What makes this a great opportunity?
The spirits industry is an exciting, dynamic and fast-paced business. Suntory Global Spirits is the third-largest premium spirits company in the world and this role offers the opportunity to be at the heart of our global business.
To be responsible for supporting the operations and Visitor Centre Manager of Auchentoshan Visitor Centre with the aim of delivering a consistent premium brand experience that will enhance brand values and add value to the business. Additionally, to assist with support and ideas for the ongoing overall growth of the business.
Role Responsibilities
• Manage the day to day Visitor Centre Team in the delivery of visitor tours/distillery experience commensurate with agreed strategy and quest to improve standards.
• Deputise for the Visitor Centre Manger, This position requires working 5 days a week, including weekends, evenings as required.
• Conduct whisky tours and tastings both on and off site as required.
• Carrying out site administration including responding to customer enquiries, SAP/NAV refunds, tour operator bookings, stock ordering/checks, invoicing, Enable etc.
• Ensure Visitor Centre facilities are always maintained to a high standard of cleanliness, in line with all PPE requirements.
• Work with the distillery operations team to ensure company operational procedures and H&S practices are adhered to rigorously by self, team members and customers e.g. PPE requirements
• Attend site meetings (team briefings, distillery operations, H&S etc.) when required to do so. Conduct regular team meetings.
• Organizing events and conferences including open days, on site meetings, team meetings etc.
• Ensure the weekly roster is meticulously planned and resource matches the needs of the forecasted workload as well as annual leave requests
• Work closely with the Visitor Centre Manager to define annual goals/objectives for each team member and ensure these are accurately entered in HR system
• Lead team members, conduct regular one-to-one conversation’s, hold mid and year-end conversations and implement routine review of each employee's performance in role
• Support and lead any recruitment including interviews and selection
• Lead the training and development of new recruits and on-going training to all colleagues, whilst ensuring training records are maintained in the relevant systems
• Take ownership of any required investigations including conduct, capability, absence etc.
• Partner with Trade Visitor Programme Coordinator.
• Take responsibility for planning, organising and allocating appropriate tour guide to host Trade/VIP tour visits
• Take ownership of external brand training
• Identify and make recommendations to the Visitor Centre Manager on Tour Format, spirit and non-spirit products/merchandise and any other potential revenue generating opportunities through sharing best practice from other sites and competitors.
• Growing for good activities.
• Actively promote D&I strategy within the team as well as supporting responsible drinking practices.
• Drive visitor engagement by creating social media content and proactive management of TripAdvisor and Google reviews.
• Collaborate with the marketing team to develop and maintain a comprehensive content plan and calendar, ensuring social media activity aligns with key events, seasonal dates, and broader brand campaigns.
• Monitor daily footfall and sales data to maintain accurate records of spend per head, using these insights to identify trends and maximize retail and tour revenue.
• Conduct regular analysis of Scotch whisky tourism and local visitor attractions to ensure our tour offerings remain market leading. Generate ideas and implement new tour concepts and seasonal events.
Key Skills & Competencies
1. Drive and passion for delivering excellent customer service and experience
2. Excellent communication and interpersonal skills, with a “can do” attitude
3. Good knowledge of Microsoft Word, Excel and PowerPoint
4. Excellent oral and written skills and able to deliver presentations to a wide and varied audience.
5. Proven ability to work on own initiative and to build and maintain excellent relationships with key stakeholders
6. Strong drive and desire to succeed with high levels of energy, focus and ambition
7. Ability to multi-task in a demanding environment
8. Strong commercial acumen, knowledge and understanding of budgets, forecasting and P&L accounts.
Qualifications
9. Has 2-3 years’ experience of leading a team in a management capacity, including allocation of resource, colleague training, motivating teams and customer service delivery standards.
10. Experience in presenting to wide range of audiences.
11. An in-depth knowledge of Suntory brands and company values.
12. Current Driving License
13. Previous experience within the hospitality, retail and/or tourism sector is desirable.
While relocation, immigration, and/or tax compliance support are not guaranteed, we may offer assistance to successful candidates depending on factors such as role requirements in accordance with company guidelines. At Suntory Global Spirits, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Suntory Global Spirits is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant’s skills and experience.