Visitor Services Advisor

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

**Description**

WHAT DOES THE TEAM DO?

The Information Department is pivotal to delivering inspiration and information to global visitors through a number of channels to drive tourism growth. Our knowledgeable and passionate teams work hard

to provide tailored expert advice, connecting our visitors with businesses and activities to create a truly memorable experience. Our Advisors also play a key role encouraging our visitors to enjoy Scotland Responsibly.

Our iCentre Network supports tourism businesses both Regionally and Nationally, providing them with a platform to connect with visitors. The iCentres also provide a wide range of products, goods and services to meet the needs of our visitors and support local communities. Through initiatives such as Shop Local we are able to showcase local craftspeople and producers as well as their

products. 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 act as the public face for Scottish Tourism and a key point of contact for visitors to the area playing a lead role in connecting visitors with tours, attractions, products and a link to local businesses and communities helping to enhance the visitors’ experience.

You will support the Assistant iCentre Manager with the operations of the iCentre, working as part of a cluster of Regional Centres under the direction of an Area Manager. Delivering a high standard of quality service in line with VisitScotlands standards and adhering to all VisitScotlands policies and procedures. 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 Information Department forms part of the Industry and Destination Development Directorate. The Directorate is responsible for developing and maintaining direct relations with a wide range of partners to ensure tourism is seen as an important and valuable industry for Scotland.

Our iCentre network works closely with industry and stakeholders ensuring that our visitors have the opportunity to experience more, stay longer and return more frequently. This benefits Scotland by growing its tourism industry and earning a renowned presence in the global marketplace.

Seasonal Visitor Services Advisors will act as the on the ground champions delivering a full range of services both face to face and digitally. Our iCentres are key in adding value to the visitor experience delivering a relevant and quality range of services to meet and exceed customer expectations

WHAT IS THE JOB?

1. Delivering a world class level of customer service to all customers, both external & internal, to encourage positive feedback & advocacy for VisitScotland. Sharing tailored and inspiring information in every interaction - be that face to face or through other mediums.

2. Promote 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.

3. Skillfully use various digital platforms and devices to help visitors with the information that they require and to signpost them to services and products in line with their needs.

4. Promote responsible tourism to visitors to ensure that Scotland is highly regarded as a holiday destination whilst also ensuring that all seasonal VS campaign activity is highlighted in interactions.

5. 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 ensure a welcoming customer environment with a great first impression.

6. Ensure that retail stock is effectively merchandised in line with brand guidelines whilst accurately monitoring stock levels and replenishing where necessary and ensuring all retail stock is secure within the iCentre.

7. Responsible for the operation of the EPOS system to facilitate tickets and retail - ensuring relevant policies and procedures are followed when handling all related cash and credit card transactions.

8. Involvement in day to day banking processes of all iCentre related revenue and reconciliation of sales in line with financial policies and procedures.

9. Manage the presentation of free literature and other promotional material of relevant tourism businesses, whilst also ensuring that paid marketing opportunities purchased by businesses are effectively delivered.

10. Appropriately direct any business enquiries and advertising opportunities that come in via the iCentre to colleagues within the organisation.

11. Be aware of and contribute to the reduction of our carbon footpr