- Contact: Darren Anderson
A Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service. With delegated responsibility for catering and duty management, you are very often the “face” of the Trust to visitors and suppliers. As such, you directly influence public perceptions of the Trust and are crucial to developing and maintaining the property’s local/national reputation.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Assist the Visitor Services Manager - Catering in fulfilling high standards in all areas of Food Hygiene and Health & Safety within the context of the catering operation.
Undertake the induction/ongoing training of staff on all front-of-house procedures, customer care and equipment cleaning.
Provide support to the Visitor Services Manager – Catering by ensuring daily and weekly record keeping; stock ordering and maintenance of associated records; waste management and development of staff rotas.
Undertake duty management when required.
Deputise for the Visitor Services Manager – Catering when required.
Deliver a high standard of customer service.
Leader within a team and taking a proactive approach to problems.
Ensure health and welfare of property staff, volunteers and visitors.
Department specific – catering
· To assist with catering preparation, cooking and presentation of food to the standards required by the Trust for a catering operation with estimated annual income target in excess of £400,000;
To ensure that the location meets statutory and company requirements of Health and Safety, Food Safety and Environmental legislations and procedures including Waste Disposal and Allergens;
To conduct Food Safety and Health and Safety Risk Assessments and ensure that all standards and procedures with regards to Hygiene and Safety are established and maintained in line with the Food Safety Management Plan;
Accountable for stock levels and making key decisions about stock control;
Responsible for analysing sales figures and forecasting future sales.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications & knowledge
NVQ3/BTEC/City & Guilds/HND or equivalent experience;
Intermediate Food Hygiene Certificate or above;
Current driving license;
Current First Aid certification (or willingness to train and use).
Hold a valid and recognised SQA Licensing Qualification e.g. Scottish Personal License Holder's Certificate and Personal License;
Experience & skills
§ Working in a busy catering and sales environment, ideally in a heritage or visitor attraction context;
§ Ability to work ‘hands-on’, including in the kitchen, at tills and in welcoming customers
Excellent leadership and influencing skills, supervising and supporting staff on a daily basis;
Ability to demonstrate the excellent customer service skills required of all staff;
§ Possess excellent communication skills (written and oral);
Computer literacy with excellent ability on MS software;
Excellent understanding of report writing and financial management;
Well-developed time management and organisation skills;
Experience with cash handling/working with financial data;
Ability to be proactive and to take initiative.
DIMENSIONS AND SCOPE OF JOB
Glencoe Visitor Centre is situated within the National Trust for Scotland’s Glencoe and Dalness Estate, one of the country’s most iconic visitor attractions and a National Nature Reserve covering 14,000 acres situated south of Fort William in Lochaber.
The visitor centre was re-launched in 2019 following £1million of investment in its facilities. It welcomes between 200,000 and 300,000 visitors a year from across the world and the ‘Highland Coo’ Café generates a turnover of over £400,000 a year.
The post-holder is not a line manager but will play a key supervisory and leadership role within the catering team which consists of around ten Visitor Service Assistants and several Cooks.
Will work closely with property colleagues as part of the operational leadership team and other specialist advisory colleagues, i.e. the Regional Catering Development Manager – North West.
Not a budget holder but will be expected to take responsibility for effective management of the catering operation at Glencoe.
Daily/Weekly cash reconciliation.
Assist the Visitor Services Manager – Catering with menu costing/stocktaking and development.
Key performance indicators and targets
Monitor the work of the team and carry out appraisals ensuring that information is filed appropriately, with development plans that are actively used.
Devise, cost and source menu items in line with the overall catering budget and strategy.
Tools / equipment / systems
Access to desktop PC and relevant online people management, training, financial monitoring and stock ordering systems, including NTS intranet, EPOS and Microsoft 365.
The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.