Seasonal Visitor Services Advisor

We are recruiting for seasonal positions for KirkwalliCentre with varying start and end dates across April - October. Contracted hours will range from 14 - 35 dependent on the position. The starting salary is £22,759 pro-rata and based on 35 hours per week.

Please note there is a lot of weekend working involved with these seasonal roles.

WHAT DOES THE TEAM DO?

Our Visitor Services Advisors (VSAs) deliver inspiration and information to Scotland's visitors through various channels to support tourism growth. Our iCentres are in key gateway locations across Scotland and support tourism businesses regionally and nationally, providing them with a platform to connect with visitors. The iCentres offer a wide range of products, goods and services to meet the needs of our visitors and support local businesses through ticket and retail sales.

Our VSAs are knowledgeable and passionate about their role and provide tailored expert advice, connecting our visitors with tourism businesses and activities, helping to create a truly memorable experience. By encouraging visitors to stay longer and see more in each location, our team helps support the local economy and plays a key role in delivering responsible tourism messaging.

WHAT YOU ARE RESPONSIBLE FOR?

The Seasonal Visitor Services Advisor (SVSA) has no line management responsibility but will play a lead role in connecting visitors with tours, attractions, products and a link to local businesses and communities, helping to enhance the visitors' experience.

You will support the operations of the iCentre, working as part of a team under the direction of the Assistant iCentre Manager, delivering a high standard of quality service in line with VisitScotland’s standards and adhering to all VisitScotland’s policies and procedures.

BACKGROUND TO THE ROLE

Our iCentre network works closely with industry, promoting local, regional and national visitor attractions and services, encouraging our visitors to stay longer and experience more in each destination. This benefits Scotland by growing its tourism industry and supports economic growth.

The range of services provided through the iCentres support local business and can add value to the visitor experience. The SVSA, working alongside the core VSA team, will deliver each service face-to-face and digitally to meet and exceed the customer expectations.

WHAT IS THE JOB?

1. Delivering a world-class level of customer service to all customers, both external & internal, to encourage positive feedback & advocacy for VisitScotland. Sharing tailored and inspiring information in every interaction - face to face or through other mediums.

2. Promote Scotland as a holiday/day trip destination to all visitors, encouraging them to do more in the area during their visit by informing them of a wide range of things to see and do.

3. Using various digital platforms and devices, help visitors with the information that they require and to signpost them to services and products in line with their needs.

4. Promote responsible tourism messaging to Scotland's visitors while ensuring that all seasonal VS campaign activity is highlighted in interactions.

5. Ensure that the internal and external presentation of the iCentre is of the highest standard, following corporate brand values, health and safety requirements, disability access and security policies to ensure a welcoming customer environment with a great first impression.

6. Ensure that retail stock is effectively merchandised in line with brand guidelines while accurately monitoring stock levels, replenishing where necessary, and ensuring all retail stock is secure within the iCentre.

7. Responsible for operating the EPOS system to facilitate tickets and retail sales - ensuring relevant policies and procedures are followed when handling all related cash and credit card transactions.

8. Involvement in day-to-day banking processes of all iCentre-related revenue and reconciliation of sales in line with financial policies and procedures.

9. Manage the presentation of free literature and other promotional material of relevant tourism businesses whilst also ensuring that paid marketing opportunities purchased by businesses are effectively delivered.

10. Appropriately direct any business enquiries and advertising opportunities via the iCentre to the correct department within the organisation.

11. Be aware of and contribute to reducing our carbon footprint across all areas of the operation to promote and support Green Tourism, ensuring that we keep Gold Award status.

12. All staff will be required to work as one team and provide support and coaching to colleagues where necessary.

For full details please view the full job description here.

WHAT YOU MUST HAVE

• Customer service experience

• A good knowledge of Scotland

• Strong numeracy skills

• Excellent communication and interpersonal skills

• IT proficiency.

WHAT WE'D LIKE YOU TO HAVE

• Foreign language skill

• Cash handling experience

• Sales/retail experience would be an advantage

• VisitScotland actively promotes the Gaelic language, and an interest in the language or possession of Gaelic Language skills would be considered a desirable attribute in any prospective employee.