Visitor Operations Manager

ASVA; Scotland; Remote; GBP 36,000 - 40,000; Full time

Job summary

ASVA is seeking an experienced Visitor Operations Manager for the Calanais Visitor Centre on the Isle of Lewis. You will lead front‑of‑house operations, including admissions, retail and catering, to deliver outstanding visitor experiences while supporting the centre’s commercial aims.

The role requires at least three years’ supervisory experience in hospitality, tourism, retail or customer services, plus strong leadership, communication and organisational skills.

Qualifications

• At least 3 years’ supervisory experience in hospitality, tourism, retail or customer services.
• Proven experience in team leadership and staff management.
• Strong commercial awareness and experience working towards sales targets and budgets.
• Excellent communication, organisational and customer service skills.
• A proactive, flexible approach and the ability to thrive in a busy visitor environment.

Responsibilities

• Lead and manage the visitor services team across admissions, retail and catering.
• Oversee daily visitor operations and ensure excellent customer service.
• Manage staff rotas, training, performance and development.
• Work towards sales targets, budgets and operational KPIs.
• Support retail and catering performance and identify sales opportunities.
• Ensure health, safety and operational compliance.
• Support the General Manager with overall Centre management.

Skills

Supervisory experience

Team leadership

Staff management

Commercial awareness

Sales targets

Budgets

Communication skills

Organisational skills

Customer service

Job description

Location: Calanais Visitor Centre, Isle of Lewis, HS2 9DY

Visitor Operations Manager

Calanais Visitor Centre, Isle of Lewis

Salary: £36,085–£40,209 per annum (depending on experience)

Hours: Full-time – 40 hours per week (April–September), 35 hours per week (October–March)

About the Role

Following our £10.1 million redevelopment, the Calanais Visitor Centre is looking for an experienced and enthusiastic Visitor Operations Manager to lead our front-of-house operations.

This is an exciting opportunity to join an internationally significant heritage attraction, leading a team dedicated to delivering exceptional visitor experiences while supporting the Centre’s commercial success.

Key Responsibilities:

• Lead, motivate and manage the visitor services team across admissions, retail and catering.
• Oversee daily visitor operations, ensuring excellent customer service and a welcoming environment.
• Manage staff rotas, training, performance and development.
• Work towards agreed sales targets, budgets and operational KPIs.
• Support retail and catering performance, identifying opportunities to increase sales and improve efficiency.
• Ensure high standards of health, safety and operational compliance.
• Support the General Manager with the overall management of the Centre.

About You

We are looking for someone with:

At least 3 years’ supervisory experience in hospitality, tourism, retail or customer services.

Proven experience in team leadership and staff management.

Strong commercial awareness and experience working towards sales targets and budgets.

Excellent communication, organisational and customer service skills.

A proactive, flexible approach and the ability to thrive in a busy visitor environment.

The role requires flexibility to work weekends and bank holidays.

What We Offer

A supportive and inclusive workplace, professional development opportunities and the chance to play a key role in the future of one of Scotland’s most important heritage attractions.