Visitor Assistant

Organisation:
The Scotch Whisky Experience

Location:

The Scotch Whisky Experience, 354 Castlehill, EH1

Your role is to make the world fall in love with Scotch whisky by providing excellent customer service, ensuring a genuine, welcoming experience for all visitors.

All elements of visitor assistant role

• Share in our vision to make the world fall in love with Scotch whisky.
• Embody our values and behaviours in all aspects of your role.
• Ensure visitors are met with the highest standard of customer care and are furnished with all information required to help them enjoy their experience.
• Comply with the Scotch Whisky Experience’s policies and procedures on health & safety and GDPR.
• Attend and engage with relevant staff training, briefings and meetings.
• Highlight any training or department needs to your line manager.
• Demonstrate a flexible attitude and a commitment to the continued success of the business as a whole.
• Work well as an integrated part of a motivated and professional team.

• Uphold outstanding levels of customer service.
• Proactively engage customers and provide recommendations or advice as and when required.
• Maximise income for the Scotch Whisky Experience.
• Maintain a good working knowledge of all products.
• Go above and beyond for all customers creating a memorable and lasting experience for all visitors.
• Warmly greet visitors, answer questions and sell tickets for the tour at the box office.
• Conduct guided tours for groups of up to 25 people. Tours must be conducted in an informative, entertaining, enthusiastic manner using appropriate body language.
• Advise and serve customers in the shop and bar areas.
• Staff should be aware that guests may take photographs/make recordings throughout their visit, as long as this is not disruptive to other visitors. This may involve photography/recordings of staff members.
• Use of language skills if required for the tour and throughout the SWE.

• Replenish shop, tour and bar stock.
• Ensure visual merchandising guidelines are followed.
• Assist the retail & stock team with deliveries when required.
• Cash Handling.
• Operate a till accurately.

• Work proactively with members of the visitor assistant team to perform all duties, and all other departments as and when required.
• Training and development.
• Work as a buddy to train and develop new members of the team, embodying our values and meeting our 5
  * standards.
• Train to conduct tasting tales and to join the tasting team.
• Lead by example for the rest of the team:
  Ensure you embody all our values daily and commit to all tasks being completed.
• Commit to look for areas of further development with management.
• Host staff training and tasting sessions.

Any other duties commensurate with your role.