Visitor & Operations Assistant

Visitor Experience & Operations Assistant

Salary:
Starting from £23,646.00 (FTE)

The Dundreggan Rewilding Centre welcomes over 50,000 guests each year, including a mix of day visitors, corporate groups, education groups, special interest groups and overnight guests staying at the on‑site accommodation. The role will be part of a small team responsible for delivering a programme of engaging paid visitor events and activities, as well as providing outstanding customer service via hospitality and retail support.

The overall purpose of the Visitor Experience & Operations Assistant role is to provide visitors with a high quality, memorable experience with the natural and cultural heritage of Dundreggan at its core.

The role will be managed by the Rewilding Centre Visitor Experience & Operations Supervisor and have strong relationships with other Rewilding Centre staff, particularly Visitor Engagement Coordinator, Operations Manager and hospitality team. They will work closely with the Trees for Life Marketing Officer to support retail operations. It will also be important to liaise with other Trees for Life charity staff, who can offer experience, knowledge and skills to provide visitors with more in‑depth information about the charity, its fundraising and its wider conservation work.

The scope of this role is to deliver products that generate income at the Rewilding Centre. The products are built around a natural environment that lends itself to outdoor activities and the facilities at the centre – forty bed accommodation, café, events and conference space. The majority of visitor experience delivery is practical, hands‑on outdoors activity.

The role will be accountable for taking the products created for guests and assisting the Visitor Experience & Operations Supervisor in making many of them happen. The role will make preparations for all events and experiences, such as creating risk assessments, ordering supplies, and ensuring space is booked and set up for use, delivering the experiences to guests and contributing to post‑event evaluation that ensures continuous improvement.

The Visitor Experience & Operations Assistant should focus on providing an experience that leaves a lasting impression on guests and leads to additional spending by the guest via accommodation, merchandise, charity donations and repeat business (i.e. upselling). The role will promote the Rewilding Centre business as a means to support the charitable work of Trees for Life.

• Delivering activities, events and programmes to our wide range of target audiences, from pre‑event preparation to post‑event assessment
• Leading outdoor tours and activities instruction, often working with school groups, university groups, families and tourist groups
• Serving as one of the on‑site experts on nature and culture‑based experiences, interpretation and information
• Providing feedback and ideas to support continuous improvement of all products, to ensure it is always current, appealing and distinctive in the market
• Using the ticketing/booking system and EPOS to facilitate guests bookings and sales
• Communicating with, and working alongside the Operations and Hospitality teams, to co‑deliver guest experiences to the highest standard
• Providing customer service in person or via phone or email, to answer questions and provide assistance
• Following health and safety and safeguarding procedures, to ensure the safety of guests and staff at all times
• Support with creating and distributing promotional materials, such as event posters, leaflets etc. ensuring materials are kept up to date and visible to public
• Act as Manager on Duty. Full training will be given.
  • Assisting customers with questions, finding sizes, colours and options
  • Maintaining inventory by taking stock counts and replenishing stock
  • Keeping record of invoices and orders
  • Helping with receipt of deliveries, pricing and display of merchandise
• Performing any other duties as required by the Visitor Experience & Operations Supervisor, or Operations Manager, in line with the level of responsibility for this post, including:
  • Covering light duties, such…