Visitor Services Assistant – Catering

Organisation: The National Trust for Scotland

JOB PURPOSE

As a member of our Visitor Services team your job is to give visitors from across the globe a big Fyvie welcome and help generate the income that enables us to care for the Castle and its Surroundings. Visiting The Butlers Pantry is an essential part of the visitor experience and the role of the Visitor Service Assistant – Catering is to make it a positive and memorable part of a visitor’s day with us. You’ll help us maximise sales through excellent customer service and product knowledge, taking pride in presentation and effective behind‑the‑scenes processes. Our Tearoom is a high footfall operation, and the ideal candidate should be experienced in a high volume, fast‑paced environment. Barista and baking experience would be beneficial for this role however training will be given. Core hours will be the minimum hours available, with the opportunity to work additional hours to suit the needs of the business. Must have weekend availability, hours will be issued on a rota basis. We pride ourselves on creating a positive team work ethic here at Fyvie so you may be required for additional support with other areas of the property such as Admissions, Retail, and Events activities to meet the business needs.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• To provide a consistently high standard of visitor care at all times.
• Welcoming all visitors to the site and processing their catering purchase in a friendly, efficient and knowledgeable manner.
• Assist in food preparation and stock management.
• Answer visitors’ queries about the catering offer, deals, seating, and ingredients.
• Checking on how visitors are enjoying their experience of catering enquiring whether all their needs are met.
• Promoting the National Trust for Scotland and the benefits of membership of it.
• To maintain excellent standards of site and personal presentation at all times.
• The general ongoing operational cleaning of all areas as necessary.
• Wearing correct uniform, name badges, or PPE as required.
• Support day to day catering operation including the preparation and cooking of soups, baked goods and any other items.

SCOPE OF JOB

• Customer Service: Regular interaction with members of the public of all ages and abilities, many from overseas and many National Trust for Scotland members.
• Teamwork: Regular interaction with employee and volunteer colleagues to share daily tasks and support a smooth visitor operation.
• Sales, stock and financial processes: Help achieve sales targets and membership recruitment targets. Operate tills and share end of day cash reconciliation duties, as appointed by Visitor Services Supervisor.
• Tools/equipment and cleaning chemicals: Occasional user of cleaning chemicals. Expected to become familiar with and comply with the property’s Health and Safety policies.

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

REQUIRED SKILLS, EXPERIENCE & KNOWLEDGE

• Ability to work within a team or independently, with minimal supervision, to a high and safe standard.
• Ability to be flexible and adapt working patterns and tasks to meet day-to-day variations in 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.
• Excellent selling skills.
• Genuine belief in the value of good customer service.
• Ability to be proactive and to take the initiative.

Desirable

• Basic Food Hygiene Qualification.
• Demonstrable experience in sales with experience of EPOS systems and cash handling/reconciliation.
• Previous experience in preparing and cooking food.