Visitor Services Supervisor – Food & Beverage

JOB PURPOSE 

To provide operational delivery of the visitor experience and supervision in the Food & Beverage department at Culloden Battlefield Cafe in line with the Trust’s policies. Including but not limited to Front of House Café, Kitchen and Catering Trailer. Delivering Performance standards and targets to ensure enjoyment of the property by visitors and members is maximised and key commercial, financial and development objectives are achieved to make the property fully sustainable.

You will ensure that visitors from across the globe have an enjoyable experience here through excellent service standards and menu availability.

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:

Food & Beverage Operation

• Lead with menu development and the preparation 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.
• Assist with food led events throughout the year to support over all business goals.
• Ensure high standards of kitchen hygiene, cleanliness and tidiness, keeping up-to-date compliance documentation (HACCP, COSHH checklists and temperature sheets).
• Ensure food production adheres to allergen guidelines, in particular Natasha’s Law, and support the implementation of upcoming laws, e.g. displaying nutritional value & calorie counts.
• Minimise wastage and identify potential savings to achieve targets for cost of sales, gross profit and environmental sustainability.
• Ensure the upkeep and safety of equipment and utensils used within the catering outlets.
• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors.
• Visitor experience
• Offer excellent customer service and ensure all members of the 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 visitor, addressing issues and emergency procedure and providing relief cover, as required.
• Line management of Visitor Services Assistants
• Duty management responsibility including the open and closing of all on site facilities. 
• Security of the Property.
• Ensuring the completion of cash/till reconciliation.
• Week-end reports and reconciliation.
• Completion of banking and cash handling processes. 
• Deputising for the Visitor Services Manager on-site and off-site as required.
• Recruitment; induction; development; and management of all visitor services employees. Ensuring that they understand role responsibilities and are equipped to fulfill the role to the standards required.
• Ensure the team feel valued, respected, motivated and supported.
• Supervising the activities of a team of permanent and seasonal Visitor Service Assistants (VSAs), achieving excellent staff performance and motivation through induction, training, task-setting and coaching on front and back if house.

Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spend and support overall Property targets;

Instil a Health & Safety culture across the property, ensuring the team work within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE

Qualifications

Essential 

• Significant previous experience of working in an operations role in the hospitality industry – including supervision of staff and/or responsibility for specific activities.
• Previous event coordination/management experience.
• Excellent customer service skills.
• Excellent organisational, administrative and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands.
• Barista trained.
• The ability to think and act quickly when confronted with emergencies.
• Competent user of Microsoft Office products.
• An understanding and commitment to the aims and objectives of the National Trust for Scotland.
• Access to own transport.

Desirable 

• Food and Hygiene Qualification.
• Current First Aid certification. 
• A formal qualification in Catering, Hospitality, Tourism or Event Management. 

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