Visitor Services Supervisor & Food & Beverage

ASVA: Association of Scottish Visitor Attractions; Pitmedden; On-site; GBP 28,000 - GBP 36,000; Full time

Job summary

A prominent Scottish heritage organization is seeking a Visitor Services Supervisor in Ellon to oversee the visitor experience and manage the Food & Beverage department at Pitmedden Gardens. The role involves delivering operational excellence while ensuring compliance with health and safety standards. Candidates should have strong customer service skills and the ability to lead a team effectively, with responsibilities including team management, event support, and ensuring high-quality food services.

Qualifications

• Experience in catering and customer service roles.
• Strong management capabilities in food and beverage settings.
• Ability to ensure health and safety compliance.

Responsibilities

• Supervise day-to-day operations to enhance visitor experience.
• Manage catering operations, including menu development.
• Lead the visitor services team and ensure compliance with all safety standards.

Skills

Excellent customer service

Catering operation management

Health and safety compliance

Team management

Crisis management

Job description

Organisation: The National Trust for Scotland

Overview

JOB PURPOSE

To provide operational delivery of the visitor experience and supervision in the Food & Beverage department at Pitmedden Gardens 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 is very often the face of the Trust to visitors. As such directly influences public perceptions of the Trust and is significant to developing and maintaining the property’s reputation.

This role requires weekend working and at times may require the post holder to work evenings to cover events.

Responsibilities and accountabilities

• Supervising/undertaking the day-to-day operation of the property and environs to ensure excellent customer/visitor experience. This includes supervision of:
  • 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.
  • Act as one of our duty management team, responsible for ensuring a safe and smooth visitor operation, opening/closing the visitor attraction, addressing issues, emergency procedure and providing relief cover, as required.
• Line management of Visitor Services Assistants – Food and Beverage
  • Duty management responsibility includes opening and closing of all on-site facilities.
  • Ensure the property social account is managed to generate interest and help drive visitor engagement.
  • Support the informal learning and community engagement and outreach programme.
  • Security of the Property.
  • Ensuring the completion of cash/till reconciliation.
  • End of week reports and reconciliation.
  • Ensure health and safety procedures, emergency procedures, and environmental procedures are followed.
  • Deputising for the Visitor Services Manager on-site and off-site as required.
  • Recruitment; induction; development; and management of all Food and beverage visitor services employees and volunteers. 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 of house.
• Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spends and support overall Property targets.
• Instil a Health and Safety culture across the property, ensuring the teamwork within the property’s ‘Safe System of Work’ to reduce risk of incidents and accidents to volunteers, employees and visitors.