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Visitor Experience Manager
2 months ago
Eden Scott is seeking a highly skilled and experienced professional to join our team as a Visitor Experience Manager. This role plays a pivotal part in ensuring that the management objectives of our company 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, ensuring the efficient and profitable running of the 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, and recognizing training needs and potential where appropriate.
- Day-to-day management of the Shop, Tea Room, and Plant Centre, including managing the till and stock, generating weekly reports, and constantly looking at ways to maximize 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 depending on the results.
- Assist with the annual marketing programme, working where appropriate with internal and external marketing support, reporting to the Estate Factor and the Owners.
- Manage and develop 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.
