Area Visitor Services Manager
Organisation: Forestry and Land Scotland
Salary: £28,678 - £30,762 plus benefits
Location: Fort Augustus
Forestry and Land Scotland (FLS) is an agency of the Scottish Government, and manages Scotland’s national forests. Nationally, we are a major provider of outdoor recreation opportunities across Scotland and we host around 10 million visits each year. The work we do makes a significant contribution to the local and national visitor economy as well as ensuring our national forests deliver a wide range of social benefits.
This post covers sites in the west of the North Region, covering the beat areas of Wester Ross, Urquart / Affric and Loch Ness. This includes the iconic Glen Affric National Nature Reserve, woodlands around Loch Ness and woodlands on the islands of Skye and Raasay.
We are looking for an enthusiastic, motivated and experienced recreation manager to help us plan and deliver high quality visitor experiences in some of Scotland’s most popular and beautiful areas.
Visitor Facilities Management
Work with colleagues to provide a high quality visitor experience, in a safe and cost effective way:
• Specify and monitor routine safety checks for your sites; support colleagues as necessary to carry out these checks;
• Specify and monitor routine maintenance work for your sites; liaise with colleagues to support standards;
• Specify project work for your sites to maintain and develop high quality recreation facilities: create work plans as needed and work closely with delivery colleagues to get this work done;
• Directly manage buildings in your area as agreed including the Glen Affric toilets, Kylerhea toilets and Kylerhea Otter Hide;
• Work with the Regional Visitor Services Manager, Commercial Recreation Manager and Area Land Agent to manage recreation leases in your area;
• Work with other Area VS Managers to create a regional standard across all areas of delivery;
• Monitor expenditure and income throughout the year, flagging up issues to the regional Visitor Services Manager. Provide a quarterly report in advance of the business monitoring review;
• Facilitate recreation-related events via the permissions system, following FLS guidance.
Visitor Experience Planning
With support from the regional Visitor Services Manager and national staff, use visitor experience planning to ensure your sites continue to improve and evolve, to effectively meet Scottish Government objectives and the needs of our target audiences:
• Complete an annual visitor experience planning exercise for each of your sites and review the trail portfolio analysis. Prioritise key sites to inform the business planning process;
• Monitor and act on visitor data for your destinations, through site counters, visitor studies, digital channels etc;
• Work with our landscape architects, civil engineers and delivery colleagues to specify, design and cost work needed;
• Assist the regional Visitor Services Manager in building a costed 2 year work programme for the North Region; provide relevant information the end of July;
• Input proactively and positively to the Land Management Plan reviews and revisions, representing visitor services interests. Take responsibility for VS actions required. Attend meetings as needed and discuss issues with regional Visitor Services Manager;
• Input proactively and positively to relevant sections of all Work Plans, representing visitor services interests. Attend meetings as needed and discuss issues with regional Visitor Services Manager.
Lead your staff (currently one ranger) in a positive and supportive way:
• Manage your local visitor services staff by agreeing clear responsibilities and work programmes, in line with regional and national priorities;
• Promote a high level of customer focus and high standards of delivery amongst staff;
• Monitor and support skills and knowledge development for staff, through coaching and access to training.
Representation, Communication and Team Working
Represent FLS and the work of the Visitor Services team in a positive and professional way:
• Work positively and proactively with customers, stakeholders, communities, businesses and partners;
• Represent FLS at community, business, partner and stakeholder meetings;
• Deal promptly and helpfully with any enquiries and complaints;
• Deputise for the regional Visitor Services Manager as required;
• Develop strong and positive relationships across the region and promote excellent internal communications;
• Support local and national web editors by providing timely and accurate updates as needed;
• Engage positively with regional duties e.g. fire duty;
• Contribute to building a culture of one team with regional and national staff.
Projects, Opportunities and Innovation
Look for opportunities to develop and improve what we do, and how we do it:
• Keep up to date with local, regional and national developments in tourism and recreation;
• In line with national strategy and regional plans seek out new ideas, opportunities and projects to develop the business within your area: revenue opportunities, partnerships and enhanced experiences;
• Develop ideas to improve our financial bottom-line.
Health & Safety, Wellbeing and Equality
Health & Safety, Wellbeing and Equality should be part of our normal working procedure and practice:
• Promote a safety-first culture in all aspects of the role: a safe and healthy environment for visitors and staff, in line with corporate standards and industry best practice;
• Use the lone worker safety system as appropriate;
• Report all accidents and near misses via the SHE Assure system;
• Check all VS site risk assessments and update as necessary;
• Ensure appropriate checks are being carried out, and appropriate records are being kept for your sites;
• Champion inclusive practice and consider equality issues in all visitor experience planning; seeking ways to ensure our visitor profile more closely matches the diverse make up of Scotland;
• Challenge outdated thinking to improve both the service delivered to our customers, and the efficiency of our business;
• Take responsibility for your own wellbeing, and seek support if needed.
For more information and to apply, please visit our website:
Please quote ref 128849
Closing date: 22nd August 2021, 23:55
Application Deadline: Sunday 22/08/2021