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Visitor Services Assistant

3 months ago

Glasgow, United Kingdom National Trust for Scotland Full time

**JOB PURPOSE**
- This role will provide an engaging visitor experience, through guiding, introductory talks and tours amongst other methods
- Focus on welcoming visitors to the property and ensuring information is accessible
- Maintaining excellent standards of customer care and service
- Supporting opportunities to generate income, including seasonal events
- Working across multiple departments and providing support where necessary
- Ensuring that the site is clean and its assets are safe and secure

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 always provide a consistently high standard of visitor care**
- Welcoming visitors to the site and assisting with people management and wayfinding when necessary.
- Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act;
- Initiative led lone working, competently and confidently ensuring that tasks are completed in a time efficient manner.
- Ensuring a high quality and consistent approach to visitor experience.
- Competently discussing and answering questions regarding house information, including object provenance and gallery exhibitions.
- Effective and professional communication with staff, volunteers and visitors.
- 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 always maintain excellent standards of site and personal presentation**
- The general ongoing operational cleaning of all areas as necessary;
- 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;
- Ensuring a positive working relationship and environment between all departments and with property visitors;
**Financial Responsibilities** **(where applicable)**
- To adhere to all financial procedures; including till operation and banking and safeguarding of monies.

**Retail/Catering/Events/Cashier duties (where applicable)**
- To ensure good housekeeping of catering kitchens, serveries and back of house areas.
- To ensure that retail merchandising is in accordance with NTS policy.
- To assist in achieving site retail/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 and requested.
- To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.
- To assist with Heritage Hospitality events. 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 role.
- Experience in a travel and tourism environment.
- Demonstrable experience in sales or ticket/event/admissions.
- Excellent customer care approach.
- Adaptable approach to different customer needs.
- Excellent interpersonal skills.
- Ability to lone work and prioritise tasks
- Demonstratable experience in storytelling
- Living the values of the National Trust for Scotland and encourage colleagues to do the same;
- The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
- A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable
- A passion for Scottish heritage and history
- Experience in collections care and object handling
- Experience in cash handling and EPOS till systems

**Job Type**: Temporary contract
Contract length: 6 months

**Salary**: £10.90 per hour

**Benefits**:

- On-site parking
- Store discount

Schedule:

- Weekend availability

Ability to commute/relocate:

- Glasgow: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 2 years (preferred)

Work Location: In person