Visitor Services Manager

Hours: 40

Location: Mackintosh at the Willow

Closing date: Sunday 16th Mar

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 KPIs 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 propertys 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 Trusts processes and policies. To ensure that all the staff are fully trained in cash handling according to the Trusts 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

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