The post is subject to the standard terms and conditions provided with the application pack and the following special terms also apply - hours of work = 40 per week on days and at times to suit the needs of the job and property opening hours (this will include regular weekend/public holiday duties and some evening work) The Mackintosh Tearooms is the home of the original Willow Tea Rooms Building at 217 Sauchiehall Street. Following a detailed restoration project in 2018, the building is now back to its former glory as a unique tearoom over three floors. It now includes additional events spaces, an exhibition and a gift shop. In January 2024, The Mackintosh Tearooms were acquired by the National Trust for Scotland and the Property is now under their care. The Visitor Services Supervisor primary role is to assist the Visitor Services Manager and provide operational and supervision of the food & beverage department, comprising of historic tea rooms, private dining and event spaces at The Mackintosh Tearooms, in line with the Trust s policies, procedures and performance standards and targets to contribute to the enjoyment of the property by visitors and members, and help ensure commercial, financial, and conservation objectives are achieved. The Visitor Services Supervisor at a Trust property plays a pivotal role ensuring that the management objectives are achieved through excellent customer service, and, with delegated responsibility for catering, functions and events and duty management is very often the face of the Trust to visitors and suppliers. As such, s/he directly influences public perceptions of the Trust and is crucial to developing and maintaining the property s local and national reputation. Supervising/undertaking the day-to-day operation of the property and environs to ensure excellent customer/visitor experience. Line management of Visitor Services Assistants and volunteers to deliver an exceptional visitor experience for all guests. Promote a culture of a warm welcome to visitors and exceptional service, every time. Working closely with other managers across the Property to deliver a programme of visitor events, which increase visitor numbers, drive secondary spends and support overall Property targets. Responsibility to ensure that all policies and procedures related to the day-to-day financial administration such as cash/till reconciliation and day end reports are adhered to. Compiling staff rotas in line with staffing budgets and imputing and signing off working hours for payroll. Assisting with ordering stock and stock control and carrying our monthly stock takes. Handling guest inquiries and complaints and resolving any issues rising promptly. Working closely with the team to deliver a programme of visitor events to increase visitor numbers, drive secondary spends and support the overall Property targets. Working with the Functions & Events Supervisor and Creative Learning Supervisor to deliver the catering offer for weddings, hospitality, corporate events and creative leaning & education groups. Duty management and oversight/maintenance of the property to include visitor services, functions, admissions and retail offer when acting as Duty Manager. Deputising for the Visitor Services Manager/Operations Manager and providing cover for other Visitor Service Supervisors as required. To support the property social media content to generate interest, engagement and help drive visitors recruitment, induction, development, and performance management and sickness management) , ensuring they are fully equipped and motivated to carry out their duties to the required Trust standards. Taking responsibility for key holder management and security of the Property. To promote a Health & Safety culture across the property, ensuring the team work within the property s Safe System of Work to reduce risk of incidents and accidents to volunteers, employees, and visitors. Completion of all cash handling processes and reconciliation as per the Trust s policies and processes and when required. Assist the Visitor Services Manager with Recruitment; and management of all visitor services employees 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. To actively support and promote the National Trust for Scotland as a memberships organization and the benefits of becoming a member to all visitors to achieve the membership KPIs. A significant amount of time spent in the role is non-desk-based, requiring good time management, and the role-holder can expect that a substantial part of the working day will be spent front of house, providing operational delivery of the food & beverage offer. Will be required to work flexible working patterns and hours including evenings, weekends, and public holidays. This role is one for which the duties and responsibilities require you to undertake a criminal records check. Previous experience of working in an operations role in the hospitality industry including experience managing, coordinating and developing a team with varying remits and professional competences Excellent organisational, administrative, and time-management skills with the ability to prioritise and re-prioritise workload to meet changing demands. To hold, or, have the ability and willingness to achieve an Intermediate Food Hygiene Certificate Previous event coordination/management experience An understanding and experience of food and beverage operations within an historic/heritage environment A formal qualification in Hospitality, Tourism or Event Management. Strong knowledge of Microsoft Office applications: Access, Excel, PowerPoint, Word A full clean driving license valid for the UK and access to a vehicle suitable for use on Trust business (with appropriate business insurance) To lead by example and to take responsibility for a highly motivated team in delivering an exceptional hospitality and heritage visitor experience. People Management Line Management of a team of permanent and seasonal Visitor Service Assistants and volunteers Manage and motivate all hospitality team members to deliver on a daily basis Will have frequent interaction with suppliers and contractors Financial Management The Operations Manager is the overall budget holder, but the Visitor Services Supervisor has devolved responsibility for the day-to-day financial administration and policy adherence at the Property, including Ensuring the completion of the daily Cash/till reconciliation and reporting following the Trust s policies and processes. Controlling staff costs in line with performance Contribute to achieving sales targets and membership recruitment targets Management of month end stock takes Actively feedback visitor comments to line managers to improve offer, service and operations Health & Safety, Food Safety, the Environment Ensuring that the operation meets statutory requirements of Health and Safety, Food Safety and Environmental legislations and procedures. Will regularly use a wide range of ICT equipment including two-way radio, mobile phone, land-line phone, email, scanner, laptop/PC, printer etc. Will use catering equipment including coffee machines, dishwashers, and some cooking equipment. Use of cleaning chemicals during shift Clock in/clock out on payroll app Key performance indicators and targets Food & beverage and membership sales targets are met or exceed budget Systems of recording all up to date: including allergens, COSSH, cleaning records, stock take and wastage. Recruitment; (performance reviews, sickness management) are carried out. To ensure visitor services employees and volunteers are trained and equipped to fulfill their roles to the standards required and that they feel valued, respected and supported.