Visitor Services Assistant – Food & Beverage

Organisation:
The National Trust for Scotland

Location:

Brodick Castle, Gardens & Country Park, Isle of Arran, KA27 8HY

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 the Food & Beverage activities at Brodick Castle, Gardens and Country Park, making the property the best possible place to visit and work.

• Provide a consistently high standard of visitor care.
• Ensure the site is ready to open, welcoming visitors, processing their admission or catering purchase in a friendly, efficient, and knowledgeable manner.
• Welcome visitors with special needs/impairments and provide a high level of service in accordance with the Disability Discrimination Act.
• Welcome international visitors and assist with specific needs.
• Welcome groups in an efficient and warm manner.
• Answer visitors’ queries about the site, facilities, and the local area.
• Provide information about the site, its history, contents, offers, and merchandise.
• Promote the National Trust for Scotland brand, including our Membership scheme, events, upselling other properties and any promotional campaigns.
• Proactively sell Membership and Gift Aid.
• Support the operational needs of the business with occasional cross-department working such as guiding and retail.
• Maintain excellent standards of site and personal presentation, wearing the correct uniform, name badges or PPE as required.
• Keep a clean and safe working environment for staff and visitors.
• Report all issues of damage, wear and tear promptly to your Line Manager.

• Ensure good housekeeping of kitchens, serveries and back-of-house areas.
• Ensure merchandising is in accordance with NTS policy.
• Assist in achieving catering targets and KPIs.
• Actively upsell products and services to facilitate visitor enjoyment.
• Encourage visitor feedback using the Trust survey cards.
• Report visitor comments to line managers to develop and improve offer, service, operations.
• Work flexibly across departments and sites as needed, for instance in retail or guiding.
• Maintain up-to-date systems of recording, including All-In-One records, allergens, COSSH, cleaning records, stock take and wastage.

• Ensure the site meets health and safety legislation in liaison with your department manager.
• Ensure that visitors vacate the site at the close of business and that the site is secured at the end of day.
• Use personal protection equipment as provided and directed by your line manager.
• Maintain a safe working environment for colleagues.
• Assist as a fire marshal for the safety of all staff and visitors.