The Calanais Visitor Centre is looking for a passionate Visitor Operations Manager to lead the day-to-day delivery of an exceptional visitor experience at this internationally significant site.

Visitor Operations MANAGER, The Calanais VISITOR CENTRE

40 HOURS PW SUMMER, 35 HOURS PER WEEK WINTER
£36,085-£40,209 per annum

job description

ROLE OVERVIEW

About the Calanais Visitor Centre

At the Calanais Visitor Centre, we are committed to preserving, researching, and sharing the rich archaeological heritage of the Calanais Standing Stones. Our vision is to create an outstanding visitor experience while maintaining a deep connection between the site, the community, and the wider world.

Role Purpose

The Calanais Visitor Centre has reopened following an ambitious £10.1 million redevelopment and now operates as a world-class, 5-star visitor attraction and thriving community hub. This is an exciting opportunity for an experienced Front of House Manager to lead and inspire the visitor services team, ensuring the delivery of exceptional customer service, achieving commercial targets, and creating memorable experiences for all visitors. Working in a dynamic and fast-paced environment, you will play a key role in maintaining the high standards and reputation of this internationally significant visitor destination.

This is a full-time role, working 40 hours per week April-September, 35 hours per week October-March. Working hours will cover Monday-Saturday, so the successful candidate will need to be available to work weekends and bank holidays.

The salary for this post is £36,085-£40,209 per annum, which is negotiable dependent on experience.

We are proud to be an equal opportunities employer that celebrates diversity, operates within a culture of respect, and creates a welcoming environment for all employees.

Reports to: General Manager
Direct Reports: Visitor Services Assistants, Food and Beverage Assistants, Food and Beverage Supervisor.

Roles & Responsibilities

Leadership and Staff Management

·        Recruit, train and supervise the visitor services team covering admissions, retail and catering.
·        Develop team rotas aligning with budget and operational needs.
·        Prepare accurate payroll information for team members, to be passed onto Payroll.
·        Foster a culture of care, kindness and professionalism within the team.
·        Line management responsibility for the Visitor Services Assistants, Food and Beverage Supervisor and Food and Beverage Assistants.
·        Line management responsibility including undertaking development reviews and regular catch ups.
·        Supervise the visitor services team to undertake daily reconciliation procedures in preparation for banking, identify discrepancies and investigate where necessary.
·        Deliver regular training sessions to develop the visitor services team.

Visitor Experience and Customer Service

·        Oversee daily operations including admissions, ticketing, catering, retail and function suite hire.
·        Oversee the front-of-house food and beverage offer, ensuring the service runs smoothly, efficiently and complies with food hygiene standards.
·        Supervise the visitor services team to provide a welcoming environment for all visitors, providing world-class customer service.
·        Respond promptly to visitor feedback, inquiries, complaints and compliments.
·        Maintain, update and effectively utilize the back of house EPOS system.
·        Work alongside the Heritage Team to enhance visitor satisfaction and engagement across the visitor programme.
·        Liaise with stakeholders such as external partners, community groups and suppliers, providing excellent customer service.
·        Take responsibility for creating and maintaining a safe, welcoming and well-maintained environment for staff and visitors, promptly escalating any building issues to the General Manager.
·        Support frontline operations during peak times, major events, staff shortages and throughout the quieter winter months.
·        Adhere to and contribute to site risk assessments, ensuring a safe environment for all staff and visitors.
·        Represent the Calanais Visitor Centre at tourism, hospitality, or community events.
·        Undertake first aid and fire marshal responsibilities.

Commercial

·        Work alongside the General Manager to set sales targets and relevant KPIs for the visitor services team.
·        Work towards agreed KPIs such as sales by department and contribution by department, preparing reports for the General Manager and the UnT Board.
·        Work closely with the Retail Buyer and Visual Merchandiser to maximise retail sales opportunities, ensuring the shop remains well stocked, attractively presented, and maintained to a high standard.
·        Work with the Food and Beverage Supervisor to ensure target margins are met within the front of house food and beverage offer.
·        Train and monitor the visitor services team to maximise visitor spend in all areas, including the use of upselling techniques.
·        Work alongside the General Manager and Heritage Team on special events and the activities programme.

Other

·        Commit to continuous professional development.
·        Deputise on behalf of the General Manager.
·        Act as a primary key holder, including alarm call out responsibilities as part of a team.

Requirements

Person Specification

Essential Skills, Experience and Qualifications

·        At least 3 years’ experience in hospitality, tourism management, retail, visitor or customer services in supervisory roles.
·        Excellent customer service skills.
·        A track record of achieving sales targets, team sales goals and KPIs.
·        Ability to work calmly under pressure and in a fast-paced environment.
·        Proven experience in staff supervision and line management responsibilities.
·        Strong organizational skills and analytical abilities.
·        Excellent communication skills.
·        Comfortable with admissions and ticketing systems.
·        Experience in budget management.
·        Proven experience working to risk assessments and managing visitor safety.

Desirable Skills, Experience and Qualifications

·        Experience in a catering role.
·        Relevant qualifications in hospitality, heritage, or a tourism field, or similar.
·        Food safety qualification.
·        Experience in leading and engaging volunteers.
·        First aid qualification.

Personal Attributes

·        Passion for creating inclusive, memorable experiences for diverse audiences.
·        An interest in heritage, culture and arts management.
·        Ability to work flexibly when required, including evenings, early mornings and across the week Monday-Saturday.
·        Passionate about visitor services and customer engagement.
·        Creative and strategic thinker with a proactive approach to problem-solving.
·        Adaptable and resilient in a fast-paced environment.
·        A collaborative team player who values inclusivity and diversity.
·        Detail-oriented and committed to delivering high-quality work.

Benefits

What We Offer

At the Calanais Visitor Centre, we believe in creating a supportive, rewarding, and inspiring workplace. We offer:

Fair Work Scotland Accreditation – Commitment to being a Living Wage employer and promoting Fair Work principles.
Personal & Professional Development – Ongoing training, leadership development, and opportunities for career growth.
Work-Life Balance – A flexible and supportive work environment that prioritises employee wellbeing.
Recognition & Reward – A culture that values contributions and celebrates achievements.
An Inclusive & Supportive Workplace – A welcoming and dynamic environment where employees feel valued and empowered to grow.

If you are a driven and proactive leader with a passion for customer service and operations management, we would love to hear from you. Join us in shaping the future of the Calanais Visitor Centre and ensuring its legacy for generations to come.

Questions?

If you'd like an informal conversation before applying, we'd be delighted to hear from you. Please get in touch with Claire Smith, at Orbit Agency, for a confidential conversation: [email protected]