Visitor Services Assistant - Retail, Admissions & Tours

JOB PURPOSE

As a member of our front of house retail and visitor team, you will work in a fast-paced customer facing environment, providing exceptional customer service in the day to day retail operations and delivering guided tours, offering visitors a warm welcome and being passionate about delivering a memorable visitor experience in a setting that reflects our heritage.

• Deliver a warm welcome to local, national and international visitors
• Knowledgeable about the product range and encouraging upselling of membership, tours, exhibition and tea rooms offer
• Provide excellent customer care
• Billing - Cash and Credit Card handling
• Adhere to all financial procedures to include till operations and cash reconciliation duties.
• Adhere to Health and Safety & Food Safety practises and guidelines
• Delivering and assisting with public and private guided tours, as well as exhibition events
• Upsell products within the property
• Assist with stock management duties, including stock counts and supporting regular stocktakes.
• Actively feedback visitor comments to line managers to improve offer, service and operation
• Help achieve sales targets and membership recruitment targets.
• Promote the National Trust for Scotland as a memberships organisation and the benefits of becoming a member to all visitors.
• Wear the correct uniform, name badges, or PPE as required.
• Undertake any other tasks that may be reasonable requested

• No formal qualifications are required

• Some experience in the retail and tourism industry in a customer facing role
• Ability to work in a fast-paced environment
• Ability to work as part of a diverse team
• A willingness to share skills with others
• A great communicator with people

• Familiar with EPOS systems
• A willingness to be cross trained, particularly in providing operational support, and in other departments
• A passion for storytelling
• Knowledge of Charles Rennie Mackintosh and fascinating history of the Tea Rooms
• A passion for Scotland & Glasgow’s heritage and a willingness to enthusiastically share this with our visitors