Visitor Services Manager - Functions and Events

Organisation: The National Trust for Scotland

Salary: £28,644 - £31,523 pro-rata, per annum

Location: Aberdeenshire South

We are looking for an experienced and talented, customer focused Functions and Events manager to join us in our Northeast Region, covering 4 properties in Aberdeenshire South.

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.

Crathes Castle, Drum Castle, Craigievar Castle and Leith Hall make up the Aberdeenshire South portfolio of properties. Individually unique, they represent spectacular venues for weddings, private parties, corporate entertainment, and a wide range of indoor and outdoor events, all designed to support our charitable purpose.


You will be operationally responsible for hospitality in a corporate and commercial capacity, whilst maintaining and enhancing access and visitation to all sites within Aberdeenshire South through the delivery of a vibrant and profitable events program.

The Visitor Services Manager (F&E) plays a pivotal role in ensuring that management objectives are translated into pragmatic actions by staff, and, with delegated responsibility, is the “face” of the Trust to visitors and corporate/private-hire clients. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the Trust’s local/national reputation.

The successful candidate will be expected to work long and unsociable hours on occasion to achieve tough financial objectives. S/he will be outgoing, assertive and approachable with a flair for innovative ideas.

You will be part of a broader management team, responsible for delivering an overall visitor service strategy, promoting good communication within the property and across the division as well as a joined-up service provision.


• Planning and operational delivery:
o In conjunction with the Annual Operating Plan and the Operations Manager, create and deliver a strategy to achieve specific financial objectives.
o Continue to expand and develop the ongoing event plans.
o Maintain and record all communications pertaining to all functions and events.
o Co-ordinate 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 Support the Operations Manager with the recruitment; induction; development; and management of 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 when required.
• Direct management of the heritage:
o Ensure that access arrangements to the Castles and Houses (in particular) are coordinated with the Collections and Curatorial Services, 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 every event promotes the Trust’s Strategic Themes.
• Business Management & Administration:
o Create and support others’ financial/commercial initiatives that ensure the drive for sustainability.
o Ensure that the administration activities are 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 may include cash-handling and banking activities.
• Hospitality and Events Management
o Develop and promote – in conjunction with the Operations Manager and the Visitor Services Managers/Supervisors – corporate/private-hire business, and a program of special events that demonstrate a “return on investment” to contribute to each property’s financial sustainability.
o 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 drive for excellence in customer care.
o Ensure that efficient arrangements are made for the delivery of events and corporate/private hires.
o 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.
• Health, Safety & Environmental (HS&E) Management:
o Demonstrate responsibility and accountability for H&S relating to visitor services and site 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 sites themselves.

Application Deadline: Friday 20/05/2022