Visitor Services Supervisor - Welcome & Engagement

Organisation: The National Trust for Scotland

Salary: £28,000 pro-rata, per annum

Location: Glenfinnan - Highlands & Islands


Visitor experience

• Offer a positive first impression and excellent customer service to our visitors, tour groups and local community, and, ensure all members of the Welcome team do the same.
• Organise the opening of Glenfinnan Monument, enabling visitors to safely climb to the top of the tower.
• Improve the ways we share Glenfinnan’s stories through our exhibits, daily programming and events.
• Support property-wide targets for completion of visitor surveys to understand more about our visitors.
• Provide content for social media, website and other publications to encourage people to visit, especially during quieter periods, and ensure our visitors are well-prepared with accurate pre-visit information.

Staff leadership

• Supervise the activities of a team of Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective recruitment, induction, training, task-setting and coaching on front and back-of-house routines.
• Prepare effective team rotas and holiday allocation to meet business needs.
• As a member of our duty manager team, responsible for ensuring a safe and smooth visitor operation, addressing issues, and opening/closing up the visitor centre.

Performance indicators and targets

• Share responsibility for monitoring weekly, monthly and annual sales performance and achieving targets for membership recruitment and admissions income.
• Evaluate reviews and ratings from visitor surveys and visitor feedback to improve visitor enjoyment.
• As a member of our duty management team, supervise daily till operations and perform end-of-day cashing up and income reconciliation.
• Work within budget for staffing, equipment and other expenditure needs.
• Ensure we remain compliant with our health and safety procedures and record-keeping.
• Seek to improve staff satisfaction as detailed through staff surveys.

Tools / equipment / systems

• Laptop, Microsoft 365 and online management systems for finance, people management, training
• Car park machines and people counters.
• EPOS tills and chip and pin machines.

Application Deadline: Sunday 02/06/2024