Jobs

Summary

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.

Application Deadline: Sunday 29/09/2024