Visitor Services Assistant

Organisation: The National Trust for Scotland

Location: Crathes Castle, AB31 5QJ

PURPOSE OF THE ROLE

We are looking for enthusiastic, motivated and talented customer focused individuals to join our team. Staff should be passionate about delivering outstanding customer experiences to our visitors and guests and able to maximise opportunities to generate income. It’s important that Visitor Service Assistants (VSA’s) ensure the property and its assets are safe and secure. Furthermore, we’re looking for team workers who are also able to use their own initiative and are driven to make a difference. This role is about creating a 5 star visitor experience and providing outstanding customer service.

KEY RESPONSIBILITIES

• Welcoming visitors and promoting the value of Trust membership
• Assisting visitors in selecting and purchasing the most appropriate ticket option
• 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, its furnishings and inhabitants.
• Stewarding rooms during high season, providing information on the history of the room
• Providing excellent customer service
• Helping conservation clean to strict rules and procedures
• Handling cash accurately and processing sales
• Actively driving up 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 weekend and Bank Holidays as appropriate
• Working across departments when necessary supporting the wider team
• Providing consistently excellent customer service when dealing with high volumes of customers and busy periods, including coach visits; answering visitors’ queries about the catering offer, deals, seating and ingredients
• Checking on how visitors are enjoying their experience of catering and enquiring whether all their needs are met
• Consistently presenting high quality plating of food
• Adhering to the property’s quality standards, including wearing of uniform
• Ensuring 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)

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