The ultimate Macallan visitor experience, at the new Macallan distillery, requires an energetic, professional Visitor Experience Manager to lead the visitor experience hosting team and visitor experience coordinators. This individual must possess an excellent customer relations skillset, as well as strong people management skills to develop the team to host and tour guests of the Macallan around the Macallan visitor experience.
To lead and develop a team of best in class tour guides that provide visitors with the best Scottish welcome and delivering a consistently high quality visitor experience in line with Visit Scotland criteria.
Ensure that every guest of the Macallan experience leaves the Macallan having had a world class guided experience
Ensure that the team follow all systems and procedures laid down by each department and are followed with detailed accuracy.
As departmental head ensure that the team are fully aware of the daily business needs by setting up daily briefs.
Support the creation and delivery of the annual budget for the visitor experience and ensure that the budget is adhered too on a monthly basis, including staffing levels.
To ensure that the visitor experience offering is constantly exceptional and in line with brand etiquette.
Excellent working knowledge of health and safety in a visitor experience environment including clean and clear tour areas, including areas of access and egress.
Excellent people management skills
Outstanding customer service knowledge and delivery
Will be accredited with World Hosting credentials
Capacity to recall appropriate brand information and brand history; strong understanding of the Macallan brand
Have a basic but workable knowledge of brand commercial strategy with regard to portfolio
Strong understanding of the Macallan
Additional language skills would be a distinct advantage
This individual will be confident and take pride in their appearance, whilst being friendly and approachable to all customers and colleagues alike. They will possess excellent attention to detail. They will lead by example by having strong personal standards of time-keeping and willingness to execute tasks perfectly.