Visitor Services Supervisor - Retail

Organisation: The National Trust for Scotland

Salary: £26,884 - £28,684 pro-rata, per annum

Location: Glenfinnan - Highlands & Islands


Retail operation
• Create eye-catching and enticing retail displays, maintaining high standards of presentation.
• Identify opportunities to increase revenue through upselling, cross-selling and add-on sales.
• Input into range planning and the development of our retail product offer.
• Be responsible for organised ‘back of house’ systems and all aspects of stock management, including deliveries, storage and stock-taking.

Visitor experience
• Offer exemplary customer service and ensure all members of the team do the same.
• Gather visitor feedback to help evaluate and shape our offer.
• Support ambitious property-wide targets for customer satisfaction, membership recruitment and donations to our charity.
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues as they arise and following our emergency procedures.
• Minimise our environmental impact through environmentally sustainable practices – especially energy use and waste disposal.
• Contribute photos, videos and story content for social media and marketing promotion
People management
• Supervise the day-to-day activities of a team of permanent and seasonal Visitor Service Assistants (VSAs)
• Achieve excellence in staff performance with motivation and training, task-setting and coaching our staff on front and back-of-house routines.
• Contribute to the preparation of rotas, allocating staff and volunteer resources to meet business needs.

Finance Management
• Share responsibility for achieving a retail budget of around £750,000 sales per year.
• Monitor commercial performance and adjust activities to capitalise on income-generating opportunities.
• Supervise daily retail till operations and perform end-of-day financial reconciliation.

Application Deadline: Sunday 05/05/2024