KEY RESPONSIBILITIES AND ACCOUNTABILITIES

To provide a consistently high standard of visitor care at all times

• Line management of Visitor Services Assistants and volunteers

• Duty management and oversight/maintenance of the property

• Manage stock and orders within assigned budget to maximize income and meet budget targets.

• Welcoming all visitors to the site and processing their Food & Beverage purchase in a friendly, efficient and professional manner.

• Assist all visitors with queries relating to Food & Beverage purchases or experience

• 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.

To maintain excellent standards of site and personal presentation at all times

• Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.

• Wearing correct uniform, name badges, or PPE as required.

• Ensuring site is ready to open and welcome visitors by the set opening time.

• 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.

• Reporting all instances of damage and wear and tear issues 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 implement amendments to standard procedure as instructions may dictate.

Food & Beverage Duties

• To ensure good housekeeping of catering kitchens, serveries, front and back of house areas.

• To ensure that retail merchandising is in accordance with NTS policy.

• To assist in achieving site 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 hospitality coordinator.

• To assist with Hospitality events. Staff may be asked to work through into the night hours.

Health and Safety Responsibilities

• 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