s1jobs
Visitor Services Assistant - Admissions
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
JOB PURPOSE
A Visitor Services Assistant is crucial to our visitors’ “first impression” of the property and in establishing and maintaining the Trust’s reputation as a guardian of Scotland’s heritage and as the organisation that actively wants people to engage with and enjoy the properties it cares for. As you will be working in a customer-facing role, this means you will directly engage with visitors on arrival (and often at departure) so excellence in customer care is paramount, as you will be responsible for ensuring you are providing our Visitors with the best entry options (Memberships, admissions tickets, guidebooks). The Visitor Services Assistant is expected to meet (if not exceed) sales targets for the selling of memberships and Guidebooks. You will also be expected to be knowledgeable and actively engage with our visitors and provide general “tourist information” for the locality and other nearby Trust properties.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
- To always provide a consistently high standard of visitor care.
- Ensuring the site is ready to open, welcoming visitors to the site and processing their admission or catering purchase in a friendly, efficient, and knowledgeable manner.
- Welcome visitors with special needs/impairments and providing a high level of service in accordance with the Disability Discrimination Act.
- Welcome International visitors and aiding with specific needs.
- Welcome groups in an efficient and warm manner.
- Answering visitors’ queries about the site, facilities, and the local area.
- Providing information about the site, its history, contents, offers, and merchandise.
- Promoting the 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 support the operational needs of the business with occasional cross-department working such as guiding and retail.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Visitor Experience and Front of House Duties
- Delivering a high level of customer service
- Sharing important site updates and event information with visitors
- Ticket/membership sales and admissions
- Assisting with Admissions at the Castle Front Desk as required
- A passion for product knowledge and upselling
Membership and Visitor Recording
- Sharing the benefits of our Memberships and finding innovative ways to encourage recruitment
- Accurate recording of visitors and members onto tablets and ensuring devices are well maintained with issues reported promptly
- Always following GDPR guidelines when signing new members and storing paperwork
- Working with the Visitor Services Supervisor and wider team to deliver membership targets and KPIs
Cash Handling and Administration
- Cash Handling and reconciliation including end-of-day administration tasks
- Secure and accurate handling of cash and data in line with Cash handling and GDPR policies and procedures
- Key holding duties, with potential to open/lock up
Communications
- Managing communications – telephone, radio, and email and following up on any requests
- Reporting any system issues to the Operations team for rectifying as soon as possible
Safety, Welfare, and Site Operations
- Ensuring Health and welfare of staff, volunteers, and visitors by adhering to the Trust’s Health, Safety, and Environment policies and risk assessments
- Traffic Management – ensuring vehicles are managed efficiently to prevent queues backing onto the road
- Assist as a fire marshal for the safety of all staff and visitors.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Always maintain excellent standards of site and personal presentation.
- Wearing the correct uniform, name badges, or PPE as required.
- Upkeeping a clean and safe working environment for staff and visitors.
- Reporting all issues of damage, wear, and tears promptly to your Line Manager.
Qualifications
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Essential
- No formal educational qualification is required.
Desirable
- Food Safety Level 2 Qualification
- Allergen Awareness (Scotland)
- Relevant CPD/Foundation qualification
Essential
Experience & knowledge
- Ability to work within a team or independently, with minimal supervision to a high and safe standard.
- Ability to be flexible, adapt working patterns and tasks to meet day-to-day property needs.
- Ability to adjust pace to match customer flow without compromising quality of service.
- Excellent front of house persona - warm, welcoming, patient, and understanding.
- Genuine belief in the value of good customer service.
- Excellent interpersonal and communication skills.
- Demonstrable time management skills and the ability to prioritize tasks.
- Ability to be proactive and to take the initiative as required.
Desirable
- Demonstrable experience in a customer-facing role or hospitality role, delivering impeccable customer care through excellent interpersonal skills.
- Experience in EPOS style till operation.
- Excellent cash handling skills.
- Excellent selling skills – adaptable to customer type and product.
Click apply now for more information and to apply
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills