Job Description : Senior Experience Ambassador Location: Johnnie Walker Princes Street Type: Permanent, Full-time Closing date: 13 April 2025 Background Johnnie Walker Princes Street in the centre piece of a £185 million investment program to transform our Scotch whisky visitor experiences in the biggest concerted programme ever seen in Scotland's whisky tourism sector. At the heart of the investment and the future global brand flagship for Johnnie Walker, the visitor experience in central Edinburgh brings to life the story of the brand and its makers and build an outstanding welcome for millions of whisky fans around the world. With eight floors filled with breath-taking bars, event spaces and views across the capital and castle, Johnnie Walker Princes Street has the flawless ingredients to stand alone as of Scotland and the World's finest attractions. Aspiration Diageo has a rich history of welcoming guests to our distilleries and giving them insight into the care and craft that goes into every single bottle of whisky we make. We are fortunate to have more distillery visitor centres than any other Scotch whisky producer, and we have continually invested to grow and improve our guest experiences. Almost a half million people visit annually to hear our founder stories, learn about flavour creation, and participate in curated tastings. As a result, consumers build an emotional connection with our brands, driving salience and supporting their growth. Distillery visitors feel they appreciate the product more after visiting, particularly through identifying the flavours, new ways of drinking and taking a multi-sensorial approach. 62% claim the distillery visit has made them think differently about whisky. The goal for each distillery site (and for Johnnie Walker Princes Street) is to revolve around an outstanding theme that is authentic to the brand stories and improves the site character and location. To this end, resources will be advised at improving the visitor experiences in service of theme, emotional engagement, increasing opportunities for revenue, and extending the brand connection well beyond the visit. Purpose of Role The Senior Experience Ambassador is responsible for providing diligent and quality service to visitors and Johnnie Walker Brand Home staff. This position leads small and large visitor groups throughout various interactive tour and tasting experience offerings while educating visitors about The Johnnie Walker Brand Home story and the art of whisky tasting and making. They will ensure the visitor experience operation is ran with excellence and is motivated to achieve set performance goals. Ultimately, they will set the tone for visitor engagement, encourage visitors to discover Scotch whisky, and promote responsible drinking. They will also deliver additional premium experiences, lead training for new and existing team members and perform opening/closing duties within the department when required. As a people manager, you will be entrusted with the responsibility of supervising a team of direct reports. Your role will encompass several key components, including 1:1s, training, reviews, feedback and performance management. Each is essential to fostering a productive and supportive work environment. Top Accountabilities (BOH & FOH Focus) - Possess a friendly, helpful, confident, and engaging personality - Provide a strong leadership presence and control of visitor experience operations while operating in a productive and efficient way - Possess strong Emotional Intelligence - Possessing a deep knowledgeable about all the whiskies within the portfolio, specifically in relation to each brand's history, tasting notes, key features, consumption, price and availability. - Have a strong consumer centric approach and provide consistent premium levels of service and promotion of brand message to all customers which generates memories for all visitors. - Rotate within all areas of the Brand Home and become familiar with the operating procedures within each department. - Deliver experiences and tasting to the agreed standard whilst ensuring memorable guest experiences as required - Using your sophisticated level of knowledge, ensure a deeper and sophisticate-danced visitor experience as appropriate to the specific role. · Assist with special events as required, including in any other JWPS departments · Ensure that Johnnie Walker Brand Home rules, safety standards, and sanitation requirements are followed at all times. - Process admissions transactions for guests and Issue tickets as required - Act as a superuser for the experiential ticketing system and all the tailored equipment - Provide ongoing feedback to Supervisor/Manager re: positives and negatives of current internal practises, risks to the organisation and opportunities for improvement. - Carry out additional supervisory duties such as opening/closing procedures in the absence of Management - Carry out cash handling procedures to the required standards. - Be responsible for accurate inventory management - Supervise and be accountable for all operational processes for the visitor experience operations, including but not limited to staffing, inventory management, forecasting, custom equipment, behind the scenes operations product knowledge, experience marketing execution, and event management - Assist in identifying gaps in current operating procedures and updating and creating as required to suit the ever-changing needs of the business - Assist in delivering consistent and real-time feedback and coaching to experience operations staff - Identify individual staff strengths and assist in creating developmental plans to prepare all positions for future growth, and train employees to be promoted to supervisory positions - Prioritize, plan, and adjust rosters as vital to improve visitor numbers and revenue - Carry out and lead training sessions with wider team to constantly evolve and deepen their knowledge. This will require planning a schedule throughout the year - Onboarding and training of new team members within the Experience department - Keep up to date with all the current whisky and spirit trends and standard processes. - Participate in educational opportunities for personal growth and development Qualifications and Experience required - Strategic thinking and the ability to understand and align with a company vision - Accomplished presentation skills with a high degree of professionalism - Be guided by a customer-first mindset; ability to understand and interpret consumer insights - An energetic, motivated and enthusiastic self-starter with strong initiative and decision-making skills - A detailed knowledge of the Whisky production process - Ability to adapt delivery style and tone to varying audiences - Excellent interpersonal skills · Excellent communication skills, both written and verbal · Fluent Spoken English, additional language skills are beneficial - A minimum of 4 years' experience in a customer/public facing role · Become an active member of the Brand Home team and share the responsibilities of operating a first-class Brand Home, on a seven day basis - Strong Team player - must work effectively as part of a team and achieve department goals through the wider team - A collaborative thinker who possesses the ability to consider challenges from various perspectives - Experience of training and coaching a team is preferable - Must be flexible with work schedule including weekends, holidays, and evenings - Some travel may be required Working with Us Join us and you can also expect a highly competitive and flexible rewards and benefits package including: - Product allowance and membership discounts - Contributory pension scheme - Competitive annual bonus (dependent on performance) - Generous holiday allowance Celebrating our inclusive and diverse culture is core to Diageo's purpose of "celebrating life every day everywhere". This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings. Feel inspired? Create a future worth celebrating with us Worker Type : Regular Primary Location: Princes Street Additional Locations : Job Posting Start Date : 2025-04-02 With over 200 brands sold in more than 180 countries, we're the world's leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers - the brands we're building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world. Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you'll collaborate with talented people from all corners of the world. Together, you'll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of. With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you'll be empowered to be you. Just bring your ambition, curiosity and ideas, and we'll celebrate your work and help you reach your fullest potential. DRINKiQ What's your DRINKiQ? Take our quiz to understand how alcohol is made and explore the effects of drinking. You can discover everything you need to know at DRINKiQ (https://www.drinkiq.com/en-gb/)