Brand Home Lead Guide
Location: Lagavulin Visitor Centre
Full time, 12 months fixed-term contract
Closing Date: 19th July 2027
This role will require weekend and evening work, with opening and closing responsibilities.
About The Team
This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process.
You will be responsible for:
SAFETY & COMPLIANCE
Ensure compliance in accordance to Diageo’s global standards and policies, including daily operational compliance
Key holder (including responsible for the opening and closing of the BH), personal license holder and premise manager as required
Coordinate contractor works within in the Brand Home
OPERATIONS & OPERATIONAL COMPLIANCE
Support RBHM with of all operational activities relating to bars, experiences and retail
Responsible for stock control and cash management
Subject matter experts on all systems relating to BH operations
Support RBHM for all F&B requirements incl responsibility for implementing F&B strategy & requirements
Responsible managing BH mailbox and entry of all bookings to systems/diaries
Answers all incoming calls and processes requirements
Co-ordinate training
BRAND HOME DEVELOPMENT
CUSTOMER SERVICE
Ensuring excellent customer service standards are adhered to at all times, escalation point for resolving customer issues as required
Host VIP experiences and coordinate events, working with 3rd party providers and organisations
Hosting tours and tastings as required
LEADING THE TEAM:
Daily supervision of the Brand Home guides and agency staff
Scheduling, monitoring and recording of hours for Brand Homes staff & agency
To be successful in this role:
Experience in leading a team and supervising daily operations in a fast paced environment
Possess a friendly, helpful, confident, and engaging personality
Fully embrace customer service standards and be guided by a customer-first mindset
Be driven, resilient, open-minded and a team player
Working with Us
Join us and you can also expect a highly competitive and flexible rewards and benefits package including:
Contemporary work life balance policies and wellbeing activities
Contributory pension scheme
Competitive annual bonus (dependent on performance)
Generous holiday allowance
Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.
We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.
Feel inspired? Then we may have the opportunity for you.
