Visitor Experience Manager
3 weeks ago
About Castle Kennedy Gardens
Castle Kennedy Gardens is a diversified rural estate in southwest Scotland with a varied let property portfolio; in-hand farming, forestry, tourism, and country sports enterprises.
The Estate rental portfolio comprises let farms, grass park lets, cottages, industrial premises, and telecoms and renewable leases. In-hand enterprises include forestry, country sports, Castle Kennedy Gardens, and events at Lochinch Castle.
About the Role
We are seeking a Visitor Services Manager to join the team and play a pivotal role in ensuring that the management objectives of Stair Estates are achieved through excellent customer service, with delegated responsibility for tourism, catering, retail, events, and duty management.
Key Responsibilities
- Deliver the highest standard of visitor experience for all visitors to Castle Kennedy Gardens.
- Manage the efficient and profitable running of Castle Kennedy Gardens Shop, Plant Centre, and Tea Room as a successful commercial enterprise and consistent with its status as a 4* Visitor Attraction.
- Lead and manage a small team of staff, managing performance, recognising training needs and potential where appropriate.
- Day-to-day management of the Shop, Tea Room, and Plant Centre, and as line manager to the Shop and Tea Room staff.
- Strategic, creative, and financial management of the gift shop and tearoom, ensuring that innovative ideas and current trends in catering are being delivered, managing the till and stock, generating weekly reports, and constantly looking at ways to maximise income through effective purchasing and creative merchandising.
- Responsible for all aspects of the visitor experience for individual and group visits, involving regular monitoring of customer feedback, mystery visitor and Visit Scotland audits, and the development of suitable action plans based on the results.
- Assist with the annual marketing programme, working with internal and external marketing support, reporting to the Estate Factor and the Owners, the Earl and Countess of Stair.
- Scope for the post holder to take over responsibility for managing and developing the visitor experience at the Holiday Cottages, working closely with Housekeeping and the Properties Manager, managing the visitor experience for a varied programme of sporting activities, and planning, implementing, and reviewing a wide range of annual events.
Requirements
- Experience in retail and visitor services sectors, ideally within another Visitor Attraction, Hospitality, Tourism, or similar operation.
- Strong IT skills - office management, report and stock takes.
- Excellent written communication, copywriting, and proof-reading skills (blogging, vlogging, and social networks).
- An appreciation of marketing, promotion, and the influence of social media.
- An enjoyment of rural life and working on an Estate.
- Full driver's license is required.
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