Visitor Centre Team Member - Guide

We have an exciting opportunity to work as part of an energetic team to proactively contribute to and drive the operation of a world class Visitor Centre ensuring the provision of a warm welcome to guests and the delivery of top class guest service as part of the Glenfiddich and Balvenie Visitor Centre team.

• We offer a competitive salary and benefits which are designed to promote our employees financial wellbeing. Employees are also eligible to participate in a bonus plan.
• Our employees enjoy a generous holiday entitlement and an opportunity to ‘buy’ or ‘sell’ some holiday entitlement.
• Private Healthcare and Doctor@Hand (remote GP service).
• Our employees can join a defined contribution pension plan. Employees contribute either 4% or 5% of salary, the company contributes 8% or 10% depending on the employee contribution. Employee contributions can be made through salary sacrifice.
• Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues.
• Our Life Assurance cover is a multiple of eight times your annual basic salary.
• Product allocation so that you can enjoy our fantastic portfolio of brands.
• Our Cycle to Work scheme allows you to hire a bike for an agreed length of time, and then snap it up for a fraction of its original value. All while making savings (at least 25%) and spreading the cost.
• Every employee has the opportunity to claim up to £1,000 per year for a charity or charities for which they have raised money, volunteered their time or personally donated.
• Learning resources to help you be your best self.

Develop a comprehensive understanding of the process operations of both Glenfiddich and Balvenie Distilleries, as well as the WG&S Core brands, their individual histories, and their unique places within the broader Scottish whisky industry to drive brand advocacy and positively impact sales.

Perform reception duties at both Glenfiddich and The Balvenie, including: welcoming guests; handling phone, email and in-person booking enquiries; processing bookings on arrival; cash handling, card payments and operation of the till, and advising guests of onsite facilities. Ensure strict adherence to proper EPOS procedures to ensure accurate recording of tour and End of Day procedures.

Deliver a wide-range of tours at both Glenfiddich Distillery and The Balvenie Distillery to the highest standards of customer service, allowing the Visitor Centre to offer a variety of guest experiences from a standard tour to a high‑end luxury experiences for VIPs.

Act in an ambassadorial capacity for both Glenfiddich and The Balvenie when working onsite with internal marketing and branding teams, trade groups from the spirits industry, journalists and film crews, Family members and their guests.

Conduct retail operations at Balvenie Visitor Centre, including developing comprehensive brand knowledge and awareness of current pricing to successfully advise customers and drive sales; deliver point of sale operations, be competent in cash and credit card handling systems and banking procedures; monitor stock levels and advise on re‑stocking and organising postage and packing where applicable.

Develop an understanding of both retail, and food and beverage operations across the site in order to support these services when required as well as advising visitors on other experiences available on site.

Liaise with team members from across site to help ensure the positive flow of information and ideas between process teams and visitor teams.

Maintain and follow safe working practises and food hygiene procedures in accordance to required legislation and site Health and Safety policies, including proficiency in the evaluation of risk management relating to hosting film crews and journalists at the distilleries e.g. iOSH training and Point of Work Risk Assessment.

Attend all relevant site meetings, daily service briefs and contribute appropriately to team meetings to help drive performance within the team and support the implementation of team long‑term plans and continuous improvement projects.

Accurately…