Visitor Welcome Team Member
Board Of Trustees Of The Royal Botanic Garden Edinburgh
Garden
Full-time
Listed 1 week ago
Visitor Welcome Team Member Job Description Key Responsibilities • Opening and closing of the Garden including all reception points, buildings, and Garden security. • Provide a welcoming and inclusive approach for all visitor facing activities whilst delivering customer service excellence to maintain 5-star Quality Assurance. • Ensure the health and safety of visitors/customers within the Garden, following all procedures and contributing to all reviews of processes. • Liaise with internal and external partners to facilitate daily operations. • Respond to visitor/customer enquiries effectively and provide information involving other departments and knowledge bases. • Provide effective patrolling of the Garden to protect the Living Collection and ensure that visitors adhere to the Garden’s regulations. • Respond to and provide support for all incidents and emergencies in line with procedures. • Support and promote RBGE Events and Exhibitions including ticket sales for Christmas at the Botanics. • Optimise visitor spend by actively promoting all products, including maps, guidebooks, and daily tours. • Actively promote and encourage visitor giving through donations, memberships, and Gift Aid. • Comply with all cash handling and banking procedures. • Carry out general administration tasks including record keeping. Specific Responsibilities • Ability to work across a range of reception sales points and assist in supporting the smooth running of events and activities within the Garden. • Along with the rest of the VWT maintain and improve service levels to a 5-star standard and be confident that this is consistently maintained. Respond and engage with the Mystery Visit programme. • To actively contribute to achieving the budget and departmental targets for 2024/2025. • To process all bookings for Group and Private guided tours of the Garden. People & Organisational Development – October 2025 Person Specification Essential Skills • Proactive and take responsibility for own workload, prioritising to meet conflicting demands • Have a ‘can do’ attitude • Excellent interpersonal skills and can communicate effectively with people at all levels • Excellent customer services skills • Ability to work flexibly across a range of areas • Ability to use initiative and work to tight deadlines • Previous visitor or customer service experience • Computer literate – use of Microsoft Word, Outlook, Excel, databases • Previous experience of following health and safety procedures • Previous cash handling and till operation experience • Ability to follow established work procedures Desirable Skills • Previous experience of answering enquiries in person, via email and over the phone. • Delivering 5-star customer service • First Aid Certificate • SVQ 2 or above equivalent in Customer Care People & Organisational Development – October 2025