Brand Home Host (FTC) in Aberfeldy

Tour Guides are an integral part of the team at Dewar’s Aberfeldy Distillery, providing a consistent exceptional quality of customer care across admissions, tours, retail, bar and catering. Event and VIP hosting may also be included. Guides must reflect our incredible brands in everything they do, whilst observing Safety, Quality and Sustainability standards to ensure that Dewar’s Aberfeldy Distillery is a responsible and successful part of Bacardi.

We are looking for people who can deliver an exceptional experience for all our guests, exceeding their expectations and taking pride in educating them on our whiskies like a founder. You should be fearless in taking initiative to keep visitors safe and happy, whilst being flexible in a very fast paced environment. Teamwork is essential, you need to support the whole team like a family in our exciting and varied distillery environment.

Responsibilities

• Conduct distillery tours ensuring that key messages and safety procedures are included in every experience.
• Communicate our incredible story and inspire people to love our brands.
• Give an exceptional welcome, help guests to understand our tour options and to select the one most appropriate for their interest level.
• Handle general enquiries and clearly explain the tour process (timing, access rules, etc).
• Engage with visitors in our shop to ensure recommendations are suitable and sales uphold the 5 licensing objectives.
• Restock, merchandise and clean the shop to the highest standards.
• Prepare and serve food/drinks in our café, following food hygiene and quality training.
• Support recycling, wastage and stock rotation targets.
• Ensure the café displays the highest standards – food displays, clearing tables, potwash, etc.
• Ensure the bar is the heart of the Brand Home, showcasing our wonderful whiskies in tasting flights and cocktails.
• Support the 5 licensing objectives at all times and take chances for continuous knowledge development.
• Assist with the co‑ordination and implementation of events (both internal and external) to reflect our brands and promote them to a wide audience.
• Put the safety of our guests, the team and yourself at the centre of everything you do.
• Understand and comply with near misses, Safety, Quality and Sustainability legislation, support audits and report.

Skills

• Experience delivering excellent Customer Service in a top-quality hospitality environment.
• Recognising that human interactions are key to delivering an excellent experience.
• Experience communicating with people from around the world and with different access requirements.
• Ability to balance different needs so that everyone has an outstanding experience.
• Sales experience with the ability to understand a customer’s needs and confidence to make appropriate recommendations.
• Food hygiene experience understanding the risks of poor practice in the bar or café and how to minimise this.
• Teamworking skills enabling you to recognise where support is needed and proactively step in to make guest’s experience seamless.

Personal Qualities

• Flexible attitude with a determination to deliver a great service and achieve business targets.
• Uncompromising focus on the highest quality standards in line with our status as a Visit Scotland 5 star attraction.
• Organisational skills to plan and lead a tour team through the day.

Leadership Agility

• Belonging: You have a strong capacity to create a culture of ‘Belonging’, where people feel appreciated for who they are, what they do, and who they can become.
• Self‑Awareness: You have high levels of self‑awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on others.
• People Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performance.
• Results Agility: You demonstrate consistent delivery of results in first‑time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others.
• Mental Agility: You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges you’re presented with.
• Change Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experience.