Visitor Services Manager - Food and Beverage

Organisation: The National Trust for Scotland

Salary: £35,579 - £39,358 pro-rata, per annum

Location: Aberdeenshire South


You will be responsible for the operational delivery of the Food & Beverage experience at Crathes Castle, Drum Castle, Craigievar Castle and Leith Hall (Aberdeenshire South Cluster).

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.

• Driving the Food & Beverage department 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.
• You will work closely with the sites Visitor Services teams and will be responsible for the visitor experience on a day-to-day basis when they are not present.
• Create a culture of ‘exceptional service, every time’. Delivering high standards of delivery and a consistently warm welcome on every occasion.
• You will ensure high standards of presentation across the properties; you may have delegated tasks within other departments and you will understand and help deliver your overall property business plan.
• Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required
• 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 team work within the property’s ‘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) to ensure that the finances are sustainable within the context of the wider property budgets;

Department specific – visitor services
• Managing visitor-related Food & Beverage areas, along with supporting wide team on site.
• Ensuring that the longevity of the Trust’s buildings and fittings are maximised through appropriate maintenance and/or replacement regimes;
• To ensure that 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.

• NVQ3/BTEC/City & Guilds/HND/Degree or equivalent experience;
• Ability to work ‘hands-on’ – including in the kitchen – alongside the team members, demonstrating the customer service skills required of all staff.
• Experience in a Food & Beverage or Hospitality environment
• Hold a valid and recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License or willingness to train for such;
• Intermediate Food Hygiene Certificate or above;
• Current driving licence

This role is one for which the duties, responsibilities or accountabilities of the role require you to undertake a criminal records check, specifically a Basic Disclosure.

Skills, Experience & Knowledge
• Have direct experience of managing multi-strand visitor/commercial services in a hospitality, heritage or tourist-attraction context;
• Possess excellent communication skills (written and oral)
• Computer literacy with excellent ability on MS software;
• Excellent leadership and influencing skills;
• Excellent understanding of report writing and financial management;
• Well developed time management and organisation skills.

• Current First Aid certification (or willingness to train and use).
• Personal license


• The Visitor Services Manager will be accountable for delivery of Income generation of c. £550k and Expenditure of c.£450k, across 4 sites in Aberdeenshire.

People Management
• The post-holder will directly manage the Food & Beverage Visitor Services Supervisors at Crathes Castle, Drum Castle, Craigievar Castle and Leith Hall.
• The post will also work alongside the senior team on each site.
• The post-holder will support delivery of cluster led Operations Manager initiatives.
• The post-holder will work frequently with the following centralised departments: Buildings; Finance & IT Support; People Services and National Food & Beverage team.

Finance Management

• The Operations Manager is the overall budget-holder, but the post-holder has devolved responsibility and accountability for the following budget activities: Food & Beverage Income.
• Is responsible for managing staffing costs across the sites, as per delegated budgets.
• Is responsible for stock management across the sites, as per delegated budgets.

Key performance indicators and targets

• To monitor the work of the team and carry out appraisals ensuring that information is filed appropriately, with development plans that are actively used;

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.

Application Deadline: Sunday 09/07/2023