Visitor Services Supervisor - Administration & Compliance

PURPOSE OF THE ROLE

To assist the Operations Manager with the smooth running of Newhailes, Inveresk and Malleny as well as non-visited properties in the Edinburgh cluster. This includes, but not limited to, general administration, compliance and health and safety tasks in support of Newhailes operations and demands a high level of customer service, organisational skills and the ability to use your initiative with an attention to detail essential.

KEY RESPONSIBILITIES

• Administrative support to the Operations Manager and other key departments as required
• File management (filing, scanning, maintenance of regional drive, archiving).
• Managing office petty cash, receipts and claims.
• Managing postage.
• Assisting property staff with ordering and system queries as required.
• Providing the first point of contact at Newhailes and ensuring that communications are answered, forwarded and recorded effectively and in a timely fashion
• Organising meetings, circulating advance papers, taking and distributing minutes and monitoring action points required of staff
• Processing financial transactions (e.g. cash handling, data entry, purchase ordering, and expense claims) on a regular basis using an IT-based finance package
• Share in the common responsibility of implementing the Trust’s “Health & Safety Policy”, being mindful at all times of the health and safety of self, staff, volunteers, and visitors
• Attendance at meetings with the Operations Manager and other activity managers to openly discuss ideas, problems and solutions to the delivery of improved visitor experience at the property.
• Taking and processing educational/group bookings and liaising with relevant departments to ensure the smoothing running of each
• Management of the property diary and preparation and distribution of the weekly programme as well as other reports as required
• Maintaining key safe and security/access arrangements for staff and visitors.
• Acting as “Fire Warden” for regular testing and activations and providing training for property staff.
• Booking and supervision of reactive and planned maintenance contractors
• Placing orders and completing necessary documentation as and when required
• Ensuring H&S and GDPR compliance at Newhailes, Inveresk and Malleny as well as the non visited and residential let properties in the cluster.
• Provide an excellent level of customer service to all external and internal customers.
• Organising and overseeing refuse collection, and recycling arrangements.
• As and when required act as Duty manager in support of Operations Manager and other activity managers

SKILLS, EXPERIENCE & KNOWLEDGE

The above outlines the key skills the job holder will need to possess and exercise. In addition, either knowledge of or experience in the following is required: 

Essential

• Demonstrable administration experience, including experience of cash handling and attending to work of a confidential nature
• High standard of written and spoken English
• Excellent organisational and administrative skills with the ability to organise and manage systems and processes necessary for the smooth running of a busy visitor attraction
• Excellent communication and interpersonal skills – able to interact with wide range of people tactfully and diplomatically
• Excellent customer care skills
• Strong team-player, committed to supporting team members
• Proficient user of Microsoft Office products (Word, Access, PowerPoint & Excel), Internet and email, with confidence in using and learning IT software generally
• Ability to work without supervision and under pressure, to tight deadlines and in environment of changing priorities
• Rigorous and accurate attention to detail
• Proactive, motivated and flexible attitude
• A current valid driving licence

Desirable

• Good working knowledge of general visitor attraction management matters
• Awareness of the needs and standards of a high quality tourist destination.

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