Visitor Experience Supervisor

Historic Scotland; Macduff; On-site; GBP 80,000 - 100,000; Full time

Job summary

A historic preservation organization in Scotland is seeking a Visitor Experience Supervisor to lead a team at Doune Castle. This role involves delivering exceptional visitor services, engaging with diverse groups, and supporting local community activities. Ideal candidates should be passionate about customer service and capable of problem-solving in a dynamic environment. Join us in enriching Scotland's tourism industry.

Qualifications

• Enjoy interacting with diverse groups and have a passion for customer service.
• Thrive in a fast-paced and changing workplace; able to problem-solve and take initiative.
• Ability to understand and deliver core Visitor Experience duties and supervisory activities.

Responsibilities

• Lead a team of Visitor Experience Assistants to deliver high service standards.
• Operate core Visitor Experience Assistant duties including ticket sales.
• Support engagement activities with local bodies and stakeholders.

Skills

Customer service

Team leadership

Problem-solving

Interpersonal skills

Job description

Overview

Thank you for your interest in one or both of the Visitor Experience Supervisor posts with Historic Environment Scotland. Please see below for key information about the jobs, details on available roles and how to apply.

The Visitor Experience Supervisor roles are new roles, supporting the development and delivery of exceptional visitor experiences. These are exciting opportunities to work for the lead body responsible for the historic environment in Scotland. Your role of Supervisor sits within the Central Mid District. Working within a site team covering either Doune Castle or the Dunblane Hub (Dunblane Cathedral, Castle Campbell and Clackmannan Tower), which are part of the operations directorate. You will be responsible for leading a team of Visitor Experience Assistants in delivering the highest standards of service to our visitors.

Responsibilities

• Lead a team of Visitor Experience Assistants to deliver the highest standards of service to visitors.
• Operate and deliver core Visitor Experience Assistant duties in addition to supervisory responsibilities, including selling admission tickets or processing online bookings, selling our range of retail products, cash handling, and stock management.
• Describe and present the history of the site to a diverse visitor base.
• Engage in cleaning duties and grounds maintenance as part of site presentation and upkeep.
• Ensure compliance with relevant policies and contribute to site operational delivery in collaboration with Monument Managers and the District Management team.
• Work within Doune Castle as the Central Mid District’s flagship site and contribute to Scotland’s tourism industry.
• Support the development and delivery of engagement activities with local bodies and stakeholders (including schools, community and heritage groups, youth organisations, the Cathedral congregation and Kirk Session, among others) to bring sites closer to local communities.

Role specifics

Doune Castle is Central Mid District’s flagship site. The successful candidate will contribute to a team of around twenty Visitor Experience Assistants and may encounter unusual visitor behavior relevant to the site’s film/tv heritage (principally Outlander, Monty Python and The Holy Grail, Game of Thrones and Outlaw King).

Doune Castle attracts visitors who are interested in its film/tv heritage as well as its history. Visitors may engage in varied activities and behaviours, such as interactions around the courtyard.

Qualifications and qualities

• Enjoy interacting with diverse groups and have a passion for customer service.
• thrive in a fast-paced and changing workplace; able to problem-solve, take initiative and work collaboratively.
• Ability to understand and deliver core Visitor Experience duties and supervisory activities.

General information

In addition to on-site duties within the Dunblane Hub, this Visitor Experience Supervisor role offers the opportunity to assist the Monument Manager and District Management team with development and delivery of engagement activities with diverse local bodies and stakeholders, to help bring sites closer to local communities.

Application guidance

Please specify which post you are applying for, Doune Castle VES or the Dunblane VES Hub VES. If you wish to be considered for both, state which is your preferred option.