Visitor Services

JOB PURPOSE

This job exists in order to manage and develop Mar Lodge’s functions and events business, corporate/private hire and sporting client support. The Visitor Services Supervisor will ensure income opportunities are maximised in the context of consistently high standards of customer care and lodge presentation.

Functions at Mar Lodge can range from intimate family dinners and tours to large corporate events and weddings for up to 200 guests. Every function requires the same level of planning and care, in order to deliver an outstanding product to our clients. As Visitor Services Supervisor you must have good self-motivation and organisational skills, and be able to lead a team of staff and external contractors, to deliver events in a smooth and professional manner.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

The key purposes of the job will be met by:
• Developing and managing relationships of trust with potential and existing corporate and private hire clients, such that Mar Lodge continually develops and maintains its status as a ‘destination’ venue, renowned for its excellence of customer service.
• Supervising teams which include members of other Mar Lodge departments and outside contractors such that there is absolute clarity of objectives, tasks and standards; and ensure their delivery towards a collective goal.
• Developing and managing the functions business to increase income as part of the property’s drive for sustainability and help raise the profile of the work of the Trust at Mar Lodge in its wider context.
• Managing allocated budgets to ensure that income targets are met, or exceeded, and that expenditure is prudent and ‘value for money’
• Maintaining and recording all communication pertaining to functions and events, such as dealing with emails, keeping the event diary up to date and informing relevant departments of planned activities.
• Managing equipment and supplies, such as banqueting furniture, catering equipment and supplies, to ensure the operational efficacy of the Lodge.
• Working within the Health & Safety regime to ensure the H&S of staff/volunteers, clients and visitors within the context of the Trust’s “Safe System of Work” regime.
• Coordinating, supervising and personally participating in the delivery and staffing of weddings, functions and events with the advice and support of the Visitor Services Manager and other team members.
• Demonstrating responsibility and accountability that all functions and events are in line with the Trust’s Environmental Policy and being mindful of the Trust’s obligations to minimise the impact on the environment through efficient use of water/heat/light, recycling and disposal of waste and considered use of transport.

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
• Event Management experience demonstrating organisational, time management and coordination skills
• Proven sales skills with the ability to achieve targets
• Strong personal belief in the value of excellent customer care with the ability to translate this in to actions
• Excellent team worker with the ability to work constructively between different teams, and lead and motivate others
• Effective verbal and written communication skills combined with confidence in dealing with a wide range of customers
• Hard working and willing to keep a flexible work pattern
• A willingness to work with and support other departments as and when the need arises
• An understanding and commitment to the aims and objectives of the National Trust for Scotland
• Competent user of Microsoft Office products
• Hold a clean and current UK driving licence.

Desirable
• A formal qualification in Hospitality or Event Management
• Personal licence holder (or be willing to train)
• Current First aid certification (or be willing to train and use)
• Current food hygiene certification (or be willing to train)

DIMENSIONS AND SCOPE OF JOB

• The post involves some physical activity including prospective client tours of the facilities and lifting and carrying. The Lodge is split over several levels, many of which are not accessible other than by the stairs.
• Due to the nature of a hospitality/functions business frequent evening and weekend work can be expected.
• The post-holder may be required to undertake errands around the estate and to/from local businesses as well as attending meetings at other Trust venues, practical only by vehicle.

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.

Applications

Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post Friday, 17th February 2023.

JOB PURPOSE

To combine responsibilities on nature conservation, visitor services, learning and community engagement to help deliver the objectives of the property and wider National Trust for Scotland.

Protect the natural & cultural landscape of the Mar Lodge Estate, and to communicate and promote the work of the Trust in this regard and in general through maintenance of the key features and infrastructure of the property, visitor engagement, education and interpretation. Working with the local community, and communities of interest, is an important element of this role.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Combine responsibilities across the following areas of work with direct implementation and by overseeing on a daily basis the work of others such as contractors and volunteers:

Visitor Services
● Engage with the public, resident and visitors, to ensure positive interactions with the Trust and the property, promoting the key elements of the estate and achieving membership recruitment.
● Work with local businesses and other partners to develop our offering to visitors and to develop and deliver an Events & Activities Programme aimed at increasing engagement with the heritage of the estate and positive visitor experiences.
● Assist with the maintenance and development of the visitor infrastructure and facilities on the estate, including the car parks and toilets at Linn of Dee and Linn of Quoich, and wider interpretation, leaflets, signage, etc.

Learning
● Work with partners, for example: local schools, colleges, community groups, etc., to develop learning opportunities consistent with the objectives of the Trust at the property.
● Work with educational institutions to support and undertake research that will assist in the planning and management of the property.

Community Engagement
● Communicate with local stakeholders, neighbouring landowners, local businesses, local/regional agencies, and others to increase understanding and awareness of their and our aims and develop collaborative working relationships/partnerships to help deliver our priorities.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

The above outlines the key functions of the post. In addition, either knowledge of, or experience in the following is required:

Qualifications

Essential
▪ Driving Licence, valid for driving within the UK.

Desirable
▪ Qualification in relevant land management disciple (eg countryside management, ecology)
▪ Current First Aid certification (or willingness to train and use).

Skills & Experience

Essential
▪ Experience of interacting with a wide range of staff, volunteers, visitors, educational groups, and other stakeholders.
▪ Working Knowledge of the Scottish Outdoor Access Code.
▪ Confidence to positively engage with visitors in potentially challenging situations.
▪ Ability to work both within a small team and individually, including lone working in remote areas.
▪ Excellent interpersonal skills, with an ability to build strong, professional relationships with a wide range of stakeholders.
▪ Demonstrable experience in a public-facing role, ideally within a countryside context.

Desirable
▪ Experience of one or more of the following areas of work: heritage or cultural studies; rural land management and nature conservation; community engagement and rural community development.
▪ Working knowledge of the uplands of Scotland and associated habitats and species and cultural heritage.
▪ Knowledge of ecological survey and monitoring methods.
▪ Experience of leading guided walks and managing groups such as volunteer work parties.
▪ Confident in engaging with visitors about the value and importance of National Trust for Scotland membership.
▪ Competent user of Microsoft Office software.
▪ A good working knowledge of social media and digital communications tools.

DIMENSIONS AND SCOPE OF JOB

Scale
⬧ 29,000 ha of land
⬧ Britain’s largest National Nature Reserve
⬧ Numerous designations including National Park, SAC, SPA, Ramsar and SSSI
⬧ Significant built heritage including Mar Lodge, stable block offices, Derry Lodge plus 2 holiday cottages, workshop, biomass plant, 6 staff houses and 4 redundant buildings
⬧ At least 100,000 visitors per year
⬧ 200 miles of footpath
⬧ 7 scheduled ancient monument sites plus numerous other archaeological sites

People Management
⬧ Building and maintaining relations with a wide range of internal and external stakeholders.
⬧ Working closely with specialist Trust staff (e.g. nature conservation advisors) based at local and central support bases to ensure Trust policies and standards are implemented.
⬧ Management of volunteers
⬧ The role is one which the duties/responsibilities/accountabilities require staff to become a member of the Protection of Vulnerable Groups (PVG) scheme.
⬧ Working hours will include some evenings and weekends.

Finance Management
⬧ Not a budget holder but will be expected to take responsibility for effective management of Trust resources in allocated areas. The post-holder will be expected to work towards a sustainable financial future for the property and work within approved budgets, in line with the Trusts financial policies and procedures under the supervision of the Estate Manager.

Tools / equipment / systems
⬧ Will be a frequent user of machinery, tools and equipment subject to appropriate training as required.

Additional Information
⬧ For more information about the National Trust for Scotland’s manifesto and values, visit our website at www.nts.org.uk.

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.

Applications
Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post on 17th February 2023.

JOB PURPOSE

As part of the Estate team you will be responsible for the maintenance and upkeep of the Estate in accordance with the Mar Lodge Estate management plan. To deliver all aspects of ground, building and plant/machinery maintenance at Mar Lodge Estate to a high standard. In addition, actively participate in management of the estate woodlands, tracks and footpaths. To be the public face of the National Trust for Scotland whilst working on the ground.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Undertake ground maintenance to maintain the policies and garden areas to include grass cutting, fencing, spraying, track and footpath maintenance.

• Undertake building maintenance to maintain Mar Lodge, short term holiday lets, residential and commercial buildings in excellent condition to include plumbing, joinery, painting and decorating. Also carry out maintenance work to office/yard areas.

• Biomass plant upkeep and maintenance including: ensuring the smooth running of the heating system, year round monitoring of the woodchip levels, woodchip management, daily monitoring of the boiler and efficiency.

• Assist in the servicing/repair of plant/machinery

• Attending to any administrative needs of the job (e.g. health and safety documents, HAV forms) in a timely and efficient manner.

• Participate in ‘on-call’ rota for weekend cover if required. Pro rata, per annum

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 Qualification at HNC level or equivalent in a land or trade based subject or significant equivalent practical experience;
 Full driving licence valid for driving in the UK
 Operator’s certificate for agricultural tractors
• Excellent interpersonal and communication skills; confident in interacting and dealing with a wide range of people; and able to represent the Trust;
 Good organisational and time-management skills – including the ability to prioritise work where necessary;
 Eye for detail and finish, quality standard and best practice.

Desirable
 Operator’s certificates for basic chainsaw operations
 Driving Licence Category E or equivalent (towing trailers)
 Operator’s certificates for 180 and 360 diggers;
 Operators certificate for telehandler and timber crane/forwarding unit;
 IPAF MEWP certification;
 PASMA or equivalent qualification in the safe assembly and use of tower scaffolding;
 Operator’s certificate for Sit in ATVs, regular steer;
 Current first aid certificate

Knowledge/ Experience

Essential
 Knowledge and understanding of upland estate management
 A sound knowledge of good environmental practices when carrying out work.
 Relevant practical experience in Estate work or building maintenance;
 Good organisational and time-management skills – including the ability to prioritise work where necessary.
 Practical knowledge of Health and Safety processes and procedures and the ability to work effectively within these processes;

Desirable

 Demonstrable knowledge of vehicle and machinery operation and maintenance for e.g. off road vehicles, tractors, ATV’s, forestry winches, firewood processors, tractor mounted implements, chainsaws and brush cutters;

DIMENSIONS AND SCOPE OF JOB

Scale
 29,000 ha of land
 Britain’s largest National Nature Reserve
 Numerous designations including National Park, SAC, SPA, Ramsar and SSSI
 Significant built heritage including Mar Lodge, stable block offices, Derry Lodge plus 2 holiday cottages, workshop, biomass plant, 6 staff houses and 4 redundant buildings
 200 miles of footpath

People Management
 No direct line management, but working alongside or assisting the supervision of ‘work parties’ (of staff/volunteers) when required;
 Will have regular (daily) interaction with members of the public of all ages and abilities;
 Will have frequent interaction with suppliers and contractors.

Finance Management
 Not a budget holder.

Tools / equipment / systems
 Will be a frequent user of driven vehicle (if appropriately qualified) including: tractors ( with trailers and PTO implements ) timber forwarding equipment, 360 diggers, ride on rollers, ATV’s ( tracked and wheeled ) telehandler and other off road vehicles.
 Will be a frequent user of powered tool (if appropriately qualified) such as chainsaws, brush cutters, generators, drills, stone cutters, mowers etc.
 Will be a frequent user of tractor mounted (if appropriately qualified) equipment including; mowers, winches, firewood processors, snow ploughs etc.
 Will be a frequent user of hand-tools such as spades, mells, pinch bars etc.

Additional Information
⬧ For more information about the National Trust for Scotland’s manifesto and values, visit our website at www.nts.org.uk.

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.

Applications
Interested applicants should forward a completed application form to the People Services Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via workforus@nts.org.uk, by first post on 17th February 2023.

JOB TITLE:
Seasonal Retail & Admissions Supervisor

RESPONSIBLE TO:
Retail & Admissions Manager

RATE OF PAY:
£13.65 per hour (plus Annual Bonus Scheme and other great benefits)

JOB AIMS:

To Oversee the smooth & efficient running of the Retail & Admissions department daily, whilst ensuring that all legal and statutory regulations and responsibilities are met to maintain a safe working environment for our colleagues and visitors.
To manage a dynamic integrated team committed to providing a high standard of front-line service delivery whilst leading by example.
Will have input into the purchasing of retail stock, stock inventory & merchandising, skilled at managing multiple & occasionally competing priorities

PERSONAL ATTRIBUTES:

Exhibit strong supervisory and organisational skills
Be competent in use of Microsoft Office software to accurately produce documents and present information
Demonstrate strong administrative skills to create, maintain & update all required documentation
Have effective communication skills and be able to communicate and liaise with the other R&A Supervisors and team members, other departments, visitors, and suppliers.
Have an excellent working knowledge of Health & Safety, Risk Assessments, Liquor Licensing and Fire procedures
Have a strong knowledge of all aspects of disciplinary procedures and be confident in performing and assisting with these when required
Be able to promote a healthy working environment for the team by listening to, and encouraging their opinions and ideas
Exhibit excellent customer care skills and to lead by example
Be self-motivated and committed, approaching all tasks with enthusiasm
Be flexible, responding quickly, and positively to the ever-changing requirements of the business
Be able to develop and delegate within a team to achieve desired outcomes
Act on any complaints and follow through, communicating outcomes to the Retail & Admission’s Manager
Have experience of working with a diverse team
Be passionate about Training and sharing knowledge

MAIN DUTIES & RESPONSIBILITIES:

Lead by example and able to guide and train team members
Floor Management
Be competent in use of Microsoft Office software to accurately produce documents and present information
Develop your own skills as well as identify and develop the skills of others
Promote a healthy working environment for the team by listening and encouraging opinions and ideas
Develop a sense of accountability, ownership, and responsibility in team members
Assist with 1:1 reviews annually for all team members, both giving and receiving constructive feedback on their contribution to the business
Maintain and update Staff Training Logs with current legislation and procedures
Train & ensure the team comply with all statutory legislation with regards to Health & Safety & Liquor Licensing and maintain training records
Create and maintain up to date records for C.O.S.H.H. and ensure bi-annual training on this topic
Create and update Risk Assessments required for the department and ensure bi-annual training on this topic
Ensure the smooth running of the department and all areas of responsibility
Support a culture of continuous improvement within the operation
Implement departmental standards
Deliver a first-class visitor experience
Open and close all areas of responsibility, always keeping an awareness of security and safety of personnel
Ensure all banking’s and cash handling requirements are met by training personnel to adhere to security and cash handling procedures
Recommend and implement measures for improving work procedures and colleague performance to increase service quality and enhance job safety
Undertake customer service, sales activities, and any other activities in Reception, Retail & Bamboozeleum to ensure service standards are always met and sales opportunities maximised
Assist in the development of department objectives, targets, policies, procedures, and strategies
To collaborate with all other departments regarding Retail & Admissions in relation to other departments
Develop relationships with other supervisors and liaise with other departments to ensure best outcome for any joint ventures
Support all objectives set by the Retail & Admissions Manager