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Visitor Services Supervisor - Welcome & Engagement

ASVA

Visitor Services Supervisor - Welcome & Engagement

£28000

ASVA, Glenfinnan, Highland

  • Full time
  • Permanent
  • Onsite working

Posted 1 week ago, 20 Apr | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: e1ae8ace4e4f41cf89d8311d6566cc6a

Full Job Description

  • Offer a positive first impression and excellent customer service to our visitors, tour groups and local community, and, ensure all members of the Welcome team do the same.

  • Organise the opening of Glenfinnan Monument, enabling visitors to safely climb to the top of the tower.

  • Improve the ways we share Glenfinnan's stories through our exhibits, daily programming and events.

  • Support property-wide targets for completion of visitor surveys to understand more about our visitors.

  • Provide content for social media, website and other publications to encourage people to visit, especially during quieter periods, and ensure our visitors are well-prepared with accurate pre-visit information.


    • Staff leadership

  • Supervise the activities of a team of Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through effective recruitment, induction, training, task-setting and coaching on front and back-of-house routines.

  • Prepare effective team rotas and holiday allocation to meet business needs.

  • As a member of our duty manager team, responsible for ensuring a safe and smooth visitor operation, addressing issues, and opening/closing up the visitor centre.


    • Performance indicators and targets

  • Share responsibility for monitoring weekly, monthly and annual sales performance and achieving targets for membership recruitment and admissions income.

  • Evaluate reviews and ratings from visitor surveys and visitor feedback to improve visitor enjoyment.

  • As a member of our duty management team, supervise daily till operations and perform end-of-day cashing up and income reconciliation.

  • Work within budget for staffing, equipment and other expenditure needs.

  • Ensure we remain compliant with our health and safety procedures and record-keeping.

  • Seek to improve staff satisfaction as detailed through staff surveys.


    • Tools / equipment / systems

  • Laptop, Microsoft 365 and online management systems for finance, people management, training

  • Car park machines and people counters.

  • EPOS tills and chip and pin machines.