JOB PURPOSE
This is an exciting supervisory role within the team that manages Drum Castle, Garden & Estate. Engaging visitor experiences and excellent customer services are core to any visit to Drum Castle and as Scotland’s largest conservation membership charity, every penny we make supports our work, protecting the nation’s natural and cultural heritage. For this role, the main focus is to identify and develop commercial opportunities with priority given to retail, admissions and travel trade.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Visitor experience
• Manage the day-to-day operation of the property and environs to ensure excellent customer/visitor experience.
• Develop and promote new products and offers to enhance member and visitor enjoyment, telling the property’s stories and driving visitor numbers.
• Manage the Travel Trade offer.
• Create a culture of ‘exceptional service, every time’, leading by example with a warm welcome.
• Act as one of the property’s duty management team, responsible for ensuring a safe and smooth visitor operation, addressing issues, and opening/closing the buildings.
• Help achieve targets for the completion of visitor surveys to understand more about our visitors.
Retail & Admissions
• Build a strong understanding of the customer base to support the central team in developing the product offer.
• Work with the team to ensure retail sales targets are met.
• Support the team to ensure Membership sales are on target.
• Lead on merchandising and stock management.
• Understand and adhere to the sale of alcohol legislation.
Property Management
• Work closely with the Visitor Services Manager to ensure Health & Safety procedures, emergency procedures, and environmental procedures are adhered to.
Finance performance
• Work closely with the Visitor Services Manager to help achieve annual budgets and cost control.
• Responsible for day-to-day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of banking processes, and trackers.
• Supervise safe and secure till operations, perform end-of-day income reconciliation as a duty manager and conduct end of month and year financial procedures.
People management
• Support the Visitor Services Manager to ensure visitor experience, retail, collection care and housekeeping rotas and holiday allocation meet business needs and staff budgets.
• Complete payroll tasks for the Visitor Services Assistants.
• Support volunteer recruitment and management.
• Enable the team to operate safely to minimise risk of incidents or accidents and oversee emergency procedures.
• Collaborate with teams across the site including functions, events, gardens and catering to achieve the wider objectives of the property.
• Work closely with specialist advisory colleagues within the North East Regional team and National teams.