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Bacardi

Careers at Bacardi

Tour Guide (Aberfeldy)

Job Name

Tour Guide (Aberfeldy)

Country:

United Kingdom

City:

Aberfeldy

Function:

Commercial

Job type:

Part time

About the role

To welcome visitors to the home of Dewar’s Scotch and ensure a 5* experience at all times. This is a varied role providing our guests with a seamless tour, bar, café or retail experience, conveying the quality of our product as well as the heritage and values of our brand. 

Tour Guides are an integral part of the team and they must provide a consistent high quality level of customer care and business support. The highest standards in both presentation and service will be expected at all times. The role also extends to VIP guests and special events.
 
Well integrated with the distillery team, all guides will be focused on promoting brand advocacy and achieving performance targets relating to the guest experience and commercial aims. Behind the public’s experience, Tourism Assistants support the business aims of the visitor experience and the wider company by observing EHS, sustainability, quality, stock control and other procedures to ensure that Dewar’s Aberfeldy Distillery is a responsible and successful part of Bacardi.

Key accountabilities and responsibilities

Operations
  • Ensuring a prompt and efficient experience for all visitors, providing first class service at all times and to ensure the Visitor Centre reflects its 5* grading and Green Tourism award.
  • Handling any complaints and providing feedback to the management team in line with the customer service policy.
  • Observe all policies and procedures for corporate governance, social responsibility, sustainability and licensing legislation.
  • Ensure all visitors are able to enjoy their experience safely, in line with policies and procedures. Ensure that all areas are kept clean, tidy and free of hazards. Follow the Emergency Evacuation Procedure to ensure the safe evacuation of visitors during an incident.
  • Communicate effectively with the duty person to ensure that break times are taken with minimum impact on the visitor experience.
  • Undertake accurate and responsible cash handling practices.
  • Assist with the co-ordination and implementation of events (both internal and external) to ensure a quality offering. Assisting the brand team as needed.
  • Provide details of rota availability in a timely manner.
Admissions
  • Welcoming guests on arrival in a warm and friendly manner. Helping them to choose a tour appropriate to their needs, following upselling training and targets.
  • Understanding the different offers and discounts to ensure that sales are processed accurately.
  • Giving excellent verbal communication of the tour process, time required and the access rules (footwear policy, access for children). Handling any general enquiries from the public.
  • Answer the phone politely, communicating the appropriate information, taking details to call back when needed.
Tours and Hosting
  • Conduct distillery tours with visitors following the tour document to ensure that EHS and key facts are covered in an engaging and informative manner. Adapt the tour to ensure it is suitable for the group.
  • Act as a local ambassador, communicating the quality and authenticity of the brand and its intrinsic values through all interactions both internally and externally
Catering
  • Serving and preparing food/drink. Following training so that catering is a consistently high quality.
  • Adhering to all guidelines on food hygiene, wastage, stock rotation, recycling and scheduled checks.
  • Inform Catering Officer of ordering needs to ensure supply meets demand and minimal wastage occurs. Placing orders in their absence.
  • Ensure that the café displays the highest standards of cleanliness – clearing tables, potwash etc
Bar
  • Follow licensing training to ensure that all bar sales/dramming uphold the 5 licensing objectives.
  • Engage with visitors to ensure that bar recommendations are suitable and encourage upsales/cross-sales.
  • Follow standard operating procedures for stock control and to minimize wastage.
  • Take chances for continuous improvement regarding bar operation, cocktail skills and product knowledge.
Retail
  • Follow licensing training to ensure that all retail sales uphold the 5 licensing objectives.
  • Restock, merchandise and clean the shop to the highest standards.
  • Engage with visitors to ensure that shop recommendations are suitable and encourage upsales/adsales where appropriate.
  • Ensure that stock movements are done in accordance with the standard operating procedures.

Other
  • Any other reasonable duty occurring in the day to day running of the brand home.

Measures of success

  • Delivery of commercial targets
  • Delivery of excellence in customer service and brand advocacy
  • Maintain compliance with EHS, Sustainability and Licensing requirements
THE REWARDS
For this role, you will receive the following: 
A competitive base salary, annual bonus in line with our Annual Incentive Plan and competitive local market benefits.

Critical experiences for success

FUNCTIONAL EXCELLENCE
  • Effective communication skills both verbal and written.
  • Proactive and self-motivated, demonstrating initiative whilst recognising the need for appropriate consultation.
  • Good interpersonal and customer care skills.
  • Good health and safety awareness.
  • Positive and enthusiastic about working with the public.
  • Show attention to detail and a desire to deliver high standards
WORK EXPERIENCE REQUIREMENTS
  • Experience of working in a busy, customer facing environment.
  • A sound understanding of customer service principles and experience of diverse audiences.
  • Experience of cash handling and EPOS systems.
  • Experience of complying with food hygiene and/or licensing law.
EDUCATIONAL REQUIREMENTS
  • A good basic education to standard grade level or equivalent
  • Language Skills beneficial
  • Level of proficiency in English: Competent written and oral communications to manage the operations and support the brand
  • Language: English –F- Fluent

Our ways of working

Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire. We’re caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly. We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure. We’re passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work: we commit energy, heart and soul. We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we’re most proud of: our True Heart and Winning Spirit – both in our home markets and across the world.