Visitor Services Manager - Retail, Admissions, Membership & Tours
Overview
The Visitor Services Manager is responsible for the operational delivery of the visitor experience in retail, admissions (tours and exhibition) and membership. 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, making the property fully sustainable. The role is a key member of a broader management team responsible for delivering an overall visitor service strategy, promoting effective communication across the site and a joined-up service provision. The Visitor Services Manager reports to the Operations Manager at Mackintosh at the Willow.
Base pay range
Note: This range is provided by s1jobs. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Key responsibilities
* Overall responsibility for the management and delivery of the day-to-day retail and visitor centre operation at MAW.
* Leading, managing and motivating a team of staff and volunteers; recruitment, induction, development, and performance management, ensuring they are fully equipped and motivated to carry out their duties to the required Trust standards.
* Scheduling of staff rotas to ensure adequate cover for retail, any out of hour requirements and scheduling cover for daily tours.
* Organising a housekeeping schedule for laundry and cleaning tasks to maintain consistent cleanliness throughout the property.
* Driving retail and visitor center at the property to achieve its financial targets, maximising income, and profitability.
* Budget – monitoring the department budgets together with the Operations Manager, to ensure that retail and visitor services department finances and staffing budgets are in line with the wider property budgets and to manage, deliver and report on KPI performance.
* Ensuring high standards of presentation and consistency across the property.
* Creating a culture of a ‘warm welcome’ to visitors and ‘exceptional service, every time.’
* Instilling Health & Safety environmental culture and ensuring that the team works within the property’s Safe System of Work to reduce risk of incidents and accidents to volunteers, employees, and visitors.
* Line management and support of a team of VSSs, VSAs and volunteers to deliver excellent visitor services, maximizing opportunities to increase commercial revenue by promoting the venue locally and on a wider scale in collaboration with the NTS Commercial and Marketing Teams.
* Collaboration with the VSM – Creative Learning & Education to facilitate schools and community groups visits and workshops and, in collaboration with other partners, provide training and development placements.
* Responsible for key holder management, security of the building, and emergency procedure implementation.
* Undertaking training in all departments to understand all aspects of the operation.
* Managing the duty management rota to ensure continuous cover as required.
* Daily cash reconciliations, vouchers and billing information recorded according to the Trust’s processes and policies; ensure staff are trained in cash handling.
* Promoting the National Trust for Scotland as a memberships organization and the benefits of becoming a member to achieve memberships KPIs.
* Undertake any other reasonable tasks as required.
Qualifications and requirements
Note: The original description did not include a separate list of formal qualifications. The responsibilities indicate experience in operations management, team leadership, budgeting, health and safety, and cash handling.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Administrative
Industries
* Staffing and Recruiting
Location: Glasgow, Scotland, United Kingdom
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