Visitor Services Supervisor Retail & Admissions

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supervising/undertaking the day-to-day operation of the property and environs to ensure an excellent customer/visitor experience. This includes supervision of:

• Visitor services, Retail and Admissions, (including ordering, merchandising, stock control & sales targets)
• Line management of Visitor Services Assistants and volunteers to deliver an exceptional visitor experience for all guests. Ensuring the highest level of customer care at all times.
• Maximising space productivity by perpetually reviewing & increasing/decreasing the space allocated to retail products in order to optimise retail income.
• Overseeing and ensuring that the sale of alcohol legislation is adhered to.
• Being visitor/ customer focused by being visible, approachable, and quick to exceed expectations in fulfilling customer needs.
• Duty management and oversight/maintenance of the property
• Deputizing for the Visitor Services Manager / Operations Manager and providing cover for other Visitor Service Supervisors on-site and off-site as required
• Functions, Events, and Catering when acting as Duty Manager
• Promoting the National Trust for Scotland as a memberships organization and the benefits of becoming a member to all visitors.
• Ensure the property social media is managed to generate interest, engagement and help drive visitors.
• Security of the Property.
• Health & Safety procedures, emergency procedures, and environmental procedures.
• Instil a Health & Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees, and visitors.
• In accordance with the property’s procedures, sharing in the common responsibility for the safe evacuation or management of colleagues and visitors in the event of a fire or security alert or alarm.
• Embracing all organisational training required to be taken as part of the role.

Any other reasonable duty where this relates to retail, admissions or visitor experience at the property."