The Visitor Services Manager will assist in managing the visitor experience across the castle and gardens, focusing on ensuring exceptional service delivery in a safe and secure environment.
The post holder will have a proactive approach and be ready to step into a front-of-house role at any moment, whilst maintaining the ability to stand back and observe opportunities for improvement. Responsible for setting, monitoring, and achieving targets, the postholder will also operate tight budget controls and put the quality of standards at the heart of every area of operation.
KEY DUTIES AND RESPONSIBILITIES INCLUDE:
To recruit, select and train front-line visitor experience supervisors and visitor hosts. To provide direct line management of all visitor experience staff including rotas. To be responsible for the implementation and delivery of health and safety processes and procedures across the site, including first aid provision. To ensure that all areas of the visitor experience are presented to and working as per the agreed requirements. These include but are not limited to: Audio Guides AV Systems Displays and object presentations Lighting Emergency Systems Lifts Toilet facilities Grounds and Gardens To assist with site security matters, including being part of the on-call rota for alarm activations. To manage quality standards in the castle and gardens, including site cleanliness, signage, health and safety, and first aid provision. To produce scripts for each visitor host location to ensure that the guest experience is maximised and interpretation remains accurate and on brand. To manage the production of a series of enhanced bespoke tours offering upsell opportunities to individuals and groups alike. To be responsible for the quality of standards across the visitor experience including liaising for assessments with ASVA and Green Tourism. To be responsible for the day-to-day management of the visitor experience. To assist in the management of events across the site in all areas. To undertake the management of and problem solving of the onsite systems (EPOS and ticketing). To be responsible for the management of agreed budgets and targets for income. To ensure effective record keeping and analysis of data. To liaise with the Food and Beverage and Retail teams over all matters of standards and service. To respond and deal with complaints in line with the written complaints policy in an efficient and timely manner. To ensure that sustainability is a theme-driven through all of the ICE operations. To deputise for the Head of Inverness Castle Experience in his/her absence.
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To recruit, select and train front-line visitor experience supervisors and visitor hosts. To provide direct line management of all visitor experience staff including rotas. To be responsible for the implementation and delivery of health and safety processes and procedures across the site, including first aid provision. To ensure that all areas of the visitor experience are presented to and working as per the agreed requirements. These include but are not limited to: Audio Guides AV Systems Displays and object presentations Lighting Emergency Systems Lifts Toilet facilities Grounds and Gardens To assist with site security matters, including being part of the on-call rota for alarm activations. To manage quality standards in the castle and gardens, including site cleanliness, signage, health and safety, and first aid provision. To produce scripts for each visitor host location to ensure that the guest experience is maximised and interpretation remains accurate and on brand. To manage the production of a series of enhanced bespoke tours offering upsell opportunities to individuals and groups alike. To be responsible for the quality of standards across the visitor experience including liaising for assessments with ASVA and Green Tourism. To be responsible for the day-to-day management of the visitor experience. To assist in the management of events across the site in all areas. To undertake the management of and problem solving of the onsite systems (EPOS and ticketing). To be responsible for the management of agreed budgets and targets for income. To ensure effective record keeping and analysis of data. To liaise with the Food and Beverage and Retail teams over all matters of standards and service. To respond and deal with complaints in line with the written complaints policy in an efficient and timely manner. To ensure that sustainability is a theme-driven through all of the ICE operations. To deputise for the Head of Inverness Castle Experience in his/her absence.
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