Visitor Services Assistant

JOB PURPOSE

Brodick Castle is an idyllic island destination and visitor attraction on the Isle of Arran. As one of the Visitor Services team within the castle, you’ll ensure that all visitors receive an excellent visitor experience and leave feeling inspired by this stunning property and its history.

Specifically, to ensure the smooth and safe operations in Catering in one of the two facilities on the site, delivering excellent customer service along with preparing and serving hot and cold food and drinks and helping to make the property the best possible place to visit and work.

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 catering purchases 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.
- 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 at the property.

**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.

**Catering Duties**
- To ensure good housekeeping of catering kitchens, serveries and back of house areas.
- To ensure that merchandising is in accordance with NTS policy.
- To assist in achieving site catering/events targets and KPI’s.
- 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.

**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 catering-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 and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
- The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
- An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.
- A pr