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- Tasks: Lead a team to deliver exceptional customer service and share the site's history.
- Company: Join the Culloden team, part of the National Trust for Scotland, preserving iconic heritage.
- Benefits: Enjoy a dynamic work environment with opportunities for training and development.
- Why this job: Be an ambassador for history while inspiring others and making a real impact.
- Qualifications: Must have excellent communication skills and a passion for customer service.
- Other info: Flexible working patterns and a chance to engage with visitors from around the world.
The predicted salary is between 30000 - 42000 £ per year.
As a front-line member of the Culloden team your job is give an amazing welcome and tell the story of this iconic site. You will be responsible for delivering our commercial offer which includes membership, general admission, donations, some retail products and travel trade. You will be part of the wider Culloden Cluster acting as an ambassador for the site and the National Trust for Scotland.
KEY RESPONSIBILITIES
- Leading the team in reaching its membership targets for the year
- Working as part of the overall management team at Culloden, and the wider cluster.
- Delivering a high level of customer service and inspiring team members to adhere to high customer service standards
- Responsible for reporting data and analysing figures/trends
- Undertaking the induction/ongoing training of staff on all front-of-house procedures, customer care and membership.
- Developing the progress of the Welcome Supervisor
- Full responsibility for Travel Trade bookings to the site and coordinating their visits alongside the Engagement Team, with support of the Ops Manager
- Working closely with other managers across the cluster to deliver functions and events throughout the year
- Sharing the history of the site and the principles of the NTS with visitors both onsite and via online resources.
- Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health ,Safety and Environment policies and guidelines.
- Undertaking Duty Management as part of a rota including banking processes
- Cash reconciliation including end of day reports and till management
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Experience
Essential
- Ability to work within a team or independently, with minimal supervision to a high and safe standard.
- Ability to be flexible, to adapt working patterns and tasks to meet day-to-day variations in property
- needs.
- Ability to adjust pace to match customer flow without compromising quality of service.
- Excellent front of house persona – warm, welcoming, patient and understanding.
- Excellent selling skills
- Genuine belief in the value of good customer service.
- Excellent interpersonal and communication skills.
- Demonstrable time management skills and the ability to prioritise.
- Ability to be proactive and to take the initiative.
Desirable
- Previous cash handling experience
- Foreign language skills
- Historical knowledge of the site and area
- Previous experience in museum, tourism or equivalent sector
Visitor Services Manager - Welcome 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 - Welcome
✨Tip Number 1
Familiarize yourself with the history of Culloden and the National Trust for Scotland. Being able to share engaging stories about the site will not only impress during interviews but also show your genuine passion for the role.
✨Tip Number 2
Highlight your customer service experience in previous roles. Think of specific examples where you went above and beyond to ensure a great experience for visitors, as this aligns perfectly with the responsibilities of the Visitor Services Manager.
✨Tip Number 3
Demonstrate your leadership skills by discussing any past experiences where you led a team or trained new staff. This will show that you are capable of inspiring others and maintaining high standards of service.
✨Tip Number 4
Prepare to discuss how you would handle busy periods and adapt to changing needs. The ability to adjust your pace and maintain quality service is crucial for this role, so be ready with examples from your past experiences.
We think you need these skills to ace Visitor Services Manager - Welcome
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Visitor Services Manager position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Highlight Relevant Experience: In your CV and cover letter, emphasize your previous experience in customer service, team leadership, and any relevant roles in tourism or museums. Use specific examples to demonstrate your skills in delivering high-quality service and managing teams.
Show Your Passion: Express your genuine interest in the National Trust for Scotland and the Culloden site. Share why you believe in the value of good customer service and how you can contribute to creating an amazing visitor experience.
Tailor Your Application: Customize your application materials to reflect the language and values mentioned in the job description. Use keywords from the posting to ensure your application resonates with the hiring team.
How to prepare for a job interview at National Trust For Scotland
✨Show Your Passion for Customer Service
Make sure to express your genuine belief in the value of good customer service during the interview. Share examples from your past experiences where you went above and beyond to ensure a positive experience for visitors.
✨Demonstrate Team Leadership Skills
Highlight your ability to lead a team effectively. Discuss any previous experiences where you successfully motivated team members to meet targets or improve service standards, as this role requires inspiring others to adhere to high customer service standards.
✨Be Prepared to Discuss Data Analysis
Since the role involves reporting data and analyzing figures/trends, be ready to talk about your experience with data management. Bring examples of how you've used data to inform decisions or improve processes in previous roles.
✨Share Your Knowledge of the Site
Familiarize yourself with the history of the site and the principles of the National Trust for Scotland. Be prepared to discuss how you would share this knowledge with visitors, both onsite and through online resources, as storytelling is a key part of the role.
