Visitor Services Manager
Organisation: The National Trust for Scotland
Salary: £33,702 - £37,281 pro-rata, per annum
Location: Gladstone's Land
You will be responsible for the operational delivery of the visitor experience, café and self catering accommodation at Gladstone’s Land on Edinburgh’s busy Royal Mile.
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.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
You will lead a team to support the overall experience at Gladstone’s Land – visitor experience, café, retail and holiday accommodation:
Driving Gladstone’s Land to achieve its financial targets, maximising income and profitability, using the Trust’s procedures and instructions. You will strive to be efficient and ensure cost effectiveness in all the work you do.
Developing and delivering a programme of stories and events within Gladstone’s Land in collaboration with the Operations Manager and Curator.
You will be responsible for monitoring and maintaining the deterioration of the collections with the collections care team, including monitoring environmental controls and cleaning programmes.
Create a culture of ‘exceptional service, every time’. Delivering high standards and a consistently warm welcome within Gladstone’s Land.
You will ensure high standards of presentation across the property, you may have delegated tasks within other departments and you will understand and help deliver your overall property business plan.
Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required.
Work closely with other VSMs in the Edinburgh cluster properties to join up the story telling across all sites.
Staff and volunteers – (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to.
Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.
Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager) to ensure that the finances are sustainable within the context of the wider property budgets.
Managing visitor-related buildings and facilities (e.g. visitor experience, café, retail and admissions, self-catering accommodation).
Ensuring that the longevity of the Trust’s buildings and fittings are maximised through appropriate maintenance and/or replacement regimes;
To ensure that the property meets statutory and company requirements of Health and Safety, Food Safety and Environmental legislations and procedures including Waste Disposal and Allergens.
Adhering to the sale of alcohol legislation, being a Premises Manager.
SKILLS, EXPERIENCE AND KNOWLEDGE
NVQ3/BTEC/City & Guilds/HND/Degree or equivalent experience.
Ability to work ‘hands-on’ – including in the kitchen/retail and admissions areas – alongside the team members, demonstrating the customer service skills required of all staff.
Experience in a hospitality environment.
Hold a valid and recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License.
Intermediate Food Hygiene Certificate or above.
Current driving licence.
Application Deadline: Friday 16/12/2022