2026 Steward Job Description

Job Title:	Steward
Hours of Work:	Steward Shifts from 4.30pm to 11.00pmCustomer Service from 3pm to 9pm
Contract Type:	Fixed-Term from 26th September 2026 to 8th November 2026
Location of Work:	Pitlochry Town CentreFaskally WoodsBlair Athol Distillery
Hourly Rate:	£12.60 per hour (This rate of pay will apply irrespective of age.)The Enchanted Forest Community Trust is committed to being an Accredited Member of Living Wage Scotland and our payment structure reflects ourvalues and pledge to this.
Responsible To:	Event Manager/Team Leader/Transport Manager

About the Enchanted Forest

The Enchanted Forest is a spectacular immersive art experience like no other.

Perfect for the whole family to enjoy and an outstanding evening out, it takes place in the beautiful Faskally Wood, near Pitlochry, Highland Perthshire.

Delighting visitors for over two decades, more than 800,000 visitors have flocked to Scotland’s favourite sound and light show in that time, making it an annual Autumnal mecca for families across the country.

The event has swept the board at a number of prestigious award ceremonies over its 20+ year history including Best Cultural Event at the VisitScotland Regional Awards in 2018, Best Outdoor Festival at the Scottish Outdoor & Leisure Awards 2017, Best Cultural Event at the UK Event Awards 2016, Scottish Rural Award for Tourism & Hospitality in 2016, Scottish Thistle Award for Best event in 2015, the Event Management Grand Prix, and Best Cultural Event at the Scottish Event Awards.

Visitors meet in Pitlochry where they are transferred by bus to the Enchanted Forest. During their bus transfer, visitors listen to recorded information, setting the scene for the enchantment that awaits them.

Upon arrival, visitors are met by our arrivals team who will safely escort them to the entrance of the forest where they are free to follow the paths around Loch Dunmore to view the Enchanted Forest at their leisure.

When our visitors are ready to leave, they are transferred by bus back to Pitlochry.

Role

This is an exciting opportunity to join our events team. As a Steward you will play a key role in ensuring the smooth and effective delivery of the event with the highest standard of customer care as well as ensuring the safety and welfare of our visitors and your team members.

This is a customer facing role and you must have a passion for providing outstanding customer service and have excellent interpersonal, communication and problem-solving skills to allow you to deal effectively with customer enquiries and ticketing queries.

You will be allocated a team to work with and will be required to work on a rota basis which covers several different areas within your team. All necessary training will be provided.

If successful for this role you will be allocated a team based on your experience and the requirements of the show.

Key Responsibilities and Duties

Forrest Steward Team

Faskally Forest

Reporting to Event Managers and Steward Team leader.

Attend a nightly team briefing for all Stewards to ensure all team members are aware of any specific information or customer requirements.

Meet & greet all our visitors with enthusiasm and in a positive manner.

Offer an excellent level of customer service.

Engaging with our visitors, answering questions and queries, and offering additional information to ensure they have an outstanding experience.

• You will be required to manage your designated site area diligently and in line with all venue safety procedures.

Report any identified hazardous situation(s), defective equipment or any health and safety concerns or issues relating to areas that you see as unsafe or that may involve risk of serious injury to visitors or team members to a Team Leaders/Event or Transport Manager as a matter of priority and without delay.

Remain focused, diligent and motivated throughout the night ensuring that you are motivated and working together as a team and delivering excellent safety, customer service.

Reporting of any incidents, accidents, risks or hazards must be recorded appropriately, and the correct action taken in line with customer complaints procedure and/or Health and Safety guidelines, procedures and regulations.

• Deal with all customer enquiries, issues or complaints in a polite and calm manner.

Departures & Customer Services Team

Pitlochry Town Centre

Reporting to Transport Managers.

Role 1 - Departures

Attend a nightly team briefing to ensure all team members are aware of any specific information or customer requirements.

Set up queuing system.

Ensure all signage is correctly place around departures area.

Meet & greet all our visitors with enthusiasm and in a positive manner.

Assist with queue management.

• Scan all visitor tickets prior to departure.

Assist visitors onto Coaches if required.

• Assist visitors to disembark from Coaches when they return from the Forest

Role 2 - Customer Services

Attend a nightly team briefing for all Customer Service Team to ensure all team members are aware of any specific information or customer requirements.

Ensuring the efficient operation of the pre-paid ticket collection point, inclusive of issuing tickets to customers that have opted to collect on the day or have lost or damaged tickets.

Issuing ticket exchanges (subject to availability) to customers who may have arrived to attend the event on the wrong day.

• Assisting customers with queries regarding specific access requirements.

• Processing and maintaining appropriate paperwork relating to customer queries and complaints.

• Working closely with the Departures team to ensure all visitors meet the correct ticketing requirements.

• Downloading daily show data in a timely manner onto hand-held consoles for the Departure and Arrival team.

Processing payments, recording transactions, and following banking procedures

• Process and log all lost property

• Assisting the Departures team

• Lock and secure all scanners and equipment at the end of every shift.

• Provide tea and coffee to the team and cover breaks where relevant.

Traffic Team

Forest Arrival and Departure points

Reporting to Event Manager and Transport team leader.

Attend a nightly team briefing for all Transport Steward Team to ensure all team members are aware of any specific information or customer requirements.

• You will oversee traffic management to ensure the smooth and effective flow of vehicles and visitors at the departures and arrivals venues.

Liaise with Coach Drivers to ensure that the coaches are operating efficiently, identify any concerns or issues and bring them to the attention of the Team Leader/Transport Manager immediately.

Where required assist in resolution and rectify efficiently and effectively.

Assist customers with disembarking and unloading from coaches where required ensuring excellent customer service standards are always maintained.

• Scan all visitor tickets who arrive with a booked car parking space.

Position the “Sleeping Police man”

• Assist in reducing waiting times for visitors at both arrivals and departures.

• Guide visitor to Forest from the drop off point.

Responsible for traffic to and from the Bone yard.

Person Specification

	Essential	Desirable
Excellent communication and interpersonal skils with people of all ages.	√
Passion for providing great customer service	√
Ability to remain calm, rational and objective.	√
A flexible, reliable, honest and pro-active approach.	√
Knowledge of the importance of good customer service.	√
A positive and professional attitude.	$\checkmark$
Good knowledge of the local area.	$\overline { { \checkmark } }$
Ability to deal with difficult customers/situations.	$\overline { { \checkmark } }$
Commitment to adhere to Health and Safety rules and procedures	$\checkmark$
Previous Stewarding Experience.		✓
Cash Handling		$\overline { { \checkmark } }$

Additional Information

You must be available to attend both training nights which will be held on the evenings of:

• Saturday $2 6 ^ { \mathrm { t h } }$ September 2026 (Local hotel)

Monday $5 ^ { \mathrm { t h } }$ September 2026 (Forest)

Tuesday $6 ^ { \mathrm { { t h } } }$ October 2026 (Forest)

Additional Dates

Prior to the official public opening of the show on Thursday 8th October, we will be showcasing the event through a preview night which will be held on Wednesday $7 ^ { \mathrm { t h } }$ October 2026.

Enchanted Forest Community Trust

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Steward

Steward