Organisation: The National Trust for Scotland
Location: Crathes, Banchory AB31 5QJ
JOB PURPOSE
We are looking for an enthusiastic individual to join our team, helping to make our properties the best possible places to visit and work.
To maximize our visitors’ enjoyment of Crathes Castle, staff should be passionate about delivering an outstanding customer experience to our visitors and guests and able to maintain excellent standards of service, optimizing opportunities to generate income and ensuring that the site and its assets are safe and secure. The role focuses on the smooth and safe running of operations, primarily in admissions, retail, and Food and Beverage.
Responsibilities include providing a 5-star visitor experience: greeting visitors, recruiting new Trust members, promoting fundraising initiatives, managing admissions, and offering visitor information.
We seek team players who are proactive and driven to make a difference.
Please note that the role involves physical activity such as standing and walking, with some flexibility needed regarding working hours, including weekends.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
This role supports the admissions, retail, and catering teams in delivering a high-quality visitor experience, including:
1. Welcoming visitors and promoting Trust membership
2. Providing excellent customer service and assisting with ticket selection and purchase
3. Responding to customer inquiries, answering calls, cleaning, recording statistics, and completing daily tasks
4. Processing retail deliveries, displaying stock, and maintaining tidiness
5. Handling cash accurately and processing sales across platforms
6. Maintaining high accuracy in transactions and data recording
7. Driving sales of admission tickets, memberships, and donations through product knowledge and customer service
8. Supporting guides with tours
9. Performing cash reconciliation and administrative duties
10. Taking responsibility for personal development and learning
11. Working flexibly, including weekends and bank holidays
12. Managing booking inquiries effectively
13. Developing knowledge of the site’s history to engage visitors
14. Adhering to property’s quality standards and uniform policy
15. Ensuring health and safety of staff, volunteers, and visitors by following Trust policies and the property's safety system
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