Full Time

JOB PURPOSE
To provide operational coordination and supervision of retail, learning, 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, and, with delegated responsibility for catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences 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 Palace and gardens to ensure an excellent customer/visitor experience. This includes supervision of:
 Visitor services, catering, events and retail offer (including ordering, merchandising, sales targets).
 Line management of Visitor Services Assistants and volunteers.
 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.
 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 / Operations 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 & supervisors 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.

Skills, Experience & Knowledge
Essential
 Significant previous experience of working in an operations role in the retail/visitor/heritage attraction industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Strong personal belief in the value of excellent customer care with the ability to translate this into actions;
 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.
 First Aid certificate or willingness to get one.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Living the values of the National Trust for Scotland and encourage colleagues to do the same:
o The ability and willingness to understand others’ perspectives and to consider the impact of your actions on them and to adapt your actions as necessary.
o The ability and willingness to learn and try new things, to be flexible and step outside of your comfort zone.
o An open and honest way of communicating, ready to ask others for their ideas and to be open to hear and consider different points of view.
o A pro-active approach to taking initiative and to driving forward ideas and projects designed to improve daily operations and deliver an exceptional visitor experience.

Desirable
• A formal qualification in Heritage Management, Hospitality, Tourism or Event Management.
• Experience of volunteer management.
• Access to own transport.

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 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.

Who We Are
2021 Distiller of the Year Whyte and Mackay is home to a collection of multi-award-winning Single Malt Whiskies including The Dalmore, Jura, Fettercairn and Tamnavulin. With a premium spirits portfolio that includes contemporary whisky brands Shackleton, Woodsman and John Barr, alongside popular alcohol brands Wildcat, Fundador and Harveys Bristol Cream and Aperitivo. In the UK, we produce Whyte & Mackay, an award-winning ever-popular Blended Whisky, and recently launched the market-leading ‘Whyte & Mackay Light’ – a lighter spirit drink from Scotland, bottled at a lower ABV.

In 2020 we were publicly recognised by the First Minister of Scotland for our support of the national pandemic response. We are official partners to SAMH – Scottish Association for Mental Health, which saw our employees worldwide complete a virtual-race-around-the-world in 2020 to raise awareness for the charity.
Founded in Glasgow 1844, we recently celebrated our 175 year anniversary. Today, we have offices from New York to Singapore. In Scotland, we operate a state-of-the-art Bottling Hall and Distribution Centre in Grangemouth and a Whisky Production and Warehousing Centre in Invergordon.

The Opportunity
We have a fantastic opportunity for a Brand Home Guide to join our Brand Home team based at Fettercairn Distillery on a permanent basis reporting to the Brand Home Manager. Working hours are 35 hours per week but a fully flexible approach to your work pattern is required including work in the evenings and weekends.
What You’ll Be Doing – You will be responsible for conducting regular tours at the Distillery and assisting at the Brand Home shop to provide excellent customer service and sales to our target audience. You will provide an experience where all guests will leave Fettercairn Distillery feeling exceptional.

We’re looking for someone who….is Is enthusiastic and self-motivated with exceptional organisational and communication skills. Previous experience of working with the public would be beneficial as would a love of whisky! You will have the ability to communicate knowledge and entertain visitors but delivering an authentic tour experience. Your strong communication skills and flexible approach to work will be key to your success!

Why Join the Whyte and Mackay Community
When you join our community you’ll receive a competitive salary and benefits including:
• a company performance bonus
• You’ll enjoy 35 days holiday
• You can join our pension scheme with a minimum 5% employee contribution, we’ll contribute 10% to your pension and employee contributions can be made through salary sacrifice. As a pension scheme member you’ll also have group life cover.
• You’ll have membership to a healthcare cash plan including optical and dental, currently provided by Simply Health
• A great product allowance so that you can enjoy and share our fantastic portfolio of brands with family and friends. You’ll also have access to discounted staff sales.
• We have a great employee discounts platform including a Cycle 2 Work scheme, and much more.
• Our employee’s wellbeing and mental health is paramount to us, you’ll have access to a range of mental health support including our Mental Health First Aiders and our Employee Assistance Programme which offers practical, impartial support on everyday matters covering emotional, physical, social, financial and legal support
• We’re also committed to supporting local communities and charitable organisations. Each month employees can submit a nomination for a cash donation of up to £500 or product donation to support a charity or community initiative they are associated with.

In addition to working with fantastic brands, receiving a competitive reward package and having the opportunity to collaborate with a range of people across the globe, we offer all colleagues the chance to grow their skills and knowledge to deliver excellence in their roles as well as build and develop their career with us.

Development is a key element of our people strategy ‘Growing Together’ which is based upon our belief that all colleagues have the ability to learn and grow and that enabling them to do so supports our business to grow too.

We consider individual commitment, character and contribution in order to determine and create appropriate platforms for growth for our colleagues.

We encourage honest, connected career development conversations, exploring options such as cross functional moves, secondments, and critical stepping stone opportunities relative to individual career aspirations and business needs.

Next Steps
If you think you have what we’re looking for and more, we look forward to receiving your CV by 12pm on Friday 28th April. If we receive an exceptionally high number of applications we may bring the closing date forward so would encourage you to apply as soon as possible.

Please note this is a Direct Search led by Whyte and Mackay. Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.