Visitor Services Manager – Facilities

ASVA: Association of Scottish Visitor Attractions; Brodick; On-site; GBP 25,000 - 35,000; Full time

Job summary

A heritage organization seeks a Facilities Visitor Services Manager to ensure the effective management of Brodick Castle and its surroundings. This role involves operational leadership, compliance, and safety oversight to enhance visitor experiences. The ideal candidate will possess skills in project management and sustainability practices. Flexibility is required for weekend work and out-of-hours calls. Join a passionate team dedicated to Scotland’s heritage in a scenic location.

Benefits

Flexible working hours

Opportunities for professional development

Qualifications

• Proven operational leadership capabilities in a facilities management context.
• Experience in project management and team leadership.
• Knowledge of environmental management and sustainability practices.

Responsibilities

• Manage maintenance and compliance of facilities and services.
• Oversee safety, security, and presentation of the property.
• Collaborate with the Operations Manager to enhance visitor experience.

Skills

Operational leadership

Project management

Environmental management

People Management

Compliance and safety

Job description

Organisation: The National Trust for Scotland

Location: Brodick Castle, Gardens & Country Park, KA27 8HY

Summary

The National Trust for Scotland is passionate about Scotland’s heritage, we make a difference to what makes Scotland so special. Brodick Castle, Gardens & Country Park comprises of gardens, woodlands and waterfalls, a grand baronial castle and estate, a Woodland café, park café, gift shop and holiday lets. Set in the picturesque town of Brodick on the Isle of Arran, Brodick Castle is Britain’s only island country park. This heritage site attracts visitors from far and wide so as Facilities Visitor Services Manager (VSM), you will be someone who enjoys a varied and dynamic working environment.

The Facilities VSM will be passionate about caring for one of the Trusts most iconic properties, Brodick Castle and its wider estate. The Facilities VSM is responsible for supporting the optimisation of properties facilities and services, operational leadership, and the smooth running of the property, gardens and country park. Specific areas of responsibility include:

• Ensuring compliance is met and adhered to across the property and within the team
• Sustainability and environmental management
• The conservation of the property and wider estate
• Financial Sustainability
• Project management
• People Management of a small Team
• Willingness to develop new skills, knowledge and qualifications in relevant fields.

Job Purpose

The Facilities VSM reports directly to the Operations Manager having a hands‑on, practically focused role which supports the Operations Manager with close collaboration between the Castle and central teams, as well as interdepartmentally on site. The Facilities VSM has first‑line responsibility for the supervision of all services and maintenance that support the core business at Brodick Castle. They will ensure that all managed departments are safe, secure, clean and comfortable environments in which the Team, students, and volunteers can effectively work, and visitors and tenants can enjoy. Achieving this by using best practices to improve efficiency, reduce operating costs and improve visitor enjoyment.

This includes supporting the Operations Manager to ensure the highest standard of service and experience is offered to our visitors. The Facilities VSM will lead a high standard of operational safety, security and presentation at Brodick Castle, additionally overseeing the maintenance of tenanted properties as well as other areas such as, but not limited to, the café and Isle and be Wild play park. They will also support the Operations Manager in monitoring, maintaining and using the maintenance equipment and utility budgets in the most efficient manner.

Some weekend work is required, including supporting events throughout the year and out‑of‑hours calls. The Facilities VSM will be expected to work flexibly, taking time off in lieu if required, in accordance with Trust policy. As a key member of the wider management team at Brodick Castle the Facilities VSM will work with the Management Team to deliver the visitor experience strategy, promoting good communication across the property and a joined‑up service provision. This role will be part of the property leadership team and will act as Duty Manager for the property on a rota basis.

Key Responsibilities and Accountabilities

• Effective management of planned and preventative maintenance, ensure property and team compliance is met and adhered to as well as utilising NTS tools to control costs.
  • Areas included but are not limited to: water treatment plants, PAT testing, gutter clearance, roof checks, drainage clearance, heating systems etc.
• Ensure services are maintained and monitored appropriately with regular meter readings and preventative maintenance.
• Support the development of business plans for the maintenance and renovation of buildings and services across the estate, including new and innovative ways of implementing green energy and environmental management.
• Lead H&S audits, insurance inspections, insurance compliance tracking and record keeping for properties within our estate.
• Be focused on the security of both the buildings, collections and Team by ensuring security systems are checked, updated and maintained regularly.
• Ensure all areas are safe and any incidents/accidents are reported, and health and safety concerns are reported to the Operations Manager.
• Ensure risk assessments/activity procedures are reviewed regularly, in place and adhered to including the management and issue of correct PPE.
• Be responsible for the procurement and supervision of contractors and surveyors to site including investigating the addition of new trades suppliers to our portfolio where necessary.
• Monitor energy data regularly and take necessary action to maintain budgets, working with central teams when required.
• Provide emergency support for the Duty Manager developing their understanding of the properties key systems including heating/lighting, fire and security, water and sewage systems.
• Have access to shared vehicles and be responsible for carrying out vehicle checks and maintenance.
• You will work under your own initiative to plan and prioritise maintenance using effective strategies to ensure consistent standards of quality.

Looking to work in the attractions industry or for a new challenge within the sector?