Visitor Services Assistant

ASVA; City of Edinburgh; Hybrid; GBP 18,000 - 23,000; Full time

Job summary

The National Trust for Scotland in Edinburgh is seeking a friendly Visitor Services Assistant to welcome visitors, process admissions, and contribute to a high-standard visitor experience at Gladstone’s Land.

You will handle retail and catering transactions, assist international guests and people with special needs, and promote memberships and campaigns to maximise income while ensuring safety and security of the site.

Qualifications

• Customer service and visitor-facing skills are essential.
• Cash handling and basic sales abilities are desirable.

Responsibilities

• Provide consistently high standard of visitor care at all times.
• Welcome visitors to the site and process admissions, retail or catering transactions in a friendly, efficient and knowledgeable manner.
• Assist visitors with special needs or impairments and provide high level of service in line with accessibility requirements.
• Assist international visitors and groups, ensuring smooth and warm welcoming.
• Answer questions about the site, education facilities, local area and available merchandise.
• Promote memberships, events and promotions to maximise income and drive engagement.

Job description

Organisation: The National Trust for Scotland

Location: Gladstone’s Land, 477B Lawnmarket, Edinburgh, EH1 2NT

JOB PURPOSE

To maximise our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.

Specifically, to ensure the smooth and safe operations in Admissions, Tours, Retail, Catering and Events activities making the property the best possible place to visit and work.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times
• Welcoming visitors to the site and processing their admission/retail or catering purchase in a friendly, efficient and knowledgeable manner.
• Welcoming visitors with special needs / impairments and providing a high level of service in accordance with the Disability Discrimination Act.
• Welcoming International visitors and aiding with specific needs.
• Welcoming groups in an efficient and warm manner.
• Answering visitors’ queries about the site, education facilities and the local area.
• Providing information about the site, its history, contents, offers and merchandise.
• Promoting National Trust for Science brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.