Visitor Services Assistant
Organisation: The National Trust for Scotland
Location: Robert Burns Birthplace Museum, Murdoch's Lone, Alloway, Ayr, KA7 4PQ
KEY 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 in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
* 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.
* Occasional guiding duties: booked group visits or Museum/ Cottage highlight tours for general visitors.
* The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting, and polishing 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 issues of damage and wear and tear, promptly to your Line Manager.
* Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.
Financial Responsibilities
* To adhere to all financial procedures to include till operation and banking and safeguarding of monies.
* To ensure good housekeeping of catering kitchens, serveries, back and front of house areas and including dishwashing.
* 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.
* To assist with the set-up, stewarding and break-down of events in liaison with the functions and events manager.
* To assist with hospitality events. This includes evening events and 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.
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