Visitor Services Manager

Organisation: The National Trust for Scotland

Salary: £26,365 - £29,128 pro-rata, per annum

Location: Branklyn Gardens


You will be responsible for the operational delivery of the café and shop at Branklyn Gardens. Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable. You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the site and a joined-up service provision.


Visitor Catering and Retail Experience
 Overall responsibility for the management and delivery of the catering and retail facilities at Branklyn.
 Responsibility for setting rotas and managing volunteers in the catering and retail areas along with the input of timesheets.
 Ensuring innovative ideas and current trends in catering are constantly being delivered in all outlets on site.
 Setting objectives and being responsible for the overall, day-to-day running of the operations.
 Leading and managing a team of staff; managing performance, recognising training needs and potential as appropriate.
 Managing budgets – ensuring that, as a minimum, the financial targets agreed with the Operations Manager are met.
 Work with a specialist to devise, cost and source menu items and consistently looking at ways of maximising income through effective purchasing and creative merchandising.
 Regularly monitoring customer feedback, Mystery Visitor and Visit Scotland Audits and develop suitable action plans based on the results.
 A good knowledge of baking to ensure the consistency of home baked goods on offer in the tearoom.
 Being visitor/customer focused by being visible, approachable, and quick to exceed expectations in fulfilling customer needs.

Health & Safety, Food Safety, the Environment
 Ensuring that the operation meets statutory requirements of Health and Safety, Food Safety and Environmental legislations and procedures.
 Conducting Food Safety and Health and Safety Risk Assessments and ensuring that all standards and procedures with regards to Hygiene and Safety are established.
 Recording and reporting all accidents within the location, adhering to location and company procedures.
 Ensuring all equipment is well maintained and is in good working order.
 Making recommendations for renewal and replacement of equipment when required.
 Establishing and maintaining location cleaning schedules.
 Ensuring that all Trust procedures and work instructions are fully understood and practiced by all employees.
 Promoting and encouraging environmental improvement initiatives as appropriate within the business.

General Responsibilities
 Managing food and beverage and retail operations including the following:
o staff and volunteers (recruitment, induction, development, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards.
o budgets (setting, phasing, monitoring, pro-active and re-active adjustments) such that finances are sustainable within the context of the wider property budgets.
o health, safety and the environment in line with stated Trust policies and approaches to ensure the health and welfare of staff/volunteers and visitors.
o recognition of the Trust’s Environmental Policy with respect to sustainable activities, including energy and water use, recycling, use of “environmentally-friendly” products for e.g. cleaning regimes, food-miles and waste etc.
o daily, weekly, yearly and longer-term operational workplans and reporting in the context of the properties’ statements of significance, budgets and action plans (and contribution to these action plans) to ensure that activities are prioritised and planned to optimise the use of resources.
o administration to enable all activities within the post holders’ remit to be undertaken and recorded efficiently within Trust policies and procedures.
o To be responsible for admissions and membership sales
o To ensure compliance with personal and staff training requirements
 Undertake other duties as and when required to support the overall operation of Branklyn Gardens as instructed by the Operations Manager.



 To hold, or, have the ability and willingness to hold a Scottish Personal Licence Holder’s Certificate and Personal Licence.
 A full clean driving license valid for the UK and access to a vehicle suitable for use on Trust business (with appropriate business insurance).
 To hold, or, have the ability and willingness to hold a PVG disclosure.

 A hospitality or events qualification or equivalent experience.


 Experience of catering and retail management.
 Used to an ethos of target-driven assessment, with demonstration of results.
 Significant previous experience in a customer facing, service environment.
 Significant experience managing, leading, coordinating and developing a team with varying remits and professional competences.
 Previous experience of developing projects for specific areas of work/ improvement.
 Demonstrable skills in successful budget and financial management, combined with clear evidence of commercial awareness and previous sales experience.
 Excellent interpersonal and communication skills and confidence in dealing with a wide range of staff, visitors and other stakeholders, with a friendly, confident manner.
 Experience in managing people and projects within a complex stakeholder environment.
 Strong knowledge of Microsoft Office applications: Access, Excel, PowerPoint, Word.
 Ability to manage time efficiently and effectively in an environment of changing priorities.

 An understanding and experience of food and beverage and retail operations within an historic/heritage environment.
 A genuine understanding of, and belief in, the work of the National Trust for Scotland.

Application Deadline: Friday 02/12/2022