Visitor Services Manager

  • Job Reference: 00026672-1
  • Date Posted: 9 February 2024
  • Recruiter: The National Trust for Scotland
  • Location: Kellie Castle
  • Salary: On Application
  • Bonus/Benefits: £30,239 - £33,279 pro-rata, per annum
  • Sector: Contract Catering, Operations
  • Job Type: Permanent

Job Description

JOB PURPOSE

You will be responsible for the onsite operations of Kellie Castle & Gardens. Delivering performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable. You will lead a management team responsible for delivering an overall visitor service strategy, care of the site, including retail, food & beverage and liaise with colleagues responsible for collections care and gardens. Promoting good communication across the site and a joined up service provision.

This is a complex role. With a strong background in operational management, you will be required to juggle staff management, property maintenance and health and safety alongside providing innovative ways for visitors to engage with the site. You will work alongside an experienced team of gardeners and be supported by a Fife collections care team.
There will be occasional requirement to cover the management of nearby Hill of Tarvit Mansion house and Kingarrock Hickory Golf.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
You will lead a team to support the overall experience – currently including visitor experience, events, admissions, catering and retail.

 Staff and volunteers - (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to.
 Instil a Health & Safety culture across the property, managing risk and keeping risk assessments reviewed and relevant to reduce risk of incidents and accidents to volunteers, employees and visitors.
 Working with the Operations Manager to input into the budget process and manage costs at the sites.
 Create a culture of ‘exceptional service, every time’. Delivering high standards of delivery and a consistently warm welcome within the visitor experiences at all properties.
 Driving the visitor services experience to achieve its financial targets, maximising income and profitability, using the Trust’s procedures and instructions. You will strive to be efficient and ensure cost effectiveness in all the work you do.
 You will ensure high standards of presentation across the property, you may have delegated tasks within other departments and you will understand and help deliver your overall property business plan.
 Work closely with other VSMs and Head Gardeners in the Fife cluster to develop visitor strategies for all sites.