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We are seeking an experienced, skilled and energetic manager to join our team at Crathes Castle, Gardens & Estate, our flagship property in the North East.
Crathes Castle welcomes a six-figure number of visitors from around the world each year. You will be responsible for delivering the overall operational and visitor experience at Crathes, meeting performance standards and targets, achieving the highest levels of visitor satisfaction, and maximising key commercial, financial and development objectives to ensure the property remains sustainable.
Your vision and energy will strengthen our existing offer, bringing fresh ideas to showcase the site to wider audiences, creating memorable visitor experiences, encouraging repeat visitation, and promoting the values of the National Trust for Scotland. You will lead a team dedicated to ensuring that Crathes Castle, Gardens & Estate is recognised as the first-class visitor attraction in the region.
As part of the wider property management team, you will help deliver the visitor services strategy and broader property vision, while promoting strong communication across all property departments, the region, and the wider National Trust for Scotland.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Recruit, induct, develop, motivate and manage staff and volunteers, ensuring they are equipped to carry out their duties to Trust standards and within agreed staffing budgets.
Line manage Visitor Services Supervisors and oversee Visitor Services Assistants.
Link all operational areas across the estate and ensure excellent communication between departments.
Embed a strong health and safety culture across the property, maintain compliance records, and ensure the team follows property risk assessments to reduce incidents affecting volunteers, employees and visitors.
Work with the Operations Manager, Regional Director, Business Manager and Finance Manager to set, phase, monitor and report on budgets, making proactive and reactive adjustments as required.
Support with the delivery of an annual events and functions strategy and actively promote venue hire opportunities.
Create a culture of “exceptional service, every time”, maintaining high standards of delivery and overall estate quality standards, and ensuring every visitor receives a warm welcome.
Spearhead the drive to achieving 5* visitor attraction rating.
Lead the visitor services experience to meet financial targets, maximise income and profitability, and ensure efficient, cost-effective working in line with Trust procedures and instructions.
Deliver the National Trust for Scotland’s core aims of conservation, access and memorable visitor experiences for all guests.
Take responsibility for opening, closing and securing buildings, implementing emergency procedures, duty management and providing relief cover when required.
Act as the property’s designated responsible person for safeguarding children and vulnerable adults, including completing the required criminal record check.
Act as keyholder and point of contact for out of hours emergencies.
Work with the buildings and wider management teams to maximise the lifespan of Trust buildings and fittings through appropriate maintenance and replacement programmes.
Ensure the property complies with statutory and organisational requirements for health and safety, food safety, environmental management, alcohol sales, waste disposal and allergens.
