Visitor Services Supervisor

Organisation: The National Trust for Scotland

Salary: £22,797 - £24,071 pro- rata, per annum

Location: Alloa Tower

To provide operational coordination and supervision of retail and visitor services, 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 duty management and retail, is very often the “face” of the Trust to visitors and suppliers. As such, this role directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

 To act as Duty Manager of Alloa Tower in the absence of the Visitor Services Manager.
 Supervising/undertaking the day‐to‐day operation of the visitor services and guest services function which includes:
o Working Closely with the visitor services manager to design and deliver a programme of visitor events which increase visitor number, drive secondary spends and support overall property targets.
o Ticketing.
o Membership sales (to targets) and general customer service (individuals, education visits, and other groups)
o Ensuring Volunteer shift changes go smoothly, and volunteers are thanked.
o Housekeeping and security of the Property.
o Health & Safety procedures, emergency procedures, and environmental procedures.
 To maintain excellent standards of the site and personal presentation at all times
 Ensuring site is ready to open and welcome visitors by the set opening time.
 Wearing correct uniform, name badges, or PPE as required.
 Reporting all instances of damage and wear and tear issues promptly to your line manager
 Responsible for day-to-day financial administration at the property, including cash/till reconciliation, day‐end reports and reconciliation, and completion of the banking processes.
 Supporting the Visitor Services Manager with the development and management of all visitor services employees and volunteers such that they understand and are equipped to fulfil their roles to the standards required and that they feel valued, respected, and supported.
 This role includes working weekends and occasional evenings
 Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.




 Significant previous experience of working in an operations role in the retail/ visitor/ heritage attraction industry – including supervision of staff and volunteers and/or responsibility for specific activities.
 Previous hospitality / event coordination/management experience.
 Strong personal belief in the value of excellent customer care with the ability to translate this into actions.
 Exceptional communication and interpersonal skills.
 Excellent organisational, 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 think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.


 Experience in storytelling and a passion for Scottish heritage and history.
 A formal qualification in Hospitality, Tourism or Event Management.
 A genuine understanding of and belief in the work of the National Trust for Scotland.


People Management

 Management of one part time Visitor Services Assistant and volunteers.
 Welcoming and provision of facilities for property visitors and events visitors.
 Working closely with specialist Trust staff based at local and central support bases to ensure Trust policies and standards are implemented.
 Positively engaging with all visitors and the local community to maintain and grow relationships.
 Grow the pool of active volunteers across all areas of the property.

Financial Management

 Not a budget holder.
 Will be required to use Trust systems for the purpose of raising PO’s.
 Cash handling and reconciliation of till.
 Banking procedures.
 Processing of membership enrolments.
 Timely completion of property payroll timesheets.

Tools / equipment / systems

 Use PC/Laptop for access to NTS intranet, all relevant NTS on-line systems and 3rd party sites (e.g. Eventbrite).
 Use EPOS tills to process retail and admissions.

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.

Application Deadline: Friday 24/02/2023