Visitor Services Supervisor - Admissions & Memberships

To provide operational coordination and supervision of the admissions, membership and visitor experience in line with the Trust’s policies, priorities, performance standards and targets to contribute to the enjoyment of the property by visitors and members, to ensure commercial, financial and conservation objectives are achieved.   

This is a frontline post to supervise Visitor Services staff; whilst also undertaking the same admissions duties and working as part of the team to welcome visitors to the property, promote and sell Trust Membership, sell admissions tickets and control visitor entry/flow, facilitating their access and enjoyment to Culzean Castle and Country Park.  

The Visitor Services Supervisor at a Trust property plays a pivotal role in ensuring that the management objectives are achieved through excellent customer service, admissions and membership sales.  

As you will be working in a mostly customer-facing role, this means you will directly engage with visitors on arrival (and often at departure) so excellence in customer care is paramount, as you will be responsible for ensuring you are providing our Visitors with the best entry options (Membership, admissions tickets, guidebooks). The Visitor Services Supervisor is expected to manage and contribute to the sales targets for Admissions, Memberships and Guidebooks. You will have line management responsibility for a team of four. 

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

This is a key role to deliver a high-quality visitor experience at Culzean Castle and Country Park (including but not limited to): 

• To provide excellent customer service. 
• Be responsible and proactive. Ensuring all day-to-day tasks are completed including answering the telephone, recording statistics, serving customers and managing the Visitor Services Assistants 
• Managing all aspects of the Rota’s – shift allocation, holiday cover, and any staff administration required on our people management system People XP  
• Working with staff to ensure that all online training modules are completed at the start of the season and undertaking Performance reviews twice yearly and identifying training/development opportunities for the Admissions VSA’s  
• Ensuring that hours are input into Payroll spreadsheet accurately and in a timely manner.  
• Working with the Visitor Services Manager and the rest of the Visitor Services Team to deliver membership targets and KPI’s 
• Cash reconciliation duties including end of day administration tasks. Ensuring cash is handled accurately according to our cash handling procedures. 
• To ensure high levels of accuracy are maintained for all transactions and data recording  
• To actively ensure all selling opportunities are touched on through strong product knowledge and an excellent customer service to maximise sales of admission tickets, membership and donations. 
• To provide consistently excellent customer service when dealing with high volumes of customers 
• Adhering to the property’s quality standards 
• Ensuring health and welfare of property staff, volunteers and visitors by adhering to the Trust’s Health, Safety and Environment policies and guidelines. This includes working within the property’s “Safe System of Work” (the system for managing Health & Safety).