Organisation: The National Trust for Scotland
Salary: £28,228 Pro-rata, per annum
Location: 477B Lawnmarket, Edinburgh EH1 2NT
JOB PURPOSE
To provide operational coordination and supervision of catering, retail, visitor services, and events 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 in ensuring that the management objectives are achieved through excellent customer service. With delegated responsibility for catering, retail, events, and duty management, this role is often the “face” of the Trust to visitors and suppliers, directly influencing public perceptions of the Trust and 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:
Catering Operation
1. Lead with menu development and the preparation and presentation of a high-quality food and drink offer.
2. Ensure compliance with health and safety, food hygiene, food allergen, licensing, and environmental health standards, completing all related record-keeping.
3. Accountable for cost-effective stock management, ordering, storage, and wastage control.
Visitor Experience
1. Offer excellent customer service and ensure all members of the team do the same.
2. Support property-wide targets for completion of visitor surveys to understand more about our visitors.
3. Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues and emergency procedures, and providing relief cover as required.
Line Management of Visitor Services Assistants and Volunteers
1. Duty management and oversight/maintenance of the property.
2. Ensure the property social media is managed to generate interest, engagement, and help drive visitors.
3. Support informal learning and community engagement/outreach activity.
4. Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups).
5. Security of the Property, including:
1. Ensuring the completion of cash/till reconciliation.
2. Week-end reports and reconciliation.
3. Completion of banking and cash handling processes.
4. Health & Safety procedures, emergency procedures, and environmental procedures.
6. Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
7. Recruitment, induction, development, and management of all visitor services employees and volunteers to ensure they understand and are equipped to fulfill their roles to the required standards, feeling valued, respected, and supported.
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 works within the property’s ‘Safe System of Work’ to reduce the risk of incidents and accidents to volunteers, employees, and visitors.
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