Visitor Services

JOB PURPOSE
To provide operational coordination and supervision of catering, retail, visitor services, and events at in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Visitor services, catering, (including ordering, merchandising, sales targets).
• Line management of Visitor Services Assistants and volunteers to deliver an exceptional visitor experience for all guests.
• Overseeing and ensuring that the sale of alcohol legislation is adhered to.
• Being visitor/ customer focused by being visible, approachable, and quick to exceed expectations in fulfilling customer needs.
• Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

• Working with the Functions & Events Manager to deliver the catering offer for weddings, hospitality, and corporate events.
• Duty management and oversight/maintenance of the property.
• Deputising for the Visitor Services Manager and providing cover for other Visitor Service Supervisors on-site and off-site as required.

• Visitor services, functions, events, admissions, and retail offer when acting as Duty Manager.
• Contribute to the property social media to generate interest, engagement and help drive visitors.
• Promoting the National Trust for Scotland as a memberships organisation and the benefits of becoming a member to all visitors.
• Security of the Property.
• Health & Safety procedures, emergency procedures, and environmental procedures.
• Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees, and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
• No formal educational qualification required (but see “Experience” below);
• A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
Essential
• Significant previous experience of working in an operations role in the hospitality industry – including experience managing, leading, coordinating and developing a team with varying remits and professional competences.
• Significant previous experience in a customer facing, service environment.
• Excellent interpersonal and communication skills and confidence in dealing with a wide range of staff, visitors, and other stakeholders, with a friendly, confident manner.
• Excellent organisational, administrative, and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
• Proven sales skills with the ability to achieve targets.
• The ability to think and act quickly when confronted with emergencies.
• To hold, or, have the ability and willingness to hold a Scottish Personal Licence Holder’s Certificate and Personal Licence.
• Access to own transport.
• A full clean driving license valid for the UK and access to a vehicle suitable for use on Trust business (with appropriate business insurance).

Desirable
• Food Hygiene Qualification.
• A genuine understanding of, and belief in, the work of the National Trust for Scotland
• Previous event coordination/management experience
• An understanding and experience of food and beverage operations within an historic/heritage environment
• A formal qualification in Hospitality, Tourism or Event Management.
• Strong knowledge of Microsoft Office applications: Access, Excel, PowerPoint, Word.

DIMENSIONS AND SCOPE OF JOB

Scale
• A significant amount of time spent in the role is non-desk-based, requiring good time management, and the role-holder can expect that a substantial part of the working day will be spent front of house, providing operational delivery of the catering offer.
• Will be required to work flexible working patterns and hours including evenings, weekends, and public holidays. As part of the role and as a senior member of the team, there will be an expectation that the post holder would attend work at short notice (if operational needs demand and circumstances allow).

Financial Management
Responsible for day-to-day financial administration at the property, including:
• Ensuring the completion of Cash/till reconciliation.
• Completion of the banking and all cash handling processes week-end reports and reconciliation as and when required.
• Cost control, wastage, and sales targets.
• Management of month end stock takes.

Health & Safety, Food Safety, the Environment

• Ensuring that the operation meets statutory requirements of Health and Safety, Food Safety and Environmental legislations and procedures.
• Ensuring Allergen legislation adhered to, with up-to-date allergen information maintained.
• Recording and reporting all accidents within the location, adhering to location and company procedures
• Establishing and maintaining location cleaning schedules.
• Ensuring that all Trust procedures and work instructions are fully understood and practiced by all employees.
• Promoting and encouraging environmental improvement initiatives as appropriate within the business.

People Management

• Line Management of a team of permanent and seasonal Visitor Service Assistants and volunteers.
• Will work closely with other property colleagues and will have regular interaction with other technical/specialist advisory colleagues based in other locations and departments.
• Will have regular (daily) interaction with members of the public of all ages and abilities.
• Will have frequent interaction with suppliers and contractors.

Tools/ equipment/ systems

• Will regularly use a wide range of ICT equipment including two-way radio, mobile phone, land-line phone, email, scanner, laptop/PC, printer etc.
• Will use catering equipment including coffee machines, dishwashers, and some cooking equipment.

Key performance indicators and targets

• Catering sales targets met or exceeded with margins achieved.
• Cost of sales, and staffing costs kept within budget, with minimal wastage.
• Systems of recording all up to date: including allergens, COSSH, cleaning records, stock take and wastage.
• Visit Scotland 5-star grading maintained, and Visitor feedback survey scores.

Supporting the Visitor Services / Operations Manager with
• Recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

JOB PURPOSE

The North East Ranger Service covers National Trust for Scotland properties throughout Aberdeenshire and Angus. This includes 10 different estates that offer a variety of landscapes, habitats, and wildlife unique to this part of the world. In the North East Region, we attract an average of 500,000 visitors per annum across our 2,400 acres of countryside. The diversity of our properties offers the opportunity to work with iconic wildlife and habitats including the Old Wood of Drum SSSI, Castle Fraser’s community of rare dragonfly and damselfly species, red squirrels, badgers, bats, and woodland and wetland birds.

We are looking for a Seasonal Ranger to be an enthusiastic and effective part of the ranger service, contributing to the smooth operation and conservation management of the North East properties within the Trust’s care. You must have experience of practical countryside management and good communication skills to join our tight-knit team who work in close collaboration with property teams in the region. You will carry out maintenance and repair of countryside infrastructure as well as continue to grow our biological datasets, positively engage with visitors, support education and events, as well as help to support our team with trail and habitat management.

The role is a physical one, requiring walking to worksites with appropriate tools. Work may be alongside other staff and volunteers but there will be a requirement for lone working.

The role will be ambassadorial, building awareness and support for the National Trust for Scotland leaving those you meet with a desire to respect, protect, and enjoy the special natural environment and an understanding of how they can help to contribute their support to work of the National Trust for Scotland.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
 To support with inspections and maintenance of countryside infrastructure (bridges, benches, steps, boardwalks, etc)
 To undertake trail management (strimming, cutting, remedial path work, etc)
 To help with biological recording and data entry
 To demonstrate the Trust’s Health and Safety procedures
 To actively and positively engage with visitors to raise and improve public awareness of key issues, while promoting the Trust
 To support Rangers with preparation and delivery of events and education programme

DIMENSIONS AND SCOPE OF JOB

Public Engagement & People Management
 Engage with visitors.
 Support with delivery of programme of events and education.
 Liaise with other property and other Trust staff and volunteers.
 Supervise volunteers assisting with delivery of practical estate management.
Countryside & Estate Management
 Undertake condition assessments of countryside infrastructure and report issues.
 To carry out basic practical countryside management including visitor infrastructure repairs, strimming, footpath maintenance and fencing as required.
 To carry out practical property management including litter picks.

Natural Heritage Conservation
 Support biological recording and monitoring across estates – target species/habitats include bats, badgers, fen and ponds, and woodlands.
 Supporting with delivery of INNS management

Finance Management
 Not a budget-holder but will be expected to take responsibility for effective management of Trust resources in allocated areas.
Tools/Equipment
 Will be frequent user of tools, machinery, vehicles, and equipment subject to appropriate training.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
The above outline the core skills and experience necessary to fulfil the role. In addition, the following is required:

Qualifications, skills, and experience

Essential
 Qualification, or equivalent experience in a relevant discipline
 Good general knowledge of natural history and conservation
 Hands-on experience of practical estate management
 Excellent interpersonal and communication skills, with an ability to engage positively and productively with visitors, volunteers, and colleagues
 Competent user of Microsoft Office products including Word, Excel, and Outlook
 Flexible approach to working; understand and able to work unsociable hours and weekends
 Ability and willingness to undertake strenuous physical work
 Ability to work in changeable weather
 Ability to work alone as well as part of a team
 A current, valid driving licence.
 This role requires a PVG check (supported by the Trust)

Desirable
 Experience of working with volunteers.
 Experience/certification for use of machinery/vehicles such as strimmer/brush cutter.
 Natural history knowledge local to the North East of Scotland.
 Experience of lone working.
 Current First Aid certification.
 Ability to follow reporting procedures.

We are looking for an experienced and talented customer focused manager to join us at our fantastic property, Fyvie Castle.

This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the Future and what we do every day as a business: Bringing people together and giving them the greatest visitor experience.

JOB PURPOSE

You will be responsible for delivering a memorable experience to all

Delivering performance standards and targets to ensure excellent levels of visitor satisfaction, while maximising key commercial, financial and development objectives, to ensure the property is property fully sustainable.

Your vision and drive will continue to build on our current, from creating fresh visitor numbers, bringing fresh ideas to showcasing our site to a wider audience, to handling initial enquiries and delivering memorable visitor experiences. Ultimately ensuring Fyvie Castle is recognised as a first-class visitor attraction.

You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication within the property and across the division as well as a joined-up service provision.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Staff and volunteers – (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to;
• Responsible for the line management of Visitor Service Supervisors and Visitor Services Assistants, within Fyvie Castle.
• Instil a Health & Safety culture across the property, ensuring the team work within the properties Risk Assessments to reduce risk of incidents and accidents to volunteers, employees and visitors.
• Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager, General Manager, Business Manager and Finance Manager) to ensure that the finances are sustainable within the context of the wider property budgets;
• Plan and deliver annual events and functions strategy with support of NE regional office and Visitor Service Supervisors.
• Create a culture of ‘exceptional service, every time’. Delivering high standards of delivery and a consistently warm welcome within the catering department
• Driving the visitor services experience to achieve financial targets, maximising income, and profitability, using the Trust’s procedures and instructions. You will strive to be efficient and ensure cost effectiveness in all the work you do.
• Ensure the cornerstones of the National Trust for Scotland are achieved at every property namely, conservation, access and memorable visitor experiences for all guests.
• You will ensure high standards of presentation at all times, you may have delegated tasks within other departments and you will understand and help deliver your overall properties business plan.
• Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required;
• The post holder will be designated for the property as the “responsible person” concerning issues around the safeguarding of children and vulnerable adults. For this element of your role, you will be required to undergo a criminal record check.

Department specific

• Managing visitor-related buildings and facilities (e.g. retail and admissions, building, plant sales area, rental accommodation & holiday accommodation).
• Ensuring that the longevity of the Trust’s buildings and fittings are maximised through appropriate maintenance and/or replacement regimes;
• To ensure that the property meets statutory and company requirements of Health and Safety, Food Safety and Environmental legislations and procedures including Waste Disposal and Allergens
• Adhering to the sale of alcohol legislation, being a Premises Manager.
• Deliver an attractive and engaging programme of tailored events which drive footfall to the estate.
• Supporting the Visitor Services Manager (Catering) to ensure catering standards are maintained.

Structure
The structure of the NE region includes three clusters named Aberdeenshire North (Haddo, Fyvie, Pitmedden, Fraser), Aberdeenshire South (Crathes, Drum, Craigievar) and Angus (House of Dun, Barries Birthplace, Barry Mill).
The Visitor Services Manager for Fyvie Castle reports directly to the Operations Manager (Aberdeenshire North).

Additional support is provided through the NE Regional office team which comprises of General Manager, Business Manager, Heritage Services and Garden and Design Landscape Manager.

Central support resource is also provided through Consultancy Services.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• NVQ3/BTEC/City & Guilds/HND/Degree or equivalent experience;
• Management experience within a museum, visitor attraction or hospitality industry.
• Ability to work ‘hands-on’ – including in the retail, events and admissions areas – alongside the team members, demonstrating the customer service skills required of all staff.
• Proven experience of team building within and between departments.
• Has a solution focused approach and is able to act independently.
• Excellent presentation skills.
• Experience in a retail and sales environments
• Hold a valid and recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License.
• Experience of managing social media and delivering promotional activities.

Experience

Essential
 Have direct experience of managing multi-strand visitor/commercial services operation – ideally in a heritage or tourist-attraction context;
 Possess excellent communication skills (written and oral)
 Computer literacy with excellent ability on MS software;
 Excellent leadership and influencing skills;
 Excellent understanding of report writing and financial management;
 Well-developed time management and organisation skills.
 Current driving licence.

Desirable
 Current First Aid certification (or willingness to train and use).
 Significant sales experience and front-line interaction with customers.

DIMENSIONS AND SCOPE OF JOB

Scale
– The Visitor Services Manager will be accountable for delivery of c.105k visitors, Income generation of c. £325k and expenditure management of c. £540k.

People Management
• The post-holder will directly manage both full time, seasonal staff and volunteers within all disciplines within the commercial & visitor services disciplines.
• The post will also work alongside the Head Gardener, who will line manage the garden team and the Visitor Services Manager (Food & Beverage), who will line manage the food & beverage team.
• The post-holder will support delivery of cluster led Operations Manager initiatives.
• The post-holder will work frequently with the following centralised departments: Buildings; Finance & IT Support; Human Resources and regionally with the Development Managers for Retail and Catering.

Finance Management
• The Operations Manager is the overall budget-holder, but the post-holder has devolved responsibility and accountability for the following budget activities: Admissions & Membership; Property income, Retail & Plant Sales; Rental Accommodation, Holiday Accommodation and annual expenditure.
• Is responsible for managing staffing costs within the property as per delegated budgets.

Key performance indicators and targets

• To monitor the work of the team and carry out appraisals ensuring that information is filed appropriately, with development plans that are actively used;

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Purpose of role

This is an exciting and varied role in the leadership team at Glencoe Visitor Centre in Glencoe National Nature Reserve. Based in our Highland Coo Café, you’ll prepare food for a high-quality, sit-in café and grab-and-go takeaway menu, helping to generate the income that enables our charity to care for this world-renowned mountain landscape.

You will ensure that visitors from across the globe have an enjoyable experience here through excellent service standards and menu availability. You will be responsible for the daily operation of the kitchen, overseeing staff activities within it, and achieving targets through efficient, safe food production practices.

Key Responsibilities
• Deliver a high-quality food offer for our high and low season, relevant to our Glencoe customers (visitors, events and functions) and Visit Scotland’s Taste our Best principles.

• Contribute to menu development, making creative, practical and cost-effective choices for food production and presentation.

• Ensure high standards of kitchen hygiene, cleanliness and tidiness, keeping up-to-date compliance documentation (HACCP, COSHH checklists and temperature sheets).

• Take the lead on food production and oversee all staff activities in the kitchen, providing guidance and coaching to team members to ensure consistently high standards.

• Be responsible for the availability of menu items and ingredients through good stock control and timely ordering routines, supporting the management team with stock-taking responsibilities and accurate receipt of deliveries.

• Ensure food production adheres to allergen guidelines, in particular Natasha’s Law, and support the implementation of upcoming laws, eg. displaying nutritional value & calorie counts.

• Minimise wastage and identify potential savings to achieve targets for cost of sales, gross profit and environmental sustainability.

• Ensure the upkeep and safety of equipment and utensils used within the catering outlets.

• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.

• Occasional centre duty management shifts as part of the leadership team.

Performance indicators and targets
• Weekly, monthly and annual sales and cost of sales targets
• Food compliance standards and record-keeping
• Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback
• Staff satisfaction from staff surveys

Tools / equipment / systems
• Fully equipped commercial catering kitchen.
• Access to computer with online people management, training, financial monitoring and stock ordering systems.
• EPOS tills and chip and pin machines.

QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

• Experience and passion as a cook in preparing and producing food to a consistently high standard using fresh products and ingredients.

• Intermediate Food Hygiene Certificate qualification as a minimum.

• Highly developed organisational skills, deployable in a multi-tasking environment.

• Excellent communication and influencing skills (spoken and written).

• Ability to work as part of a busy team, fostering a positive and motivated team atmosphere.

• Ability to lead and coach colleagues in food production, presentation and other kitchen routines.

• Recognised formal qualification in the culinary arts, desirable.

The Key Responsibilities, Behaviours and Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications

JOB PURPOSE

The VSM Visitor Experience will be responsible for the operational delivery of the visitor experience at Brodie Castle & estate, including responsibility for the Welcome, Housekeeping, Retail, Events, Collection Care and Holiday Cottages. Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable. The role is part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the site and a joined up service provision reporting to the Operations Manager based at Brodie Castle.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Staff and volunteers – (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to;
• Instill a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.
• Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager) to ensure that the welcome, retail and events department finances are sustainable within the context of the wider property budgets;
• Create a culture of ‘exceptional service, every time’, delivering high standards of customer experience and a consistently warm welcome to everyone.
• Driving the welcome, retail & events departments to achieve their financial targets, maximising income and profitability, using the Trust’s procedures and instructions. You will strive to be efficient and ensure cost effectiveness in all the work you do.
• Managing the Collection at Brodie Castle ensuring that it cared for and conserved in line with the Trusts strategy and responsibilities.
• Overseeing the Holiday Cottages ensuring that turn rounds and presentation are of highest standards in line with the standards of Brodie Estate.
• You will ensure high standards of presentation across the property. You may have delegated tasks within other departments and you will understand and help deliver the overall property business plan.
• Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required;
• This role is one for which the duties/responsibilities/accountabilities of the role require you to become a member of the Protection of Vulnerable Groups (PVG) scheme, which replaces the ‘Enhanced Disclosure’ check and is administered by Disclosure Scotland.

Department specific – Welcome
• To create a world class visitor welcome at both Brodie Castle & Playful Garden working towards 5* rating.
• To quality check and manage the guided tours and free flow guiding of the Castle.
• To ensure visitor expectations are exceeded through creative and imaginative new ways of telling the stories of Brodie Castle and its history.

Department specific – retail
• To ensure the planning, ordering, and merchandising of the retail area to the standards required by the Trust for a facility with annual income target of £100k.
• To ensure that the location meets statutory and company requirements of Health and Safety.
• Accountable for stock levels and making key decisions about stock control;
• Responsible for analysing sales figures and forecasting future sales;
• Adhering to the sale of alcohol legislation.

Department specific – Events
• Working with a 3rd party events company to develop, deliver and review a regionally significant events programme.
• To ensure the onsite delivery of the Brodie Castle Event programme to the standards required by the Trust for a facility with estimated annual income target c. £100K in events.
• To evaluate and make necessary changes to future calendar events based on performance, suitability and demand of a varying visitor profile.
• To ensure that the location meets statutory and company requirements of Health and Safety.

Department specific – Collection Care
• To oversee the Collection Care assistant and volunteers ensuring that all collection items are conserved and managed in line with the conservation policy of the Trust.
• Ensure IPM and environmental conditions are optimum for collection across the site.
• Ensure that all movement forms, condition surveys and other required compliance is up to date and complete.
•
Department specific – Holiday Cottages
• To manage our holiday lets following the guidance provided.
• Ensure we are legally compliant at all times including all health and safety requirements.
• Provide out of hour call out as and when required.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential
• Direct experience of managing within a busy visitor services environment;
• Possess excellent communication skills (written and oral);
• Experience and understanding of finance management; i.e. budget control, cash management and reporting statistics;
• Computer literacy with excellent ability on MS software;
• Excellent leadership and influencing skills
• Well-developed time management and organisational skills;
• Ability to display a real passion for customer service;
• Experience of recruiting and managing volunteers
• Current First Aid certification (or willingness to train and use).

Desirable
• Experience within a heritage or tourist attraction.
• Experience within the events sector
• Experience within the retail sector

DIMENSIONS AND SCOPE OF JOB

People Management
• Daily interaction with customers/clients (including members, visitors, coach and tour organisers).
• Direct line management responsibility for 1 full-time Visitor Services Supervisor (Welcome), 1 part-time Visitor Services Supervisor (Collection Care), 1 full time Visitor Services Supervisor (Events), with a number of part time visitor services assistants and volunteers.
• Volunteer management as part of overall property responsibilities and during events.

Finance Management
• Has delegated management of the welcome, retail, events and conservation budgets at Brodie Castle and works alongside the budget holder (Operations Manager) to deliver this.
• Is responsible for managing staffing costs within the departments as per delegated budgets.

Tools/equipment
• Access to desktop PC and relevant IT systems, i.e. standard NTS management systems including Intranet, T:Drive, Core HR, CRM, EPOS.

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

JOB PURPOSE

To help maximize our visitors’ enjoyment of National Trust for Scotland managed sites by maintaining excellent standards of service, optimising opportunities to generate income and ensuring that the site and its assets are safe and secure.

Specifically, to provide an efficient, reliable service and high standards in collections care and general cleaning at the property. The role is 5 days a week and may include occasional weekend working.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
As directed by the Visitor Services Supervisor to carry out a wide range of collections care duties including:

 In line with current NTS best practice, clean and care for the collection of furniture, books, artworks, glass, ceramics, metals, textiles, other objects and historic interiors.
 Ensure all public areas are kept clean and tidy.
 Assist with collection engagement, participating in public programmes as required, working with line manager and Regional Teams in order to promote access to collections and understanding of preventive conservation and collection care at Trust.
 Maintain up to date collections documentation to ensure Trust Collection Management systems are accurate.
 Help to ensure the NTS Integrated Pest Management regime is in place and monitored.
 Help to ensure Emergency Plans and related equipment is up to date
 Work with conservation volunteers and take an active role in staff and volunteer training in liaison with your line manager.
 Work with other staff to plan and deliver ‘conservation in action’ programmes and other public engagement activities and, where relevant, contribute content to social media.
 Ensure collections care, cleaning and conservation materials are available, properly maintained and stored.
 Deliver excellent customer care (internal and external) to foster a friendly and inviting atmosphere for visitors, staff and volunteers.
 Support the Trust’s obligations to minimise impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport
 To actively feedback visitor comments to develop and improve conservation and visitor experience.
 To assist with the set-up, stewarding and break-down of events in relation to collections.
 To ensure the site meets with Health and Safety legislation in liaison with your line manager.
 To use personal protection equipment as provided and directed by your line manager
 To maintain excellent standards of site and personal presentation at all times, working with other Property staff, the Regional Team and contractors.
 This role is based at Newhailes, but may include occasional work related and training activities at other cluster properties (The Georgian House and Gladstone’s Land).

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications
 No formal educational qualification required.

Skills, Experience & Knowledge
Essential
 Experience of interacting with the public and of providing excellent customer care.
 A good team player, with ability to also work independently to a high standard
 A flexible approach to work, multi-tasking and working with staff across various departments and teams.
 Good time management.
 A strong eye for detail.
 Good interpersonal and communications skills.
 Willingness to learn new techniques & activities, e.g. collections care, object handling etc.

Desirable
 Demonstrable experience in collections care or cleaning within historic buildings.
 Good understanding of preventive conservation and environmental monitoring.
 An interest in history, conservation and the care of collections.
 Experience of working with volunteers.
 Knowledge of Health and Safety and emergency procedures.

DIMENSIONS AND SCOPE OF JOB

Tools / equipment / systems
 All equipment and cleaning materials are provided.
 Conservation and collections care training will be provided.
 This job involves lifting and carrying heavy materials and collections, working at height and use of ladders & scaffold towers.

This job does not require you to undertake a criminal records check.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities

JOB PURPOSE

To provide operational coordination and supervision of visitor services, functions and events, and holiday accommodation at House of the Binns in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors, guests and members, and help ensure commercial, financial, and conservation objectives are achieved. The Visitor Services Supervisors at House of the Binns will also provide administrative support in the running of the property and share Duty Manager shifts.

The Visitor Services Supervisors at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and, with delegated responsibility for holiday accommodation and duty management and are very often the “face” of the Trust to visitors, guests and suppliers. As such, they directly influence public perceptions of the Trust and are crucial to developing and maintaining the property’s local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Planning and operational delivery
 Assume responsibility for the day-to-day running (duty management) of the Property. This will include regular weekend working on a rota basis. Duty management involves the management of staff, volunteers, guests and visitors to the required standards.
 As required, assume responsibility for the security of the property, including the checking/locking of windows/doors and operation of the security alarm system and the daily opening up and locking up procedures.
 Assist in ensuring that the property is open to the public in accordance with the published times.
 Assume responsibility along with the Visitor Services Manager to meet and ideally beat, all targets set for membership and visitor numbers and actively manage the staff and volunteers in the property to achieve this.
 As required provide cover at reception and assist with guided tours of the House.
 Uphold the policies and procedures of the Trust and the property and ensure all visitor services staff does the same performance managing as necessary.
 Proactively suggest ways to enhance visitor enjoyment of the property and income streams.
 In conjunction with the Visitor Services Manager supervise, and personally participate in the staffing of events and functions at House of the Binns. Please note this includes weekend and evening working.

Social media
 Develop and implement a social media strategy for the property in conjunction with NTS staff.
 Assume responsibility to actively grow social media and expand the property’s reach, ensuring posts are made on a regular basis and actively working on campaigns.

Customer Care and Service to Members
 Actively support the Trust’s “Visitor Experience Champion” programme to ensure the highest level of internal and external customer care to meet Mystery Visit and Visit Scotland Grading criteria.
 Actively promote the work of the Trust and the value of Trust membership to existing and potential members.
 Recruit new members to achieve membership target and motivate and mentor other team members to achieve their targets.

People Management
 Direct supervision of the volunteers and seasonal property assistants.
 Support the Visitor Services Manager with the recruitment, induction, development, and management of all visitor services staff and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.
 Supervise services provided by third parties (e.g., suppliers, contractors) such that they adhere to Trust policy and standards and ensures the safety of staff, volunteers, visitors and others.
 Assume responsibility, alongside the Visitor Services Manager, to ensure all shifts are filled throughout each day and coordinating shifts and filling them as required.

Business Management & Administration
 Ensure that the administration of visitor services activities at the property is carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety and finances; and general correspondence/record-keeping etc. N.B. This will include cash-handling and banking activities.
 Arrange weekly fire alarm tests, collate and report monthly meter readings and any other Health and safety requirements.
 Assume responsibility, alongside the Visitor Services Manager and Visitor Services Assistant Collections Care, keeping high standards of appearance throughout the property.,
 In liaison with Visitor Services Manager, ensure the timely ordering of appropriate stationery, housekeeping and products for the property, including the holiday let.
 Assist with the general administration of the property including: reports as requested, attendance at meetings and training courses, correspondence, telephone and email responses, filing, raising and goods matching orders and invoices etc.
 In conjunction with the Visitor Services Manager, assume responsibility for the accurate daily and weekly reporting of figures on the WRD system and the completion of seasonal hours reporting for payroll.

Smooth Running of the Holiday Accommodation
 In conjunction with the Visitor Services Manager, ensure the holiday let is cleaned on the correct days; be responsible for checking the work of the cleaning contractors is to the required standard; ensuring all the correct literature is in the holiday let for each turnover; monitoring levels of consumables and cleaning supplies and ordering more in a timely fashion; ensuring the lodge is welcoming for each new guest; reporting all problems/faults with the holiday let and working with the Visitor Services Manager to address these in a timely manner.
 Be responsible for collating and taking monthly meter readings and inputting them on the appropriate system; taking and recording carbon monoxide and fire alarm tests on a monthly basis.

Health, Safety & Environmental (HS&E) Management
 As required, take an active role in the enactment of the property’s Emergency Procedures. To follow and update when required the property health and safety processes and documentation. Assist with procedures such as evacuation and alarm and emergency lighting testing as required by the Visitor Services Manager.
 Demonstrate responsibility and accountability that property management and visitor services practices are in line with the Trust’s “Environmental Policy” and mindful of the Trust’s obligations to minimise the impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.

The current duties of this job do require a criminal records (Disclosure Scotland) check to be carried out, namely a Disclosure check because you will be Cash Handling and Banking. Employment may only commence once a satisfactory check has been completed.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Essential
 Significant previous experience of working in an operations role in the retail/ visitor/ heritage attraction industry – including supervision of staff and volunteers and/or responsibility for specific activities.
 Previous hospitality / event coordination/management experience.
 Strong personal belief in the value of excellent customer care with the ability to translate this into actions.
 Exceptional communication and interpersonal skills.
 Excellent organisational, administrative and time‐management skills with the ability to prioritise and re‐prioritise workload to meet changing demands.
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 Competent user of social media platforms e.g. Facebook, Twitter, Instagram.

Desirable
 Degree level or equivalent knowledge/ understanding of heritage management, tourism, hospitality or event management.
 A genuine understanding of and belief in the work of the National Trust for Scotland.
 Experience of using social media to grow a business.
 Experience of holiday accommodation letting.

DIMENSIONS AND SCOPE OF JOB

Scale
 House of the Binns is a laird’s house set on a four hundred acre estate.
 There is a holiday cottage on site, let through Sykes cottages and available to rent all year.
 Will have regular (daily) interaction with members of the public of all ages and abilities; including helping to host workshops, talks and events.
 Will have frequent interaction with suppliers and contractors, including supervision.

People Management
 Welcoming and provision of facilities for property visitors and holiday accommodation guests and events visitors.
 Working closely with specialist Trust staff based at local and central support bases to ensure Trust policies and standards are implemented.
 Direct line management of volunteers and supervision and organization of seasonal property assistants.

Financial Management
 Not a budget holder.
 Will be required to use Trust systems for the purpose of raising PO’s.
 Cash handling and reconciliation of till.
 Banking procedures.

Tools/equipment
 Competent and confident user of IT – role will require use of multiple systems and adherence with IT and financial policies and procedures.
 Competent user of till.

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.