Full Time

JOB PURPOSE
To provide operational coordination and supervision of catering, retail, visitor services, and events at in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service. With delegated responsibility for catering, retail, events and duty management this job is very often the “face” of the Trust to visitors and suppliers, directly influencing public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
 Visitor services, events, catering and retail offer (including ordering, merchandising, sales targets).
 Line management of Visitor Services Assistants and volunteers.
 Supervising staff in the café.
 Upholding food and hygiene standards and preparation of food.
 Duty management and oversight/maintenance of the property.
 Ensure the property social media is managed to generate interest, engagement and help drive visitors.
 Deliver the schools programme to meet the targets for number of visits, revenue generated.
 Support the informal learning and community engagement / outreach activity, e.g. public events.
 Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups).
 Security of the Property.
 Health & Safety procedures, emergency procedures, and environmental procedures.
 Deputising for the Visitor Services Manager on-site and off-site as required.

Responsible for day to day financial administration at the property, including:
 Ensuring the completion of Cash/till reconciliation.
 Week-end reports and reconciliation.
 Completion of the banking and all cash handling processes.

Supporting the Visitor Services Manager with:
 Recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
 No formal educational qualification required (but see “Experience” below).
 A full, clean driving license for driving in the UK.

Desirable
 Food & Hygiene Qualification.
 Current First Aid certification (or willingness to train and use).
 A formal qualification in Catering, Hospitality, Tourism or Event Management.
 A recognised SQA Licensing Qualification e.g. Scottish Personal Licence Holders Certificate and Personal License.

Skills, Experience & Knowledge
Essential
 Significant previous experience of working in an operations role in the visitor/heritage attraction industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service skills.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Experience of volunteer management.

DIMENSIONS AND SCOPE OF JOB

Finance Management
 Share responsibility for achieving the income budget together with the Visitor Services Manager.
 Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective operation.
 Supervise daily till operations and perform end-of-day income reconciliation.
 Assist the Visitor Services Manager with menu costing and stock-taking.

Tools / equipment / systems
 Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
 EPOS tills and chip and pin machines.
 Fully equipped commercial catering kitchens.
 Use of internal finance and banking systems.

Performance indicators and targets
 Weekly, monthly and annual sales and cost of sales targets.
 Food compliance standards and record-keeping.
 Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Thank you for your interest in the post of Monument Manager with Historic Environment Scotland based in St Andrews.

This is a full time, permanent and pensionable appointment working on average 37 hours over the year (April-Sept 39hrs 30mins and Oct-March 34hrs 30mins) on a 5 day out of 7 flexible rota.

You will be responsible for leading the team in delivering the highest standards of visitor experience within the Central East district at St Andrews Castle & Cathedral working across all areas, including in the shop, admissions area and external areas.

The role sits within the Central East district comprising of thirty-five monuments, eight of which are staffed including St Andrews Castle and Cathedral. You will be leading a team of stewards working across the sites and working with a wider team of three Monument Managers and one Roving Manager.

We are looking for someone who enjoys interacting with diverse groups of people, who has a passion for customer service and who would thrive in a fast paced and constantly changing workplace.

For further information about this role please refer to the job description.

Eden Scott is delighted to be working with Inveraray Castle, a successful visitor attraction, the home of the Duke & Duchess of Argyll and family, as well as the seat of the Clan Campbell. Inveraray Castle is 60 miles from Glasgow and 45 miles from Oban and sits on the edge of Loch Fyne and the small town of Inveraray.

An exciting opportunity has arisen to join the team in a Senior Management position as Castle Manager, the role is full-time and based at Inveraray.

This role will oversee the smooth operation of all visitor attraction related activities at one of Scotland’s most visited tourist attractions ensuring the smooth day to day operation of Inveraray Castle, providing excellent customer service and experience for visitors from first entry to departure and managing the team in all departments within the Castle including:

The visitor attraction – including guides, ticketing, tills, access, parking.
Gardens
Tearoom
Shop
IT, website & social media
Events
In the visitor season when the Castle is open to visitors, a core responsibility is managing the Castle staff daily to ensure all parties are working efficiently to a plan. Providing the highest quality visitor experience is essential from the various strands of the business including the museum and gardens, the tearoom, shop and events.

You will be responsible for seeking ways to grow and improve the business – growing relationships with tour operators (including cruise ships) and tourism bodies across the domestic and international markets plus aiming for top ratings in the various awards including Visit Scotland, Green Energy, TripAdvisor and others. You will monitor trends, competitors, industry best practice and ensure Inveraray Castle is at the forefront.

You will be involved with events ranging from providing the castle as a facility for larger events wholly organised by professional companies to organising all aspects of smaller events such as smaller weddings, car rallies and private dining.

Out of the visitor season when the Castle is closed to visitors, the castle is busy with various works including growing the tourist business, tests and training, scheduling maintenance and you will be at the heart of coordinating this. You will coordinate a training and mentoring programme for staff; recruit for the seasonal and permanent visitor facing staff; ensure compliance with licencing laws; ensure compliance with health & safety including fire and emergency procedures, plus other statutory regulations.

You will be responsible for managing a budget and this will be in conjunction with the Estate Factor. This will include exploring diversity of incomes and activities in the castle.

We are seeking a candidate with the following:

Experience in managing a team in a similar tourism environment.
Excellent people and communication skills. Friendly with a genuine desire to help and please others. You will have the ability to plan, think clearly and make decisions. You will act professionally and have a calm rational approach to hectic situations. A ‘can do’ mentality combined with people skills, energy and patience are as essential as are management, organisation, IT and financial skills.
You will have and will maintain your knowledge of the appropriate professional standards and practices required for this post.
A full clean driving license and your own suitable transport are both requirements.
This role offers an excellent competitive salary commensurate with your experience, qualifications, abilities and suitability to the post, accommodation on the Estate is available for the successful post holder and if required their family.

Eden Scott is dealing exclusively with Inveraray Castle on this vacancy so to be considered for this exciting opportunity with a truly unique employer, please submit your CV online or to sally.rae@edenscott.com or for an informal chat or to receive the full role information pack and job description please email or call Sally at sally.rae@edenscott.com 07776 662506.

No closing date for applications has been set.