Visitor Assistant

ASVA; City of Edinburgh; Hybrid; GBP 12,000 - 17,000; Full time

Job summary

The Scotch Whisky Experience is seeking a friendly Visitor Assistant to help create a welcoming visit for all guests. You will greet customers, sell tours at the box office, and guide groups with engaging, informative narration.

Responsibilities include handling tickets and payments, assisting in the shop and bar areas, stocking shelves, and training new team members to maintain our 5* standards.

Qualifications

• Uphold outstanding levels of customer service and welcome visitors warmly.
• Provide tour information with clarity and enthusiasm to groups up to 25.
• Sell tickets at the box office and advise on shop and bar services.

Responsibilities

• Greet visitors, answer questions, and sell tour tickets at the box office.
• Conduct guided tours for groups of up to 25 in an informative, entertaining manner.
• Advise and serve customers in the shop and bar areas; handle till carefully.
• Replenish stock, maintain visual merchandising, and assist with deliveries when required.
• Train and buddy new staff, participate in team meetings, and uphold 5* standards.

Skills

Customer service

Tours guidance

Sales skills

Cash handling

Teamwork

Job description

Organisation: The Scotch Whisky Experience

Location: The Scotch Whisky Experience, 354 Castlehill, EH1

Main role

Your role is to make the world fall in love with Scotch whisky by providing excellent customer service, ensuring a genuine, welcoming experience for all visitors.

Job elements

All elements of visitor assistant role

Company commitments

• Share in our vision to make the world fall in love with Scotch whisky.
• Embody our values and behaviours in all aspects of your role.
• Ensure visitors are met with the highest standard of customer care and are furnished with all information required to help them enjoy their experience.
• Comply with the Scotch Whisky Experience’s policies and procedures on health & safety and GDPR.
• Attend and engage with relevant staff training, briefings and meetings.
• Highlight any training or department needs to your line manager.
• Demonstrate a flexible attitude and a commitment to the continued success of the business as a whole.
• Work well as an integrated part of a motivated and professional team.

Sales & Service

• Uphold outstanding levels of customer service.
• Proactively engage customers and provide recommendations or advice as and when required.
• Maximise income for the Scotch Whisky Experience.
• Maintain a good working knowledge of all products.
• Go above and beyond for all customers creating a memorable and lasting experience for all visitors.
• Warmly greet visitors, answer questions and sell tickets for the tour at the box office.
• Conduct guided tours for groups of up to 25 people. Tours must be conducted in an informative, entertaining, enthusiastic manner using appropriate body language.
• Advise and serve customers in the shop and bar areas.
• Staff should be aware that guests may take photographs/make recordings throughout their visit, as long as this is not disruptive to other visitors. This may involve photography/recordings of staff members.
• Use of language skills if required for the tour and throughout the SWE.

Stock Management

• Replenish shop, tour and bar stock.
• Ensure visual merchandising guidelines are followed.
• Assist the retail & stock team with deliveries when required.
• Cash Handling.
• Operate a till accurately.

Teamwork

• Work proactively with members of the visitor assistant team to perform all duties, and all other departments as and when required.
• Training and development.
• Work as a buddy to train and develop new members of the team, embodying our values and meeting our 5* standards.
• Train to conduct tasting tales and to join the tasting team.
• Lead by example for the rest of the team: Ensure you embody all our values daily and commit to all tasks being completed.
• Commit to look for areas of further development with management.
• Host staff training and tasting sessions.

Other duties

Any other duties commensurate with your role.