JOB PURPOSE
You will be responsible for the operational delivery of the visitor experience at The Hill House and Geilston Garden. Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable. You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the site and a joined-up service provision.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Staff and volunteers – (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to;
• To be responsible for instilling, monitoring and reporting a Health & Safety culture across the properties, ensuring the team work within the Trust’s policies and procedures to reduce the risk of incidents and accidents to volunteers, employees and visitors.
• Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager) to ensure the finances are sustainable within the context of the wider property budgets.
• Create a culture of ‘exceptional service, every time’. Delivering high standards of delivery and a consistently warm welcome within the heritage experience as well as the retail and catering departments.
• Driving the visitor services experience at the Hill House and Geilston to achieve its financial targets, maximising income and profitability, using the Trust’s procedures and instructions. You will strive to be efficient and ensure cost effectiveness in all the work you do.
• To develop and deliver an engaging, financial sustainable and diverse events programme across both sites.
• To deliver a high-quality holiday let experience at Geilston Garden. To ensure the booking, stay and turnover of guests is delivered and maintained to the highest standard.
• Responsible for the sourcing, onboarding and management of contractors on site whilst adhering to the Trust’s policies and procedures.
• Ensure high standards of presentation across the property, working with other departments to ensure the delivery of the property business plan.
• To assist the Regional Conservator and Curator to maintain and deliver the highest standards of conservation care to the properties interiors and collections by managing and monitoring the collections care team and ensuring all relevant policies and procedures are adhered to.
• Taking responsibility for the security of the buildings, emergency procedure implementation and the opening and closing of the sites.
• Duty Management responsibilities and providing relief cover as required
• This role is one for which the duties, responsibilities and accountabilities require you to become a member of the Protection of Vulnerable Groups (PVG) scheme, administered by Disclosure Scotland, as this role involves regulated work with children.
Department specific – visitor services
• Managing visitor-related buildings and facilities (e.g. retail and admissions building, catering area, holiday accommodation).
• Ensuring the longevity of the Trust’s buildings and fittings are maximised through appropriate maintenance and/or replacement regimes;
• To ensure the property meets statutory and company requirements of Health and Safety, Food Safety and Environmental legislations and procedures including Waste Disposal and Allergens
• Adhering to the sale of alcohol legislation, being a Premises Manager.