1. Actively promote a positive and collaborative workplace culture that supports the
Charity's purpose of Making Life Better and i-care values to increase morale,
productivity and performance.
2. Responsible for the day-to-day management and successful delivery of visitor services at Inverness Castle Experience, including events.
3. Support the Visitor Services manager with managing of all staff employed in visitor services at Inverness Castle Experience, deputising in the Visitor Services Manager's absence.
4. Ensure all areas of the visitor experience are presented and working as per the agreed requirements, carrying out regular inspections and taking corrective action where needed These include but are not limited to;
a. Audio Guides
b. AV Systems
c. Displays and object presentations
d. Lighting
e. Emergency Systems
f. Lifts
g. Toilet facilities
h. All front of house areas
i. Grounds and Gardens
5. Engage with all suppliers as required for the successful delivery of visitor services, including supporting the managements of the EPOS system, stock ordering, related administration, stock counts, processing deliveries and maintaining accurate stock and equipment records.
6. Liaise with all customers, teams and management that are involved with booking events at Inverness Castle Experience.
7. Signpost visitors to highland wide attractions and areas of interest.
8. Assist with the promotion and delivery of events and activities at Inverness Castle Experience and across the highlands, as appropriate.
9. Ensure high performance, service excellence and presentation standards of the staff and visitor services are maintained at all times, engaging with customers, building rapport, enhancing their experience and resolving any issues positively, professionally and promptly.
10. Assist with providing appropriate support for customers, according to the needs of individuals and different groups.
11. Confidently share the "Spirit of the Highlands" stories, (inspired by the Highland landscape, culture, heritage and people) with visitors and groups.
12. Ensure that the financial regulations are followed at all times and to support the Visitor Services Manager in monitoring the budget, reducing costs and increasing income where possible.
13. Consult with customers and staff on the operation of visitor services and to ensure the Visitor Services Manager is informed of any issues or improvements that may contribute to the effectiveness, security or efficiency of the visitor experience.
14. Follow the Inverness Castle Experience Visitor Services plans, actively contribute and implement.
15. Assist with the monitoring and collation of performance statistics and other administration or returns as required.
16. To be a key holder and ensure the security procedures are complied with at all times and respond to out of hours calls when required.
17. To deputise for the Visitor Services Manager when required and take on the role of Duty Manager with site wide responsibility.
18. Provide first aid as and when needed, in accordance with training and procedures. (training will be provided)
19. Work on a rota basis, including evenings, weekends and bank holidays.
20. Support the implementation, monitoring and review of health and safety systems of work and policies within the facility (including Normal Operating Procedures, Emergency Action Plans, COSHH, Risk Assessments) and to ensure that all staff are conversant with and adhere to instructions and written procedures at all times.
21. Pursue continuous professional development and contribute to the continuous improvement of Inverness Castle Experience.
22. Attend and undertake any training online or in person.
23. Aim to reduce wastage and uphold our environmental values of being as sustainable as possible in all tasks.
24. Assist and support other areas of High Life Highland with particular projects, training or in the event of holidays or sickness and working cross-functionally across the Inverness Castle Experience team.
25. Undertake all tasks in accordance with High Life Highland policies and procedures, including General Data Protection Regulations, health and safety procedures, relevant checks, reporting any concerns to management to ensure corrective action is taken