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- Tasks: Lead teams in retail, hospitality, and membership to enhance visitor experiences.
- Company: Join the National Trust at Brodick Castle, a historic site dedicated to conservation and visitor engagement.
- Benefits: Enjoy flexible working hours, a supportive team environment, and opportunities for personal growth.
- Why this job: Be part of a vibrant team creating memorable experiences while preserving history.
- Qualifications: Experience in customer service and team leadership is essential; passion for heritage is a plus.
- Other info: Weekend work is required; flexibility is key to success in this role.
The predicted salary is between 36000 - 60000 £ per year.
The Visitor Service Manager is a hands-on role, supporting the Operations Manager to ensure close collaboration between operational teams and central teams, namely, retail, membership, collections conservation and curatorial. The Visitor Services Manager has first line responsibility for all retail sales, admissions income, Food and Beverage sales, NTS membership and visitor data at Brodick Castle as well as the care for Brodick Castle and collections.
This includes supporting the Operations Manager to ensure the highest standard of service and experience is offered to our visitors through all responsible areas. The post holder will lead retail, hospitality/events and membership teams to exceed sales budgets through exceptional customer service training, merchandising, upselling and experiences. This role will also lead a team looking after the Castle and its collections, supporting the curator and conservator to ensure the highest standard of collections care is delivered and engage with our visitors through written and people led interpretation.
The Visitor Services Manager will ensure that all managed departments are safe, secure, clean and comfortable environments in which staff, students, and volunteers can effectively work, and visitors can enjoy. Weekend working is required, and the post-holder will be expected to work flexibly, taking time off in lieu, in accordance with Trust policy.
As a key member of the wider management team at Brodick Castle the role will work with the team to deliver an overall visitor experience strategy, promoting good communication across the property and a joined-up service provision. This role will be part of the property leadership team and will act as Duty Manager for the property on a rota basis.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES- You will be responsible for setting and achieving stretching budgets across visitor services departments as well as food and beverage/events and key KPIs.
- You will effectively plan and grow income and profitability as well utilising NTS tools to control costs.
- You will develop business plans across visitor services departments, food and beverage, key KPIs and castle/collections, ensuring teams have exceptional product knowledge and the skills to deliver amazing days out.
- You will monitor results regularly and take necessary action to achieve budgets, working with central support teams when required.
- You will create a great environment for your team of staff and volunteers to work.
- You will develop and coach teams, driving strong performance through setting clear objectives.
- You will lead a culture of amazing service and will monitor through regular reviews.
- You will maintain the highest level of visual merchandising.
- You will lead and advocate for a culture of amazing customer service and experiences.
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
Familiarise yourself with the specific visitor services offered at Brodick Castle. Understanding their unique offerings, such as food and beverage options, retail experiences, and membership benefits, will help you demonstrate your enthusiasm and knowledge during interviews.
✨Tip Number 2
Network with current or former employees of Brodick Castle or similar visitor attractions. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations, which you can leverage in your discussions.
✨Tip Number 3
Prepare to discuss your leadership style and how you would foster a culture of exceptional customer service. Think of specific examples from your past experiences where you successfully led a team to achieve high standards in visitor satisfaction.
✨Tip Number 4
Stay updated on trends in visitor services and hospitality management. Being knowledgeable about current best practices in customer engagement and service excellence will show that you are proactive and committed to enhancing the visitor experience.
We think you need these skills to ace Visitor Services Manager
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and expectations of the Visitor Services Manager position. Tailor your application to highlight relevant experiences that align with these responsibilities.
Highlight Leadership Skills: Emphasise your leadership experience in managing teams, particularly in retail or visitor services. Provide specific examples of how you've developed and coached teams to achieve performance goals.
Showcase Customer Service Expertise: Demonstrate your commitment to exceptional customer service. Include examples of how you've created positive visitor experiences and trained staff to deliver high standards of service.
Tailor Your CV and Cover Letter: Customise your CV and cover letter to reflect the skills and experiences that are most relevant to the Visitor Services Manager role. Use keywords from the job description to ensure your application stands out.
How to prepare for a job interview at National Trust For Scotland
✨Showcase Your Leadership Skills
As a Visitor Services Manager, you'll be leading teams across various departments. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past, particularly in retail or hospitality settings.
✨Demonstrate Customer Service Excellence
This role emphasises exceptional customer service. Share specific instances where you went above and beyond to enhance a visitor's experience, and explain how you would instil this culture within your team.
✨Understand Financial Management
You'll be responsible for achieving budgets and managing income. Brush up on your financial acumen and be ready to discuss how you've previously planned and grown income in a similar role, including any tools or strategies you used.
✨Familiarise Yourself with Brodick Castle
Research Brodick Castle and its collections thoroughly. Understanding its history, significance, and current visitor offerings will not only impress your interviewers but also help you articulate how you can enhance the visitor experience.
