Management

PURPOSE OF THE ROLE
The role of Visitor Services Manager – Food & Beverage is responsible for the operational delivery of the visitor experience in the catering department at Culloden Battlefield. 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 role is a key member of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication across the site and a joined-up service provision. The Visitor Services Manager – Food & Beverage will report to the Operations Manager at Culloden Battlefield.

KEY RESPONSIBILITIES

• Staff and volunteers – (recruitment, induction, development, motivation, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards and that staffing budgets are adhered to.
• Instil a Health & Safety and Environmental Health culture throughout the catering operation, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees, and visitors.
• Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager) to ensure that the catering department finances are sustainable within the context of the wider property budgets.
• Create a culture of ‘exceptional service, every time’. Delivering a high-quality food offering and a consistently warm welcome within the catering department
• Driving the catering department at Culloden to achieve its financial targets, maximising income, and profitability, using the Trust’s procedures and instructions. The role will strive to be efficient and ensure cost effectiveness in all the work you do.
• The role will ensure high standards of presentation across the property and specifically within the catering department and dining area. You may have delegated tasks within other departments, and you will understand and help deliver your overall property business plan.
• Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required.
• This role is one for which the duties, responsibilities or accountabilities of the role require you to undertake a criminal records check, specifically a Standard Disclosure.

Department specific – catering

• To ensure the planning, preparation, cooking, and presentation of food to the standards required by the Trust for a facility with estimated annual income target in excess of £611K with budgeted expenditure of £434K – total transactional budget responsibility of £1,045m.
• To ensure that the location meets statutory and company requirements of Health and Safety, Food Safety and Environmental legislations and procedures including Waste Disposal and Allergens.
• To conduct Food Safety and Health and Safety Risk Assessments and ensure that all standards and procedures with regards to Hygiene and Safety are established and maintained in line with the Food Safety Management Plan.
• Accountable for stock levels and making key decisions about stock control.
• Responsible for analysing sales figures and forecasting future sales.
• Adhering to the sale of alcohol legislation, being a Premises Manager.

Assistant Manager

Oban Visitor Centre

Permanent – Full Time

Closing date – 3rd January 2023

About Us 

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process. 

Oban is an iconic visitor centre providing extraordinary visitor experiences to all our visitors from around the globe.  We captivate and educate our guests whilst leading them throughout our full-sensory interactive tour and tasting experiences. Our people are making history every day and act as true ambassadors for this inspiring brand.  

Feel inspired? Then we may have the opportunity for you. 

About the Role

This truly is the dream job for someone looking to join an inspirational team to harness their passion for delivering outstanding and memorable experiences for customers. This role comes with the responsibility of providing diligent and quality service to visitors and the team. You oversee day-to-day management of the full Brand Home operations which include; experience, retail, F&B and ensuring compliance. You will be encouraged to run overall operations, leading by example, and prioritising time on the shop floor in order to encourage the team to deliver extraordinary service.

You will be passionate about crafting outstanding and unforgettable customer experiences in the safest and most compliant environment and reporting on the delivery of key performance indicators.

This is an integral role responsible for ensuring all Brand Home activities operate in a safe and compliant manner. You will be responsible for embedding safe systems of work and will lead the Brand Home compliance agenda with support from the central functions and the Regional Brand Home Manager. The Assistant Manager will have a major focus on compliance and will be the main onsite point of contact between the Distillery operations team and Brand Home teams, leading these relationships to build a one team culture and an effective working relationship.

As a member of the management team, you will be responsible for coaching, mentoring, and encouraging Brand Home Lead Guide and Guides and supporting with crafting focused development plans for the team.

The role holder will assist the Regional Brand Home Manager with all safety and compliance functions, facilities management, hosting external and internal auditors, contractor management, run risk agenda, liaise with the team, attend site-based compliance meeting, handling training records, and overall support the Malt Brand Home operation.

This role will require weekend, evening and on-call work, with opening and closing responsibilities.

About You

This is the perfect position for someone with experience in a compliance function within hospitality, food & beverage, retail, spirits/wine and/or a relevant industry. You’ll be an inspirational leader and empower others to work together with a positive and enthusiastic approach and the drive to develop, support, train and encourage your team to strive for the best and ensure that you are all set up for success.

If you are a Retail/Hospitality Manager looking for an opportunity within our Brand Home, we’d love to hear from you!

With a strong understanding of leading and driving a risk compliance agenda and advocate good governance to ensure that all health, safety, and environment targets are met by driving site compliance with all legislation and internal Company Standards.

You will have a proven track record of working at pace, responding to sales performance, handling multiple priorities and you are results driven with an attention to detail. You will be able to monitor and manage financial KPI’s and be able to implement and execute processes and procedures. Along with this you will be able to harness your expert knowledge within compliance operations, leading front of house teams and your strong stakeholder management skills as you will be collaboratively working with the Operations, Supply, Retail, Finance, and Leadership teams.

This role will have operational complexity and will require advocacy skills, with the ability to think analytically, independently, and strategically. Ideally you will have proven ability to develop strategy and fluently translate this into commercial and operational success.  You will be required to work multiple technology systems for rostering/planning/ticketing etc.

Full training will be provided for you, we just look for individuals who are either passionate or have a desire to become true brand ambassadors for our whisky portfolio.

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. 

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings. 

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. 

CHARACTER IS EVERYTHING 

Assistant Retail Manager
Royal Lochnagar Visitor Centre
Permanent – Full Time

Closing date – 5th January 2023

About Us 

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process. 

Royal Lochnagar is an iconic visitor centre that provides extraordinary visitor experiences to all our visitors from around the globe.  We captivate and educate our guests whilst leading them throughout our full-sensory interactive tour and tasting experiences. Our people are making history every day and act as true ambassadors for this inspiring brand.  

Feel inspired? Then we may have the opportunity for you. 

About the Role

This truly is the dream job for someone looking to join an inspirational team to harness their passion for delivering extraordinary and memorable experiences for customers. Part of the Management team comes with the responsibility of providing attentive and quality service to visitors and the team. You will lead the day-to-day management of the full Brand Home operations which include; experience, retail, F&B and ensuring compliance. You will be encouraged to run overall operations, leading by example, and prioritizing time on the shop floor in order to encourage the team to deliver premier service.

As the Assistant Retail Manager, you will be passionate about ensuring that store operations are running smoothly, efficiently and to a world-class standard. You will be a motivating presence, creating a collaborative work environment and leading the team in terms of operational excellence, ensuring scheduling, deliveries, inventory, communications and compliance are maintained for the store.

You will assist the Regional Brand Home Manager with all on-site retail functions, including oversight of retail operations, staff scheduling, inventory and stock control, opening and closing, pivotal initiatives, systems guide, and overall support the Brand Home operation.

You will ensure the visitor experience operation is ran with excellence, providing strong and inspirational leadership while crafting an inclusive environment for your team to achieve set goals to ensure we are operating at an elite level. Ultimately, you will set the tone for customer engagement, encourage people to discover Scotch whisky, and promote responsible drinking. As a line manager you will be responsible for coaching, mentoring, and encouraging the Brand Home team and crafting focused development plans for your direct reports.

This role will require weekend and evening work, with opening and closing responsibilities.

Following training completion, this role will involve on-call duties as part of the duty management team rota covering both the Brand Home and Distillery. When on-call you will be required to be within driving distance of the site to attend call outs .

About You

This is the perfect position for a dedicated individual with experience in fast paced retail environments and facilitating extraordinary customer experience through operational excellence. With shown retail operations management experience within a retail or hospitality brand, you will have a consistent record of customer service, delivery of targets and leading engaged and passionate teams. Interested in technology and retail innovation, you will have the ability to solve sophisticated problems in order to create unforgettable customer experiences.

You’ll be an inspirational leader and empower others to work collaboratively with a positive and enthusiastic approach and the ability to develop, support, train and encourage the team to strive for the best and ensure that you are all set up for success.

You will have a proven track record of working at pace, responding to sales performance, handling multiple priorities and you are results driven with an attention to detail. You will be able to monitor and manage financial KPI’s and be able to implement and execute processes and procedures. Along with this you will be able to harness your expert knowledge within operations, leading front of house teams and your strong stakeholder management skills as you will be collaboratively working with the Operations, Supply, Compliance, Finance, and Leadership teams.

This role will have operational complexity and will require advocacy skills, with the ability to think analytically, independently, and strategically. Ideally you will have proven ability to develop strategy and fluently translate this into commercial and operational success.  You will be required to work multiple technology systems for rostering/planning/ticketing etc.

Full training will be provided for you, we just look for individuals who are either passionate or have a desire to become true brand ambassadors for our whisky portfolio.

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. 

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings. 

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. 

CHARACTER IS EVERYTHING 

CONTEXT

The Food & Beverage Manager is responsible for the full catering operation within Brodie Castle & Estate. This is currently 2 distinct catering outlets, one located in the Castle serving a traditional café menu, with c50 covers indoor seating and c60 covers of outside seating. The other catering outlet is located within Playful Garden with a distinct family aimed, sweet treats offer. This outlet has c60 covers indoor and currently c30 outside covers, although this has potential to be much larger. There are also 2 mobile catering units on site, these provide catering for larger events and again have potential for further use. The Catering Manager will be expected to develop the offers of all outlets to best suit the audience, maximise income potential and visitor experience within these settings. The Estate also hosts corporate events and weddings and contains 4 holiday cottages. The role can develop offers around these areas to further deliver income and experience.

Brodie Castle is set within a 75 acre “policies” estate, it is the ancestral home of the Brodies of Brodie and consists of a number of listed buildings including the main 16th century Z plan Castle, stables, walled garden, gate houses and gardeners bothy, as well as a number of estate houses currently used as holiday lets. The Castle consists of dressed rooms used as a guided tour visitor experience and houses a significant collection. Within the Castle is the main catering outlet and retail facility as well as housing the main estate offices. There is also the Lairds wing, a luxury 7-bedroom holiday let within the Castle.

The wider estate consists of a nationally significant designed landscape with Victorian Shrubbery, tree lined avenues, commercial forestry, agricultural land, and mature mixed woodlands surrounding a manmade lake. Within the old walled garden is a Playful Garden, consisting of imaginative play area, formal gardens, and the national daffodil collection.

KEY PURPOSE

The purpose of the role is to support the conservation of Brodie Castle & Estate by generating income through food and beverage operations whilst delivering the highest standard of visitor experience for all visitors and guests. This will be achieved by maintaining the highest standards of conservation and adhering to regional and national strategies, policies, and procedures.

KEY RESPONSIBILITIES

Visitor Catering Experience
• Overall responsibility for the management and delivery of the catering facilities at Brodie Castle & Estate. This includes, but is not limited to, the Castle Café, Playful Garden Pavilion and 2 mobile catering units
• Ensuring innovative ideas and current trends in catering are constantly being delivered in all outlets on site
• Setting objectives and being responsible for the overall, day-to-day running of the catering operations
• Leading and managing a team of staff; managing performance, recognising training needs and potential as appropriate
• Managing budgets – ensuring that, as a minimum, the financial targets agreed with, in line with the budget are met
• Devising, costing and sourcing menu items and consistently looking at ways of maximising income through effective purchasing and creative merchandising
• Adhering to the sale of alcohol legislation, being a Premises Manager
• Regularly monitoring customer feedback, Mystery Visitor and Visit Scotland Audits and develop suitable action plans based on the results
• Being visitor/customer focused by being visible, approachable, and quick to exceed expectations in fulfilling customer needs

Health & Safety, Food Safety, the Environment
• Ensuring that the operation meets statutory requirements of Health and Safety, Food Safety and Environmental legislations and procedures
• Conducting Food Safety and Health and Safety Risk Assessments and ensuring that all standards and procedures with regards to Hygiene and Safety are established and
• Recording and reporting all accidents within the location, adhering to location and company procedures
• Ensuring all equipment is well maintained and is in good working order
• Making recommendations for renewal and replacement of equipment when required.
• Establishing and maintaining location cleaning schedules
• Ensuring that all Trust procedures and work instructions are fully understood and practiced by all employees
• Promoting and encouraging environmental improvement initiatives as appropriate within the business

General Responsibilities
• Managing food and beverage operations including the following:
o staff and volunteers (recruitment, induction, development, performance management) such that they are fully equipped and motivated to undertake their duties to the required Trust standards.
o budgets (setting, phasing, monitoring, pro-active and re-active adjustments) such that finances are sustainable within the context of the wider property budgets.
o health, safety and the environment in line with stated Trust policies and approaches to ensure the health and welfare of staff/volunteers and visitors,
o recognition of the Trust’s Environmental Policy with respect to sustainable activities, including energy and water use, recycling, use of “environmentally-friendly” products for e.g. cleaning regimes, food-miles and waste etc.
o daily, weekly, yearly and longer-term operational workplans and reporting in the context of the properties’ statements of significance, annual operating plans and action plans (and contribution to these action plans) to ensure that activities are prioritised and planned to optimise the use of resources;
o administration to enable all activities within the post holders’ remit to be undertaken and recorded efficiently within Trust policies and procedures.
• Undertake other duties as and when required to support the overall operation of Brodie Castle & Estate as instructed by the Operations Manager. This will include regular weekends as Duty Manager for the property.

SCOPE OF JOB

People Management
• Line manager of a Catering Supervisor and seasonal Visitor Service Assistants
• Will work closely with other property colleagues and will have regular interaction with other technical/specialist advisory colleagues based in other locations and departments
• Will have regular (daily) interaction with members of the public of all ages and abilities
• Will have frequent interaction with suppliers and contractors

Finance Management
• Is a budget-holder, accountable for the food and beverage operations and budgets; combined budgeted income of more than £300,000 per year plus food and beverage income from events
• Will regularly use computerized finance system for the raising of purchase orders for the supply of goods and service, producing finance reports, monitoring, and setting of revenue budgets and managing capital project work

Scale
• A significant amount of time spent in the role is non-desk-based and the role-holder can expect to be actively present in most areas of the Castle throughout a working day (as well as, on occasion, being at other parts of the property and off-site for meetings etc.
• Will regularly use a wide range of ICT equipment including two-way radio, mobile phone, land-line phone, email, scanner, laptop/PC, printer etc.
• Will be required to work flexible working patterns and hours including evenings, weekends, and public holidays. As part of the role and as a senior member of the team, there will be an expectation that the post holder would attend work at short notice if operational needs demand and circumstances allow)
• Required to be the Premises License Holder as per the Licensing (Scotland) Act 2005

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the post-holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required:

Essential
• Experience of catering management
• Used to an ethos of target-driven assessment, with demonstration of results
• Significant previous experience in a customer facing, service environment
• Significant experience managing, leading, coordinating and developing a team with varying remits and professional competences
• Previous experience of developing projects for specific areas of work/ improvement
• Demonstrable skills in successful budget and financial management, combined with clear evidence of commercial awareness and previous sales experience
• Excellent interpersonal and communication skills and confidence in dealing with a wide range of staff, visitors and other stakeholders, with a friendly, confident manner
• Experience in managing people and projects within a complex stakeholder environment.
• Strong knowledge of Microsoft Office applications: Access, Excel, PowerPoint, Word
• Ability to manage time efficiently and effectively in an environment of changing priorities
• To hold, or, have the ability and willingness to hold a Scottish Personal Licence Holder’s Certificate and Personal Licence
• A full clean driving license valid for the UK and access to a vehicle suitable for use on Trust business (with appropriate business insurance)

Desirable
• An understanding and experience of food and beverage operations within an historic/heritage environment
• A genuine understanding of, and belief in, the work of the National Trust for Scotland
• A post-graduate management qualification or equivalent experience

Business Development Director, Hybrid, 12 Month Maternity Cover, £69,666 p.a

OneRen is an ambitious culture and leisure charitable trust that delivers a variety of vital services and engaging experiences across Renfrewshire. Our vision is for everyone locally to live lives that are healthy, happy and fulfilled. We are on a mission to improve the health and well-being of local communities through accessible arts, culture, leisure and sporting opportunities. To do this we need to protect and build our income streams.

We are also supporting the economic regeneration and civic renewal of Renfrewshire, by developing a cultural portfolio intended to activate new markets and raise the profile of Paisley and the wider region as an exciting visitor destination.

Do you match this ambition? Are you an exceptional and motivated leader? We are looking for a Business Development Director for a 12-month contract to cover maternity leave. You will be joining the Executive team at a critical time to support the successful delivery of the major cultural venues under refurbishment, including Paisley Town Hall, Paisley Arts Centre and Paisley Learning and Cultural Hub. The role will also involve progressing income generation for the flagship museum project Paisley Museum Reimagined, which forms part of Renfrewshire’s dynamic Future Paisley programme.

You will lead OneRen’s business development function and commercial activities to ensure we achieve our financial objective to increase income surplus to deliver the charitable purposes of the organisation.

The priority focus will be to oversee the delivery of a sensational opening programme of cultural activities and commercial services whilst navigating the landscape of setting optimal pricing to balance profit with customer satisfaction and community benefit. You will direct associated sales opportunities across the organisation, developing a sales focused ethos across the wider workforce.

This is a fantastic opportunity to lead a dynamic team that includes marketing, commercial events, sales, fundraising, retail, and catering as well as contribute to the overall strategic direction of the organisation.

More information can be found within the documents on the Aspen website.

For a confidential discussion, please contact Kate Kennedy, Consultant at Aspen People on 0141 212 7570 or kkennedy@aspenpeople.co.uk

To apply, please contact Aspen directly with your CV and covering letter outlining how your experience makes you an ideal candidate.

Closing date for applications: Sunday 8 January 2023

The interviews will take place on the 17 and 18 January 2023

Reporting to the General Manager, this senior role will primarily involve leading and motivating the heritage team of Castle Guides, responsibility for the conservation, upkeep, and maintenance of the castle, along with its’ artifacts & interpretations, whilst ensuring the delivery of a premium, high-quality visitor experience to the hundreds of thousands of domestic and international visitors we welcome every year.

Alongside these duties, the successful candidate will also support the smooth day to day running of Eilean Donan Visitor Centre in conjunction with their management colleagues across Retail, Food & Beverage, and Visitor Services departments.

The role

To act as a strategic thought partner to Heads of Department and managers, providing effective, professional and proactive HR solutions/programmes which enable individuals and teams to maximise their potential while fostering a culture of inclusivity and readiness for change.

Some of the things you’ll do:

Support the business to attract, retain and develop talent whilst maintaining compliance to employment legislation and best practice and promoting diversity and inclusion.
Manage the effective and timely handling of employee relations case work (disciplinary, grievances, performance improvement, capability) with dignity and respect and implement initiatives to drive and maintain an overall culture of excellent employee relations and healthy communications.
Lead/support on the design and/or delivery of key people projects in line with department objectives, organisational changes and continual improvement initiatives with the aim of achieving alignment and effective communication of key HR priorities. Provide HR expertise to projects led by others.
Design, develop and delivery of training/development initiatives to support and maiximise individuals/teams potential; maximising their performance within the organisation.
Interpret and produce high quality, accurate MI and KPI reports (HR data) to identify people issues and trends within the business and work together with key stakeholders in order to formulate and implement solutions.

What we’re looking for:

You’ll be educated to degree level or hold equivalent experience
Fully CIPD qualified (Chartered member status from the CIPD)
Strong technical and operational knowledge of an array of HR activities from a generalist perspective (e.g. Employee Relations, Diversity and Inclusion, People Analytics)
Specialist knowledge and operational experience in one or more the following areas – organisational development, performance and reward, learning and development.
Skilled in the art of building and maintaining effective relationships at all levels with the ability to establish good rapport and credibility.
What you’ll get in return:

37.5hr working week (Monday to Friday with some weekend working on a rotational pattern and travel between our locations)
34 days annual leave (pro rata)
Access to a healthcare plan
Employer contributory pension scheme
You will receive a staff membership which will give you (and family/friends) free (and discounted) entry to both the Highland Wildlife Park and Edinburgh Zoo as well as a number of other Zoo’s across the UK.
Shortlisting of applications and interviews for this position will take place while the advert is live; the advert will close once a successful candidate has been found. Interested candidates are therefore encouraged to submit applications as quickly as possible.

The position will close at 12pm on Monday 5 December 2022.

Please see the role profile for further information on what the role involves and essential/desirable criteria.

DCA is seeking a new Head of Exhibitions following the announcement that Eoin Dara will be leaving in early 2023 to begin an exciting new role.

DCA’s Head of Exhibitions is responsible for the development, curation and delivery of a programme of contemporary art exhibitions, commissions, projects, publications and events as part of DCA’s creative and cultural programme. Working closely with the Director to fulfil DCA’s vision and shape its critically acclaimed wide-ranging and dynamic programme of Scottish, British and international contemporary art, the Head of Exhibitions manages programme activity both within the gallery spaces and beyond the building, through commissioning, touring, publicly sited work, publications and partnership projects. A central part of Dundee’s visitor offer and city and community life, DCA was named as one of Scotland’s five best art galleries in The Times, with shows recently previewed and reviewed by The Guardian, Frieze, Art Monthly, Art Review and Studio International.

The Head of Exhibitions is a member of DCA’s Senior Management Team, with the Heads of Cinema, Print Studio, Learning, and Operations, the Deputy Director – Head of External Relations and the Deputy Director – Head of Finance. Strong working, supportive and strategic relationships with all SMT members is key. The Head of Exhibitions manages the Exhibitions team, which includes the Exhibitions Manager, Exhibitions Coordinator and Exhibitions Assistant.

The post holder is also responsible for working closely with the Visitor Services Manager, Duty Supervisors and the Head of Learning to support the briefing and development of Visitor Assistants in the gallery spaces.

A creative and focused individual, with a strong network of contacts in the visual arts sector, you will work in partnership with a wide range of external partners and peer organisations to deliver an ambitious and sustainable programme that is a model of excellence regionally, nationally and internationally and which supports DCA’s mission, vision, aims and values. A commitment to equality, anti-racism, social justice and accessibility in all areas of your work is essential.

The Visitor Service Manager is a hands-on role, supporting the Operations Manager to ensure close collaboration between operational teams and central teams, namely, retail, membership, collections conservation and curatorial. The Visitor Services Manager has first line responsibility for all retail sales, admissions income, NTS membership and visitor data at Culzean as well as the care for Culzean Castle and collections.

This includes supporting the Operations Manager to ensure the highest standard of service and experience is offered to our visitors through all responsible areas. The post holder will lead retail and membership teams to exceed sales budgets through exceptional customer service training, merchandising, upselling and experiences. This role will also lead a team looking after Castle and its collections, supporting the curator and conservator to ensure the highest standard of collections care is delivered and engage with our visitors through written and people led interpretation.

The Visitor Services Manager will ensure that all managed departments are safe, secure, clean and comfortable environments in which staff, students, and volunteers can effectively work, and visitors can enjoy. Weekend working is required, and the post-holder will be expected to work flexibly, taking time off in lieu, in accordance with Trust policy.

As a key member of the wider management team at Culzean the role will work with the team to deliver an overall visitor experience strategy, promoting good communication across the property and a joined-up service provision. This role will be part of the property leadership team and will act as Duty Manager for the property on a rota basis.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Retail and Membership

• You will be responsible for setting and achieving stretching budgets for retail and membership.
• You will effectively plan and grow income and profitability as well utilising NTS tools to control costs.
• You will develop business plans for retail, membership and castle/collections, ensuring teams have exceptional product knowledge and the skills to deliver amazing days out.
• You will monitor results regularly and take necessary action to achieve budgets, working with central support teams when required.
• You will create a great environment for your team of staff and volunteers to work.
• You will develop and coach teams, driving strong performance through setting clear objectives.
• You will lead a culture of amazing service and will monitor through regular reviews.
• You will maintain the highest level of visual merchandising.
• You will lead and advocate for a culture of amazing customer service and experiences.
Castle and Collections

• You will lead and participate in the preventative conservation of the collection at Culzean.
• You will be responsible for managing the routine and deep-cleaning programmes, including monitoring environmental controls, monitoring and maintaining deterioration of the collections and supporting the conservator.
• You will lead conservation projects within the Castle, ensuring all teams working within the castle are mitigating against damage.
• You will work with the curator to tell the stories of the house and Culzean in new and exciting ways.
• You will ensure we are telling thew stories of Culzean in exciting and vibrant ways
• You will lead a programme of stories and events within the Castle in collaboration with the Operations Manager.
• You will act as liaison for collections care with the Wedding and hospitality team to ensure the highest level of collections care.
• You will lead a team to support the overall experience plan for Culzean Castle and Country Park.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• Management experience within a museum, visitor attraction, or hospitality industry
• Thorough understanding of how to plan, monitor, and change the visitor experience at a heritage attraction
• Proven experience of team building within and between departments
• Experience of planning and carrying out visitor evaluation, and managing feedback
• Proven experience of managing large multi-disciplinary teams in a busy environment of face-to-face interaction with public
• Proven experience of commercial management within a visitor attraction or equivalent.
• Experience of working within heritage buildings and collections care.
• Working knowledge of collections management and care in historic environment.
• Working knowledge of preventative conservation and practical conservation work.
• Volunteer management experience

• Desirable
• IT Proficient – Word and Excel
• Demonstrable knowledge of Health & Safety
• Flexible attitude to duties and hours
• Uses delegation and coaching skills to help others develop new skills
• Has a solution focused approach and is able to act independently
• Communicates effectively and persuasively, orally and in writing, with internal and external contacts
• Proven ability to act as part of a management team
• Proven ability to form part of a team and lead staff with strong clear direction and purpose
• Proven ability of working to and exceeding targets
• Develops positive and productive relationships with internal and external stakeholders
• Personal commitment to excellence in customer care
• High level of IT skills and experience of multiple work-based systems
• Significant sales experience and front-line interaction with customers
• A genuine understanding of and belief in, the work of the National Trust for Scotland.
• First Aid certification (or willing to be trained)
• Personal license holder (or willing to be trained)

The National Trust for Scotland is developing its approach to environmental management, including greenhouse gas emissions, waste management, water, and energy efficiency. We are creating a new role in our central Conservation & Policy Directorate to lead on developing policies, performance management, and reporting. The post would suit someone with experience in environmental management and reporting, and interested in applying their skills in a conservation organisation.
The protection of Scotland’s natural and cultural heritage, its flora and fauna, and its landscapes and buildings is a core purpose of the National Trust for Scotland, driving activities across the organisation, and informing its identity as a charity, as well as the identity of Scotland and its people. All of these elements are fundamentally threatened by the impacts of climate change. As such, action in response to climate change is a central concern for the Trust.
The Trust has been monitoring its environmental performance in compliance with ESOS and SECR reporting requirements. Planning and reporting against our carbon negative target will require the introduction of new policies, systems and approaches to be adopted across the organisation through procurement, people management and the management of buildings and land.
This has been recognised for a number of years by the Trust and work has been taken forward including development of a Climate Change Action Plan, an adaptation assessment, renewable energy initiatives, climate risk modelling and energy reduction strategies. This year, we have published our new ten-year strategy which commits us to be carbon negative by 2031, giving new momentum to our efforts.
JOB PURPOSE

This job exists to:

Lead on policy, standards and guidance on environmental management and reporting ensuring the organisation is able to meet its target of being carbon negative by 2031 and be transitioning to be more resilient to the impacts of climate change.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

1. Lead on development of environmental management policy, standards, target setting and guidance.
2. Be responsible for reporting on environmental performance including ESOS and SECR and relevant internal performance reporting including key performance indicators and the annual report.
3. Be responsible for ensuring the organisation has sufficient systems in place to manage and report against environmental performance- notably carbon equivalent emissions, waste management, water and energy efficiency
4. Establish a new NTS forum for coordination of environmental management, performance monitoring and sharing best practice
5. Provide advice to property and national function staff on request and through production of briefings and contribution to project and strategy development
6. Act as the lead NTS contact for environmental management issues with external bodies including Scottish Government, SEPA and Scottish Environment LINK
7. Lead on relevant Scottish and UK Government consultations relating to environmental management issues
8. Line manage the Climate Change Coordinator and oversee development of the Trust’s climate change adaptation policies, plans and guidance.
9. Act as a key media spokesperson for NTS on environmental management issues contributing material to NTS communications
10. Contribute to the wider work of the department and the Trust as required

Assistant Retail Manager
Royal Lochnagar Visitor Centre
Permanent – Full Time

Closing date – 10th December 2022

About Us 

This is a chance to be involved in an ambitious and truly one-of-a-kind team where our aim is to create remarkable and unforgettable experiences across each and every one of our venues across Scotland. Our Malt Brand Homes will take visitors on an immersive, multi-sensory journey through the flavours of Scotland, sharing our love for Scotch with a new generation of whisky drinkers. Visitors will lose themselves in the journey whisky-making in our experiences and make purchases from our fantastic retail offerings. We want our guests to embrace every minute with us and feel the same way we do about our heritage. Being part of Diageo means being a torchbearer for our brands and making them even better for the next generation. It’s a career-defining responsibility. If you have a genuine passion for our craft, our character and our products, help us continue the story and build a great career in the process. 

Royal Lochnagar is an iconic visitor centre that provides extraordinary visitor experiences to all our visitors from around the globe.  We captivate and educate our guests whilst leading them throughout our full-sensory interactive tour and tasting experiences. Our people are making history every day and act as true ambassadors for this inspiring brand.  

Feel inspired? Then we may have the opportunity for you. 

About the Role

This truly is the dream job for someone looking to join an inspirational team to harness their passion for delivering extraordinary and memorable experiences for customers. Part of the Management team comes with the responsibility of providing attentive and quality service to visitors and the team. You will lead the day-to-day management of the full Brand Home operations which include; experience, retail, F&B and ensuring compliance. You will be encouraged to run overall operations, leading by example, and prioritizing time on the shop floor in order to encourage the team to deliver premier service.

As the Assistant Retail Manager, you will be passionate about ensuring that store operations are running smoothly, efficiently and to a world-class standard. You will be a motivating presence, creating a collaborative work environment and leading the team in terms of operational excellence, ensuring scheduling, deliveries, inventory, communications and compliance are maintained for the store.

You will assist the Regional Brand Home Manager with all on-site retail functions, including oversight of retail operations, staff scheduling, inventory and stock control, opening and closing, pivotal initiatives, systems guide, and overall support the Brand Home operation.

You will ensure the visitor experience operation is ran with excellence, providing strong and inspirational leadership while crafting an inclusive environment for your team to achieve set goals to ensure we are operating at an elite level. Ultimately, you will set the tone for customer engagement, encourage people to discover Scotch whisky, and promote responsible drinking. As a line manager you will be responsible for coaching, mentoring, and encouraging the Brand Home team and crafting focused development plans for your direct reports.

This role will require weekend and evening work, with opening and closing responsibilities.

Following training completion, this role will involve on-call duties as part of the duty management team rota covering both the Brand Home and Distillery. When on-call you will be required to be within driving distance of the site to attend call outs .

About You

This is the perfect position for a dedicated individual with experience in fast paced retail environments and facilitating extraordinary customer experience through operational excellence. With shown retail operations management experience within a retail or hospitality brand, you will have a consistent record of customer service, delivery of targets and leading engaged and passionate teams. Interested in technology and retail innovation, you will have the ability to solve sophisticated problems in order to create unforgettable customer experiences.

You’ll be an inspirational leader and empower others to work collaboratively with a positive and enthusiastic approach and the ability to develop, support, train and encourage the team to strive for the best and ensure that you are all set up for success.

You will have a proven track record of working at pace, responding to sales performance, handling multiple priorities and you are results driven with an attention to detail. You will be able to monitor and manage financial KPI’s and be able to implement and execute processes and procedures. Along with this you will be able to harness your expert knowledge within operations, leading front of house teams and your strong stakeholder management skills as you will be collaboratively working with the Operations, Supply, Compliance, Finance, and Leadership teams.

This role will have operational complexity and will require advocacy skills, with the ability to think analytically, independently, and strategically. Ideally you will have proven ability to develop strategy and fluently translate this into commercial and operational success.  You will be required to work multiple technology systems for rostering/planning/ticketing etc.

Full training will be provided for you, we just look for individuals who are either passionate or have a desire to become true brand ambassadors for our whisky portfolio.

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. 

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings. 

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying. 

CHARACTER IS EVERYTHING 

We are OnFife and as Fife’s largest cultural organisation we specialise in making jaws drop, hearts warm, eyes light up and imaginations run wild.  We work with a huge range of partners, artists and creatives and our spaces are some of Fife’s favourite places. An ambitious leadership-oriented charity, we’re built on strong values, and those values make us who we are – Fearless, Inviting, Fair and Exciting. 

We’re a real Living Wage employer, and we offer a local government pension scheme, generous holiday allowance and flexible working opportunities.  If you need to travel for work, we can provide pool cars if you’re near head office or pay travel expenses so you are not out of pocket! Along with this, you can also access discounted gym/swim memberships and other employee benefits.

The Role

This is a fantastic opportunity for enthusiastic and highly motivated individuals to join us as Supervisors within one of our community venues, Rothes Halls (x1) or Dunfermline Carnegie Library & Galleries (x2). As part of a small management team, the post holder will support the Venue Manager in the effective delivery of customer and visitor services within the venue.

You will be a key figure, responsible for the promotion of all services within Rothes Halls or Dunfermline Carnegie Library & Galleries, and responsible for aspects of people management for your team. You’ll have responsibility for administrative, budgetary and financial tasks along with ensuring all working and public areas are kept safe, and all our collections are secure. As a member of our Operations Management Team, you’ll work closely with various teams across OnFife to maintain and improve our customer experience.

These are full time posts, and your days and hours of working will flex to meet the business needs and this will include weekend and evening working.

About You

You’ll be an experienced people manager who loves a challenge, excels at building strong relationships and has a passion for providing excellent customer service, ideally within a visitor/customer facing venue. You’ll also have strong IT skills along with an understanding of Health & Safety in the workplace.

How to Apply

If you would like to find out more information about this role before applying, you can contact Ayesha Nickson, Venue Manager for Rothes Halls (ayesha.nickson@onfife.com) or Tracy McCafferty, Venue Manager for DCLG (Tracy.McCafferty@onfife.com) for an informal chat. When you’re ready to apply, please download and complete our Application Form, and return this along with a completed Equal Opportunities Form to HR.FCT@onfife.com The full Job Description can be found by visiting our current vacancies website: https://www.onfife.com/vacancies/venue-supervisor/

OnFife is an equal opportunities employer.

We are proud to support the Armed Forces community and are committed to the Armed Forces Covenant.

The closing date for applications is midnight on Tuesday 13 December 2022
Interviews are proposed to take place on 21 and 22 December 2022