Visitor Services Supervisor

Job Purpose

Internal job title: Duty Manager, Food & Beverage

Pay: £23,913 + outer London allowance (£2,000) + benefits.

We are the charity who look after and bring to life 2,000 miles of waterways across England and Wales, because we believe that life is better by water. Join our team and help make Stoke Bruerne a place where local people want to spend time and feel better, bringing wellbeing benefits to millions.

Our East Midlands team are looking for a Duty Manager to join our small team at our wonderful Stoke Bruerne visitor attraction. You will be responsible for developing and delivering a world class visitor experience while delivering the vision and strategic goals of the visitor destination. Visitor expectations will be exceeded wherever possible to increase dwell time, repeat visits and the generation of new audiences. As Duty Manager you will ensure that the teams on shift are fully briefed, highly motivated and well trained to deliver exceptional service levels.

This post will lead specifically on the delivery of food and beverage business element, delivering systems and processes for compliant operations. As well as leading the day-to-day food and beverage operations front of house, this role line manages a team of staff and volunteers and will lead the creation of new volunteer roles, manage any recruitment, organise inductions and delivering catering compliant training. This role is key in maximising income and profitability as well as delivering new business opportunities. This role will drive the selection of sustainable food providers and suppliers create profitable seasonal menus that links to the site.

Learn more about Stoke Bruerne here: https://canalrivertrust.org.uk/places-to-visit/stoke-bruerne (https://canalrivertrust.org.uk/places-to-visit/stoke-bruerne)

Working structure

Our Duty Managers follow an agreed rota, and work 5 days out of 7 including statutory holidays some weekend working.

Flexibility is very important in order to be certain that we can respond to site needs when they occur. Please only apply if you are happy to work an average of 37 hours a week on a rotating shift pattern, with some emergency call out expected.

https://canalrivertrust.org.uk/about-us/where-we-work/east-midlands

Knowledge, Skills/Qualifications & Experience

You'll be working in a beautiful location which has great on site visitor facilities, a modern cafe and shop and a thriving busy local attraction welcoming visitors on foot and by boat to enjoy this stunning location. Less than 20 min drive from Northampton & less than 10 mins from Towcester racecourse and Silverstone, it's a wonderfully inviting spot to spend your day making sure our visitors love their visit, and want to return.

Key accountabilities:

• Lead teams of staff and volunteers that will deliver excellent customer service across the site including retail, food & beverage, trip boats, events, interpretation tours and talks.
• Create a culture of continuous improvement that encourages the team to raise the levels of staff satisfaction of working for the Trust and the overall visitor experience.
• To be visible when on shift, be pro-active to anticipate issues before they arrive; be meticulous with the details of how a heritage attraction should be presented each day.
• Embrace a sense of theatre to present a 'performance' to our visitors each day - high standards in cleanliness, maintenance, interpretation, displays, activities, an amazing welcome and thank you goodbye.
• Maintain procedures that will ensure all legal, financial, maintenance and safety standards are met. Ensure all risk assessments and method statements are in line with the Trust's Health and Safety Policy and standards.
• Assist the Attraction Manager to exceed the business plan objectives and to regularly report on KPI's and any variations with action plans to address and variations. Contribute to developing budgets, forecasts and project plans that can be used for increasing the profitability of the site.
• Lead on compliance with all relevant legislation and Trust rules including Food Hygiene standards financial management and internal procedures to minimise risk.
• Lead on sales and F&B income generation ,target setting, controlling cost of goods and monitor resources daily taking actions to deliver KPI's and budgets.
• Identify maintenance requirements and prioritisation. Instigate local maintenance tasks where required; liaise with other operational teams, contractors, the Trust management structures as necessary for the execution of works.
• Source and negotiate contracts with national and local suppliers, managing procurement, relationships and contracts.
• Support visitor experience programming with innovative, flexible and seasonal ranges, menus and promotional offers over a whole year, create and deliver promotional packages with local business to increase spend.
• Recruit, develop and support the staff and volunteer teams and monitor performance against the standards required. This includes direct visitor and social media feedback, qualitative research and financial KPI's.
• Always display the Trust values and behaviours linked to diversity and inclusion at all times.
• Work flexibly over a 7 day rota/

About you

Technical:

• Proven experience in a similar role within a visitor attraction customer service environment.
• Customer sales experience, handling cash in accordance with defined procedures.
• Leading and motivating teams; directing, prioritising and delegating daily tasks.
• Customer sales experience, handling cash in accordance with defined procedures.
• Budgets, forecasting and management reporting.

General:

• IT proficiency including Microsoft Office, Outlook.
• Creative ideas for promotion of events, willing to collaborate with colleagues to create social media and local promotional materials.
• Ability to work flexibly, in accordance with business demands, to multitask, and prioritise work and as part of a duty rota.
• Valid driving licence.

Ideally you will have experience leading or delivering services and activities through volunteers, however we are open to considering candidates who can demonstrate effective people leadership and team management experience, and a genuine appreciation of the importance of the contribution our voluteers make to make Stoke Bruerne Attraction and environment a wonderful and memorable experience for all our visitors.

To apply: click on the "Apply for this job" button and follow the process - complete the application form & upload current CV.

Applications close: 29th July 2024 . We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any questions about the role, please contact CRT.recruitment@canalrivertrust.org.uk

What We Offer

In addition to your total salary £23,913, we also offer a outer london allowance (£2,000) competitive contributory DC Pension scheme arrangement, and numerous other employee benefits, including several salary sacrifice benefits we are also open to flexible working arrangements. These include:

• Competitive contributory DC Pension scheme arrangement, where we will double your contribution to a maximum of 10%.
• 25 days paid holiday (plus paid Bank Holidays), increasing with service.
• Access to great wellbeing benefits through our YuLife wellbeing service and app.
• Annual £200 personal learning & growth award to spend on any learning related activity.
• Free access to specialist counselling on a range of issues, e.g. health, financial, well-being and domestic matters.
• Access to a range of employee benefits including store discounts, boating holiday discounts and holiday purchase scheme.
• 2 days paid volunteering leave per annum, allowing you to volunteer for a local community project or service that's a cause that matters to you.
• Free fishing facilities across our canal network.

At the Trust we care passionately for our waterways, and as importantly, for those who look after and use them. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do as a Trust. We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.

All candidates will be treated on the basis of their merits, skills and abilities and solely by being assessed against the requirements for the job.

When you join the Canal & River Trust you become a member of an engaged team working to preserve our heritage for future generations. Come and share your passion and knowledge with a team that makes a difference to millions of people every day.

Find out more about us on our website: https://canalrivertrust.org.uk/about-us]]>