Visitor Services Assistant – Admissions

Organisation:
The National Trust for Scotland

Location:

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

A Visitor Services Assistant is crucial to our visitors’ “first impression” of the property and in establishing and maintaining the Trust’s reputation as a guardian of Scotland’s heritage and as the organisation that actively wants people to engage with and enjoy the properties it cares for. As you will be working in a customer-facing role, this means you will directly engage with visitors on arrival (and often at departure) so excellence in customer care is paramount, as you will be responsible for ensuring you are providing our Visitors with the best entry options (Memberships, admissions tickets, guidebooks).

The Visitor Services Assistant is expected to meet (if not exceed) sales targets for the selling of memberships and Guidebooks. You will also be expected to be knowledgeable and actively engage with our visitors and provide general “tourist information” for the locality and other nearby Trust properties.

• To always provide a consistently high standard of visitor care.
• Ensuring the site is ready to open, welcoming visitors to the site and processing their admission or catering purchase in a friendly, efficient and knowledgeable manner.
• Welcome visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act.
• Welcome International visitors and aiding with specific needs.
• Welcome groups in an efficient and warm manner.
• Answering visitors’ queries about the site, facilities, and the local area.
• Providing information about the site, its history, contents, offers, and merchandise.
• Promoting the 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 support the operational needs of the business with occasional cross department working such as guiding and retail.

• Delivering a high level of customer service
• Sharing important site updates and event information with visitors
• Ticket/membership sales and admissions
• Assisting with Admissions at the Castle Front Desk as required
• A passion for product knowledge and upselling

• Sharing the benefits of our Memberships and finding innovative ways to encourage recruitment
• Accurate recording of visitors and members onto tablets and ensuring devices are well maintained with issues reported promptly
  
  Always following GDPR guidelines when signing new members and storing paperwork
• Working with the Visitor Services Supervisor and wider team to deliver membership targets and KPI’s

• Cash Handling and reconciliation including end-of-day administration tasks
• Secure and accurate handling of cash and data in line with Cash handling and GDPR policies and procedures
• Key holding duties, with potential to open/lock up

• Managing communications – telephone, radio and email and following up on any requests
• Reporting any system issues to the Operations team for rectifying as soon as possible

• Ensuring Health and welfare of staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and risk assessments
• Traffic Management – ensuring vehicles are managed efficiently to prevent queues backing onto the road
• Assist as a fire marshal for the safety of all staff and visitors.
• Always maintain excellent standards of site and personal presentation.
• Wearing the correct uniform, name badges, or PPE as required.
• Upkeeping a clean and safe working environment for staff and visitors.
• Reporting all issues of damage, wear and tears, promptly to your Line Manager.

• Essential
  • No formal educational qualification is required.
• Desirable
  • Food Safety Level 2 Qualification
  • Allergen Awareness (Scotland)
  • Relevant CPD/ Foundation qualification

• Essential
  • Ability to work within a team or…