As a front-line member of the Culloden team your job is give an amazing welcome and tell the story of this iconic site. You will be responsible for delivering our commercial offer which includes membership, general admission, donations, some retail products and travel trade. You will be part of the wider Culloden Cluster acting as an ambassador for the site and the National Trust for Scotland.  

KEY RESPONSIBILITIES 

• Leading the team in reaching its membership targets for the year
• Working as part of the overall management team at Culloden, and the wider cluster.
• Delivering a high level of customer service and inspiring team members to adhere to high customer service standards
• Responsible for reporting data and analysing figures/trends
• Undertaking the induction/ongoing training of staff on all front-of-house procedures, customer care and membership.
• Developing the progress of the Welcome Supervisor
• Full responsibility for Travel Trade bookings to the site and coordinating their visits alongside the Engagement Team, with support of the Ops Manager
• Working closely with other managers across the cluster to deliver functions and events throughout the year
• Sharing the history of the site and the principles of the NTS with visitors both onsite and via online resources.
• Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health ,Safety and Environment policies and guidelines. 
• Undertaking Duty Management as part of a rota including banking processes
• Cash reconciliation including end of day reports and till management

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Experience

Essential

• Ability to work within a 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 variations in property 
• needs. 
• Ability to adjust pace to match customer flow without compromising quality of service.
• Excellent front of house persona - warm, welcoming, patient and understanding.
• Excellent selling skills
• Genuine belief in the value of good customer service. 
• Excellent interpersonal and communication skills. 
• Demonstrable time management skills and the ability to prioritise. 
• Ability to be proactive and to take the initiative.

Desirable

• Previous cash handling experience
• Foreign language skills
• Historical knowledge of the site and area 
• Previous experience in museum, tourism or equivalent sector