JOB DESCRIPTION

Job Title: Visitor Experience Assistant
Salary: depending on age/experience
Hours: 15 per week Friday to Sunday
Status: Temporary
Reporting to: Visitor Coordinator and Events Coordinator
Responsible for: Delivery of visitor services
Location: Thirlestane Castle, Lauder

VISITOR EXPERIENCE ASSISTANT

During weekends that the castle is open for castle tours, visitors enjoy a guided tour of the castle provided by a team and dedicated volunteer guides and helpers. As Visitor Services Assistant you will be responsible for supporting guided tours, providing refreshments to visitors, working in the gift shop, directing visitors and liaising with volunteers and castle staff.

JOB PURPOSE

• To provide customer support to all visitors, including signposting and information on the visitor experience.
• To support volunteers by aiding guided tours.
• To support the volunteers by providing hospitality, i.e. teas and coffees to visitors after their guided tours. This will include setting out crockery and biscuits, making tea / coffee, serving visitors and clearing the tearoom after use.
• To work within the gift shop, including sales and stock control / monitoring, using EPOS and taking cash and electronic payments.
• To support the Events Manager in delivering events throughout the season
• To provide other support as delegated by the Visitor Coordinator.

SCOPE AND ACCOUNTABILITY

The Visitor Experience Assistant reports directly to the Visitor Coordinator whilst working in day visitor services but also reports to the Events Coordinator and within a range of colleagues when working during events and weddings.

KEY RESPONSIBILITIES

• Provide a welcome and actively engage with visitors to the castle.
• Proactively sell admission tickets.
• To support the provision of hospitality to visitors both during and after guided tours which includes providing tea and coffee and other refreshments.
• Develop own knowledge of Thirlestane Castle (house and collections, grounds) in order to provide an informed visitor experience.
• Remain well informed of the activities of the Castle (events, activities, engagement and fundraising or other support opportunities) and promote these to visitors and guests
• Assist in set up and preparation for weddings and events which will include moving furniture and setting venue locations as required.
• Welcome guests to wedding and events.
• Assist in hosting of wedding events including soirees, drinks receptions and brunches. Some evening availability reuqired.