Visitor Services Supervisor - Gladstone’s Land (Fixed Term)

Organisation: The National Trust for Scotland

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

Location: Gladstone’s Land, Royal Mile, Edinburgh

To provide operational coordination and supervision of catering, retail, visitor services, and events at 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 property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
Catering Operation
 Lead with menu development and the preparation and presentation of a high-quality food and drink offer.
 Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related 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 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, opening/closing the visitor centre, addressing issues and emergency procedure and providing relief cover, as required.
Line management of Visitor Services Assistants and volunteers
 Duty management and oversight/maintenance of the property.
 Ensure the property social media is managed to generate interest, engagement and help drive visitors.
 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;
o Ensuring the completion of cash/till reconciliation.
o Week-end reports and reconciliation.
o Completion of banking and cash handling processes.
o Health & Safety procedures, emergency procedures, and environmental procedures.
o Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
o 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.

 No formal educational qualification required (but see “Experience” below).
 A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
 Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service 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.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

 Food Hygiene Qualification.
 A formal qualification in Heritage Management, Hospitality, Tourism or Event Management.


 Responsible for all areas of the property. This includes the cafe, apartments, retail and the museum.

People Management
 Responsible for supervising up to 12 team members (mixture of permanent and fixed term). All VSAs are café based but trained to work in all areas of the property. On a normal day there will be 4 staff members on at any one time.
 Currently the property has over 60 volunteers. As a supervisor you will be responsible for managing no more than 5 at any one time. The shifts in the house are either morning (10am-12:30pm) and afternoons (12:30-3pm). As a supervisor you will be responsible for their safety, inductions, and training.
 In the Edinburgh cluster there are 2 other properties which can impact on your role. On occasion supervisors can assist these properties when support is required.
 It is important to develop good relationships with key suppliers and stakeholders.
Tools / equipment / systems
 As a supervisor you will be required to use various systems for your role. These include EPOS (for till process, admissions, and retail), MIDAS (recording deliveries), word processing and spreadsheets
 Use of financial systems to process purchases and to process invoices.

Variable work pattern, with regular evening and weekend work, fixed tern till October 2023.

Application Deadline: Friday 28/04/2023