Visitor Services Supervisor - Food & Beverage

Organisation: The National Trust for Scotland

Salary: £31,055 pro rata, per annum

JOB PURPOSE

To provide operational delivery of the visitor experience and supervision in the Food & Beverage department at the Stables Café, Dairy and on site Events in line with the Trust's policies. 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. The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service and with delegated responsibility for catering duty management. The role is often the face of the Trust to visitors, directly influencing public perceptions of the Trust and contributing to the development and maintenance of the property's reputation.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

Supervising/undertaking the day to day operation of the property and environs to ensure an excellent customer/visitor experience.

• Catering 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 overall business goals.
• 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.
• Duty Management
  - Act as one of the duty manager team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor area, addressing issues and emergency procedures, and providing relief cover as required.
• Line Management of Visitor Services Assistants
  - Duty management responsibility including opening and closing of all on site facilities.
  - Recruit, induct, develop and manage all visitor services employees, ensuring they understand role responsibilities and are equipped to fulfil them to the required standards.
  - Supervise 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 of house.
• Ensure the property's social media is managed to generate interest and help drive visitor engagement.
• Support informal learning and community engagement/outreach activity.
• Security of the property.
• Ensure the completion of cash/till reconciliation, week end reports and banking and cash handling processes.
• Health & Safety, emergency and environmental procedures.
• Deputise for the Visitor Services Manager / Operations Manager on site and off site as required.
• Ensure the team feels valued, respected, motivated and supported.
• Work 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 works within the property's 'Safe System of Work' to reduce the risk of incidents and accidents to volunteers, employees and visitors.