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Visitor Services Supervisor

Organisation: The National Trust for Scotland

Salary: £25,603 - £27,318 pro-rata, per annum

Location: Priorwood Garden

To provide operational coordination and supervision of Priorwood and Harmony garden visitor services, events, tenant relationships and holiday lets in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for events and duty management they are very often the “face” of the Trust to visitors and suppliers. As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.
You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the sites and a joined-up service provision.
 Supervising/undertaking the day-to-day operation of the visitor services and guest services function. This includes:
o Working with the garden team to develop produce sales and an events programme.
o Housekeeping and security of the Property.
o Health and safety procedures, emergency procedures, and environmental procedures.
o Looking after the holiday let bookings and guests.
 Typically working Tuesday to Saturday and 9am to 5pm (most holiday let arrivals are on Fridays and Saturdays), however flexibility around days to fit the business needs are required.
 Required to be on call for any Holiday Let emergency situations.
 Create a culture of ‘exceptional service, every time. Delivering high standards of performance and a consistently warm welcome to all users of the properties.
 Responsible for day-to-day financial administration at the property, including cash/till reconciliation, completion of the banking processes, and support reporting of working hours for payroll.
 Collation of visitor numbers.
 Supporting the Operations Manager with the recruitment; induction; development; and management of volunteers such that they understand and are equipped to fulfil their roles to the standards required and that they feel valued, respected and supported.
 Instil a Health & Safety culture across the property, ensuring the teamwork to reduce risk of incidents and accidents to volunteers, employees and visitors. This includes developing and maintaining risk assessments.
 Take responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required.
 Keep on top of holiday let and residential property compliance and maintenance.
 Responsible for local community engagement, growing relationships and co-ordinating mutually beneficial events.
 Actively recruiting members and promoting relevant fundraising campaigns.
 Work with Trust specialists to promote the properties to Travel Trade operators and host visits.
 Supporting the Operations Manager in driving the visitor services experience at the 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.
 Develop local level stakeholder and client relationships including the Borders Book Festival Trust and local tenants.
 Ensure that lifelong learning is developed and promoted at the Properties through the visitor experience.
 Develop and promote the property through local, regional and national marketing initiatives and through social media.
 Attendance at regional and national meetings when required (held in various locations across the country).

Application Deadline: Sunday 04/02/2024