Visitor Services Supervisor - Food and Beverage

Organisation: The National Trust for Scotland

Salary: £24,252 - £25,877 pro-rata, per annum

Location: Glencoe


This is a fantastic opportunity to work as part of our leadership team at the iconic Glencoe National Nature Reserve and its Visitor Centre, which attracts hundreds of thousands of people from across the globe every year.

You will be responsible for the day-to-day catering operations at our popular Highland Coo Cafe. You will deliver our quality standards and performance targets, ensuring we offer customers a fantastic Food & Beverage experience.
You will be an enthusiastic team player who can lead by example to supervise, coach and motivate your team. You will also be part of a broader duty management team responsible for promoting good communication across the site and a joined-up visitor services provision.
As a charity, every penny we raise goes back into the National Trust for Scotland’s conservation work, caring for this special place.


Catering operation
• Contribute to menu development, preparation, cooking and presentation of a high quality food and drink offer.
• Ensure compliance with health and safety, food hygiene and environmental health standards and appropriate record-keeping
• Accountable for cost-effective stock management, ordering, storage and wastage control.
Visitor experience
• Offer excellent customer service and ensure all members of the catering team do the same.
• Support property-wide targets for completion of visitor surveys to understand more about our visitors.
• Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, addressing issues, and opening/closing up the visitor centre.

People management
• Supervise the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), kitchen porters and cooks, achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.
• Prepare catering rotas and holiday allocation to meet business needs.
• Work closely with specialist advisory colleagues, i.e. our Trust-wide Catering Development Manager.

Finance Management
• Share responsibility for achieving an F&B budget of around £450,000 a year.
• Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
• Supervise daily café till operations and perform end-of-day income reconciliation as a duty manager.
• Assist the Catering Manager with menu costing, ordering and stock-taking.

Performance indicators and targets
• Weekly, monthly and annual sales and cost of sales targets
• Food compliance standards and record-keeping
• Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback
• Staff satisfaction from staff surveys

Tools / equipment / systems
• Access to desktop PC and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
• EPOS tills and chip and pin machines
• Fully equipped commercial catering kitchen

Application Deadline: Friday 26/08/2022