Job Purpose

To provide operational coordination and supervision of visitor services and associated teams, within Crathes Castle, in line with the Trust’s policies, priorities, performance standards and targets, contributing to the enjoyment of the property by visitors and members, helping to ensure commercial, financial, and conservation objectives are achieved.

The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and, with delegated responsibility for visitor services and supporting with duty management, is very often the “face” of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

Key Responsibilities And Accountabilities

• Support the Visitor Services Manager with the recruitment; induction; development; and management of all visitor services employees and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported, and that staffing budgets are adhered to.
• Instil a Health & Safety culture across the property, ensuring the team work within the properties Risk Assessments to reduce risk of incidents and accidents to volunteers, employees and visitors.
• Support the day to day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reporting of working hours for payroll, as required. Provide holiday and sickness absence cover for completion of the banking processes and financial reporting, as required.
• Support with the delivery of the events and functions strategy with support of the Visitor Services Manager.
• Create a culture of ‘exceptional service, every time’. Ensuring high standards of delivery and a consistently warm welcome.
• Drive the visitor services experience to achieve financial targets, maximising income and profitability, using the Trust’s procedures and instructions. You will strive to be efficient and ensure cost effectiveness in all the work you do.
• Ensure the cornerstones of the National Trust for Scotland are achieved at all times, namely, conservation, access and memorable visitor experiences for all guests.
• Ensure high standards of presentation at all times, you may have delegated tasks within other departments, and you will understand and help deliver your overall properties business plan.
• Support with the opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover, as required.
• Ensure that the property meets statutory and company requirements of Health and Safety, Food Safety and Environmental legislations and procedures including Waste Disposal and Allergens.