Brand Home Lead Guide

Diageo; Ballater; On-site; GBP 10,000 - 40,000; Full time

Job summary

A global leader in beverage alcohol in Ballater is seeking a Brand Home Lead Guide for full-time, fixed-term contract responsibilities. You'll oversee operations, ensure compliance with company standards, supervise staff, and deliver exceptional customer service. Ideal candidates will have experience in a fast-paced environment and possess strong leadership qualities. A highly competitive benefits package is offered, including a product allowance and a contributory pension scheme.

Benefits

Product allowance

Contributory pension scheme

Competitive annual bonus

Generous holiday allowance

Qualifications

• Experience in leading a team and supervising daily operations in a fast paced environment.
• Possess a friendly, helpful, confident, and engaging personality.
• Fully embrace customer service standards with a customer-first mindset.
• Be driven, resilient, open-minded, and a team player.

Responsibilities

• Ensure compliance with Diageo's global standards and policies.
• Support RBHM with all operational activities.
• Responsible for stock control and cash management.
• Host VIP experiences and coordinate events.
• Daily supervision of Brand Home guides and agency staff.

Skills

Team leadership

Customer service

Operational compliance

Job description

Brand Home Lead Guide

Royal Lochnagar Visitor Centre

Full time

Fixed Term Contract ending 31st August 2026

Closing date: 7th October 2025

Please note: This role will require weekend and evening work, as well as opening and closing activities.

About The Team

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage.

You will be responsible for:

SAFETY & COMPLIANCE

• Ensure compliance in accordance to Diageo's global standards and policies, including daily operational compliance

• Key holder (including responsible for the opening and closing of the BH), personal license holder and premise manager as required

• Coordinate contractor works within in the Brand Home

OPERATIONS & OPERATIONAL COMPLIANCE

• Support RBHM with of all operational activities relating to bars, experiences and retail

• Responsible for stock control and cash management

• Subject matter experts on all systems relating to BH operations

• Support RBHM for all F&B requirements incl responsibility for implementing F&B strategy & requirements

• Responsible managing BH mailbox and entry of all bookings to systems/diaries

• Answers all incoming calls and processes requirements

• Co-ordinate training

BRAND HOME DEVELOPMENT

• Play a key role in the deployment of new ways of working and systems implementations

CUSTOMER SERVICE

• Ensuring excellent customer service standards are adhered to at all times, escalation point for resolving customer issues as required

• Host VIP experiences and coordinate events, working with 3rd party providers and organisations

• Hosting tours and tastings as required

LEADING THE TEAM:

• Daily supervision of the Brand Home guides and agency staff

• Scheduling, monitoring and recording of hours for Brand Homes staff & agency

To be successful in this role:

• Experience in leading a team and supervising daily operations in a fast paced environment

• Possess a friendly, helpful, confident, and engaging personality

• Fully embrace customer service standards and be guided by a customer-first mindset

• Be driven, resilient, open-minded and a team player

Working with Us

Join us and you can also expect a highly competitive and flexible rewards and benefits package including:

• Product allowance

• 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!