Assistant Manager of Visitor Services

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

Job summary

A leading visitor attraction in Livingston is seeking an Assistant Manager to enhance visitor experiences and lead the services team. The role involves supervising operations, engaging with visitors, and ensuring high standards of customer service. Ideal candidates will have experience in tourism or hospitality, strong leadership skills, and a passion for delivering exceptional visitor experiences.

Qualifications

• Experience in a visitor-facing leadership role in tourism or events.
• Strong communication skills and ability to resolve issues.

Responsibilities

• Lead visitor services team to ensure excellent customer care.
• Supervise daily operations and support seasonal events.
• Engage with visitors and enhance their experiences.

Skills

Leadership

Communication

Customer Service

Problem Solving

Education

First Aid or Health & Safety qualifications

Tools

Digital systems

Job description

Organisation: Almond Valley Heritage Centre

Location: Livingston

About Almond Valley Heritage Trust

Almond Valley is a much-loved family attraction and heritage charity, welcoming over 160,000 visitors each year. Our mission is to deliver a first-class visitor experience that weaves together storytelling, history, play and learning, from our working farm and museum to our play spaces and events programme. Our dedicated team brings our unique site to life — and we’re now looking for a talented Assistant Manager to help lead our visitor services team and ensure a world class visitor experience.

About the role

To support the effective and profitable operation of Almond Valley as a leading visitor destination by delivering high standards of customer service, smooth day-to-day site operations, and consistently excellent visitor experience. You will be a key player in creating a welcoming environment and motivating our front-line teams to engage, inform and delight every visitor whilst also nurturing relationships with our growing members community. You will work to maximise income generation and increase profitability by prioritising visitor experience, advancing our trading operations, with a particular focus on retail, growing our membership base, and promoting our events/experiences programme.

Key Responsibilities

Visitor Services & Experience

Act as a visible leader, welcoming and engaging with visitors, and modelling excellent customer care.

Monitor and improve visitor journeys and experiences, ensuring feedback informs service delivery.

Respond effectively to customer issues, complaints, and service recovery opportunities.

Team Leadership & Operations

Supervise and support the Visitor Services team, assisting with rotas, training, performance, and daily oversight.

Support the Operations Manager in planning and delivering seasonal schedules, events and programming.

Coordinate closely with catering, events, farm, and estate teams to align visitor operations across departments.

Lead by example in ensuring a tidy, safe, and accessible site for all visitors.

Maintain and develop website, membership database, ticketing systems and social media.

Retail & Admissions

Ensure the smooth running of admission and retail areas, including tills, ticketing, and membership sales.

Support the day-to-day operation of the gift shop and EPOS systems.

Monitor and procure stock, merchandising, and support stocktaking processes.

Drive profitability of our retail and support creation and analysis of business performance reports

Members Engagement

Contribute to the development of engaging visitor communications, signage, and social media content.

Proactively advance planning, preparation and communication for seasonal events

Provide input to seasonal campaigns, events, and promotions aimed at increasing visitor numbers and income.

Contribute to the monthly visitor newsletters

Compliance & Safety

Uphold health and safety policies and always ensure safe working practices.

Conduct regular site checks and contribute to risk assessments and emergency procedures.

Assist with training in first aid, safeguarding, and evacuation procedures.

About You

Experience in a visitor-facing leadership role, ideally in tourism, arts and heritage, hospitality, or events

Skilled in managing teams with a confident, approachable, and hands-on leadership style

Strong communication skills with a flair for delivering excellent service and resolving issues diplomatically

Comfortable working flexibly, including weekends and during peak visitor periods

IT-literate and familiar with digital systems including ticketing and point of sale

Experience working in a visitor attraction, museum, or heritage setting

First Aid or Health & Safety qualifications

Marketing or events experience, especially in a family-focused setting

Application Deadline: Saturday 31/05/2025