Thank you for your interest in the post of Joiner with Historic Environment Scotland, based at St Ann’s Maltings, Holyrood. This is a permanent and pensionable appointment.
You will be involved in planning and organising minor joinery repairs within the Edinburgh region. This could range from replacing slip sills to the repair and maintenance of sash and case windows.
We are seeking a dedicated and detail-oriented Office Administrator to join our team on a temporary basis for 6 months, with the potential for the role to become permanent. This role encompasses the responsibilities of a Membership Officer, along with managing organisational mailboxes, responding appropriately to customer emails, answering telephones, and assisting the Accounts Administrator as needed.
The Office Administrator will play a crucial role in managing our membership database, enhancing member communications, producing a members’ newsletter, and maximising Gift Aid revenue for the Trust. This role is pivotal in ensuring our members have an enriching and engaging experience while supporting overall office functions.
JOB PURPOSE
This job is necessary to help the National Trust for Scotland properly care for the cultural landscape and natural heritage of the busy Culloden Battlefield & Visitor Centre, through directly carrying out skilled estate maintenance work including path maintenance, caring for the conservation grazing herd and scrub clearance. As part of the Culloden Cluster the Estate team also supports Abertarff House and Hugh Millers Birthplace Cottage.
The Estates team play a pivotal role ensuring that the Culloden Conservation Management plan is realised and that we ensure safe access for over 300,000 visitors per year.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Ensuring a high standard of health and safety practice is followed while undertaking practical maintenance and conservation at Culloden Battlefield.
Ensure you follow all relevant and appropriate Health and Safety Risk Assessments and activity procedures.
Complete all relevant Health, Safety and Welfare logs relevant to your work and ensure compliance with COSHH
Assist in delivery of all operations to ensure, where relevant and practical, the property is managed to reduce risk to the visiting public.
Have an awareness of specific environmental risks relevant to working on the property, e.g. Lyme’s disease.
Carry out essential estate maintenance to a high standard – this will include
Small scale repairs to fences, benches, gates and other countryside furniture
Using and maintaining equipment including fencing tools, brush cutters and woodchippers
Day to day care of the conservation grazing herd including cattle, goats and horses.
Undertaking conservation work while following guidelines and regulations around scheduled monuments and archaeological sites
Interacting with visitors at the site to communicate key visitor safety messages and act as a positive ambassador for the site and the NTS
Work with and supervise volunteers in a safe and responsible manner helping them to maximize their input to the work needed at the site and their enjoyment of the experience
Work across the Culloden Cluster supporting Abertarff House and Hugh Millers as necessary
Support community engagement projects and ecological surveys on site to improve landscape management
HEAD OF EUROPE: a new senior leadership role, responsible for the overall strategy and leadership of our European business
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***no agency contact***
Ian Macleod Distillers Ltd… ‘An international, entrepreneurial, brand-led, successful, sustainable and respected, family business’
We appreciate and value your interest in this opportunity with Ian Macleod Distillers. We own some of the world’s best loved brands such as Glengoyne, Tamdhu, Rosebank and Edinburgh Gin. If you haven’t already, please browse around our company internet pages and immerse yourself in our colourful history and sample the details of some of our exquisite brands. As we start to tantalise your taste buds and whet your appetite for a career here with us at Ian Macleod Distillers, you will really get to understand just why our team members and customers are indeed so passionate about all things Ian Macleod!
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Setting the scene
It continues to be a very exciting time here at Ian Macleod Distillers (IMD) and our business continues to move from strength to strength… you could say just like one of our own fine single malts! Due to our evolving commercial strategic vision, we currently now have an exceptional but rare to the market, opportunity for a senior sales and marketing expert to join us as we continue our exciting period of change and evolution.
Our newly created role of ‘Head of Europe’ will be the leadership driving force for our Ian Macleod portfolio across the region. We are now looking for a senior leader who will be responsible and accountable for the overall strategic direction and delivery of our very important European business. This role reports directly to our Head of International and is a significantly important commercial leadership role for the region with additional people management and leadership accountabilities. As a senior leader, this role will be responsible for formulating and executing the strategic vision for the region, implementing core commercial growth and marketing strategies, all the while aligned hand in glove with our Ian Macleod Distillers’ overall global vision.
Our new role will have overall accountability for our European P&L with a strong emphasis on positive and value add relationships with distributors. Successful measures for effective leadership in this role will be the adoption of a healthy, balanced and commercially positive ‘sell through’ approach, working closely with our key partners to foster ongoing positive relationships, helping build knowledge of our brands and supporting the in-market distribution growth and execution of our brand plans. This new regional head of role will be critical helping shift the dial and sharpen the lens on improving our ability to successfully maintain, harvest and grow our in-market sales and brand execution.
Our Head of Europe role will be the main driving force behind the future growth of Ian Macleod brands in the European market. We expect the successful candidates to be able to quickly and effectively deliver significant sales and positive brand development, achieved through authentic and commercially viable distribution partnerships and successes while maintaining integrity, professionalism, and family-rooted business values.
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Our ideal candidate
Our ideal candidate will be a true and authentic leader, someone who is an exceptionally strong and professional relationship builder and who is a strategic visionary. We are also looking for someone who is highly experienced and successful in sales, business development and marketing especially in the whisky and spirits sector, and within the European markets operating through third party distributors. We too are looking for candidates with proven ability to develop and execute strategic leadership, along with previous responsibility for P&L within the spirits sector. Highly developed commercial awareness, in particular, understanding margins, revenues and how to influence financial business health are all extremely important. The successful candidate will lead a small team and also be able demonstrate strong abilities to hunt down new business opportunities, and farm and nurture existing distribution to optimise rate of sale.
We expect the Head of Europe to be the driver and influencer of positive change, inspiring and engaging a team of multi discipline and skills across sales, ambassadorial and marketing functions, effectively communicating and collaborating across departments to create a high performing, dynamic, energetic and passionate team.
We are looking for a charismatic, gregarious and a consummate professional with a high level of customer empathy, obsessed about people engagement, development and leadership, fanatically goal oriented and impeccably honest and true. Our ideal candidate will also be someone who can work collaboratively. Being a self-motivated, hungry, and a self-starter with a proven track record of exceptional results within the spirits industry, and the ability to build and maintain value add relationships, with an aptitude for selling through distributor arrangements are all key. We too will be looking for candidates to have a solid commercial network across the specific region and be exceptionally comfortable working at pace, with agility and with flexibility in a curious, accountable and proactive manner. It is a hugely exciting opportunity to be at the forefront of Ian Macleod’s international business development, significantly contributing to the positive and dynamic commercial outputs of sustained, long-term, success across the European region.
Our new role will no doubt challenge even the most confident of senior leaders, but the personal and career satisfaction you will gain from continuing to build and evolve a successful European business channel here at Ian Macleod Distillers, will drive and spur you on to continue to challenge yourself and your team and keep bringing in the right results time and time again.
This role is remote based.
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Next steps…
If after reading through, you feel that this opportunity lights a fire, then we would love to hear from you! Please remember that you will need to clearly demonstrate how your skills and previous experiences are a perfect fit to what we are looking for. If you have all of what we are looking for combined with a positive, fun and engaging personality and attitude, then do get in touch!
To apply for this opportunity, head over to our careers website which can be accessed below. You will then need to create your own recruitment account with us and submit your application and CV. Along with your CV, you will need to answer some key questions and submit a tailored cover letter, clearly outlining why your skills and previous experiences are a perfect fit to what we are looking for! Your cover note is your opportunity to make yourself stand out from the crowd!
Please note, this is an open application window therefore we may close the advert at any point depending on the candidate applications received, so our recommendation is that you apply early to ensure you do not miss out.
***no agency contact***
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Proudly supporting the #OpenToWork movement.
Here at Ian Macleod Distillers (IMD), we are an equal opportunity employer and proud members of the Scotch Whisky Association, Drink Aware and the Portman Group. We have developed our ‘Responsible Spirits’ approach, also following best practice to help shape our commitment to wider social responsibility and industry standards and promoting responsible selling and consumption of alcohol.
V&A Dundee is Scotland’s design museum, and our mission is to inspire and empower through design. Our retail tagline is ‘Inspirational design curated in Scotland’.
We champion designers and our retail business is a platform for Scottish and international designers alike. To fulfil our vision and become a more sustainable organisation for the long term, we plan to grow and diversify our income and maximise commercial opportunities to support our public-facing design programme.
To achieve this, we want to build a destination design store, onsite and online, growing traffic and sales nationally and internationally, with the intention of becoming a platform for great design and a place to celebrate designers from Scotland and around the world.
Working in close collaboration with the Retail Manager and the Retail Stock Officer, this key role will look after our physical shop to meet our KPIs and commercial targets. Reporting to the Retail Manager, the Shop Officer manages the day-to-day running of the retail space and shop at V&A Dundee, focusing on delivering a truly exceptional retail experience. The role works daily in the shop to maintain excellent service, great sales, strong conversion rates and average transaction values to meet our sales plans.
The Shop Officer is responsible for day-to-day shop management, monitoring daily KPIs, foreseeing potential issues and viable solutions, making appropriate recommendations, and developing and implementing actions as necessary.
Accountable for coaching and mentoring our Retail Assistants to improve selling skills and service levels, alongside shop presentation and replenishment.The shop officer manages their team’s schedules to include and deliver all E-commerce fulfilment.
To view the full job description please click view on website below.
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 post holder will be part of a wider team of employees and volunteers, helping to support the property where necessary.
The role is 40 hours worked over 5 days per week and will include weekend and evening working to support events and property tour program.
A driver’s licence and access to vehicle is preferred due to the location and accessibility of the property.
KEY RESPONSIBILITIES
To carry out a wide range of collections care duties as directed by the Visitor Services Supervisor of Collections Care in line with current NTS best practice standards:
To assist with the organisation and supervision of the movement of objects under the direction of line mangers.
To be systematic and methodical in record-keeping, documentation, and any other administrative needs of the job in accordance with NTS policies.
To help identify those items at risk or requiring specialist attention/remedial conservation and bringing to the attention of the Regional Conservator for Edinburgh & East.
To undertake housekeeping tasks to ensure standards of care are maintained within the property.
To undertake necessary cleaning of non-collection areas and associated buildings, meeting the standards agreed by line managers.
To liaise, under the direction of the VSS Collections Care, with any contractors working onsite to ensure the collections physical security and those working do not contravene Health and Safety legislation.
To be vigilant at all times to the presence and condition of all historic interior surfaces, decorative elements and collection items in situ and to report accidental damage to the collections management team.
Visitor Services / Events
Ensuring site is ready to open and welcome visitors by the set opening time.
To aid property staff and cluster collections care staff in creating and providing specialised public tours and events of the property.
To assist with the set-up, stewarding and breakdown of events in liaison with your line manager.
Collection’s conservation engagement through participating in public programmes such as Conservation in Action, to promote an understanding of preventive conservation and collection care works.
Work with collections care volunteers and take an active role in staff and volunteer training in liaison with your line manager.
To support staff and volunteers in the seasonal running of the property, when required, by welcoming visitors and undertaking administrative duties to ensure the delivery of a continuously high standard of visitor care.
To provide information to visitors about the site, its history and collections, events and tours.
To promote the National Trust for Scotland brand via the membership scheme, events and promoting other NTS properties.
Health and Safety
To use personal protection equipment as provided and directed by your line manager.
To ensure the site meets with Health and Safety legislation in liaison with your line manager.
This job involves good manual dexterity, lifting and carrying heavy materials and collections, working at height and the use of ladders & scaffold towers.
This is an exciting and interesting role which contributes to the smooth and efficient running of one of the National Trust for Scotland’s busiest visitor attractions Mackintosh at the Willow
Through the provision of administrative support and excellent customer service, you will act as the first point of contact for internal and external enquiries, play a key role in team communications and coordinate many other property processes and systems.
The role requires positivity, flexibility, strong organisational skills and an attention to detail, with responsibilities covering finance, and public-facing activities.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Coordinate income reports and cash-handling processes for Mackintosh at the Willow, including weekly sales and visitor statistic recording, and the reconciliation of tills and petty cash, plus additional monthly and year-end activities.
Become a super-user of the Trust’s online finance management and purchase order/invoice system, providing ongoing support and advice to other team members, and liaising with the NTS finance team to investigate issues as they arise.
Contribute to clear internal communication and team cohesion across the properties by sharing important messages, news, and policy updates, as requested, through a variety of channels, including emails, shared calendars, staff notice boards, and arranging and recording team meetings/action points.
Provide excellent customer service as the first point of contact for enquiries and correspondence from colleagues, visitors, local community, partners and suppliers via mail, email, telephone, social media, and other online platforms.
Support event, travel trade and venue hire & education activities – including the set-up of online bookings via Eventbrite, hospitality booking system and email. Assist in the coordination of events on site.
Work closely with the Operations Manager, General Manager and Heads of Department on establishing and maintaining strong, consistent administrative routines – from enforcing office housekeeping standards to the replenishment of supplies like stationery, first aid kit and uniforms.
Collate and process new Membership forms onto the NTS portal.
Assist with gathering photo and story content for marketing purposes, helping schedule social media posts and ensuring our on-site information posters and resources are kept up to date.
Oversee the property’s electronic and paper filing systems and archives to ensure they are organised, easy to navigate and meet the requirements of data protection legislation (GDPR) and the Trust’s data retention policy.
Support the cyclical update of property health & safety systems, including notifying team of risk assessment review dates and compliance record-keeping.
Offer a flexible administrative service to all managers and their teams as required.
Support Operations Manager, VSMs and HODs with compliance record keeping for the property
Assist with general visitor services departments to provide relief cover, including catering & hospitality, retail, housekeeping, admissions, and events as required. Full training will be given across each area.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Visitor experience
Offer excellent customer service and ensure all members of the catering team do the same.
Delivering high standards and a consistently warm welcome within the catering department
Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing and security of buildings, addressing issues and emergency procedure and providing relief cover, as required.
Catering operation
Plan, prepare, cook, and present food of the highest quality and standard.
Ensure that food is prepared and served in a timely manner.
Lead with menu development ensuring 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.
Accountable for cost-effective stock management, ordering, storage, and wastage control.
People management
Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.
Prepare catering rotas and holiday allocation to meet business needs.
Work closely with specialist advisory colleagues, i.e. our Trust-wide Catering Development team
Instill a Health & safety and Environmental health culture throughout the catering operation
Finance Management
Share responsibility for achieving the catering budget together with the F& B 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 F&B Manager with menu costing and stock-taking.
You may have delegated tasks within other departments, and you will understand and help deliver the overall property business plan
This role is one for which the duties, responsibilities or accountabilities of the role require you to undertake a criminal records check, specifically a Standard Disclosure.
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
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.
PURPOSE OF THE ROLE
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.
KEY RESPONSIBILITIES
As directed by the Visitor Services Manager 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.
Work with your line manager to allow visitors to interact directly with the objects on display whilst ensuring that their condition is monitored and maintained.
Keep up to date and accurate conservation records.
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.
Assist with collections care at other cluster properties, if required.
Eden Scott is delighted to be working in partnership with The R&A who promote professional championships including The Open, The Senior Open and the AIG Women’s Open, elite amateur events, international matches, and rankings.
The R&A, through R&A Rules Ltd, governs the sport worldwide, outside of the United States and Mexico, on behalf of over 36 million golfers in 144 countries and with the consent of 158 organisations from amateur and professional golf.
An exciting opportunity has now arisen for a dynamic and experienced professional to join the R&A in a newly created role, that of Catering Operations Manager.
This role will lead on the annual planning, logistics and implementation of catering operations for the Championships, collaborating with internal and a wide variety of external stakeholders. You will facilitate the delivery of catering operations at the championships to an industry leading world class standard, in line with agreed tolerances, departmental and organisational aims and evaluate all services, contractors and working processes through the creation of meaningful data that is then used to positively influence future strategy.
Key responsibilities:
Lead on the planning, scoping, and management of catering operational delivery of the championships, over a 12–24-month period, in liaison with a variety of internal and external stakeholders to deliver catering operations that lead the industry.
Collaborate with the functional leaders of catering and staging and work within the delivery team on the creation and design of internal operational layouts for the various structures and catering facilities onsite. Working closely with internal and external stakeholders, making recommendations and site layout decisions as required.
Lead on the appointment of caterers, when required, including the management of tender processes and associated legal/contractual agreements.
Manage all staffing requirements pre-during and post championship this includes partnering with internal and external specialists to ensure that appointments are made, induction and all trainings are completed in line with organisational, brand, and statutory requirements that allows effective catering delivery and leverages net promotor scores.
Oversee all catering requirements and menu design, ensuring the catering provision meets the requirements for the wide variety of championships consumers (e.g. players, spectators, hospitality guests, VIPs etc.).
Manage the appointment of external contractors to deliver the catering infrastructure and interiors build and de-rigging phases with approval, scope new contractors, negotiating terms and scope of works when necessary. Work with the delivery team onsite at host venues to direct, oversee and supervise the extended catering infrastructure build and de-rigging phases, and through effective collaboration and detailed planning ensure all contracted work is completed to the agreed schedule, on budget and in line with relevant Health and Safety and other legislation. Act as an escalation point for contractors when operational issues arise and for any operational issues during the championships.
Build and maintain close working relationships with stakeholders across the business, primarily but not limited to the Commercial Hospitality, Partnerships and Staging teams, external multi agency partners and host venues to ensure the coordinated delivery of the championships’ strategy.
Lead planning meetings with external suppliers/contractors/partners and internal stakeholders, where required and onsite at host venues throughout the planning phase, following up on resulting actions and preparing minutes / planning documents.
Be the point of escalation for catering operations issues at the championships, where required, providing expertise and resolving simple to complex queries, escalating where appropriate to the Head of Catering Operations, internal or external stakeholders.
Support line and senior management in the review and evaluation of catering operational delivery, proactively identifying opportunities for continuous improvement. Provide relevant recommendations to contribute to the development of the long-term Championship strategy, associated goals and operational plans.
Applying candidates must have the following experience:
Significant experience working in a major event catering environment ideally for an established event caterer and preferably with greenfield site experience.
Strong project management skills and/or a project management certification
Strong project management skills
Experience in a similar role liaising with high profile individuals, service providers, contractors and managing customer experiences.
This role can be based on a hybrid model, commutable to their St Andrews office on average three days per week, this role will also involve occasional travel within GB&I and will involve being away from home for short periods of time throughout the year.
Salary indicative of the caliber of candidate they seek with generous company benefits.
Eden Scott is working exclusively with The R&A, so to be considered for this exciting opportunity with a truly iconic employer, please submit your CV online and for an informal chat or to receive the full role information pack and job description please call Sally on 07776 662506.
PURPOSE OF THE ROLE
As a Collections Care Assistant, you will be responsible for the planning and day-to-day care of collections, along with managing reactive situations and support with long term planning at (insert property name)
The post holder will be responsible for ensuring that best preventive conservation and collections care practices are followed through the implementation of an effective collections care regime in line with Trust policies and procedures.
The role will include engaging with visitors about the collection care work of the National Trust for Scotland when undertaking cleaning activities in the house but also work with events team to develop collection based educational events for children and adults.
The post holder will also work closely with the function and event team ensuring all functions and events are operated in such a manner as to minimise risk to the collection without compromising the event itself.
The post holder will be part of a wider team of employees and volunteers, helping to support the property where necessary.
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 conservation-cleaning of the collections following best-practice at all times and general housekeeping duties throughout the House and other buildings.
Specific duties include:
Manage Integrated Pest Management, Environmental Monitoring & Control Systems, Housekeeping Plans and collections handling and protection, collections management processes; proactively action reported recommendations for treatments and improvements.
Carry out conservation cleaning of collections including conducting a deep clean over the winter period.
Member of the properties senior operational team assisting with duty management cover.
Recruit and manage a volunteer collections team.
Develop new specific volunteering roles within the collections team such as textiles, storage, research, and visitor engagement.
Create and lead on a regular events schedule for collection themed events, showcases and workshops.
Develop educational opportunities for all ages through children’s activities, specialised workshops and interactive tours.
Work with external educational and community groups to create specialised events and grow visitor numbers.
Grow and improve current interpretation of the castle’s history and collection.
Working closely with the regional conservator to carry out remedial conservation on the collection.
Provide training to staff on safe handling of collections, information relating to collections and relevant historical information.
Lead on the use of Trust systems to monitor the condition and security of the collections and interiors across the cluster ensuring any damage, deterioration or threats to the collections are promptly reported and mitigated.
Lead on the collections care aspects of functions, events, filming, building works and general visitor experience improvements across the cluster. Work with other property team members to ensure that the care of the collections and interiors is not compromised.
Work closely with the Regional Conservator to improve and develop the collections care and preventive conservation practices across the cluster and to assist in remedial conservation as required.
Work closely with the Regional Curator to assist with the presentation, interpretation and access to collections and interiors.
Work closely with the Collections Services Team, to ensure that the Trust’s object movement and location audit procedures are maintained, updated, and adhered to so that location inventory information remains accurate. Completing room audits and ensure condition checks are carried out.
Work with the regional curator to update records, improve visitor experience through the layout and interpretation of the collection.
Work closely as required with the Trust’s Registrar (Loans & Disposals) to ensure the safe management of all long loans in and temporary loans in and out of properties in the cluster;
Liaise with the Trusts Archivist to conduct research and to maintain and care for the property archives.
Develop knowledge and understanding of the collections and be a passionate advocate for widening access and engaging visitors;
Work with the wider estate to create a holistic and richer visitor experience.
The National Trust for Scotland is passionate about Scotland’s heritage, we are here to make a difference to what makes Scotland so special. Brodick Castle, Gardens & Country Park comprises of gardens, woodlands and waterfalls, a grand baronial castle and estate, and Woodland café, park café, gift shop and holiday lets. Set in the picturesque town of Brodick on the Isle of Arran, Brodick Castle is Britain’s only island country park. This heritage site attracts visitors from far and wide so as Visitor Services Manager (VSM), you will be someone who enjoys a varied and dynamic working environment.
As Visitor Services Manager you will be responsible for supporting the operational leadership, optimisation of property facilities and services and the smooth running of the property, gardens and country park. Specific areas of responsibility include:
People Management of Staff and Volunteers.
Financial Sustainability.
The Conservation of the property and its contents.
Promotion of heritage related to the property.
Visitor enjoyment.
The National Trust for Scotland prides itself in visitor service excellence, therefore, the Visitor Services Manager will have a passion for customer service and visitor experience to ensure staff and volunteers exhibit high levels of service for our visitors. This extends to all areas of Brodick Castle, Gardens and & Country Park.
JOB PURPOSE
The Visitor Service Manager is a hands-on role, supporting the Operations Manager to ensure close collaboration between operational teams and central teams, namely, retail, membership, collections conservation and curatorial. The Visitor Services Manager has first line responsibility for all retail sales, admissions income, Food and Beverage sales, NTS membership and visitor data at Brodick Castle as well as the care for Brodick Castle and collections.
This includes supporting the Operations Manager to ensure the highest standard of service and experience is offered to our visitors through all responsible areas. The post holder will lead retail, hospitality/events and membership teams to exceed sales budgets through exceptional customer service training, merchandising, upselling and experiences. This role will also lead a team looking after the Castle and its collections, supporting the curator and conservator to ensure the highest standard of collections care is delivered and engage with our visitors through written and people led interpretation.
The Visitor Services Manager will ensure that all managed departments are safe, secure, clean and comfortable environments in which staff, students, and volunteers can effectively work, and visitors can enjoy. Weekend working is required, and the post-holder will be expected to work flexibly, taking time off in lieu, in accordance with Trust policy.
As a key member of the wider management team at Brodick Castle the role will work with the team to deliver an overall visitor experience strategy, promoting good communication across the property and a joined-up service provision. This role will be part of the property leadership team and will act as Duty Manager for the property on a rota basis.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Retail and Membership
You will be responsible for setting and achieving stretching budgets across visitor services departments as well as food and beverage/events and key KPI’s.
You will effectively plan and grow income and profitability as well utilising NTS tools to control costs.
You will develop business plans across visitor services departments, food and beverage, key KPI’s and castle/collections, ensuring teams have exceptional product knowledge and the skills to deliver amazing days out.
You will monitor results regularly and take necessary action to achieve budgets, working with central support teams when required.
You will create a great environment for your team of staff and volunteers to work.
You will develop and coach teams, driving strong performance through setting clear objectives.
You will lead a culture of amazing service and will monitor through regular reviews.
You will maintain the highest level of visual merchandising.
You will lead and advocate for a culture of amazing customer service and experiences.