Experience Ambassador

Experience Ambassador

Edinburgh, Scotland - Johnnie Walker Princes Street

Full-time position

Closing Date: 10th April 2025

About Us

Diageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. Our purpose - Celebrating life, every day, everywhere has a meaningful role in our company, for our people, our diversity, our brands, in how we perform and how we build shared value.

This is a chance to be involved in a daring and truly one-of-a-kind team where our aim is to build memorable and unforgettable experiences across each and every one of our venues across Scotland. Johnnie Walker Princes Street 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.

About the Role

Our Experience Ambassadors entertain guests from around the world and provide a world-class guest experience for visitors. You'll welcome our guests to Johnnie Walker Princes Street guiding and delivering their personal whisky adventure.

You'll bring to life the art of whisky making and the heritage of our brands by guiding groups throughout various interactive tour experiences and tastings. In addition, you'll be responsible for ticketing, admissions, information services and booking of tailored visitor experiences throughout our Brand Homes across Scotland.

You'll engage with visitors on both an individual and group basis, interpreting customer interests and providing information to build a personalised experience.

Our Experience Ambassadors are our brand advocates and you'll thrive with sharing the Johnnie Walker story with our visitors and be passionate about encouraging them to discover the delights of Scotch whisky.

We are looking for permanent full-time Experience Ambassadors at Johnnie Walker Princes Street.

About You

To be successful, you'll need great customer service skills, preferably having worked in the retail or hospitality industry. Alongside strong interpersonal and communication skills, you'll be a natural presenter with the ability to engage visitors with your story-telling skills and with the support of our training programme, you'll develop your whisky knowledge to educate and inspire every visitor.

You'll be a confident presenter with the ability to script read while tailoring your providing an engaging experience. Previous experience working as a tour guide is preferable but not crucial.

Top Accountabilities

• Possess a friendly, helpful, confident, and engaging personality
• Possessing a deep knowledge 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.
• Ability to engage collective groups of visitors with confidence and charisma
• Rotate within all areas of the Brand Home and become familiar with the operating procedures within each department.
• Deliver all experiences and tastings to the agreed standard whilst ensuring memorable guest experiences
• Assist with special events.
• Provide assistance to our guests following their tour experience within the retail area
• 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
• Provide ongoing feedback to Supervisor/Manager regarding positives and negatives of current internal practices, risks to the organisation and opportunities for improvement.
• Carry out cash handling procedures to the required standards.
• Keep up to date with all the current whisky and spirit trends and best practices.
• Participate in educational opportunities for personal growth and development

Qualifications and Experience required

• 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 is beneficial, however training will be provided
• Ability to adapt delivery style and tone to varying audiences
• Ability to memorize, retain and deliver a script to set timings while using interactive technologies and props
• Excellent interpersonal skills
• Excellent communication skills, both written and verbal
• Fluent Spoken English, additional language skills are beneficial
• Experience in a customer/public facing role
• Strong Team player - must work effectively as part of a team and achieve department goals through the wider team
• Must be flexible with work schedule including weekends, holidays, and evenings

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.

Feel inspired? Create a future worth celebrating with us!