Visitor Services Supervisor - Events
Organisation: The National Trust for Scotland
Salary: £24,737 - £26,395 pro-rata, per annum
Location: Brodie Castle
The Visitor Services Supervisor – Events will develop and drive an exciting calendar of in house and third-party events with the aim of increasing visitor numbers, generate income and deliver educational and engaging events across the site. They will work closely with the VSS – Weddings to drive hospitality in its corporate and commercial capacity (weddings, private hire and corporate events).
The Visitor Services Supervisor plays a pivotal role ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for functions and events, is the “face” of the Trust to visitors and corporate/private-hire clients. As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.
The successful candidate will sometimes be expected to work long and unsociable hours. They will be outgoing, assertive, and approachable with a flair for innovative ideas.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
• Hospitality & Event Management:
o Develop and promote – in conjunction with the Visitor Services Manager – a program of special events that demonstrate a “return on investment” to contribute to the property’s financial sustainability as well as generating visits.
o Undertake direct and indirect interaction with third party events companies, corporate/private-hire clients, and those attending events; ensuring that their needs are anticipated and met as part of the property’s drive for excellence in customer care.
o Ensure that efficient arrangements are made for the property for weddings, events, and corporate/private hire.
o Coordinate, supervise, and personally participate in the staffing of corporate/private-hire functions and events with the advice and support of specialist/advisory staff and volunteers.
o To act as Duty Manager on a shared basis, which will involve weekend and evening work.
• Planning and operational delivery:
o In conjunction with the Operations Manager and VSM, create and deliver a plan for achieving relevant financial targets and strategic objectives.
o Continue to expand and develop the ongoing three-year event plan
o Maintain and record all communications pertaining to all functions and events, such as keeping the event booking system up to date, dealing with emails and informing the property team of planned activities. Co-ordinating with all departments to ensure an efficient delivery of customer services during functions and events
o Execute the functions and events in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
o Ensure that access arrangements to the Castle (in particular) are coordinated with the Visitor Services Manager – Visitor Experience & Collections Care Assistant, and are consistent with the Trust’s policies and procedures for collections conservation and management, and buildings repair and maintenance on the advice of its specialists (e.g. Conservators, Curators, Building Surveyors).
• People management:
o Liaise with new and existing stakeholders and initiate partnerships to increase awareness 0f Brodie Castle and Estate as well as the NTS.
o Build relationships of trust for all clients from inception to delivery to provide exceptional customer service.
o Supervise services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensure the safety of staff, volunteers, visitors and others.
• Business Management & Administration:
o Support colleagues to deliver events and programming across the site which meet their financial and engagement targets. Ensure that the administration activities for Corporate/private-hire business and Events at the property are carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety, finances, exchange of contracts and general correspondence/record-keeping etc.
• Health, Safety & Environmental (HS&E) Management:
o Demonstrate responsibility and accountability for H&S relating to Corporate/private-hire business and Events, embedding the Trust’s “Safe System of Work” and through active management of procedures (Risk Assessment, CoSHH, HACCP, RIDDOR, reporting), people (staff, volunteers, visitors), tools/equipment, and the site itself.
o Demonstrate responsibility and accountability that Corporate/private-hire business and Events are in line with the Trust’s “Environmental Policy” and mindful of the Trust’s obligations to minimise the impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:
• Event Management experience demonstrating organisational and coordination skills
• Sales experience with the ability to negotiate effectively
• Strong personal belief in the value of excellent customer care with the ability to translate this into actions
• 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
• Excellent interpersonal and communication skills combined with confidence in dealing with a wide range of internal and external customers
• Hard working and willing to keep a flexible work pattern.
• The ability to think and act quickly when confronted with emergencies
• Competent user of Microsoft Office products
• A willingness to work with and support other departments as and when the need arises
Application Deadline: Friday 03/02/2023