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- Tasks: Lead and manage the visitor center, ensuring exceptional service and financial targets are met.
- Company: Join the National Trust for Scotland, dedicated to preserving Scotland's natural and cultural heritage.
- Benefits: Enjoy a dynamic work environment with opportunities for training and development.
- Why this job: Be part of a team that creates memorable experiences for visitors while promoting community engagement.
- Qualifications: Experience in management and customer service is preferred; passion for heritage is a plus.
- Other info: Flexible scheduling and a chance to work with a diverse team of staff and volunteers.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Overall responsibility for the management and delivery of the day-to-day retail and visitor centre operation at MAW.
Leading, managing and motivating a team of staff and volunteers; recruitment, induction, development, and performance management, ensuring they are fully equipped and motivated to carry out their duties to the required Trust standards.
Scheduling of staff rotas to ensure adequate cover for retail, any out of hours requirements and scheduling cover for daily tours.
Organising a housekeeping schedule for laundry and cleaning tasks to maintain consistent cleanliness throughout the property.
Driving retail and visitor center at the property to achieve its financial targets, maximising income, and profitability. This role will strive to be efficient and ensure cost effectiveness in all the work you do with particular attention to cost of sales and profit margins.
Budget –monitoring the department budgets together with the Operations Manager, to ensure that retail and visitor services department finances and staffing budgets are in line with the wider property budgets and to manage, deliver and report on the KPI’s performance.
Ensuring high standards of presentation and consistency across the property.
Creating a culture of a ‘warm welcome’ to visitors and ‘exceptional service, every time.
To be responsible for and instill a Health & Safety environmental culture, ensuring that the team works within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees, and visitors.
To line manage and support a team of VSSs, VSAs and volunteers to deliver excellent visitor services, maximizing opportunities to increase commercial revenue by promoting the venue locally and on a wider scale in collaboration with the NTS Commercial and Marketing Teams.
To work proactively with the VSM – Creative Learning & Education to facilitate schools and community groups visits and workshops and in collaboration with other partners provide training and development placements.
To be responsible for key holder management. To manage the people and processes involved with the security of the building and emergency procedure implementation.
To undertake training in all departments to ensure you have an understanding of all aspects of the operation.
To be responsible for the duty management rota to ensure continuous cover as required.
Taking responsibility to ensure the daily cash reconciliations, vouchers and billing information are recorded according to the Trust’s processes and policies. To ensure that all the staff are fully trained in cash handling according to the Trust’s processes, policies and systems.
To actively support and promote the National Trust for Scotland as a memberships organization and the benefits of becoming a member to all visitors to achieve memberships KPIs.
Undertake any other tasks that may be reasonable requested
Visitor Services Manager employer: National Trust For Scotland
Contact Detail:
National Trust For Scotland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Visitor Services Manager
✨Tip Number 1
Familiarize yourself with the National Trust for Scotland's mission and values. Understanding their commitment to conservation and visitor experience will help you align your approach and demonstrate your passion during the interview.
✨Tip Number 2
Highlight your leadership skills by sharing specific examples of how you've successfully managed teams in previous roles. Be prepared to discuss how you motivate staff and volunteers to achieve high standards of service.
✨Tip Number 3
Showcase your financial acumen by discussing your experience with budget management and achieving financial targets. Be ready to explain how you've maximized income and controlled costs in past positions.
✨Tip Number 4
Prepare to discuss your approach to creating a welcoming environment for visitors. Think about specific strategies you've implemented to enhance customer service and ensure a positive visitor experience.
We think you need these skills to ace Visitor Services Manager
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Visitor Services Manager position. Highlight key responsibilities and accountabilities that resonate with your experience and skills.
Tailor Your CV: Customize your CV to reflect your relevant experience in managing teams, budgeting, and delivering exceptional visitor services. Use specific examples that demonstrate your ability to lead and motivate staff.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for visitor services and your understanding of the National Trust for Scotland's mission. Mention how you can contribute to creating a 'warm welcome' and exceptional service for visitors.
Highlight Relevant Skills: Emphasize skills such as team management, financial acumen, and health & safety awareness in your application. Provide concrete examples of how you've successfully implemented these skills in previous roles.
How to prepare for a job interview at National Trust For Scotland
✨Show Your Leadership Skills
As a Visitor Services Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've motivated and developed teams in the past.
✨Understand Financial Management
This role involves monitoring budgets and achieving financial targets. Brush up on your financial acumen and be ready to talk about how you've managed budgets or improved profitability in previous roles.
✨Emphasize Customer Service Excellence
Creating a 'warm welcome' for visitors is key. Share specific examples of how you've delivered exceptional customer service and how you plan to instill this culture in your team.
✨Be Prepared for Operational Questions
You'll need to manage daily operations effectively. Think about how you've handled scheduling, housekeeping, and safety protocols in past positions, and be ready to discuss these experiences.
