Full Time

JOB PURPOSE

To provide operational delivery of the visitor experience and supervision in the Food & Beverage department at the Stables Café, Dairy and on site Events in line with the Trust’s policies. Delivering Performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable.
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 catering duty management is very often the face of the Trust to visitors. As such directly influences public perceptions of the Trust and is significant to developing and maintaining the property’s reputation

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
Catering Operation
 Lead with menu development and the preparation and presentation of a high-quality food and drink offer.
 Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related record-keeping.
 Create and run food led events throughout the year to support over all business goals.
Visitor experience
 Offer excellent customer service and ensure all members of the team do the same.
 Support property-wide targets for completion of visitor surveys to understand more about our visitors.
 Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor, addressing issues and emergency procedure and providing relief cover, as required.
Line management of Visitor Services Assistants
 Duty management responsibility including open and close of all on site facilities.
 Ensure the property social media is managed to generate interest and help drive visitor engagement.
 Support the informal learning and community engagement / outreach activity.
 Security of the Property.
 Ensuring the completion of cash/till reconciliation.
 Week-end reports and reconciliation.
 Completion of banking and cash handling processes.
 Health & Safety procedures, emergency procedures, and environmental procedures.
 Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
 Recruitment; induction; development; and management of all visitor services employees. Ensuring that they understand role responsibilities and are equipped to fulfill the role to the standards required.
 Ensure the team feel valued, respected, motivated and supported.
 Supervising the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through induction, training, task-setting and coaching on front and back if house.
 Prepare catering rotas to meet business needs.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
 Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service skills.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Food and Hygiene Qualification.
 Current First Aid certification (or willingness to train and use).
 A formal qualification in Catering, Hospitality, Tourism or Event Management.
 A recognised SQA Licensing Qualification e.g. Scottish Personal Licence Holders Certificate and Personal License.

DIMENSIONS AND SCOPE OF JOB

Finance Management
 Share responsibility for achieving the catering budget together with the F&B Manager.
 Monitor commercial performance and adjust activities to capitalize on sales opportunities and run a cost-effective catering operation.
 Supervise daily café till operations and perform end-of-day income reconciliation.
 Assist the F&B Manager with menu costing and stock-taking.

Tools / equipment / systems
 Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
 EPOS tills and chip and pin machines.
 Fully equipped commercial catering kitchens.
 Use of internal finance and banking systems.

Performance indicators and targets
 Weekly, monthly and annual sales and cost of sales targets.
 Food compliance standards and record-keeping.
 Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback.

The Purpose, Context, Key Responsibilities, and Person Specification reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications
Interested applicants should forward a completed application form by email via workforus@nts.org.uk by 10th February 2023.

JOB PURPOSE
To provide operational coordination and supervision of catering, retail, visitor services, and events at in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help 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 catering, retail, events and 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
Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:
Catering Operation
 Lead with menu development and the preparation and presentation of a high-quality food and drink offer.
 Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related record-keeping.
 Accountable for cost-effective stock management, ordering, storage and wastage control.
Visitor experience
 Offer excellent customer service and ensure all members of the team do the same.
 Support property-wide targets for completion of visitor surveys to understand more about our visitors.
 Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor centre, addressing issues and emergency procedure and providing relief cover, as required.
Line management of Visitor Services Assistants and volunteers
 Duty management and oversight/maintenance of the property.
 Ensure the property social media is managed to generate interest, engagement and help drive visitors.
 Support the informal learning and community engagement / outreach activity.
 Ticketing & Membership sales (to targets) and general customer service (individuals, education visits, other groups).
 Security of the Property;
o Ensuring the completion of cash/till reconciliation.
o Week-end reports and reconciliation.
o Completion of banking and cash handling processes.
o Health & Safety procedures, emergency procedures, and environmental procedures.
o Deputising for the Visitor Services Manager / Operations Manager on-site and off-site as required.
o 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.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets.

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
 No formal educational qualification required (but see “Experience” below).
 A full, clean driving license for driving in the UK.

Skills, Experience & Knowledge
Essential
 Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and/or responsibility for specific activities.
 Previous event coordination/management experience.
 Excellent customer service skills.
 Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
 Proven sales skills with the ability to achieve targets.
 The ability to think and act quickly when confronted with emergencies.
 Competent user of Microsoft Office products.
 An understanding and commitment to the aims and objectives of the National Trust for Scotland.
 Access to own transport.

Desirable
 Food Hygiene Qualification.
 A formal qualification in Heritage Management, Hospitality, Tourism or Event Management.

DIMENSIONS AND SCOPE OF JOB

Scale
 Responsible for all areas of the property. This includes the cafe, apartments, retail and the museum.

People Management
 Responsible for supervising up to 12 team members (mixture of permanent and fixed term). All VSAs are café based but trained to work in all areas of the property. On a normal day there will be 4 staff members on at any one time.
 Currently the property has over 60 volunteers. As a supervisor you will be responsible for managing no more than 5 at any one time. The shifts in the house are either morning (10am-12:30pm) and afternoons (12:30-3pm). As a supervisor you will be responsible for their safety, inductions, and training.
 In the Edinburgh cluster there are 2 other properties which can impact on your role. On occasion supervisors can assist these properties when support is required.
 It is important to develop good relationships with key suppliers and stakeholders.
Tools / equipment / systems
 As a supervisor you will be required to use various systems for your role. These include EPOS (for till process, admissions, and retail), MIDAS (recording deliveries), word processing and spreadsheets
 Use of financial systems to process purchases and to process invoices.

We are looking to recruit a Head Conservation Housekeeper. The ideal candidate will come from a background of conservation housekeeping within a museum or historic house environment, with at least 2 years experience.
They shall be expected to organise and assist with conservation of the castle, with our archivist and housekeeping team. Cleaning duties in all areas of Blair Castle. As a frequent contact with our visitors is part of the daily routine, a smart appearance and a high standard of customer care are expected.

Duties will include; Monitor and rectify if necessary housekeepers performance, demeanour and attitude towards visitors.
Monitor and rectify if necessary housekeepers awareness of their security responsibilities.
Monitor and rectify if necessary housekeepers’ attitudes towards timekeeping.
Resolve minor disciplinary incidents directly involving the team and refer any incidents with wider implications or that require recording to the head housekeeper.
Carry out the conservation cleaning programme and general housekeeping as devised and directed by the Housekeeping & Castle Manager in all areas of the building
Take an active role in monitoring the condition of all items and report immediately any signs of deterioration
Undertake the conservation cleaning and dust protection of items of furniture, ceramics, metalwork, carpets and tapestries as directed by the Archivist
To assist with general housekeeping and cleaning duties, including vacuuming and dusting, working with extra care around antique and museum items in the castle.
Cleaning of all public areas including the castle exhibition.
Daily deep cleaning and daily maintenance cleaning of toilets.
Cleaning staff areas
Assistance and support to other teams within the Castle enterprise as required.
Comply with health & safety directives and organisational policy, including regular fire drills.
Comply with organisational policy for green tourism and recycling policies.
Attend team meetings and training sessions as required including after hours sessions – reasonable notice is given and staff are paid for their time.
Monitor and record environmental conditions of exhibition rooms.

Please send your cv to kerryw@blair-castle.co.uk to apply

JOB OUTLINE
A varied role designed to deliver the warmest welcome to visitors, ensuring a positive visitor experience by assisting with Front of House duties and engagement within the Marine Discovery Centre. The Outreach and Communications team are responsible for ensuring that all our stakeholders and visitors have an exceptional experience in line with our mission statement both onsite at the Discovery Centre and offsite at events and on-board COAST Explorer.

Full-time, fixed term (1 April 2023 to 31 October 2023), based in Edinburgh
Salary £22,359 plus civil service pension, generous holiday entitlement and other benefits

We have an exciting opportunity to join our Visitor Welcome Team member in Edinburgh for the 2023 season. As our Gardens are open 7 days per week, you will be required to work 5 days in 7 which will include weekends. The rest days for this role are Thursdays and Fridays.

The primary focus of this role is to ensure that visitors receive a first-class welcome and have all the information they need to create a memorable visit. You will also have the responsibility of promoting and selling Garden Maps, Guidebooks and Daily Garden Walks and encouraging donations. The team remit also includes working with the events and exhibitions team to provide access and information to various public exhibitions and events. You will also be responsible for ensuring the protection of the Living Collection, opening, closing and security of various Garden buildings. You will be expected to carry out all duties in line with RBGE procedures and policies.

Applicants should have previous experience working in a visitor or customer service environment. You will be proactive and take responsibility for your own workload, prioritising to meet conflicting demands of a busy attraction, have a can-do attitude, have excellent interpersonal skills, and have the ability to communicate with people at all levels. You will need to be flexible and adaptable to meet the needs of an ever-changing environment.

To apply please email recruitment@rbge.org.uk with:
• your CV
• a covering letter outlining the skills, knowledge and experience you’d bring to the post
• a completed equal opportunities questionnaire: EOQ form

Closing date: 17:00 GMT on 12 February 2023
Interview date: 27 February 2023

Recruitment Information:
Job description

If you have not heard from us within 2 weeks of the closing date, please assume that your application has not been shortlisted. No recruitment agencies please.