Visitor Services Supervisor - Forres, United Kingdom - The National Trust for Scotland

The National Trust for Scotland

Verified Company

Forres, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Brodie Castle is set within a 75 acre "policies" estate, it is the ancestral home of the Brodies of Brodie and consists of a number of listed buildings including the main 16th century Z plan Castle, stables, walled garden, gate houses and gardeners bothy, as well as a number of estate houses currently used as holiday lets. The Castle consists of dressed rooms used as a guided tour visitor experience and houses a collection worth over £6m. Within the Castle is the main catering outlet and retail facility as well as housing the main estate offices. There is also the Lairds wing, a luxury 7 bedroom holiday let within the Castle.

The wider estate consists of a nationally significant designed landscape with Victorian Shrubbery, tree lined avenues, commercial forestry, agricultural land and mature mixed woodlands surrounding a manmade lake. Within the old walled garden is a Playful Garden, consisting of imaginative play area, formal gardens and the national daffodil collection. This area is served with separate catering and retail facilities.

JOB PURPOSE

The Visitor Services Supervisor - Events will develop and drive a calendar of in house and third-party events to increase visitor numbers, generate income and deliver educational and engaging family events across the site.

They will also develop and drive hospitality in its corporate and commercial capacity (weddings, private hire and corporate events) working closely with the F&B manager to maximise income across these bookings.

The Visitor Services Supervisor plays a pivotal role ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for functions and events, is the "face" of the Trust to visitors and corporate/private-hire clients.

As such, they directly influence public perceptions of the Trust and is crucial to developing and maintaining the property's local/national reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES
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Hospitality & Event Management:

Develop and promote in conjunction with the Visitor Services Manager a program of special events that demonstrate a "return on investment" to contribute to the property's financial sustainability as well as generating visits.
Undertake direct and indirect interaction with corporate/privatehire clients, third party events companies and those attending events; ensuring that their needs are anticipated and met as part of the property's drive for excellence in customer care.
Lead interaction with couples and corporate/ privatehire clients regarding the booking process and ensure that efficient arrangements are made for the property for weddings, events, and corporate/private hire.
Coordinate, supervise, and personally participate in the staffing of weddings, corporate/privatehire functions and events with the advice and support of specialist/advisory staff and volunteers.
To act as Duty Manager on a shared basis, which will involve weekend and evening work.

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Planning and operational delivery:

In conjunction with the Operations Manager and VSM, create and deliver a strategy to achieve specific financial and reputational objectives.
Continue to expand and develop the ongoing threeyear event plan and work towards annual venue specific income targets for commercial private hire functions.
Maintain and record all communications pertaining to all functions and events.
Coordinating with all departments to ensure an efficient delivery of customer services during functions and events.
Execute the functions and events in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
Ensure that access arrangements to the Castle (in particular) are coordinated with the Visitor Services Manager
Visitor Experience & Collections Care Assistant, and are consistent with the Trust's policies and procedures for collections conservation and management, and buildings repair and maintenance on the advice of its specialists (e.g. Conservators, Curators, Building Surveyors).

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People management:

Liaise with new and existing stakeholders and initiate partnerships to increase awareness of our heritage.
Build relationships of trust for all clients from inception to delivery to provide exceptional customer service.
Supervise services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensure the safety of staff, volunteers, visitors and others.

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Business Management & Administration:

Create and support others' financial/commercial initiatives that ensure the property's drive for sustainability.
Ensure that the administration activities for Weddings, corporate/privatehire business and Events at the property are carried out to Trust procedures, including: all relevant reporting r