Job Purpose
This is an exciting supervisory role within the team that manages Haddo House & Garden. Haddo House is part of a wider partnership with Haddo Estate & Aberdeenshire Council and various user groups focusing mainly on the arts.
Engaging visitor experiences and excellent customer services are core to any visit to Haddo House and as Scotland’s largest conservation membership charity, every penny we make supports protecting the nation’s natural and cultural heritage. All Visitor Services Supervisors play a pivotal role ensuring the management objectives are achieved through excellent customer service and often serve as the face of the Trust to visitors and suppliers. The main focus of this role is to identify and develop commercial opportunities, mainly in retail and travel trade, while also seeking to increase income through existing and new visitor experiences.
Visitor Experience
* Manage the day-to-day operation of the property and environs to ensure excellent customer/visitor experience
* Develop and promote new products and offers to enhance member and visitor enjoyment, telling the property’s stories and driving visitor numbers, including the Heart of Haddo family experience
* Develop and promote the Travel Trade offer at Haddo
* Explore and develop new commercial opportunities across the site with all departments at Haddo
* Create a culture of ‘exceptional service, every time’, leading by example with the warm welcome you give
* Act as one of the property group’s duty manager team, responsible for ensuring a safe and smooth visitor operation, addressing issues and opening/closing up the buildings
* Help achieve targets for the completion of visitor surveys to understand more about our visitors
Retail & Admissions
* Build a strong understanding of the customer base to support the central team in developing the product offer
* Work with the team to ensure sales targets are met
* Support the team to ensure membership sales on target
* Lead the team’s merchandising and stock management
* Support a health & safety culture, ensuring compliance with all mandatory requirements
* Account for cost-effective stock management, ordering, storage and wastage control
* Understand and adhere to the sale of alcohol legislation
* Property management
* Work closely with the Visitor Services Manager to ensure health & safety procedures, emergency procedures and environmental procedures are adhered to
* Work within the budget constraints set for the property
Finance performance
* Work closely with the Visitor Services Manager to support with achieving annual budgets and cost control
* Responsible for day-to-day financial administration at the property, including cash/till reconciliation, day-end and week-end reports and reconciliation, completion of the banking processes and updating trackers
* Supervise safe and secure till operations, perform end-of-day income reconciliation as a duty manager and conduct end of month and year financial procedures
People management
* Support the Visitor Services Manager to ensure visitor experience, retail, collection care and housekeeping rotas and holiday allocation meets business needs and staff budgets
* Support volunteer management – including holding volunteer open days
* Enable the team to operate safely to minimise risk of incidents or accidents and take responsibility for emergency procedures
* Collaborate with teams across the site including functions, events, gardens and catering to achieve the wider objectives of the property
* Work closely with specialist advisory colleagues with the North East Regional Team and National Team
Qualifications & Knowledge
Required Qualifications, Skills, Experience & Knowledge
* NVQ3/BTEC/City & Guilds/HND/Degree or equivalent experience
Desirable
* Current First Aid certification (or willingness to train and use)
* Valid SQA Licensing Qualification e.g. Scottish Personal License Holder’s Certificate and Personal License (or willingness to train)
This role requires you to undertake a criminal records check, specifically a Basic Disclosure.
Experience
Essential
* Staff supervisory experience in a visitor attraction, heritage, hospitality or retail, or a similar customer-facing environment
* Excellent visitor/customer service experience
* Operational supervisory experience including responding to incidents or emergencies
* Experience of driving sales or income generation, including working to targets
* Experience of working collaboratively with multiple teams to deliver shared objectives
* Experience of handling cash, tills and routine financial administration
* Strong organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands
* Clear and confident communication skills (written and spoken)
* Competent IT skills including Microsoft Office
Desirable
* A formal qualification in Hospitality, Tourism or Retail
* A genuine understanding of and belief in, the work of the National Trust for Scotland
* Experience of working with volunteers
* Experience of working in an operations role in the visitor/heritage industry
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