Visitor Services Assistant

ASVA: Association of Scottish Visitor Attractions; Glasgow; Hybrid; GBP 18,000 - 23,000; Full time

Job summary

The National Trust for Scotland is seeking a customer‑facing Visitor Services Assistant to support admissions, catering, retail and membership activities across our sites. You will welcome visitors, process transactions, upsell memberships and Gift Aid, and help ensure a safe and welcoming environment for all guests.

Working on a rota with weekend shifts, you will deliver high standards of service, assist with event support and maintain clean, well presented facilities while complying with

Qualifications

• Demonstrable experience in a customer-facing retail based role.
• Demonstrable experience in a catering based role with food safety standards.
• Experience in sales or ticket/admissions, ideally in heritage/tourism, with cash handling/reconciliation.
• Experience with EPOS till operation.

Responsibilities

• Provide a consistently high standard of visitor care at all times.
• Welcomes visitors and processes admissions/retail/catering purchases.
• Upsell Memberships and Gift Aid; promote National Trust for Scotland campaigns.
• Maintain health and safety and ensure site is secure at close.
• Support with events and liaise with other departments as needed.

Skills

Customer service

Catering experience

Sales / admissions

EPOS till operation

Cash handling

Front of house

Upselling

Time management

Teamwork

Tools

EPOS system

Job description

Organisation: The National Trust for Scotland

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. This role is primarily a catering role however the VSA role also covers admissions, membership & retail. This role is on a rota basis and the expectation of the core hours will be a Saturday/Sunday.

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 Scotland brand to include our Membership scheme, events, upselling other properties and any promotional campaigns, being proactive in the selling of Membership and Gift Aid.

To maintain excellent standards of site and personal presentation at all times

• The general ongoing operational cleaning of all areas as necessary, toilet cleaning, emptying waste bins and as appropriate vacuum cleaning, mopping, sweeping, dusting and polishing when required;
• Ensuring site is ready to open and welcome visitors by the set opening time;
• Wearing correct uniform, name badges, or PPE as required.
• Reporting all instances of damage and wear and tear issues promptly to your line manager;
• Working in harmony with other departments; housekeeping, gardening, grounds maintenance and site repair employees/contractors.

Financial Responsibilities (where applicable)

• To adhere to all financial procedures to include till operation and banking and safeguarding of monies: to implement amendments to standard procedure as instructions may dictate.

Retail/Catering/Events/Cashier duties (where applicable)

• To ensure good housekeeping of catering kitchens, serveries and back of house areas.
• To assist in achieving site retail/catering/events targets and KPI's.
• To actively upsell products and services to facilitate the visitor's enjoyment.
• To actively feedback visitor comments to line managers to develop and improve offer, service, operations.
• To work flexibly across departments and sites as needed.
• To assist with the set-up, stewarding and break-down of events in liaison with the events coordinator.

Health and Safety

• To ensure site meets with Health and Safety legislation in liaison with your department manager.
• To ensure that visitors vacate the site at close of business and that the site is secured at end of day.
• To use personal protection equipment as provided and directed by your line manager

Skills, Experience & Knowledge

Essential

• Demonstrable experience in a customer-facing retail based role, delivering impeccable customer care through excellent inter-personal skills.
• Demonstrable experience in a catering based role, delivering impeccable customer care and food safety standards.
• Demonstrable experience in sales or ticket/event/admissions - ideally in a heritage/tourism context - with experience and confidence undertaking till-work and cash handling/reconciliation.
• Experience in EPOS style till operation.
• Excellent cash handling skills.
• Excellent "front of house" persona - warm, welcoming, patient, understanding.
• Excellent selling skills - adaptable to customer type and product.
• Demonstrable excellent time management skills and the ability to prioritise.
• Flexible, helpful outlook to customers and colleagues.
• Living the values of the National Trust for Scotland and encourage colleagues to do the same
• o The ability and willingness to understand others' perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
• o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
• o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.
• o A pro