Jobs

PURPOSE OF THE ROLE
The Visitor Service Manager is responsible for the operational delivery of the visitor experience in retail, admissions (tours and exhibition) and membership. 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, making the property fully sustainable. The role is a key member of a broader management team responsible for delivering an overall visitor service strategy, promoting effective communication across the site and a joined-up service provision. The Visitor Services Manager reports to the Operations Manager at Mackintosh at the Willow.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Overall responsibility for the management and delivery of the day-to-day retail and visitor centre operation at MAW.
• Leading, managing and motivating a team of staff and volunteers; recruitment, induction, development, and performance management, ensuring they are fully equipped and motivated to carry out their duties to the required Trust standards.
• Scheduling of staff rotas to ensure adequate cover for retail, any out of hour requirements and scheduling cover for daily tours.
• Organising a housekeeping schedule for laundry and cleaning tasks to maintain consistent cleanliness throughout the property.
• Driving retail and visitor center at the property to achieve its financial targets, maximising income, and profitability. This role will strive to be efficient and ensure cost effectiveness in all the work you do with particular attention to cost of sales and profit margins.
• Budget –monitoring the department budgets together with the Operations Manager, to ensure that retail and visitor services department finances and staffing budgets are in line with the wider property budgets and to manage, deliver and report on the KPI’s performance.
• Ensuring high standards of presentation and consistency across the property.
• Creating a culture of a ‘warm welcome’ to visitors and ‘exceptional service, every time.
• To be responsible for and instill a Health & Safety environmental culture, ensuring that the team works within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees, and visitors.
• To line manage and support a team of VSSs, VSAs and volunteers to deliver excellent visitor services, maximizing opportunities to increase commercial revenue by promoting the venue locally and on a wider scale in collaboration with the NTS Commercial and Marketing Teams.
• To work proactively with the VSM – Creative Learning & Education to facilitate schools and community groups visits and workshops and in collaboration with other partners provide training and development placements.
• To be responsible for key holder management. To manage the people and processes involved with the security of the building and emergency procedure implementation.
• To undertake training in all departments to ensure you have an understanding of all aspects of the operation.
• To be responsible for the duty management rota to ensure continuous cover as required.
• Taking responsibility to ensure the daily cash reconciliations, vouchers and billing information are recorded according to the Trust’s processes and policies. To ensure that all the staff are fully trained in cash handling according to the Trust’s processes, policies and systems.
• To actively support and promote the National Trust for Scotland as a memberships organization and the benefits of becoming a member to all visitors to achieve memberships KPIs.
• Undertake any other tasks that may be reasonable requested

A significant amount of time spent in the role is non-desk-based, requiring good time management, and the role-holder can expect that a substantial part of the working day will be spent front of house, supporting the operational delivery of the visitor experience.

Will be required to work flexible working patterns and hours including evenings, weekends, and public holidays. As part of the role and as a senior member of the team, there will be an expectation that the post holder would attend work at short notice (if operational needs demand and circumstances allow)

This role is one for which the duties and responsibilities require you to undertake a criminal records check.

Application Deadline: Friday 26/09/2025