Visitor Services Supervisor

**Salary **£24-27,000 depending on experience

**Hours** 40 hours per week
**Contract** Permanent
**Location** St Andrews

**Responsible to** Development Manager
**Line Manager for **Visitor Service Assistants

St Andrews Botanic Garden Trust wishes to appoint a capable, organised, and effective person with the ability to multitask who will lead the Trust’s Visitor Services team. The Visitor Services Supervisor will oversee the admissions, retail and hospitality processes to deliver an exceptional customer experience.

St Andrews Botanic Garden Trust is currently going through an exciting period of growth where we are launching a new food and drink provision and developing our retail lines. Working closely with the Development Manager this role provides the opportunity to build and further shape this offer.

The Trust is committed to supporting a vibrant work environment and attracting and developing the expertise of exceptional individuals at all levels, and you can expect to work with other motivated and qualified colleagues.

This is envisioned as a full time, 40 hour per week role. Given that the hours will include regular weekend working and evening working as required, the Trust will offer a generous benefits package and personal professional development budget to reflect this.

**Key responsibilities**

The post holder shall be responsible for four core areas of activity:
Visitor admission and support
- Serve all Garden guests with enthusiasm, knowledge and a warm welcome.
- Conduct ticket sales and ensure best possible customer service is offered to all guests.
- Monitor service standards, provide coaching and training where needed to ensure a high standard of service is achieved across the retail function.
- Lead and motivate a small retail team to drive sales and meet targets.
Retail
- Provide excellent customer service to all guests to the Garden and its facilities.
- Manage online and on-site sales, creating reports for the Development Manager.
- Support buying for all areas, to maintain a good balance and variety of stock in keeping with the Botanic Garden theme. You will be required to plan for seasonal change and annual special events, including outreach at local and regional events.
- Ensure staff maintain all visual presentations in line with set guidelines and visual merchandising standards to enhance brand awareness.
- Ensure high quality retail standards to meet and exceed budgeted financial targets.
- Manage daily processes, including but not limited to sales transactions, stock deliveries, setting pricing policies, cash handling, end of day procedures and banking.
- Maintain tight control on inventory and adherence to standard operating procedure processes.
- Ensure stock is available in an efficient and timely fashion in line with the retail plan for new product launches and is replenished effectively and adjusted to maximise sales.
Hospitality
- Manage and build relationships with external catering suppliers
- Maintain and analyse stock levels and sales and generate orders for supplies and equipment.
- Lead the Visitor Services team to deliver exceptional service.
- Coordinate the planning and ensuring the smooth delivery of events (including private hire events) including problem solving, welcoming guests, directing event set up and organising vendors
- Maintain high standards of Food Hygiene
Administration and finance
- Supervise and train weekend and seasonal staff across the retail, catering and plant sales businesses.
- Create staffing rotas for the Visitor Services team
- Assist with maintenance of administration and booking systems and ensure all systems are accurate and kept up to date.
- Act as the central enquiry and booking point for the garden, including education, courses and group visits to the garden in addition to private events and venue hire.
- Count and report daily and monthly takings and report on visitor numbers.
- Provide administrative support to the other members of the Visitor Services team and support new initiatives and projects as and when they arise.
- Ensure prompt and professional responses to all client and visitor enquiries.
- Build and maintain a strong team culture and ensure robust working relationships with all stakeholders.
- Ensure the ongoing professional development of staff including annual workplans, effective performance appraisals and adoption of a coaching approach.
This job description is a broad picture of the post at the date of preparation. It is not an exhaustive list of all possible duties and it is recognised that jobs change and evolve over time. Therefore, this is not a contractual document and the post holder will be required to carry out any other duties to the equivalent level that are necessary to fulfil the purpose of the job.

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£27,000.00 per year

**Benefits**:

- Company events
- Company pension
- Flexible schedule
- On-site parking
- Sick pay
- Wellness pro