Visitor Services Supervisor Food and Beverage
This is a fantastic opportunity to work as part of our leadership team at the world famous Inverewe Garden, which attracts tens of thousands of people from across the globe every year.
The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and with delegated responsibility for Food and Beveridge (F&B) duty management is very often the face of the Trust to visitors. As such directly influences public perceptions of the Trust and is significant to developing and maintaining the propertys reputation
As the F&B Visitor Services Supervisor, you will be responsible for the day-to-day supervision of the operations at our popular 190-seater Osgoods Café, and smaller Bothy outlet in the Garden itself. This will involve working an 8-hour shift between the hours of 8.30a.m, and 5.30p.m. You will work with the Visitor Services Manager to del iver our quality standards and performance targets, ensuring we offer customers a fantastic Food & Beverage experience. Occasionally the role may be required to help cover Food and Beveridge at our close by site Corrieshalloch Gorge. Work transport provided.
You will be an enthusiastic team player who can supervise, coach and motivate your team. You will also be part of a broader duty management team responsible for promoting good communication across the site and a joined-up visitor services provision.
As a charity, every penny we raise goes back into the National Trust for Scotlands conservation work, caring for this special place. You will lead by example and work with the Visitor Services Manager to create an enticing F&B menu, to recommend and upsell our range, and to promote complementary income streams like retail, membership and donations. Youll help answer visitors questions about things to do here and share your enthusiasm for Inverewe, the work we do and what their money is funding.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES Catering operation
Support the VSM to develop our menu ensuring our cafes offering is appealing, profitable and sustainable.
Lead with preparation, cooking, training and presentation of a high-quality food and drink offer.
Ensure compliance with health and safety, food hygiene, food allergen, licensing and environmental health standards, completing all related record-keeping.
Accountable for cost-effectivestock management, ordering, storage and wastage control.
Visitor experience
Offer excellent customer service and ensure all members of the F&B team do the same.
Support property-wide targets for completion of visitor surveys to understand more about our visitors.
Act as one of our duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the café, addressing issues and emergency procedure and providing relief cover, as required.
People management
Supervise the activities of a team of seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective induction, training, task-setting and coaching on front and back-of-house routines.
Prepare weekly catering rotas to meet business needs.
Work closely with specialist advisory colleagues, i.e. our Trust-wide Catering Development team.
Finance Management
Share responsibility for achieving an F&B budget of around £350,000 a year.
Monitor commercial performance and adjust activities to capitalise on sales opportunities and run a cost-effective catering operation.
Supervise daily café till operations and perform end-of-day income reconciliation as a duty manager.
Assist the F&B Manager with menu costing and stock-taking.
Performance indicators and targets
Weekly, monthly and annual sales and cost of sales targets
Food compliance standards and record-keeping
Visitor enjoyment reviews and ratings from visitor surveys and visitor feedback
Staff satisfaction from staff surveys
Tools / equipment / systems
Access to laptop and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet and Microsoft 365.
EPOS tills and chip and pin machines.
Fully equipped commercial catering kitchens.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE Qualifications & knowledge
Level 2 Intermediate Food Hygiene Certificate or above
Current driving license
Desirable
Qualifications in Catering, Hospitality, Tourism or Event Management
Current First Aid certification (or willingness to train and use)
SQA recognized personal license.
Experience & skills
Hands on working in a busy catering and sales environment, ideally in a visitor attraction setting
Excellent leadership and influencing skills, supervising and supporting staff on a daily basis
Enthusiasm for preparing and serving high quality food and drink.
Passion for and ability to demonstrate the exceptional customer service required of all staff.
Confident communication skills (written and spoken)
Computer literacy and familiar with Microsoft software
Experience with cash handling, monitoring, and interpreting financial data.
Strong time management and organisation skills
Ability to be proactive and to take initiative.
Understanding of and belief in the work of the National Trust for Scotland
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