Visitor Services Supervisor

Do you have a passion for delivering five-star hospitality and events, in one of the most breathtaking buildings in Scotland?

Fyvie Castle has a rich history of providing outstanding hospitality and we are looking for an experienced and talented Functions and Events manager to join the team and continue this tradition.

**Set within extensive grounds, this imposing 800-year-old fortress, with Raeburn portraits on the walls and wildfowl in the loch is one of the most impressive Castles in the country and is a fabulous place to soak up the atmosphere of old Scotland.**

**Spread over various floor, Fyvie Castle boasts a range of private dining and entertainment space, as well as one of the most impressive interiors that oozes history and character, making it idea for weddings and corporate events and functions.**

PURPOSE OF THE ROLE

To further develop and drive hospitality in its corporate and commercial capacity whilst maintaining and enhancing access to all.

The Functions & Events role at Fyvie Castle is pivotal to ensuring that the management objectives are translated into pragmatic actions by staff, and, with delegated responsibility for opening arrangements, functions and events, is the “face” of the Trust to visitors and corporate/private-hire clients.

As such, they directly influences public perceptions of the Trust and is crucial to developing and maintaining the property’s local/national reputation.

**KEY RESPONSIBILITIES**:

- **Planning and operational delivery**:

- In conjunction with the Annual Operating Plan and the Operations team, create and deliver a strategy to achieve specific financial and reputational objectives.
- Continue to expand and develop the ongoing yearly event plan
- Maintain and record all communications pertaining to all functions and events.
- Co-ordinating with all departments to ensure an efficient delivery of customer services during functions and events
- Execute the functions and events in conjunction with licensing laws for Public Entertainment Licensing and Alcohol Licensing. This will also include evaluating and creating risk assessments and insurance documents.
- **People management**:

- Liaise with new and existing stakeholders and initiate partnerships to increase awareness of our heritage.
- Build relationships of trust for all clients from inception to delivery to provide exceptional customer service.
- Line management of the Functions & Events Assistant
- Support the operational team with the recruitment; induction; development; and management of the castle’s seasonal staff and volunteers such that they understand and are equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.
- Supervise services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensures the safety of staff, volunteers, visitors and others.
- Deputise as Duty Manager
- **Direct management of the heritage**:

- Ensure that access arrangements to the Castle (in particular) are coordinated with the Collections Care Assistant, and are consistent with the Trust’s policies and procedures for collections conservation and management, and buildings repair and maintenance on the advice of its specialists (e.g. Conservators, Curators, Building Surveyors).
- Ensure each and every event promotes the Trust’s Strategic Themes
- **Business Management & Administration**:

- Create and support others’ financial/commercial initiatives that ensure the property’s drive for sustainability.
- Ensure that the administration activities for visitor services at the property is carried out to Trust procedures, including: all relevant reporting relating to staff, visitors, health and safety and finances; and general correspondence/record-keeping etc. N.B. This will include cash-handling and banking activities.
- **Health, Safety & Environmental (HS&E) Management**:

- Demonstrate responsibility and accountability for H&S relating to visitor services and castle activities, embedding the Trust’s “Safe System of Work” and through active management of procedures (Risk Assessment, CoSHH, HACCP, RIDDOR, reporting), people (staff, volunteers, visitors), tools/equipment, and the site itself.
- Demonstrate responsibility and accountability that visitor services and castle working practices are in line with the Trust’s “Environmental Policy” and mindful of the Trust’s obligations to minimise the impact on the environment, through e.g. efficient use of water/heat/light, recycling and the disposal of waste, considered use of transport.

**Split key responsibilities**:
**Duty Management**

**Hospitality and Events Management**
- Develop and promote - in conjunction with the Operations team initiatives that enhance the day-visitors’ experience and demonstrate an appropriate “return on investment” to contribute to the property’s financial sustainability;
- Undertake