Visitor Services Assistant - Swan Pond

  • Job Reference: 00008028-1
  • Date Posted: 17 June 2022
  • Recruiter: The National Trust for Scotland
  • Location: Culzean
  • Salary: On Application
  • Bonus/Benefits: £21,260 pro-rata, per annum
  • Sector: Temp, Interim & Seasonal, Venue, Attraction, Travel and Entertainment, Customer Service
  • Job Type: Permanent

Job Description

JOB PURPOSE
To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure. Specifically, to ensure the smooth and safe operations at the Swan Pond, Culzean; keeping the areas clean and tidy as well as safe for our visitors.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
To maintain excellent standards of site and personal presentation at all times
• The general ongoing operational cleaning of all areas as necessary, play areas, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Will include basic grounds work such as sweeping, raking, litter picking, weeding and painting as well as car parking duties 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; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase 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.

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.


Other duties as required
• 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.
• To assist with hospitality events.