Full Time

Brand Homes Duty Manager (Edinburgh Gin) Opportunity!

Our brand new role within Edinburgh Gin – Brand Homes Duty Manager, will report to our Distillery Experience Manager (Edinburgh Gin). The role holder will be part of the sites management team and be responsible for leading the established team of Distillery Ambassadors, in the delivery of tours, tastings, events, trade visits and all visit related activity to a high standard. It truly is an exciting time for our Brand Home and this could be an excellent opportunity for someone who has true passion and is dedicated to providing an exceptional visitor experience in a warm and friendly environment.

It’s hugely exciting times for all of us here at Ian Macleod Distillers and we are therefore looking for kindred spirits to join us as we embark on this journey!

In order to be considered for this opportunity, we are looking for candidates who have previous experience in a similar role to ours and can clearly demonstrate they have exceptional customer service and people management skills, ideally within a visitor attraction and/or hospitality environment. Previous experience within the whisky and spirits industry would be beneficial but not essential.

We are looking for someone with a charismatic, warm and engaging personality, who is able to lead a successful team of individuals, establishing a warm and friendly culture. An effective communicator who can build strong relationships, and work together with the team to deliver a seamless service which will excite and delight our customers. We are looking for candidates who have an eye for detail and a drive for ongoing improvement!

We operate annualised hours, therefore previous experience of managing these operationally would be advantageous.

Candidates must also have a true and authentic passion for our Edinburgh Gin brand and be able to help translate brand values and ethos throughout all aspects of the operational world.

This is a rewarding role with a competitive salary and excellent staff benefits. If this role appears to be ‘right up your street’, then we’d love to hear from you…

Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out!

Do you have a passion for delivering five-star hospitality and events, in one of the most breathtaking buildings in Scotland?

Fyvie Castle has a rich history of providing outstanding hospitality and we are looking for an experienced and talented Functions and Events manager to join the team and continue this tradition.

This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the future and what we do every day as a business: Bringing people together and giving them the greatest visitor experience.

Set within extensive grounds, this imposing 800-year-old fortress, with Raeburn portraits on the walls and wildfowl in the loch is one of the most impressive Castles in the country and is a fabulous place to soak up the atmosphere of old Scotland.

Spread over various floor, Fyvie Castle boasts a range of private dining and entertainment space, as well as one of the most impressive interiors that oozes history and character, making it idea for weddings and corporate events and functions.

PURPOSE OF THE ROLE

To further develop and drive hospitality in its corporate and commercial capacity whilst maintaining and enhancing access to all.

The Functions & Events role at Fyvie Castle is pivotal to ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for opening arrangements, functions and events, is the “face” of the Trust to visitors and corporate/private-hire clients.

As such, they directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

The successful candidate will be expected to work long and unsociable hours on occasion to achieve tough financial objectives. They will be outgoing, assertive and approachable with a flair for innovative ideas and deliver exceptional levels of customer services at all times.

KEY RESPONSIBILITIES:

• Planning and operational delivery:
o In conjunction with the Annual Operating Plan and the Operations team, create and deliver a strategy to achieve specific financial and reputational objectives.
o Continue to expand and develop the ongoing yearly event plan
o Maintain and record all communications pertaining to all functions and events.
o Co-ordinating with all departments to ensure an efficient delivery of customer services during functions and events
o Execute the functions and events in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
• People management:
o Liaise with new and existing stakeholders and initiate partnerships to increase awareness of our heritage.
o Build relationships of trust for all clients from inception to delivery to provide exceptional customer service.
o Line management of the Functions & Events Assistant
o Support the operational team with the recruitment; induction; development; and management of the castle’s seasonal staff 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.
o Supervise services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensures the safety of staff, volunteers, visitors and others.
o Deputise as Duty Manager
• Direct management of the heritage:
o Ensure that access arrangements to the Castle (in particular) are coordinated with the Collections Care Assistant, and are consistent with the Trust’s policies and procedures for collections conservation and management, and buildings repair and maintenance on the advice of its specialists (e.g. Conservators, Curators, Building Surveyors).
o Ensure each and every event promotes the Trust’s Strategic Themes
• Business Management & Administration:
o Create and support others’ financial/commercial initiatives that ensure the property’s drive for sustainability.
o Ensure that the administration activities for visitor services at the property is carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety and finances; and general correspondence/record-keeping etc. N.B. This will include cash-handling and banking activities.
• Health, Safety & Environmental (HS&E) Management:
o Demonstrate responsibility and accountability for H&S relating to visitor services and castle activities , embedding the Trust’s “Safe System of Work” and through active management of procedures (Risk Assessment, CoSHH, HACCP, RIDDOR, reporting), people (staff, volunteers, visitors), tools/equipment, and the site itself.
o Demonstrate responsibility and accountability that visitor services and castle working practices are in line with the Trust’s “Environmental Policy” and mindful of the Trust’s obligations to minimise the impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.

Split key responsibilities:

Duty Management Hospitality and Events Management
• Develop and promote – in conjunction with the Operations team initiatives that enhance the day-visitors’ experience and demonstrate an appropriate “return on investment” to contribute to the property’s financial sustainability;
• Undertake direct and indirect interaction with day-visitors; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care;
• Ensure that arrangements for the property’s opening are carried out consistently with published information, and that ad hoc access to the property is arranged for educational/other tour groups, and maintenance/repair/conservation activities.
• Support with the ongoing management of the holiday apartment, including liaising with customers, housekeeping and contractors.
• Shared responsibility for weekly banking reconciliation, cash handling and statistic reporting. • Develop and promote – in conjunction with the Operations Manager and the Visitor Services Supervisor – corporate/private-hire business, and a program of special events that demonstrate a “return on investment” to contribute to the property’s financial sustainability;
• Undertake direct and indirect interaction with corporate/private-hire clients, and those attending events; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care;
• Ensure that efficient arrangements are made for the property for events, and corporate/private-hire;
• Coordinate, supervise, and personally participate in the staffing of corporate/private-hire functions and events, and with the advice and support of specialist/advisory staff and volunteers.
• To act as Duty Manager on a shared basis, which will involve weekend and evening work.

SCOPE OF THE ROLE

Financial Management :

• The post holder will be required to business case all activities and to deliver the functions and events within the pre-agreed budget.
• Income Functions & Events c. £90k
• No budget holding responsibility, however, the post holder will be required to use Trust financial systems for the purposes of expenses and the raising purchase orders.

People Management
• Welcoming and provision of facilities for c.105,000 visitors per season at Fyvie Castle.
• Working closely with specialist Trust staff (especially: commercial, conservation, marketing, health & safety, human resources) based at local and central support bases to ensure Trust policies and standards are implemented.
• Line management of Functions & Events Assistant.

SKILLS, KNOWLEDGE & EXPERIENCE

The above outlines the key skills the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential:
• Significant previous experience of working in a visitor/heritage attraction – ideally including supervision of staff and/or responsibility for specific activities
• Demonstrable experience in the hospitality sector
• Event Management experience demonstrating organisational and coordination skills
• Significant sales experience with the ability to negotiate effectively
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions
• Excellent team-worker with the ability to work constructively between different teams, and lead/motivate others
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands
• Excellent interpersonal and communication skills combined with confidence in dealing with a wide range of internal and external customers
• Hard working with a keenness to work flexible hours including evenings and weekends
• The ability to think and act quickly when confronted with emergencies
• Competent user of Microsoft Office products

Desirable:
• A formal qualification in Hospitality or Event Management
• Demonstrable experience of delivering high quality service within a performance indicator environment.

The Key Responsibilities, Scope of Job, and required 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.

JOB PURPOSE

A Ranger plays a crucial role in ensuring that the conservation ambitions of the Trust go hand in hand with welcoming the local community and visitors from across the globe to this well-loved place.

The ranger post is responsible for encouraging enthusiasm for the outdoors and passion for the countryside with the walkers, campers and sightseers who come to explore the iconic 6,464-hectare estate during the busy summer season.

The role will work in the stunning Torridon landscape, on walking routes, in parking areas, at popular spots for camping/campervans, around Torridon village and the Countryside Visitor Centre (currently closed). The role requires the ranger to act as an ambassador for the National Trust for Scotland, building awareness and support for the charity leaving those you meet with a desire to respect, protect, and enjoy the special natural environment and an understanding of how they can help to contribute their support to the property.

There will be a requirement for lone-working and with other staff and volunteers, on a variety of practical conservation tasks to help achieve the high presentation and habitat management standards expected of a National Nature Reserve, Site of Special Scientific Interest, National Scenic Area and Geological Conservation Area.

The ranger will contribute to the long-term sustainability of Torridon’s ranger service through income generation at pay-for events, memberships and donations inspired by Trust’s work, growing capacity through volunteers and cost-effective use of resources.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Nature Conservation
 Be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and ecological enhancement of Torridon.
 Carry out regular site monitoring checks and record keeping, helping to evaluate performance and plan conservation activities, including habitat and species surveys, archaeology and footpath condition checks, and people counter figures.
 Get involved with practical conservation tasks, including woodland management, footpath maintenance and fence repairs, litter clearance and property patrols.
 Seek to minimise environmental impact through sustainable working practices and sensitive use of power, equipment, transport, and other resources.

Visitor Services
 Participate in a program of estate patrols at busy times and locations, including weekends and evenings, to engage with tourists, outdoor activity enthusiasts and campers, championing a “leave no trace” culture and providing practical advice based on the Scottish Outdoor Access Code.
 Welcome visitors in a friendly, efficient and knowledgeable manner, answering queries and providing information about the property, facilities and the local area.
 Contribute to the development and delivery of products that bring alive our stories, including on-site displays, self-guided trails, signage, guided walks, talks or other hands-on activities.

Learning
• Work with partners, for example: local schools, colleges, community groups, etc., to develop learning opportunities consistent with the objectives of the Trust at the property.
• Work with educational institutions to support and undertake research that will assist in the planning and management of the property.

Community Engagement
• Communicate with local stakeholders, neighbouring landowners, local businesses, local/regional agencies, and others to increase understanding and awareness of their and our aims and develop collaborative working relationships/partnerships to help deliver our priorities.

Marketing & Communications
• Play a central role in the marketing of the Trust and the property using a combination of methods, media and platforms including leaflets, face-to-face communication, social media, website, etc. to promote our work and encourage engagement and participation by residents and visitors.

Maintenance & Compliance
• Maintain and manage habitats, wildlife, and countryside estate infrastructure on a day-to-day basis (for example: footpaths, gates, signs, vegetation) to achieve ecological, visitor services and safety outcomes.
• Assist with the operation of the Trust’s Compliance regime at the estate, including annual tree inspections, and footpath and access infrastructure inspections.
• Maintain the 3 holiday cottages and act as a point of contact for them.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key functions of the post. In addition, either knowledge of, or experience in the following is required:

Qualifications

Essential
 HND level qualifications, or equivalent experience, in one or more of the following areas: heritage or cultural studies; nature conservation, ecology, environmental studies or countryside management; rural land management; visitor services.
 Driving Licence, valid for driving within the UK.

Desirable
 Current First Aid certification.
 PA1/PA6 Certification.
 Mountain leader award.
 Brush cutter certification.

Skills & Experience

Essential
 Practical land management and maintenance of rural estates infrastructure experience.
 Experience of ecological survey and monitoring methods.
 Competent hill walker.
 Working within a small team and lone working.
 Proven track record of delivering exceptional visitor experience within a countryside context.

Desirable
 Working knowledge of Scottish habitats and species.
 Experience of leading groups of volunteers and visitors in an outdoor activity/learning environment.

DIMENSIONS AND SCOPE OF JOB

The Torridon Ranger role is positioned within the Highlands & Islands region and assists the Torridon Head Ranger with management of the Estate as well as representing the NTS in the local area.

Scale
 Primarily, the role is part of the team responsible for the day-to-day management of the 6,464 hectare Torridon Estate.
 Working with the head ranger to maintain footpath and associated infrastructure.
 Production and delivery of the summer events programme.
 Assisting with the survey & monitoring programme and Plan for Nature priorities.

People Management
 No responsibility for line management of staff.
 Responsibility for volunteers and contractors working within the property portfolio as required under the guidance of the Head Ranger.
 Liaison with other property colleagues, contractors, and the local community and some interaction with other technical/specialist advisory colleagues based in other locations and departments.

Finance Management
 Not a budget holder but will be expected to take responsibility for effective management of Trust resources in allocated areas.

Tools / equipment / systems
 Will be a frequent user of machinery, tools and equipment subject to appropriate training as required.

Physical Environment
• Responsibility for implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health & safety of self, staff, volunteers and visitors.
• Responsibility for working in a manner mindful of the Trust’s obligations to minimize impact on the environment through, for example, efficient use of water/heat/light, recycling, and the disposal of waste, and considered use of transport.

Key performance indicators and targets
The following key performance indicators and targets may be subject to change as the objectives and targets for the property evolve, but are relevant at the time of printing:
 Maintenance and conservation of the key features of the Torridon Estate.
 Increased engagement with visitors.

The Purpose, Context, Key Responsibilities, and Person Specification 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.

JOB PURPOSE

We are looking for someone with some experience of countryside management to join our close-knit team, assisting with practical countryside tasks, property management and visitor liaison. This is a fantastic opportunity for anyone looking to gain skills, knowledge, and experience to help you further you career as a countryside ranger.
You will work on your own and with other staff and volunteers, on a variety of practical conservation tasks to help us achieve the high presentation and habitat management standards expected of a National Nature Reserve.
You will contribute to the long-term sustainability of the St Abb’s ranger service through income generated at pay-for events, memberships and donations inspired by our work, growing our capacity through volunteers and cost-effective use of resources.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

 Be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and ecological enhancement of St Abb’s Head NNR.
 Carry out regular site monitoring checks and record keeping, helping us to evaluate performance and plan our conservation activities, including habitat and species surveys, foot path condition checks, weather gauge observations and people counter figures.
 Complete practical conservation tasks, including habitat management (gorse removal), woodland management, path maintenance and fence repairs, litter clearance and property patrols.
 Seek to minimize our environmental impact through sustainable working practices and sensitive use of power, equipment, transport, and other resources.
 Ecological monitoring to include sea bird counts, other surveys and set mapping and a range of other biological recording
 Lead Seal events throughout November and December, showing visitors colonies through telescopes and binoculars, sharing stories of the Grey Seals ecology and life cycles.

 Welcome customers out on the reserve in a friendly, efficient, and knowledgeable manner, answering queries and providing information about the property, facilities, and the local area.
 Contribute to the development and delivery of products that bring alive our stories, including on-site displays, self-guided trails, signage, guided walks, talks or other hands-on activities.
 Support a strong health & safety culture, complying with the property’s ‘Safe System of Work’, risk management and emergency procedures, to safeguard yourself, colleagues, and the public.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 Degree in relevant natural science subject, or equivalent practical experience
 Driving Licence, valid for driving within the UK

Desirable
 Current First Aid certification (or willingness to train and use).

Experience

Essential
• Experience of engaging the public in nature tourism or working in a busy countryside setting.
• Strong knowledge of natural history and conservation, including coastal flora & fauna of Scotland.
• Confident communication and influencing skills with colleagues, volunteers, and the public.
• Comfortable with working near cliffs.
• Experience of working in a team and working with volunteers.
• Self-motivated with the ability to work alone or work with minimal supervision.
• Flexible and adaptive to change and working in a variety of situations.
• IT literate and competent user of Microsoft Office products.

Desirable
• Brush cutter training.
• Experience in practical conservation work.
• Experience of using a 4WD vehicle.
• Experience of developing and delivering events or learning activities.
• Experience in leading groups of volunteers.

DIMENSIONS AND SCOPE OF JOB

Scale
 The St Abb’s Head property is one of the most heavily designated natural and cultural heritage sites in the UK, including a National Nature Reserve, two Sites of Special Scientific Interest, two Special Areas of Conservation, a Special Protection Area, two Geological Conservation Review sites, and three Scheduled Monuments. The property is internationally important for breeding seabirds and species rich grasslands and breeding grey seals as well as being home to a wide range of other wildlife. This along with the stunning coastal landscape means it is a regionally important tourist attraction which attracts over 50,000 visitors annually.

People Management
 Supporting the Ranger (Borders) and working with seasonal (April to October) Rangers and Visitor Service Assistants,
 Participate in a programme of patrols at busy times and locations, including weekends and evenings, to engage with tourists, outdoor activity enthusiasts and campers, championing a “leave no trace” culture and providing practical advice based on the Scottish Outdoor Access Code.
 Supervise x6 volunteer roles to help grow our team’s capacity and assist with the leadership of group volunteering activities as required.
 Build positive relationships with our neighbours and local community, including other land managers, schools, community groups and recreational users.

Finance Management
• Not a budget holder but expected to liaise with the Line Manager prior to incurring any expenses and be mindful of cost-effective use of Trust funds and resources.
• Seek and support ways to generate sustainable sources of income, including encouraging donations, enrolling new members, booking events, payment of parking charges, visits to other properties and awareness of our fundraising campaigns.

Tools / equipment / systems
 Use of hand tools such as shears, loppers, saws etc.
 Also occasional use of motorized tools such as strimmer/brush cutter with appropriate training.
 Use of office computer for email enquiries/responses, create posters, social media posts and data input.
 Use of office telephone for visitor and stakeholder communication.

Example key performance indicators and targets

• Recruit members for the National Trust for Scotland – targets will be set at the start of the season.
• Positive engagement with visitors measured by feedback from visitor surveys.
• Visitors leave feeling they have received a warm and informative welcome and inspired about the work carried out on this important site.
• We understand the wildlife in our care in the most comprehensive way possible. New innovative ideas and input into recording are welcomed.
• Wildlife is given the protection it needs to thrive and people are informed about key conservation issues locally and in a wider context.
• Engage with as many people as possible while working out on site. This is recorded to help us understand and better our outreach.

Extract of org chart showing role:

The Purpose, Context, Key Responsibilities, and Person Specification 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.

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.