Visitor Centre Operations Manager

Organisation: Kelburn Castle and Country Park

Salary: 28k – 35k (commensurate with experience)

Location: Kelburn Estate, Fairlie, Largs, KA29 0BE

Kelburn Estate requires an experienced Operations Manager to join our team on a full-time basis. The ideal candidate is an effective leader with previous tourism management experience. The role is a senior management position, and involves direct management of the Visitor Experience, Retail, Glamping and Office Operations.

Kelburn is a well-known and beautiful estate located near Largs, around a 45 min drive from Glasgow. This role represents an excellent opportunity to join a fun and fantastic team and to be a part of the development of an established business, which is world famous for its Castle Graffiti Project, incredible events, and creative atmosphere. As we are a year-round visitor attraction, weekend and evening working is required.

Location: Kelburn Estate, Fairlie, Largs, KA29 0BE

Salary: 28k – 35k (commensurate with experience)

Accommodation: 2 bed house on the estate could be made available within 3 months of starting if required.

Terms: Full Time Permanent with Seasonal Hours

Reporting to:
General Manager, Owner/Director

Management of:
FOH Staff and Ranger team, Glamping and Accommodations staff, Visitor Centre Supervisor, Office Staff, Retail Manager, Seasonal and Volunteer staff

Internal relationships:
Estate Manager, Head Estate Ranger, Marketing Manager, Stables Manager, Castle Manager, Functions Coordinator, Financial Controller.

Application Deadline: Friday 16th February 2024 at 5pm

Interviews: Week commencing 26th February 2024

Key Responsibilities:
• To work in collaboration with the Estate Manager, Estate Ranger, Maintenance team and General Manager at Kelburn to ensure good management of all aspects of the Visitor Experience and Tourism Offering and its maintenance.

• Direct responsibility for the day-to-day operation of Kelburn’s Visitor Operation and staff, all visitor attractions, Shop, Office, and Glamping and Camping facility. This includes all daily routines such as litter, loos, parking, etc.

• Working with the General Manager and Owners of Kelburn in developing plans and policies for the improvement and growth of the business. Working to financial targets, and key performance indicators and implementing strategies to deliver these goals.

• Oversight and management of the office and Information Centre and its systems to ensure smooth and effective administrative operations. This includes the creation and management of staff rotas, timesheet management, booking systems, diary management, and cash management.

• Working with the Financial Controller to ensure all required financial reporting and procedures are implemented within your team.

• Working with the Visitor Centre Supervisor in leading a team of Front of House and Event Rangers in devising and delivering activities throughout the year, including the creation, management and delivery of all school visits and educational programmes.

• Working with external Event Managers and companies to collaborate in the delivery of Kelburn’s major events throughout the year, such as Kelburn’s Easter Adventures, Halloween, and The Kelburn Garden Party.

• Ensuring effective and efficient staff communication, the setting up of regular meetings to discuss job duties and the monitoring of staff performance.

• Responsible for staff recruitment where required, training, and disciplinary procedures within your team.

• Collectively responsible, along with the other senior managers, for the general wellbeing and morale of the Kelburn team.

• Ensuring the delivery of excellent customer service and standards in all activities relating to the visitor experience across the departments for which you are responsible.

• Assisting the Marketing Manager in the delivery of marketing strategies and other marketing activities of the business, including updating the website and social media channels as required.

• Assisting with Grant Funding applications and submitting reports when necessary.

• Supporting other departments at Kelburn when required, including the Castle, Weddings, and Functions Team

• To be fully responsible for the Health and Safety of your department both in relation to your team and the general public in connection to your activities. In conjunction with the Estate team, ensure all public areas of Kelburn Estate, including public attractions and play areas are accessible, safe and attractive to the public.

• Coordinate the daily safety checks and monitoring of the play areas and ensure all relevant safety procedures are carried out to the standards of best practice.

Essential Skills and Qualifications:
• Confident working alone when required, but an effective team leader with the ability to promote joint team working and team building.

• Proactive and resourceful with a desire to improve systems and procedures and enhance all aspects of the public experience at Kelburn.

• An ability to be hands on when required, be that doing a yurt changeover, parking cars, or cleaning the loos etc.

• Self- motivated and results orientated with excellent organizational skills and the ability to work to and implement processes.

• Ability to motivate, inspire and empower staff.

• Experience working in the tourism/leisure industry.

• Ability to delegate responsibilities effectively.

• Ability to deliver high quality and consistent service / products.

• Demonstrable experience of managing and coordinating staff and volunteers.

• Competent IT skills, particularly in the use of Microsoft Word and Excel.

• Excellent communication skills, both verbal and written.

Desired Skills and Experience:
• Business development and strategy experience

• Previous experience dealing with funding bodies.

• Budget management and financial control experience

• Previous HR experience

• Educated to degree level or equivalent.

• Qualifications gained within rural estate and land management.

Other Requirements:
• Current Driving License

• Able to work evenings, weekends, and public holidays as required.

To Apply:
Please send your CV and a covering letter detailing your suitability for the role to David Kelburn – – by 5pm on Friday the 16th February, 2024.

Application Deadline: Friday 16/02/2024