Visitor Services Manager

Key Responsibilities And Accountabilities

• Recruit, induct, develop, motivate and manage staff and volunteers, ensuring they are equipped to carry out their duties to Trust standards and within agreed staffing budgets.
• Line manage Visitor Services Supervisors and oversee Visitor Services Assistants.
• Link all operational areas across the estate and ensure excellent communication between departments.
• Embed a strong health and safety culture across the property, maintain compliance records, and ensure the team follows property risk assessments to reduce incidents affecting volunteers, employees, and visitors.
• Work with the Operations Manager, Regional Director, Business Manager, and Finance Manager to set, phase, monitor, and report on budgets, making proactive and reactive adjustments as required.
• Support with the delivery of an annual events and functions strategy and actively promote venue hire opportunities.
• Create a culture of “exceptional service, every time”, maintaining high standards of delivery and overall estate quality standards, and ensuring every visitor receives a warm welcome.
• Spearhead the drive to achieving 5* visitor attraction rating.
• Lead the visitor services experience to meet financial targets, maximise income and profitability, and ensure efficient, cost-effective working in line with Trust procedures and instructions.
• Deliver the National Trust for Scotland’s core aims of conservation, access, and memorable visitor experiences for all guests.
• Take responsibility for opening, closing, and securing buildings, implementing emergency procedures, duty management, and providing relief cover when required.