Visitor Services

JOB PURPOSE

The Property Manager is required to lead on ensuring that both the land and built heritage owned by NTS on the Islands of Iona and Staffa, Burg and Macquarie’s Mausoleum on Mull are managed to the highest standards. The Property Manager has a specific role to manage the transition of Maol farm from the current tenancy (ending Dec 2022) and the Burg grazings to systems that ensure their ongoing sustainability. The Property Manager will increase our capacity to achieve conservation goals, financial sustainability and improve visitor engagement. They will increase the profile of NTS with communities and visitors and improve the maintenance of rented accommodation. The property manager will require a good understanding of how to fit in with island community life.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Work with NTS colleagues and partners to protect and enhance natural and cultural heritage of Iona, Staffa, Burg and Macquarie’s Mausoleum.

• Increase opportunities for financial sustainability of the properties both through assessing and monitoring costs and identifying and instigating opportunities for income.

• Maintain regular contact and good working relationships with partners including community councils, neighbouring landowners/land managers, tenants, and relevant agencies and NGOs.

• Work closely with other farmers and crofters on Iona to develop and promote high standards of management on Maol Farm aimed at maximizing benefits for wildlife and the community.

• Assisting in the development of a management arrangements on Burg that maximize benefits for wildlife, the community, and associated grazing opportunities.

• Work with colleagues and other stakeholders to bring derelict buildings back into use for housing and enterprise for the benefit of the community and the Trust.

• Work with colleagues and contractors to ensure leased properties are well maintained by NTS and are compliant with legislation

• Increase engagement with visitors to help ensure their visits are as inspiring and accessible as possible

• Promote wider understanding of our role and the value of supporting the NTS

• Manage staff (Currently Ranger, Staffa Seasonal Ranger and part time Visitor Services Assistant for shelter).

• Work with colleagues, local residents, partners and the National Trust for Australia to enact necessary management on Macquarie’s Mausoleum.

• Undertake other duties relevant to this role yet unknown or unspecified

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 Practical experience in nature conservation and land management
 Driving License, valid for driving within the UK

Desirable
 Degree in relevant natural science subject

Experience

Essential
 Conservation land management
 Practical Farming experience, including machinery use, fencing, baling, handling livestock
 Working knowledge of SRDP, AECS and agricultural subsidy.
 Knowledge natural and cultural heritage of the Iona area
 Personable, open-minded and modest with good people skills
 Partnership working
 Business and finance management
 Computer literate

Desirable
 Living on an island or otherwise remote and small community
 Building restoration and maintenance
 Managing staff
 Visitor Management
 Health and safety
 Knowledge of Gaelic

DIMENSIONS AND SCOPE OF JOB

Scale

Island of Iona and outlying islands – approx. 790 ha.
Maol Farm tenancy expired at the end of 2022; sustainable management of Maol Farm (including the conservation of machair, crofting landscapes and traditions and associated rare species including Corncrake) is a key function of the property managers role. Iona has a very strong community to be a part of and to work with for the long term benefit of the island. There are 15 crofts with shares in common grazings and two farms (Culbhuirg and Maol). Maol cottage is in need of restoration and the Trust leases 6 cottages, all of which require regular maintenance. Iona attracts hundreds of thousands of visitors each year, many attracted to the Abbey (not in NTS ownership).

Island of Staffa – 31.7 ha
Famous for its basalt columns, Fingal’s Cave and its puffins, Staffa attracts nearly one hundred thousand visitors a year. The management of visitors travelling by boat to this remote island and the protection of the assets that make Staffa so special requires careful and sensitive management. A key element of this is the current infrastructure project on Staffa and the crucial work to ensure biosecurity to protect breeding seabirds.

Burg, on the Island of Mull – 568 ha
Management of species rich sea braes, upland habitats and associated rare species and geology, including Slender Scotch Burnet, Iceland Purslane and fossil trees. Burg is the prominent nose at the end of Ardmeanach with the stepped slopes of Bearraich 432m leading down to the rugged coastline. Burg extends from the township area where two buildings remain (Burg Farmhouse and the bothy), to a nearby Iron Age Dun, past McCulloch’s Fossil Tree to the evocatively named ‘Wilderness’.

Macquarie’s Mausoleum, on the Island of Mull
Macquarie’s Mausoleum is the resting place of Lachlan Macquarie, a prominent character in the founding of modern day Australia, born on nearby Ulva. The Mausoleum is cared for by NTS on behalf of the National Trust for Australia.

People Management

The Property Manager will be part of the Highlands and Islands team led by the Regional Director and will be
line managed by the Operations Manager (West Highlands), alongside the Senior Seabird Officer and other Property Managers for:
• Balmacara,
• Ben Lawers & Moirlanich Longhouse,
• Torridon & Shieldaig Island,
• Kintail, Morvich, West Affric and the Falls of Glomach,
• St Kilda, Mingulay, Pabbay & Berneray.

The Property Manager will line manage:
• The Mull, Iona, Staffa Ranger (Full time – Partnership with MICT)
• The Staffa seasonal ranger (March to October),
• The Shelter visitor services assistance (9 hours per week)

Finance Management

The Property Manager will be the budget-holder for Iona, Staffa, Burg and Macquarie’s Mausoleum. With assistance from the Finance team, the Property Manager responsibility for ensuring appropriate spending inline with Trust policies and budgets.

Tools / equipment / systems

The Property Manager will be expected to be adaptable, practical and pragmatic; equally capable of arranging contractors to carry out work as well as completing tasks such as fencing themselves. As the role develops and needs arise tools and machinery may be purchased.

Equally the Property Manager will be required to be sufficiently computer literate to effectively communicate with colleagues and partners, undertake training, arrange work as required etc.

Example key performance indicators and targets

The property manager will:

• Establish strong working relationships with fellow islanders and NTS colleagues
• Successfully manage the transition of the management of Maol Farm from current tenancy into a new system; and lead its future management to achieve conservation goals.
• Work effectively with NTS colleagues and contractors on the restoration of Maol Cottage
• Work effectively with NTS colleagues and tenant in developing effective grazing regime on Burg

Place in organisational structure

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

The Seasonal Ranger will be the face of the National Trust for Scotland on Staffa during the busy summer months and will play a critical role in forging a strong and close working relationship with Day Boat Operators. The Seasonal Ranger will welcome visitors and help ensure their time on Staffa is highly enjoyable and memorable, while helping to protect and enhance the island’s natural and cultural heritage.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Visitor Services
• Welcoming and engaging visitors, enhancing their experience by providing information about Staffa, its geology, natural and cultural heritage, including strong messages around safety and respect for wildlife.
• Encourage people to further contribute to caring for Staffa through donating or taking up membership of NTS.
• Collect cash donations made on the island and securely transfer them to the NTS Mull and Iona Ranger for receipting and banking.
• Assist with practical countryside management including litter picks, beach cleans, maintenance and safety checks of visitor infrastructure.
• Lead and assist with events such as guided walks and talks as appropriate.

Nature conservation
• Contribute to biological monitoring programmes including seabird surveys.
• Manage and collate biological information in a consistent manner compatible with Trust and national datasets.

Community engagement
• Build strong working relationships with Day Boat Operators, their crew members, and other local stakeholders to support consistent messaging to visitors.

Marketing & Communications
• Enthusiastically promote awareness and understanding of the role that NTS plays in protecting and caring for Staffa and wider work across Scotland.
• Regularly update and contribute positive stories to NTS social media and other communication outlets relevant to Staffa.

Learning
• Assist with educational and other outreach activities on site or to the local community and to communities of interest, including for volunteers.

Other responsibilities
• Ensure that all activities undertaken are compliant with the Trust’s health and safety policies and procedures including the Safe System of Work, Visitor Safety in the Countryside, and environmental policy and practices, mindful of impacts on people and environment.
• Contribute knowledge and experience to projects and management decisions within the NTS Plan for Nature.
• Provide occasional support to Mull & Iona Ranger Service with projects and activities across the south west of Mull, Burg or Iona.
• Criminal records (Disclosure Scotland) checking and clearance essential for safeguarding of children/vulnerable adults. The role is one for which the duties/responsibilities/accountabilities of the role will require staff to become a member of the Protection of Vulnerable Groups (PVG) scheme.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• Graduate level qualifications or equivalent experience in one or more of the following subject areas: heritage or cultural studies, visitor services, rural land management, nature conservation, environmental studies.

Experience

Essential
• Excellent communication skills and the ability to interact positively with a wide range of people in person and through other written or visual forms.
• Ability to implement work in a lone working and challenging environment, and within a small team.
• Willingness to initiate conversational relationships with visitors and community partners, be approachable and welcoming.
• Excellent organisational, time-management skills with the ability to prioritise and be flexible according to weather and changing demands.
• Competent user of Microsoft Office and social media.
• A sound knowledge of issues affecting the conservation and management of Scotland’s environment (landscapes, habitats, and wildlife).
• Proven track record of delivering visitor experience within a countryside context.
• Experience of managing safety in the countryside.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Living the values of the National Trust for Scotland and encouraging colleagues to do the same.

Desirable
• Knowledge of and interest in the cultural and natural history of the Hebrides.
• Working knowledge of ecological survey and monitoring techniques.
• Practical land management and maintenance of small-scale rural estates infrastructure.
• Ability to think and act quickly when confronted with emergencies.
• Up to date First Aid certificate.

DIMENSIONS AND SCOPE OF JOB

Scale
• The post holder will be the main NTS presence and point of contact on Staffa and will work within a small team comprising the Property Manager; the Ranger for South Mull, Burg, Iona and Staffa; the Visitor Services Assistant (Iona Shelter Caretaker) and a number of volunteers.

People Management
• No line management responsibility but will be required to supervise volunteers on occasion.
• Develop and maintain positive relationships with Day Boat Operators, visitors, NTS staff (local team and other technical/specialist advisory colleagues), contractors, residents and businesses in around the SW Mull and Iona area.
• Will have regular interaction with members of the public of all ages and abilities. Staffa attracts around 100,000 visitors each season.

Finance Management
• Collection of cash and with local Ranger accurately account for daily amounts within Trust Cash Handling Guidelines and Policies.
• Assist in making the best use of resources and ensuring best value.
• Contribute to the income of the Trust through recruiting new members and encouraging donations.
• This role is not a budget-holder.

Travel and Wellbeing
• Travel to Staffa will be from Iona or Fionnphort and will be provided by local boat operators.
• NTS will provide branded high viz outer vest and outerwear and footwear appropriate for the Staffa environment.
• NTS will provide a tented shelter on Staffa for use in inclement weather and for the storage of equipment, clothing and other appropriate materials approved by the NTS Ranger.
• The ranger will be supplied with a Spot Locator and mobile VHF to enhance safety that will be enabled at all times when delivering the above Service.

Place in organisational structure:

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.

CONTEXT

Fossil hunter, folklorist, man of faith, stonemason, geologist, editor, writer and social justice campaigner – Hugh Miller was one of the great Scots of the 19th century. His quests and writings have left a huge legacy of knowledge, but as these two adjacent properties testify, he came from ordinary beginnings.
The thatched cottage where Hugh was born in 1802 was built by Hugh’s great grandfather – a pirate! The cobbled courtyard adjoining the cottage was an external working space. Next door, the handsome Georgian villa, now an interactive museum, was built by Hugh’s father – its distinctive central spiral staircase winds around a ship’s mast.
Outside, Miller’s Yard: Garden of Wonders is a sheltered corner – the perfect spot to sit and take a breath of fresh air.
The VSM is responsible for all things Visitor Experience, including Welcome, Housekeeping, Retail, Events and Collection Care, and Holiday Letts.

KEY PURPOSE

The VSM will be responsible for the operational delivery of the visitor experience at HMC, including Welcome, Housekeeping, Retail, 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 VSM is responsible for delivering an overall visitor service strategy, promoting good communication.

KEY RESPONSIBILITIES

• 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 HMC ensuring that it cared for and conserved in line with the Trusts strategy and responsibilities, including Museum Accreditation.
• Overseeing the Holiday Cottages ensuring that turn rounds and presentation are of highest standards in line with the standards of NTS.
• You will ensure high standards of presentation across the properties.
• Taking responsibility for opening and closing and security of buildings, and security of collections, 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.

People Management
• Daily interaction with customers/clients (including members, visitors, coach and tour organisers).
• Line management responsibility for temporary VSA’s, housekeepers, gardeners and volunteer management’

Finance Management
• Has management responsibility of all HMC budgets/
• 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.
•

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

Desirable
• Experience within a heritage or tourist attraction.
• Current First Aid certification (or willingness to train and use).

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
Ben Lawers NNR is the most important mountain area in the UK for rare arctic-alpine plants, some of which occur in few other locations. It is also a popular recreational destination, with over 40,000 visitors a year heading for the summits. The programme of conservation management includes footpath work and pioneering habitat restoration.
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 Ben Lawers NNR. You must have a good general knowledge of natural history and conservation, especially of upland flora & fauna, experience of practical countryside management, and good communication skills to join our close-knit team. You will carry out maintenance and repair of upland footpaths and other infrastructure such as fences, contribute to the delivery of habitat restoration and supervise volunteers assisting with these tasks, and engage with visitors.
The role is a physical one, requiring walking to worksites, some at high altitude, 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 the property.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Estate management
 Carry out practical tasks, including maintenance and repair of footpaths, fences, stiles and other infrastructure, vegetation clearance, habitat management such as tree planting, seed collecting and tree nursery work.
 Assist with property patrols, litter clearance and monitoring the use and condition of footpaths and infrastructure to prioritise the programme of maintenance.
Visitor Engagement
 Actively and positively engage with visitors while carrying out practical tasks to raise and improve public awareness of key issues including footpath erosion and landscape protection, habitat restoration, responsible access and promoting the Trust.
 Assist with delivery of the events programme by leading guided walks and educational events.
Other duties
 Assist with other areas of property work, such as biological monitoring, if/when necessary.
 Seek to minimise our environmental impact through sustainable working practices and sensitive use of power, equipment, transport, and other resources.
Working together
 Support a strong health & safety culture by complying with the property’s Safe System of Work to safeguard yourself and colleagues.
DIMENSIONS AND SCOPE OF JOB
People Management
 Engage with visitors.
 Liaise with other property and other Trust staff and volunteers.
 Supervise volunteers assisting with delivery of practical estate 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, especially related to the uplands.
 Hands-on experience of practical estate management.
 Competence in hillcraft to be self-reliant working safely on steep ground, at up to 1200m and in varying weather.
 Excellent interpersonal and communication skills, with an ability to engage positively and productively with visitors, volunteers and colleagues.
 A current, valid driving licence.
Desirable
 Experience of working with volunteers.
 Experience/certification for use of machinery/vehicles such as strimmer/brush cutter, power barrow and sit in ATV.
 Experience of lone working.
 Current First Aid certification.

JOB PURPOSE
Ben Lawers NNR is the most important mountain area in the UK for rare arctic-alpine plants, some of which occur in few other locations. The long running programme of monitoring is fundamental to informing conservation management such as the pioneering restoration of montane willow scrub, which was in terminal decline. The reserve now hosts the finest examples in the UK.
We are looking for a Seasonal Ecologist to be an enthusiastic and effective member of the property team. You will carry out botanical and other biological monitoring, as part of an ongoing programme, to inform management of the NNR.
The role is a physical one, requiring regular walking to high altitude locations and working on steep ground. You may work alongside other staff and volunteers but there will be a frequent requirement for lone working.
Although the role is not primarily public facing, you may interact with visitors during the course of your work. You will be an ambassador for the National Trust for Scotland leaving those you meet with a desire to respect, protect, and enjoy the NNR and an understanding of how they can help to contribute their support to the property. The role may support other staff with events when required.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Biological monitoring
 Carry out repeat monitoring of specified rare species at known locations on Ben Lawers SSSI (training in identification and method will be given).
 Assist with other monitoring and recording of species and habitats as required.
 Produce written reports on the above.
Working together
 Support a strong health & safety culture by complying with the property’s Safe System of Work to safeguard yourself and colleagues.
DIMENSIONS AND SCOPE OF JOB
People management
 Liaise closely with property staff and other Trust staff as required (eg. Natural Heritage Adviser).
 Work with, and occasionally supervise, volunteers.
 Engage with members of the public of all ages and abilities.
Financial Management
 Not a budget holder and will be expected to liaise with the Property Manager (budget holder) prior to incurring any expenses and be mindful of effective management of Trust funds and resources.
Tools/Equipment
 May be required to use equipment and vehicles 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:
Essential
 An interest in field botany and demonstrable identification skills.
 Competence in hillcraft to be self-reliant working safely on steep ground, at up to 1200m and in varying weather.
 Ability to walk to high altitude and remote parts of the property on a daily basis.
 A current valid driving licence.
 Experience in producing written reports.
Desirable
 Experience of lone working.
 Experience of using GIS.

JOB PURPOSE

To provide operational delivery of the visitor experience and supervision in the Food & Beverage department at the Café and on-site events in line with the Trust’s policies. 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 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 duty management is very often the face of the Trust to visitors. As such directly influences public perceptions of the Trust and is significant to developing and maintaining the property’s 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:
Catering Operation
 Lead with menu development and the preparation and presentation of a high-quality food and drink offer.
 Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related record-keeping.
 Create and run food led events throughout the year to support over all business goals.
Visitor experience
 Offer excellent customer service and ensure all members of the team do the same.
 Support property-wide targets for completion of visitor surveys to understand more about our visitors.
 Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor, addressing issues and emergency procedure and providing relief cover, as required.
Line management of Visitor Services Assistants
 Duty management responsibility including open and close of all on site facilities.
 Ensure the property social media is managed to generate interest and help drive visitor engagement.
 Support the informal learning and community engagement / outreach activity.
 Security of the Property.
 Ensuring the completion of cash/till reconciliation.
 Week-end reports and reconciliation.
 Completion of banking and cash handling processes.
 Health & Safety procedures, emergency procedures, and environmental procedures.
 Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
 Recruitment; induction; development; and management of all visitor services employees. Ensuring that they understand role responsibilities and are equipped to fulfill the role to the standards required.
 Ensure the team feel valued, respected, motivated and supported.
 Supervising the activities of a team of Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through induction, training, task-setting and coaching on front and back if house.
 Prepare catering rotas to meet business 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.

Instil 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.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service 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.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Food and Hygiene Qualification.
 Current First Aid certification (or willingness to train and use).
 A formal qualification in Catering, Hospitality, Tourism or Event Management.
 A recognised SQA Licensing Qualification e.g. Scottish Personal Licence Holders Certificate and Personal License.

DIMENSIONS AND SCOPE OF JOB

Finance Management
 Share responsibility for achieving the catering budget together with the Visitor Services Manager.
 Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
 Supervise daily café till operations and perform end-of-day income reconciliation.
 Assist the Visitor Services Manager with menu costing and stock-taking.

Tools / equipment / systems
 Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
 EPOS tills and chip and pin machines.
 Fully equipped commercial catering kitchens.
 Use of internal finance and banking systems.

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.

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 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.