Full Time

The Visitor Services Supervisor – Events will develop and drive an exciting calendar of in house and third-party events with the aim of increasing visitor numbers, generate income and deliver educational and engaging events across the site. They will work closely with the VSS – Weddings to drive hospitality in its corporate and commercial capacity (weddings, private hire and corporate events).

The Visitor Services Supervisor plays a pivotal role ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for functions and events, is the “face” of the Trust to visitors and corporate/private-hire clients. As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

The successful candidate will sometimes be expected to work long and unsociable hours. They will be outgoing, assertive, and approachable with a flair for innovative ideas.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Hospitality & Event Management:
o Develop and promote – in conjunction with the Visitor Services Manager – a program of special events that demonstrate a “return on investment” to contribute to the property’s financial sustainability as well as generating visits.
o Undertake direct and indirect interaction with third party events companies, corporate/private-hire clients, and those attending events; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care.
o Ensure that efficient arrangements are made for the property for weddings, events, and corporate/private hire.
o Coordinate, supervise, and personally participate in the staffing of corporate/private-hire functions and events with the advice and support of specialist/advisory staff and volunteers.
o To act as Duty Manager on a shared basis, which will involve weekend and evening work.

• Planning and operational delivery:
o In conjunction with the Operations Manager and VSM, create and deliver a plan for achieving relevant financial targets and strategic objectives.
o Continue to expand and develop the ongoing three-year event plan
o Maintain and record all communications pertaining to all functions and events, such as keeping the event booking system up to date, dealing with emails and informing the property team of planned activities. Co-ordinating with all departments to ensure an efficient delivery of customer services during functions and events
o Execute the functions and events in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
o Ensure that access arrangements to the Castle (in particular) are coordinated with the Visitor Services Manager – Visitor Experience & Collections Care Assistant, and are consistent with the Trust’s policies and procedures for collections conservation and management, and buildings repair and maintenance on the advice of its specialists (e.g. Conservators, Curators, Building Surveyors).

• People management:
o Liaise with new and existing stakeholders and initiate partnerships to increase awareness 0f Brodie Castle and Estate as well as the NTS.
o Build relationships of trust for all clients from inception to delivery to provide exceptional customer service.
o Supervise services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensure the safety of staff, volunteers, visitors and others.

• Business Management & Administration:
o Support colleagues to deliver events and programming across the site which meet their financial and engagement targets. Ensure that the administration activities for Corporate/private-hire business and Events at the property are carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety, finances, exchange of contracts and general correspondence/record-keeping etc.

• Health, Safety & Environmental (HS&E) Management:
o Demonstrate responsibility and accountability for H&S relating to Corporate/private-hire business and Events, embedding the Trust’s “Safe System of Work” and through active management of procedures (Risk Assessment, CoSHH, HACCP, RIDDOR, reporting), people (staff, volunteers, visitors), tools/equipment, and the site itself.
o Demonstrate responsibility and accountability that Corporate/private-hire business and Events 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.

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 and coordination skills
• Sales experience with the ability to negotiate effectively
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions
• Excellent team-worker with the ability to work constructively between different teams, and lead/motivate others
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands
• Excellent interpersonal and communication skills combined with confidence in dealing with a wide range of internal and external customers
• Hard working and willing to keep a flexible work pattern.
• The ability to think and act quickly when confronted with emergencies
• Competent user of Microsoft Office products
• A willingness to work with and support other departments as and when the need arises

The post is responsible for providing a consistent, high standard of housekeeping duties in connection with the care, conservation and presentation of Brodie Castle.

KEY RESPONSIBILITIES

The Collections Care Assistant is responsible for a wide variety of duties in connection with the care of the property. These duties involve the correct handling and preventative conservation /cleaning of the collection and general housekeeping duties throughout the property. The post holder will actively support the Trust’s conservation programme and undertake all duties to the highest levels of care.

Specific duties include:

• Delivering excellent customer care to foster a friendly and welcoming atmosphere for visitors, staff and volunteers. Working in harmony with other colleagues and departments in the property.

• Preventative conservation/cleaning of the collections, including historic and delicate items, using property-specific cleaning plans and approved methods, materials and equipment.

• Operational, day-to-day cleaning of all areas as necessary, including vacuuming, dusting, sweeping etc.

• Monitoring the condition of the collections, both through routine informal checks and formal record keeping.

• Adhering to the Trust’s Integrated Pest Management strategy and assisting carrying out required pest control treatments.

• Assisting with collection care to facilitate functions and events, ensuring safe handling, moving and storage of collections and implementation of appropriate preventative measures.

• Working with collection care volunteers.

• Following Trust policies regarding Health and Safety, Environmental Sustainability and Collections Care.

• Commitment to the development of personal and professional skills. Attendance at relevant workshops/ training sessions.

The current duties of this job do not require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF JOB

People Management
• Not a line manager but will be expected to work with staff and volunteers at the property – assisting with collection care and conservation tasks.
• Will work as part of the property team, communicating with and taking direction from the Duty Manager and Visitor Services Supervisor Collections Care.
• Will also have occasional interaction with other technical/specialist advisory colleagues based in other NTS locations and departments and with external contractors.

External Relationships
• Requirement to communicate and present conservation and collection care activities to visiting members of the public.

Finance Management
• Not a budget-holder.

Tools/equipment
• Will be a frequent user of conservation-cleaning materials and equipment which must be used safely and be maintained/kept in working order.

SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential
• An interest in the National Trust for Scotland and its core values.
• An understanding, or keen interest in heritage, historic properties and preventative conservation.
• Good manual dexterity and ability to lift/ carry heavy materials and collections as well as the ability to work from ladders.
• Excellent communication skills and a friendly, professional manner.
• Ability to work within a team or independently, with minimal supervision to a high standard.
• Ability to be flexible adapting to working patterns and tasks.
• An awareness and understanding of the careful approach required when working with fragile historic interiors and collections.
• Ability to manage time efficiently.
• Awareness and understanding of the security issues, both personal and property specific.
• Ability to be proactive.
• Commitment to professional development and training.

Desirable
• Experience in collection care within a museum or historic environment.
• Experience in housekeeping.
• Experience of working with volunteers.
• An understanding of health and safety legislation and collections emergency procedures.
• Proficient user of Microsoft Office software.

Hours: Full or Part Time Roles Available. Flexible hours available to fit in with school drop-offs/pick-ups if required.
Duration: Permanent or Temporary Roles Available
Pay: £11.50 per hour

Want to join a friendly, flexible team?

Why work for us:

– 10% employer pension contribution (no employee contribution).
– Flexible hours.
– Competitive rate of pay.
– Life Assurance.
– Complimentary tickets.
– Staff discount in the Britannia Gift Shop, Royal Deck Tea Room and The Lighthouse Restaurant & Bar aboard Fingal.
– Free car parking.

Key responsibilities will include:

– Ensuring that the Britannia tour route and visitor centre are cleaned to a high standard and maintained throughout your shift.
– Safe use and storage of all equipment and chemicals required to maintain the cleanliness of the tour route and visitor centre.
– Assisting with any other duties, as required by the Housekeeping Team Leaders and Visitor Experience Managers.
– The ideal candidate will be committed to delivering high standards in Housekeeping, have a friendly, can-do attitude and a desire to help and assist staff and visitors alike.
– No professional cleaning experience required as full training will be provided.

How to Apply:

Please send your CV, or an email, and tell us a bit about yourself and why you are interested in joining us to: recruitment@tryb.co.uk or postal applications to:

Sarah Thomson
Visitor Experience Manager
The Royal Yacht Britannia
Ocean Drive
Leith
Edinburgh
EH6 6JJ

No agencies please.

Please note, due to the volume of applications we receive, we are unable to respond to unsuccessful candidates.  If you have been selected for interview you will be contacted directly.