Visitor Services Supervisor - Welcome

Organisation: The National Trust for Scotland

Salary: £24,252 pro-rata, per annum

Location: Culloden

As a front-line member of the Culloden team your job is give an amazing welcome and tell the story of this iconic site. You will be responsible for delivering our commercial offer which includes membership, general admission, donations, some retail products and travel trade. You will be part of our Visit Scotland 5-star team acting as an ambassador for the site and the National Trust for Scotland.

• Undertaking Duty Management as part of a rota including banking processes
• Cash reconciliation including end of day reports and till management
• Leading the team in reaching its membership targets for the year
• Deputising for the Welcome Manager in their absence as required
• Delivering a high level of customer service and inspiring team members to adhere to high customer service standards
• Supporting the Welcome Manager in reporting data and analysing figures/trends
• Undertaking the induction/ongoing training of staff on all front-of-house procedures, customer care and membership.
• Leading within the team and taking a proactive approach to problems
• Supporting the Welcome Manager with managing Travel Trade bookings to the site and coordinating their visits alongside the Engagement Team
• Working closely with other managers across the Property to deliver functions and events throughout the year
• Sharing the history of the site and the principles of the NTS with visitors both onsite and via online resources, including social media
• Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.


People Management
• Not a line manager; but will have a supervisory and leadership role within the retail team.
• Will work closely with other property colleagues, and will also have regular contact with specialist advisory colleagues based in other locations and departments (e.g. Central Travel Trade Team).
• Will have regular (daily) interaction with members of the public of all ages and abilities

Finance Management
• Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in the allocated areas
• Share Till Reconciliation Duties with other senior staff, as appointed by Welcome Manager.

Application Deadline: Friday 06/05/2022