Visitor Services Assistant

Organisation: The National Trust for Scotland

Salary: £27,976 pro-rata, per annum

Location: Fyvie Castle, Gardens and Estate, Fyvie, Aberdeenshire, AB53 8JS

Purpose of the Role

With its medieval roots as a royal stronghold, through centuries of development from a renaissance palace to an Edwardian party pad, combined with its outstanding collection and its setting within the wider estate, the significance of Fyvie is profound. We are looking for an enthusiastic, motivated and talented customer focused individual to join our team and continue that story.
Our Visitor Services Assistants are passionate about delivering 5 star experiences to our guests and can maximise opportunities to generate positive reviews and income for our charity.
We are looking for team workers who are also able to use their own initiative, are driven to make a difference and work across the property.
Your role works across different parts of our busy visitor attraction including in our retail space, admissions desk, selling of memberships and delivery of historical tours of our castle.
It's important that Visitor Service Assistants (VSAs) ensure the property, and its assets, are safe and secure.
As a front line ambassador for the National Trust for Scotland, our team promotes the ambition of the Trust to provide Nature, Beauty & Heritage for everyone.

Key Responsibilities

To always provide a consistently high standard of visitor care when:

• Welcoming visitors and promoting the value of Trust membership
• Assisting visitors in selecting and purchasing the most appropriate ticket option
• Working in our retail spaces to sell NTS products and merchandise, including processing retail deliveries, ensuring that stock is displayed and that the stock is kept tidy
• Guiding visitors throughout the property and providing information on its history, furnishings and inhabitants
• Stewarding rooms during high season, providing information on the history of the historic interiors
• Handling cash accurately and processing sales
• Actively driving selling opportunities on membership through strong knowledge and excellent customer service
• Taking responsibility for your own development and learning
• Having a flexible approach to working hours and days, including working weekends and bank holidays as appropriate
• Working across departments when necessary, supporting the wider team, including weddings, functions, events and supporting our food & beverage team
• Providing consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits. Excellent front of house persona - warm, welcoming, patient and understanding
• Adhering to the property's quality standards, including wearing uniform
• Ensuring the health and welfare of property staff, volunteers and visitors by adhering to the Trust's Health, Safety and Environment policies and guidelines. This includes working within the property's "Safe System of Work" (the system for managing Health & Safety)

Scope of Job People Management

• Will have regular (daily) interaction with members of the public of all ages and abilities
• Not a line manager but expected to help maintain a safe and welcoming environment for everyone
• Working alongside and supporting our excellent volunteer team

Finance Management

• Share till reconciliation duties, as appointed by Visitor Services Supervisor
• Cash handling and operating an EPOS till

Required Skills, Experience & Knowledge Essential

• Ability to work within a diverse team or independently, with minimal supervision to a high and safe standard
• Ability to be flexible, to adapt working patterns and tasks to meet day to day property needs
• Demonstrable time management skills and the ability to prioritise, including the ability to be proactive and to take the initiative
• Demonstrable experience in sales or ticket/event/admissions with experience and confidence undertaking till work and cash handling/reconciliation or a willingness to learn

Desirable

• Experience in EPOS style till operation
• Excellent selling skills - adaptable to customer type and product
• Previous front of house or guiding experience, especially in a historic building
• Foreign language skills
• Demonstrable experience in a customer facing role, delivering impeccable customer care through excellent inter personal skills, especially in a commercial setting

Looking to work in the attractions industry or for a new challenge within the sector?