card receipts etc. and that banking is accurately completed in full compliance with national guidelines.

Carry out all necessary commercial activities, linking retail and ticketing activity to the needs of the visitor, creating memorable experiences. Ensure VisitScotland standards are exceptional within each iCentre.

Manage the stock of literature and other promotional material of relevant tourism businesses to ensure that marketing opportunities purchased by the businesses are effectively delivered.

All staff will be required to work as one team and provide support and coaching to colleagues where necessary.

**This is a split contract of 18 hours (3 days) until 31st March and 35 hours (5 days) from 1st April - 31st October 2024**

**The iCentre is open Monday - Saturday in the winter months and Monday - Sunday from 1st April. There is a lot of weekend working required with this role.**

**Qualifications**

**REQUIREMENTS**

WHAT YOU MUST HAVE
- Customer service experience
- Knowledge of Scotland
- Sales/retail experience
- Strong numeracy skills
- Excellent communication and interpersonal skills
- IT proficiency

WHAT WE’D LIKE YOU TO HAVE
- Foreign language skill
- Cash handling experience

**Work Locations**: Pitlochry VIC 22 Atholl Road Pitlochry PH16 5BX

**Job**: Customer Facing and Business Administration

**Full/ PartTime**: Part Time

**Job Posting**: Nov 27, 2023

**Unposting Date**: Dec 3, 2023