Visitor Services Assistant - Glenfinnan

Online interview

This is an exciting and varied role based at Glenfinnan Monument and Visitor Centre. You’ll help us welcome visitors from across the globe and ensure they have a very enjoyable experience here from the moment they arrive to the moment they leave. Through warm, engaging, informative interactions, you’ll help share stories about this amazing place.

Based in either our busy shop or one of two catering outlets,  or at the historic Monument, you’ll help generate the income that enables our charity to care for this world-renowned historic site.

Fixed term seasonal contracts to the end of October 2025, or shorter durations if preferred. Option to apply for year-round positions in autumn 2025.

Full-time and part-time roles available. Possibility of accommodation (please
highlight if this would be desirable).

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Provide a consistently high standard of customer service
• Welcome customers and offer an exceptional visitor experience at our key touch points, from 
arriving in our car park and coach park, to climbing up the Monument and enjoying our exhibition, 
or making purchases in our café and shop.
• Provide a responsive, friendly and efficient service, tailored to the needs of both individual visitors 
and tour groups. 
• Develop a thorough understanding of the place you work, enabling you to share stories with 
visitors, offer ideas to help them enjoy their visit and answer common questions.
• Follow guidelines to ensure retail or catering displays remain enticing throughout the day and 
help with stock replenishment to ensure product availability.
• Work flexibly and in harmony with your colleagues across departments, supporting each other to 
make best use of team resources, especially at busy times.
• Seek visitor feedback and share your own ideas to develop and improve our offer, service and 
operations. 
• Help gather photos / videos for social media to promote our activities and encourage visits.
• Assist with the set-up, stewarding and break-down of functions and events. 

Generate the income that enables us to look after special places
• Be aware of the team’s targets for generating income and aim to achieve and exceed them.
• Actively upsell our café, shop and membership offer and services with excellent product 
knowledge, tailored to customer preferences.
• Be responsible for accurate and secure till operation and sales processing, supporting the 
reconciliation of end-of-day takings.

Maintain excellent standards of site and personal presentation and safety
• Help with behind-the-scenes tasks to prepare for opening at the start of the day and close-down 
at the end. 
• Take pride in the presentation of our buildings and surrounding landscape, maintaining high 
standards throughout by helping to clean public and staff areas.
• Report all instances of damage, wear and tear or maintenance needs promptly.
• Ensure you are clearly identifiable and appropriately dressed by wearing uniform, name badges, 
and PPE as required. 
• Share responsibility for the health and welfare of property staff, volunteers and visitors by 
adhering to NTS Health, Safety and Environment policies and guidelines

Requirements

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

No formal educational qualification required. Relevant training provided. 

Desirable skills

• Experience in a customer-facing role 
• Excellent “front of house” persona - warm, welcoming, helpful, patient and understanding
• Excellent communication skills, a passion for sharing stories and offering memorable experiences 
• Persuasive selling skills, tailoring conversations to customer needs and product knowledge
• Ability to work within a team or independently to a high and safe standard
• Comfortable with being flexible and adapting working patterns to meet property needs
• Excellent time management skills and the ability to prioritise
• Attention to detail and pride in presentation standards
• Enthusiasm for the aims and objectives of the National Trust for Scotland

What we offer
• The chance to work in one of Scotland’s most iconic locations and directly care for its heritage.
• A supportive team environment with opportunities to develop your customer service and 
storytelling skills.
• Lifts to work and car share available from Fort William and Mallaig directions.
• Contracts with sociable hours, generous holidays and flexibility to suit your availability.
• Please contact glenfinnan@nts.org.uk if you have any questions or would like to arrange a time to 
pop into the visitor centre to find out more about the role.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & 
Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right 
to amend these with appropriate consultation and/or request the post-holder to undertake any 
activities that it believes to be reasonable within the broad scope of the job or his/her general 
abilities.

Closing date 2nd April 2025

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