Visitor Services

PURPOSE OF THE ROLE

To assist the VSS Operations with the smooth running of Culzean Castle & Country Park ensuring that a five star experience is delivered at all times. This includes, but not limited to, general administration tasks in support of Culzean Castle & Country Park operations and demands a high level of customer service, organisational skills and the ability to use your initiative with an attention to detail essential.

The main focus of the role will be cash handling, data recording and dealing with basic financial transactions.

KEY RESPONSIBILITIES

• Administrative support to the VSS Operations and Operations Manager and other key departments as required
• Providing the first point of contact at Culzean and ensuring that communications are answered, forwarded and recorded effectively and in a timely fashion
• Organising meetings, circulating advance papers, taking and distributing minutes and monitoring action points required of staff
• Processing financial transactions (e.g. cash handling, data entry, purchase ordering, and expense claims) on a regular basis using an IT-based finance package
• Coordination of the ongoing maintenance of properties to maintain the highest standards
• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors
• Taking and processing educational/group bookings and liaising with relevant departments to ensure the smoothing running of each
• Management of the property diary and preparation and distribution of the weekly programme as well as other reports as required
• Placing orders and completing necessary documentation as and when required
• Provide an excellent level of customer service to all external and internal customers
• Assisting with the management of the property’s social media and website information
• Assist with general visitor services departments, including catering& hospitality, retail, housekeeping, admissions and events as required. Full training will be given across each area.

SCOPE OF ROLE

People Management
• Is not a line manager but will work closely with the VSS Operations
• The post holder will work closely with other property colleagues, particularly activity managers in the Culzean Management team, and will have interaction with other colleagues based in other locations as well as regular customers, clients, partners and service suppliers

Financial Management
• No budget responsibility however the role will be responsible for the administration of the Trust’s financial processes and procedures

SKILLS, EXPERIENCE & KNOWLEDGE

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

Essential
• Demonstrable secretarial experience, including experience of cash handling and attending to work of a confidential nature
• High standard of written and spoken English
• Excellent organisational and administrative skills with the ability to organise and manage systems and processes necessary for the smooth running of a busy visitor attraction
• Excellent communication and interpersonal skills – able to interact with wide range of people tactfully and diplomatically
• Excellent customer care skills
• Strong team-player, committed to supporting team members
• Proficient user of Microsoft Office products (Word, Access, PowerPoint & Excel), Internet and email, with confidence in using and learning IT software generally
• Ability to work without supervision and under pressure, to tight deadlines and in environment of changing priorities
• Rigorous and accurate attention to detail
• Proactive, motivated and flexible attitude
• A current valid driving licence

Desirable
• Good working knowledge of general visitor attraction management matters
• Awareness of the needs and standards of a high-quality tourist destination

The Key Responsibilities and Skills, Experience & Knowledge 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.

We are looking for an experienced and forward-thinking individual to join the management team at the vibrant Pitmedden Garden and Museum of Farming Life.

This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the future and what we do every day as a business: Bringing people together and providing them with the greatest visitor experience.

Brilliant design and meticulous maintenance give Pitmedden Garden its unique charm. With almost 6 miles of clipped box hedging, the parterres at the heart of the garden are a masterpiece of intricate patterns and sparkling colours, drawing visitors from near and far.

JOB PURPOSE

You will be responsible for the operational delivery of the overall visitor experience within Pitmedden Garden and the wider Estate.

Delivering performance standards and targets to ensure excellent levels of visitor satisfaction, while maximising key commercial, financial and development objectives, to ensure the property is property fully sustainable.

Your vision and drive will continue to build on our current , from creating fresh visitor numbers, bringing fresh ideas to showcasing our site to a wider audience, to handling initial enquiries and delivering memorable visitor experiences. Ultimately ensuring Pitmedden Garden is recognised as a first-class visitor attraction.

You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication within the property and across the division as well as a joined-up service provision.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• 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;
• Responsible for the line management of Visitor Service Supervisors and Visitor Services Assistants, within Pitmedden Garden.
• 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.
• Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager, General Manager, Business Manager and Finance Manager) to ensure that the finances are sustainable within the context of the wider property budgets;
• Plan and deliver annual events and functions strategy with support of NE regional office and Visitor Service Supervisors.
• Create a culture of ‘exceptional service, every time’. Delivering high standards of delivery and a consistently warm welcome within the catering department
• Driving 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 every property namely, conservation, access and memorable visitor experiences for all guests.
• You will 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.
• Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required;
• The post holder will be designated for the property as the “responsible person” concerning issues around the safeguarding of children and vulnerable adults. For this element of your role, you will be required to undergo a criminal record check.

Department specific – visitor services

• Managing visitor-related buildings and facilities (e.g. retail and admissions, building, plant sales area, rental accommodation, holiday accommodation, nature hide).
• Ensuring that the longevity of the Trust’s buildings and fittings are maximised through appropriate maintenance and/or replacement regimes;
• To 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
• Adhering to the sale of alcohol legislation, being a Premises Manager.
• Deliver an attractive and engaging programme of tailored events which drive footfall to the estate.
• Supporting the Visitor Services Manager (Catering) to ensure catering standards are maintained.

Structure
The structure of the NE region includes three clusters named Aberdeenshire North (Haddo, Fyvie, Pitmedden, Fraser), Aberdeenshire South (Crathes, Drum, Craigievar) and Angus (House of Dun, Barries Birthplace, Barry Mill).
The Visitor Services Manager for Pitmedden Garden reports directly to the Operations Manager (Aberdeenshire North).

Additional support is provided through the NE Regional office team which comprises of General Manager, Business Manager, Heritage Services and Garden and Design Landscape Manager.

Central support resource is also provided through Consultancy Services.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• NVQ3/BTEC/City & Guilds/HND/Degree or equivalent experience;
• Management experience within a museum, visitor attraction or hospitality industry.
• Ability to work ‘hands-on’ – including in the retail, events and admissions areas – alongside the team members, demonstrating the customer service skills required of all staff.
• Proven experience of team building within and between departments.
• Has a solution focused approach and is able to act independently.
• Excellent presentation skills.
• Experience in a retail and sales environments
• Hold a valid and recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License.
• Experience of managing social media and delivering promotional activities.

Experience

Essential
 Have direct experience of managing multi-strand visitor/commercial services operation – ideally in a heritage or tourist-attraction context;
 Possess excellent communication skills (written and oral)
 Computer literacy with excellent ability on MS software;
 Excellent leadership and influencing skills;
 Excellent understanding of report writing and financial management;
 Well-developed time management and organisation skills.
 Current driving licence.

Desirable
 Current First Aid certification (or willingness to train and use).
 Significant sales experience and front-line interaction with customers.

DIMENSIONS AND SCOPE OF JOB

Scale
– The Visitor Services Manager will be accountable for delivery of c.21 k visitors, Income generation of c. £262k and expenditure management of c. £440k.

People Management
• The post-holder will directly manage both full time, seasonal staff and volunteers within all disciplines within the commercial & visitor services disciplines.
• The post will also work alongside the Head Gardener, who will line manage the garden team and the Visitor Services Manager (Catering), who will line manage the catering team.
• The post-holder will support delivery of cluster led Operations Manager initiatives.
• The post-holder will work frequently with the following centralised departments: Buildings; Finance & IT Support; Human Resources and regionally with the Development Managers for Retail and Catering.

Finance Management
• The Operations Manager is the overall budget-holder, but the post-holder has devolved responsibility and accountability for the following budget activities: Admissions & Membership; Property income, Retail & Plant Sales; Rental & Holiday Accommodation and annual expenditure.
• Is responsible for managing staffing costs within the property as per delegated budgets.

Key performance indicators and targets

• To monitor the work of the team and carry out appraisals ensuring that information is filed appropriately, with development plans that are actively used;

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge 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.

We are looking for an experienced and talented customer focused manager to join us at our fantastic property, Haddo House.

This is an exciting opportunity within the heritage industry and the ideal candidate must be passionate about our vision for the Future and what we do every day as a business: Bringing people together and giving them the greatest visitor experience.

Situated in wonderful parklands, Haddo House is an iconic historical landmark that has been part of the National Trust for Scotland since 1979. These days, Haddo House has established itself as the flagship venue of the Aberdeenshire North region.

Spread over four floors, Haddo House boasts one of the most impressive interiors in the area, with an incredibly rich & fascinating history. The flexible interior space making it idea for weddings, corporate hospitality, and events.

The property also comprises of; a large multi-use courtyard which houses the retail and catering areas, one of the best gardens in Aberdeenshire, as well as two function / events and conference spaces and a large events lawn.

JOB PURPOSE

You will be responsible for the operational delivery of the overall visitor experience within Haddo House and the wider Estate.

Delivering performance standards and targets to ensure excellent levels of visitor satisfaction, while maximising key commercial, financial and development objectives, to ensure the property is property fully sustainable.

Your vision and drive will continue to build on our current , from creating fresh visitor numbers, bringing fresh ideas to showcasing our site to a wider audience, to handling initial enquiries and delivering memorable visitor experiences. Ultimately ensuring Haddo House is recognised as a first-class visitor attraction.

You will be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication within the property and across the division as well as a joined-up service provision.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• 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;
• Responsible for the line management of Visitor Service Supervisors and Visitor Services Assistants, within Haddo House.
• 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.
• Budgets – (setting, phasing, monitoring, reporting, pro-active and re-active adjustments together with the Operations Manager, General Manager, Business Manager and Finance Manager) to ensure that the finances are sustainable within the context of the wider property budgets;
• Plan and deliver annual events and functions strategy with support of NE regional office and Visitor Service Supervisors.
• Create a culture of ‘exceptional service, every time’. Delivering high standards of delivery and a consistently warm welcome within the catering department
• Driving 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 every property namely, conservation, access and memorable visitor experiences for all guests.
• You will 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.
• Taking responsibility for opening and closing and security of buildings as well as emergency procedure implementation, duty management and providing relief cover as required;
• The post holder will be designated for the property as the “responsible person” concerning issues around the safeguarding of children and vulnerable adults. For this element of your role, you will be required to undergo a criminal record check.

Department specific – visitor services

• Managing visitor-related buildings and facilities (e.g. retail and admissions, building, plant sales area, rental accommodation).
• Ensuring that the longevity of the Trust’s buildings and fittings are maximised through appropriate maintenance and/or replacement regimes;
• To 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
• Adhering to the sale of alcohol legislation, being a Premises Manager.
• Deliver an attractive and engaging programme of tailored events which drive footfall to the estate.
• Supporting the Visitor Services Manager (Catering) to ensure catering standards are maintained.

Structure
The structure of the NE region includes three clusters named Aberdeenshire North (Haddo, Fyvie, Pitmedden, Fraser), Aberdeenshire South (Crathes, Drum, Craigievar) and Angus (House of Dun, Barries Birthplace, Barry Mill).
The Visitor Services Manager for Haddo House reports directly to the Operations Manager (Aberdeenshire North).

Additional support is provided through the NE Regional office team which comprises of General Manager, Business Manager, Heritage Services and Garden and Design Landscape Manager.

Central support resource is also provided through Consultancy Services.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential
• NVQ3/BTEC/City & Guilds/HND/Degree or equivalent experience;
• Management experience within a museum, visitor attraction or hospitality industry.
• Ability to work ‘hands-on’ – including in the retail, events and admissions areas – alongside the team members, demonstrating the customer service skills required of all staff.
• Proven experience of team building within and between departments.
• Has a solution focused approach and is able to act independently.
• Excellent presentation skills.
• Experience in a retail and sales environments
• Hold a valid and recognised SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License.
• Experience of managing social media and delivering promotional activities.

Experience

Essential
 Have direct experience of managing multi-strand visitor/commercial services operation – ideally in a heritage or tourist-attraction context;
 Possess excellent communication skills (written and oral)
 Computer literacy with excellent ability on MS software;
 Excellent leadership and influencing skills;
 Excellent understanding of report writing and financial management;
 Well-developed time management and organisation skills.
 Current driving licence.

Desirable
 Current First Aid certification (or willingness to train and use).
 Significant sales experience and front-line interaction with customers.

DIMENSIONS AND SCOPE OF JOB

Scale
– The Visitor Services Manager will be accountable for delivery of c.29 k visitors, Income generation of c. £314k and expenditure management of c. £560k.

People Management
• The post-holder will directly manage both full time, seasonal staff and volunteers within all disciplines within the commercial & visitor services disciplines.
• The post will also work alongside the Head Gardener, who will line manage the garden team and the Visitor Services Manager (Catering), who will line manage the catering team.
• The post-holder will support delivery of cluster led Operations Manager initiatives.
• The post-holder will work frequently with the following centralised departments: Buildings; Finance & IT Support; Human Resources and regionally with the Development Managers for Retail and Catering.

Finance Management
• The Operations Manager is the overall budget-holder, but the post-holder has devolved responsibility and accountability for the following budget activities: Admissions & Membership; Property income, Retail & Plant Sales; Rental Accommodation and annual expenditure.
• Is responsible for managing staffing costs within the property as per delegated budgets.

Key performance indicators and targets

• To monitor the work of the team and carry out appraisals ensuring that information is filed appropriately, with development plans that are actively used;

The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge 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.

To provide operational coordination and supervision of retail, visitor services, and events at the Bachelors Club, 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, 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

• Responsible for a wide variety of duties in connection with the presentation, operation, cleanliness and maintenance of the property.
• Cash handling, reconciliation and carrying out banking duties.
• Maintain the highest standards of customer and visitor service ensuring all visitors enjoy their visit to the property and will recommend it to others.
• Achieving financial targets in respect of admissions, retail and membership sales
• Responsible for the stocking of the shop, sales and stock management in conjunction with the Retail Supervisor at RBBM.
• Work closely with other managers across the Burns portfolio to deliver a programme of visitor events which increase visitor numbers, drive secondary spend and support overall property targets.
• Promoting and encouraging visitors to complete visitor surveys at the property or gathering contact details for survey at a later date.
• Responsibilities also involve maintaining the security of the property and its contents, keeping the building clean and functional, following best-practice at all times, and maintaining its 3 star VisitScotland, and Bronze Green Tourism award rating.
• Sharing in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• To increase membership of the National Trust for Scotland.

Eden Scott is delighted to be working with Hamilton Park, an award-winning horse racing, conference, events and accommodation resort, with a first-class season of fixtures and so much more.

They have a 5* Visitor Attraction rating – VisitScotland’s highest accolade and were crowned 2018 RCA Showcase Champions at the prestigious industry awards ceremony where venues from across the UK are recognised for showing ‘excellence and innovation’ in customer experience.

They empower their team, to not only contribute, but also have a positive impact on the development of Hamilton Park.

Their team continues to evolve as the business grows and they very much take the approach of ‘aces in spaces’ – employing the right people for the right roles and then giving them the opportunity to exceed their potential. They are incredibly proud of their culture which promotes professional respect and pride in their work.

Their mantra is, ‘By working together, we can all achieve more.’

An exciting opportunity has arisen to join the team in the role of Racecourse Operations & Experience Manager, this role reports into the Racecourse General Manager and is an integral part of the racecourse team and an ambassador for the racecourse with racing professionals and the general public.

Key responsibilities of the role:

Duties include:

Ensure retention of our 5 Star Visitor Attraction status through delivery of exceptional customer service standards from the racecourse team and suppliers
Project management of racecourse site improvements
Budget control – delivering value for money through robust management of the supply chain, with proactive forecasting and monitoring of all relevant budget lines
Venue presentation for racedays and extensive non raceday business
Contractor management including liaison with onsite catering partner
Preparation and delivery of a 3 year maintenance and site development plan
Management of the maintenance team and the ongoing maintenance work schedule alongside the Resort Facilities Manager
Management of proactive and reactive maintenance, small works and refurbishment
Assisting the Senior Management team on any project for the growth and development of the Company
Control of Event Day Operations, including but not limited to;

Operational planning to deliver safe and top-class events
Traffic management
Contractor management including Police and Security services
Cleaning contract management
Raceday staff management
Implement customer service strategy in all areas
Health and Safety – Liaison with the Safety Officer and Resort Facilities Manager
Key skills and experience required:

Operational/Visitor Service experience from a Visitor Attraction, outdoor venue, hospitality venue or similar and ideally, demonstrable success in operational planning and service delivery at outdoor events
Strong attention to detail with a real focus on customer experience and service
Able to demonstrate initiative and a pro-active approach to operational delivery
Strong time management and organisational skills
Financially astute with good IT and communication skills
An understanding of Health and Safety management is desirable
An interest in horse racing is desirable but not essential
This role offers an excellent competitive salary, annual bonus and significant company benefits.

Eden Scott are dealing exclusively with Hamilton Racecourse on this vacancy so to be considered for this exciting opportunity with a truly unique and best in class employer, please submit your CV online clearly stating salary expectation or to sally.rae@edenscott.com and for an informal chat or to receive the full job description please email or call Sally on 07776 662506.

Eden Scott is delighted to be working with an ambitious Public Sector Charitable Trust to recruit a Deputy Operations Manager.

The Trust is Fife’s largest cultural organisation, they specialise in making jaws drop, hearts warm, eyes light up and imaginations run wild. They work with a huge range of partners, artists and creatives and their spaces are some of Fife’s favourite places. A leadership oriented organisation, they’re built on strong values, and those values make them who they are – Fearless, Inviting, Fair and Exciting.

As part of their ongoing commitment to welcome communities back into their spaces they’re wanting to add to their team and help them to deliver on their ambitious plans for the future.

This new role of Deputy Operations Manager will be responsible for the management and development of staff and services at 29 library facilties and will play a pivotal part in helping lead the Trust through an extensive Recovery & Renewal Strategy that they’re shaping up, not only in response to the covid pandemic, but also in the recognition that their libraries need to continuously evolve.

This post will directly line manage 7 cluster/areas across Fife, accounting for 25 libraries with a further 4 libraries sitting within their Venues; with which you’d closely collaborate.

You’ll work very closely with their other Deputy Operations Manager who will take the lead on their Venues, Theatres and Heritage sites, and you’ll liaise directly with their Creative Development Team to ensure that they’re: living their values; well governed; forward looking and relevant and trusted by their communities.

Being part of their Operations Team means delivering a great overall service experience to their communities. There’s a lot of day-to-day management and leadership but it’s equally about working collaboratively with colleagues. The role holder will embrace an equitable and co-ordinated approach to service delivery and development and the successful candidate will be a key member of their Senior Management Team, demonstrating the vision, empathy and agility to contribute at the highest level.

Key Tasks & Responsibilities include:

• Provide leadership, support and coaching to Cluster Supervisors regarding the management and operation of the facilities.
• To support the reshaping of how they deliver front line services in line with changing customer behaviour needs, by collaborating and developing options and plans to modernise and realise a valued and enhanced service to their communities.
• Implement the organisation’s Health and Safety policies and ensure that all staff across the sites are well trained on all procedures.
• Assist with the implementation of corporate initiatives including the management and delivery of major projects.
• Contributing to the overall operational strategy of the organisation as part of the Operations Team.
• Developing specific proposals and ideas to improve the pace and nature of change within the sites and to support managers across the venues to share good ideas to implement best practice.
• Seek and support continuous improvement recognising and rewarding performance and encouraging innovation
• Contribute to, and deliver against, the Trusts strategic objectives and associated strategies, eg business plan, financial plan, customer services plan, communications plan.

Key skills and experience required:
Applying candidates should have a CV that details:

• Excellent leadership skills with the ability to motivate others.
• Operational management within a multifaceted customer focussed organisation where experience has been gained developing and maintaining effective relationships and partnerships internally and externally.
• Experience of financial and business planning and budget management

This is a truly unique and exciting opportunity for the right person to join the Trust as they develop their team and welcome communities back into their spaces.

This role will be based in Kirkcaldy and the post holder will be required to travel throughout Fife, applicants must have a driving licence and their own car.

Salary up to £37,500 dependant on experience, benefits include a local government pension, death in service, generous holiday entitlement of 32 days and flexible working.

Eden Scott is dealing exclusively with this client on this vacancy so please submit your CV on line or to sally.rae@edenscott.com Sally Rae 0131 550 1138

Eden Scott is delighted to be working in partnership with The Great Tapestry of Scotland located in Galashiels in the Scottish Borders.

The visitor centre opened in August 2021 and exhibits the world’s largest tapestry consisting of 160 hand-stitched panels created by 1,000 stitchers and illustrating Scottish history from 8,500 BC. Andrew Crummy was the artist who created the original designs for the panels and the founding trustees realized and developed the project to what it is today.

This new visitor attraction has high ambitions for attracting new and repeat visitors. The architecture and the change in the landscape of Galashiels is significant and energizing. As a new visitor experience, it will provide a remarkable opportunity for visitors to see 12,000 years of Scottish history illustrated through tapestry whilst offering a café, retail shop and events space.

An exciting opportunity has arisen to join the team at the Museum in a newly created role of Operations Manager, this is a visible and senior management role where you will manage a team of Visitor Officers focused on delivering an enriching visitor experience with first class customer service and is a unique and exciting opportunity to be part of something nationally significant that will bring visitors from across the world to the Borders.

The role will be focussed on the drive for income and footfall by maximizing the potential of the Great Tapestry of Scotland. In addition, the post holder will maintain and increase efficiencies by overseeing organisational activities of the business in a variety of areas to include finance and IT, as well as human resources in the supervision, hiring and training of employees, manage quality assurance programs and process improvements.

Key responsibilities:
• Lead, motivate, and support a team of 12 within a time-sensitive and demanding environment to deliver a quality visitor experience,
• Develop, implement, and maintain quality assurance processes
• Ensure operational activities remain on time and within a defined budget
• Track staffing requirements, hiring new employees as needed
• Develop and manage a volunteer’s team strategy.
• Work closely with legal and safety departments to make sure activities remain compliant
• Conduct budget reviews and report cost plans to management

Key skills and experience required:

Ideally, you will be a natural leader, confident, with excellent communication skills and have a CV that demonstrates the ability to lead, motivate and inspire the team to take pride in their roles, as well as developing multiple revenue streams to drive the business forward.

• Experience in management of paid visitor attraction or leisure environment with multi-purpose income streams
• 2+ years’ proven experience in an operations management position
• Experience in managing catering and retail operations in a paid visitor attraction.
• Ability to be a good team leader and have well developed interpersonal skills with the ability to develop and maintain effective working relationships
• Experience in developing and increasing income
• Experience of delivering services that are compliant with health and safety
• Driving licence and own car

Salary up to £30,500 with company benefits.
Eden Scott is dealing exclusively with this client on this vacancy so to be considered for this exciting opportunity please submit your CV online or for an informal chat or to receive the full role information pack and job description please call Sally on 07776 662506.