Organisation: The National Trust for Scotland
Salary: £12 per hour
Location: Falkland Palace
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
1. Provide a consistently high standard of visitor care at all times.
2. Welcome visitors to the site and process their admission/retail purchase in a friendly, efficient and knowledgeable manner.
3. Assist visitors with special needs/impairments in accordance with the Disability Discrimination Act.
4. Welcome international visitors and aid with specific needs.
5. Welcome groups efficiently and warmly.
6. Answer visitors’ queries about the site and the local area.
7. Proactively engage with visitors about the site, its history, contents, offers, and merchandise.
8. Promote the National Trust for Scotland brand, including our Membership scheme, events, upselling other properties and any promotional campaigns.
9. Conduct guided tours of Falkland Palace to the general public and visiting groups as needed.
10. Maintain excellent standards of the site and personal presentation at all times.
11. Ensure the site is ready to open and welcome visitors by the set opening time.
12. Wear the correct uniform, name badges, or PPE as required.
13. Report all instances of damage and wear and tear issues promptly to your line manager.
14. Work in harmony with other departments; Collections Care, Gardening, and site repair employees/contractors.
Financial Responsibilities (where applicable)
1. Adhere to all financial procedures including till operation and safeguarding of monies.
2. Implement amendments to standard procedure as instructions may dictate.
Visitor Services/Retail/Events/Cashier Duties (where applicable)
1. Ensure that retail merchandising is in accordance with NTS policy.
2. Assist in achieving site retail/membership/events targets and KPIs.
3. Actively upsell products and services to facilitate the visitor’s enjoyment.
4. Feedback visitor comments to line managers to develop and improve offers, service, and operations.
5. Work flexibly across departments and Fife Properties as needed.
6. Assist with the set-up, stewarding, and break-down of events in liaison with management.
7. Assist with Heritage Hospitality events, which may include evening work.
8. Ensure good housekeeping in back of house areas.
Health and Safety
1. Ensure the site meets Health and Safety legislation in liaison with your department manager.
2. Ensure that visitors vacate the site at close of business and that the site is secured at the end of the day.
3. Use personal protection equipment as provided and directed by your line manager.
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