Visitor Services Supervisor

Organisation: The National Trust for Scotland

Salary: £24,252- £25,877 per annum

Location: The Georgian House (Edinburgh)

To provide operational coordination and supervision of retail, visitor services, functions and events, in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved. The Visitor Services Supervisor will also provide administrative support in the running of the property and share Duty Manager shifts.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for retail, events and duty management is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
• Visitor services, events and retail offer (including ordering, merchandising, sales targets)
• Supervision of Visitor Services Assistants and large team of volunteers
• Duty management and oversight/maintenance of the property
• Ensure the property social media is managed to generate interest, engagement and help drive visitors
• Help deliver the schools programme to meet the targets for number of visits, revenue generated
• Support the informal learning and community engagement / outreach activity
• Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups)
• Security of the Property
• Health & Safety procedures, emergency procedures, and environmental procedures
• Deputising for the Visitor Services Manager on-site and off-site as required
• In conjunction with the Visitor Services Manager supervise, and personally participate in the staffing of corporate/private hire functions
• In conjunction with the Visitor Services Manager expand, promote and supervise the events and arts/exhibitions programme

Responsible for day-to-day financial administration at the property, including
• Ensuring the completion of Cash/till reconciliation
• Week-end reports and reconciliation
• Completion of the banking and all cash handling processes

Supporting the Visitor Services Manager with
• recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.

Working closely with the Visitor Services Manager to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

Instil a Health & Safety culture across the property, ensuring that the team follow the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

• No formal educational qualification required (but see “Experience” below);

Skills, Experience & Knowledge
• Significant previous experience of working in an operations role in the visitor/heritage attraction industry – including supervision of staff and volunteers and/or responsibility for specific activities;
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions;
• Excellent interpersonal and communication skills combined with confidence in dealing with a wide range of internal and external customers;
• Excellent team worker with the ability to work constructively between different teams, and lead/motivate others
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands;
• Previous event coordination/management experience
• Proven sales skills with the ability to achieve targets;
• A strong eye for detail translating into creating and maintaining a high quality welcome and visitor/retail experience and to increasing sales;
• The ability to think and act quickly when confronted with emergencies;
• Competent user of Microsoft Office products;
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.

Application Deadline: Friday 25/11/2022