Visitor Services Manager

Organisation: The National Trust for Scotland

Salary: £30,239 - £33,279 pro-rata, per annum

Location: Holmwood House


You will be responsible for the operational delivery of the visitor experience across both properties – The Tenement House, and Weaver’s Cottage. 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.

• 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.
• Instil a Health & Safety culture across the property, ensuring the teamwork within the properties’ ‘Safe System of Work’ to reduce 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, General Manager, Business Manager and Finance Manager) to ensure that the finances are sustainable within the context of the wider property budgets;
• Support and deliver local and NTS strategies including, membership/customer & cause initiatives.
• Plan and deliver annual events and functions strategy with support of colleagues across the Glasgow cluster and the Trust
• Promote the properties and activity to the travel trade and tourism sectors and operators.
• Create a culture of ‘exceptional service, every time’. Delivering high standards of performance and a consistently warm welcome to all users of the properties.
• Driving the visitor services experience at the cluster properties to achieve its financial targets, maximising income and profitability, using the Trust’s procedures and instructions. Ensuring efficiency and cost effectiveness in all aspects of work.
• Driving the visitor services experience to achieve 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.
• Ensure the cornerstones of the National Trust for Scotland are achieved at every property namely, conservation, access and memorable visitor experiences for all visitors.
• Supporting the Operations Manager to develop and foster local-level stakeholder and client relationships specific to the properties.
• Ensure that lifelong learning is developed and promoted at the properties through the visitor experiences we offer.
• Develop and promote the property through local, regional and national marketing initiatives and through social media.
• Take responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required.
• The post holder will be designated for the property as the “responsible person” concerning issues around the safeguarding of children and vulnerable adults. For this element of your role, you will be required to undergo a criminal record check.

Application Deadline: Sunday 03/03/2024