Visitor Services Supervisor

Organisation: The National Trust for Scotland

Salary: £24,737 - £26,395 pro-rata, per annum

Location: Leith Hall


To provide operational coordination and supervision of catering, retail, visitor services, and events at Leith Hall, 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 at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and, with delegated responsibility for catering, 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 Museum and environs to ensure an excellent customer/visitor experience. This includes:

o Supervision of the catering and retail offer working hand in hand with the VSS Retail and Catering posts (including and supporting with ordering, merchandising, sales targets);
o Membership sales (to targets) and general customer service (individuals, education visits, other groups);
o Housekeeping and security of the Property;
o Health & Safety procedures, food hygiene, emergency procedures, and environmental procedures;
o Deputising for the Visitor Services Manager on-site and off-site as required (including “duty management” of the wider site to include the car park and monument).

• Responsible for day to day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reporting of working hours for payroll. Provide holiday and sickness absence cover for completion of the banking processes and financial reporting.

• Supporting the Visitor Services Manager with the 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 other managers across the Property 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 the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.


The above outlines the key skills the jobholder will need to possess and exercise,. In addition, either knowledge or experience of the following is required.



• Level 2 Food Hygiene Certificate.
• A full, clean driving license for driving in the UK.


• A formal qualification / previous experience in Hospitality, Tourism or Event Management;
• Recognised First Aid Qualification (will be expected to undertake if not already held)



• Significant previous experience of working in an operations role in the catering/visitor/heritage attraction industry – including supervision of staff and/or responsibility for specific activities;
• Previous event coordination/management experience
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions;
• Excellent organizational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands;
• Proven sales skills with the ability to achieve targets;
• The ability to work within a team or independently , with minimal Supervision to a high and safe standard
• Knowledge of HACCP Systems
• Competent user of Microsoft Office products;
• Current driving license valid for driving in the UK.


• A genuine understanding of and belief in, the work of the National Trust for Scotland;
• Access to own transport.


 Primarily based in the House of Dun but will involve covering multiple sites across the Angus Cluster, includes weekend and evening working.

People Management
 To supervise front of house staff on a day to day basis and at functions and events and will act as Duty Manager on occasion.
 To plan staffing in advance, working closely with the Visitor Services Manager, VSS Retail and VSS Catering.
 Will work closely with other property colleagues, and will also have regular contact with specialist advisory colleagues in other locations and departments
 Will have regular (daily) interaction with members of the public of all ages and abilities.

Finance Management
 Delegated responsibility for catering budgets and expected to take responsibility for effective management of Trust resources in the allocated areas.
 Share Till Reconciliation Duties with other senior staff.
 Stock takes wastage control, menu costing and development.
 Will be expected to meet (if not exceed) catering sales targets.

Tools/ Equipment and Cleaning Materials
 Will be a frequent user of all catering equipment from beverage dispensers to cooking equipment and tools.
 Will be a frequent user of cleaning chemicals
 Is expected to work and ensure compliance within the property’s ‘safe systems of work’ (the system for managing health and safety)

Example key performance indicators and targets
 Mystery Shopper Results
 All Staff know responsibilities and high standards maintained
 HACCAP Paperwork maintained and correctly filed
 Income growth within café
 High standards of housekeeping and a safe working environment maintained at all times.
 Describe any relevant KPIs, targets, or other quantitative dimensions on which the role impacts.
 This must include any indicative budgets, turnover, profit targets etc. where relevant
 Add any other dimensions which are directly relevant to the role, or describe expected role outputs, which give the reader a good picture of the size/magnitude of the activity on which the role impacts.

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Interested applicants should forward a completed application form to the People Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road Edinburgh EH11 4DF, by mail or by email via, by first post (i.e. 10.00am) on 10th February 2023.

Application Deadline: Friday 10/02/2023