Job Purpose
We are looking for an experienced and talented visitor‑focused manager to join us at Drum Castle, Gardens & Estate. You will be responsible for the operational delivery of the overall visitor experience within Drum Castle and the wider Estate, delivering performance standards and targets to ensure excellent levels of visitor satisfaction, while maximizing key commercial, financial and development objectives and ensuring the property is fully sustainable. Your vision will build on our current offer and bring fresh ideas to showcase the site to a wider audience, delivering memorable visitor experiences. You will lead a team committed to ensuring Drum Castle, Gardens & Estate is recognised as a first‑class visitor attraction and be part of a broader management team responsible for delivering an overall visitor service strategy, promoting good communication within the property and across the region and with the wider National Trust for Scotland.
Key Responsibilities and Accountabilities
* Staff and volunteers – recruitment, induction, development, motivation and performance management to ensure they are fully equipped and motivated to undertake their duties to the Trust standards within budget.
* Line management of Visitor Service Supervisors with oversight of Visitor Services Assistants.
* Instill a Health & Safety culture across the property, maintaining compliance and ensuring the team works within the Risk Assessments to reduce incidents.
* Budgets – setting, phasing, monitoring, reporting and adjustments together with the Operations Manager, Regional Director, Business Manager and Finance Manager.
* Plan and deliver an annual events and functions strategy with the NE regional events team.
* Create a culture of exceptional service, ensuring high standards of delivery and presentation at all times.
* Drive the visitor services experience to achieve financial targets, maximize income and profitability within Trust procedures.
* Ensure the cornerstones of the National Trust for Scotland – conservation, access, visitor experience – are achieved at all times.
* Take responsibility for opening, closing and security of buildings, emergency procedures, duty management and providing relief cover as required.
* Act as the responsible person for safeguarding children and vulnerable adults, with a required criminal record check.
* Manage visitor‑related buildings and facilities, including natural play area and exhibition space.
* Work with building and wider management teams to maximize longevity of Trust buildings and fittings through maintenance and replacement regimes.
* Ensure statutory and company requirements for Health & Safety, Food Safety, Environmental and alcohol sale legislations and procedures are met.
* Deliver an engaging programme of tailored events that drive footfall to the estate.
* Support the Visitor Services Supervisor (F&B) and the central F&B team to maintain catering standards and develop the offer.
Structure
The NE region is organized into four clusters: Aberdeenshire East (Haddo, Pitmedden, Drum), Aberdeenshire Central (Crathes, Fyvie), Aberdeenshire West (Fraser, Craigievar, Leith Hall) and Angus (House of Dun, Barries Birthplace, Barry Mill). Drum Castle’s Visitor Services Manager reports directly to the Operations Manager (Aberdeenshire East). Additional support comes from the NE Regional office team, comprising the Regional Director, Business Manager, Heritage Services and Garden & Design Landscape Manager, as well as the central NTS teams.
Preferred Qualifications and Experience
* NVQ3/BTEC/City & Guilds/HND/Degree or equivalent experience.
* Management experience within a museum, visitor attraction or hospitality industry.
* Hands‑on experience in retail, events and admissions, demonstrating strong customer service skills.
* Proven team‑building ability across departments.
* Solution‑focused approach capable of acting independently.
* Excellent presentation, communication (written and oral) and influencing skills.
* Experience in fast‑paced environment with quick decision‑making and workload management.
* Retail and sales experience.
* Experience managing social media and promotional activities.
* Direct experience of managing multi‑strand visitor/commercial services operation in a heritage or tourist‑attraction context.
* Computer literacy and advanced MS software skills.
* Understanding of report writing and financial management.
* Well‑developed time‑management and organisational skills.
* Current driving licence.
* First Aid certification (or willingness to train).
* Significant sales experience and front‑line customer interaction.
* Volunteer management experience.
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