Visitor Services Manager

KEY RESPONSIBILITIES AND ACCOUNTABILITIES  

Recruit, induct, develop, motivate and manage staff and volunteers, ensuring they are equipped to carry out their duties to Trust standards and within agreed staffing budgets. 

Line manage Visitor Services Supervisors and oversee Visitor Services Assistants. 

Link all operational areas across the estate and ensure excellent communication between departments. 

Embed a strong health and safety culture across the property, maintain compliance records, and ensure the team follows property risk assessments to reduce incidents affecting volunteers, employees and visitors. 

Work with the Operations Manager, Regional Director, Business Manager and Finance Manager to set, phase, monitor and report on budgets, making proactive and reactive adjustments as required. 

Support with the delivery of an annual events and functions strategy and actively promote venue hire opportunities. 

Create a culture of “exceptional service, every time”, maintaining high standards of delivery and overall estate quality standards, and ensuring every visitor receives a warm welcome. 

Spearhead the drive to achieving 5* visitor attraction rating. 

Lead the visitor services experience to meet financial targets, maximise income and profitability, and ensure efficient, cost-effective working in line with Trust procedures and instructions. 

Deliver the National Trust for Scotland’s core aims of conservation, access and memorable visitor experiences for all guests. 

Take responsibility for opening, closing and securing buildings, implementing emergency procedures, duty management and providing relief cover when required.