Job Description

Job Description

May 2015

Role: Property Manager; Castle Fraser, Garden and Estate	Business : Property & Visitor Services
Reports to: General Manager, Aberdeenshire	Pay Band/Starting Salary: Band E; £26,438 –rising to £27,830 after one year’s successful service
Location: Castle Fraser, Sauchen, Inverurie, Aberdeenshire, AB51 7LD	Type of Contract: Permanent, full-time
Terms and conditions The post is subject to the standard terms and conditions provided with the application pack.

THE PROPERTY
Castle Fraser is one of the largest and most elaborate Aberdeenshire castles; with the original tower probably expanded based on the 3-stepped or Z plan by the Bel family (who also worked on Crathes and Craigievar), it is considered to be amongst the greatest exponents of this style. It is A-listed, recognising its outstanding architectural merit as one of the largest and most elaborate Scottish baronial tower houses of the 16th and early 17th century. Small changes have continued throughout the life of the Castle involving a series of famous architects including Smith, Burn, Lorimer and Kelly. The neighbouring Stables complex from 1794 is a stunning example of architectural design from Edinburgh architect John Paterson. The location of the B-listed walled garden also built at this time is recorded from as early as 1750 by General Roy and follows the designs and trends of the period.
The collection and landscape are notable for the contributions left by the Fraser and Smiley families. In particular the 18th-century needlework and designed landscape we see today are a legacy from Elyza Fraser, whilst the library contents belonged to James Smiley. The rare collection of musical manuscripts is another connection with the family. A Raeburn painting of Charles Mackenzie Fraser and oil and water colours by James Giles are also of note. The serpentine flight pond was designated as important recently by the British Dragonfly Society, due to its use by 10 species of Odonata, including a Red Data Book species, the Northern Damselfly – a remarkable number for so far north.
THE ROLE
The role of the Property Manager is as Business/Operations manager, proactively leading, energising and inspiring their team and others around them to make things happen and unlock the potential that this unique property has to offer. They are accountable for the effective delivery of the Property Operating Plan which is pivotal in ensuring that the objectives of the Castle, Garden and Estate are translated into actions. He/she will focus upon finding new ways to reduce the current gap between operating income and expenditure.
They can expect to be “hands-on”, dealing with operational issues on-site, working weekends as necessary on a rota basis during the year as well as running a disciplined business, building commercial income and visitor numbers, developing advantageous relationships within local communities, investigating and planning for new initiatives, projects and developments that help keep the Trust at the forefront of conservation, and a leader in visitor/heritage management. The Manager of a Trust property is also our local representative and principal ambassador, and will build the trust and confidence in our organisation and its objectives through sound management and delivery across a wide spectrum of activities involving key stakeholders and partners.


CONTEXT
Castle Fraser is a large, imposing and dramatic building. Upon arrival visitors approaching the Castle today see the structure much as the 17th-century lairds and builders intended it to be seen. Firstly the towers and crow-stepped gables; then the armorial panel on the north wall and finally the 2 wings of the laigh biggins.

The Castle and the surrounding estate were acquired by the Trust in two stages.

• 
  In 1976 the Castle, Garden and 26 acres of the surrounding policies including the walled garden and Gardener’s Cottage were offered for sale by the Smiley family. The original £220k endowment offered was in the form of farms which were to be sold to the existing tenants.
  
• 
  In 1993 the Trust bought 314 acres - the rest of the current estate - when it came on the market following the deaths of Major and Mrs Smiley. This reunited the Castle with a large proportion of the original estate, including much of the 1794 designed landscape as well as estate buildings and therefore increased the overall importance of the property
  

Currently, over 12,000 visitors tour the castle each year, with numerous others enjoying the gardens and wider estate. Commercially, Castle Fraser has an envied reputation and capacity for hosting a variety of hospitality functions and events, both within the Castle and at a large events field. Despite this success the financial year 2015 /2016 will see the property re-evaluating its USP and position within the market place for promotion to a wider audience. Community initiatives will also feature strongly to create a stronger local connection that will increasingly engage with Castle Fraser as a local asset for enjoyment and recreation with a wider audience in the region.

KEY RESPONSIBILITIES

The Key Purposes of the role will be met by ensuring an appropriate leadership style that includes the management of:

1. 
   Staff and volunteers (recruitment, induction, motivation, development, performance management) such that they have clear direction and are fully equipped and motivated to undertake their duties to the required Trust standards. That staffing budgets are adhered to. All this within the confines of a management, staff and volunteer structure defined and implemented by the Property Manager in support of realising the Property Vision.
   
2. 
   Daily operations in conjunction with the senior property staff, responsible for the daily operations associated with Castle Fraser.
   
3. 
   Engagement of all stakeholders developing and maximising key relationships to the on-going benefit of both properties and the Trust (e.g. visitors, neighbours, local/regional marketing groups, local community, Trust “Members’ Centres”, funding partners, affinity organisations).
   
4. 
   Budgets (setting, phasing, monitoring, reporting, pro-active and re-active adjustments) such that Property finances deliver an operating surplus.
   
5. 
   Health, safety and the environment deliver safe systems of work in line with stated Trust policies and approaches to ensure the health and welfare of staff/volunteers; ensuring that all health and safety, licensing and all other legislative and regulatory requirements are met and that all related emergency procedures are regularly reviewed and implemented. You will be responsible for all health, safety and environmental management at the site, fire procedures, accident, incident and near miss report and investigation, with the support and guidance of the Trusts Safety, Health and Environment Team. 
   
6. 
   Services provided by third parties (e.g. suppliers, contractors, franchisees) such that they adhere to Trust policy and standards and ensures the safety of staff, volunteers, visitors and others.
   
7. 
   Operational plans - development, implementation and ongoing management of the Annual Operating Plan to ensure that colleagues are engaged and activities are prioritised and planned to optimise the use of resources.
   
8. 
   Setting out a Customer Vision that sets an expectation for customer service and care from Property staff/volunteers, to ensure that the visitor experience is maintained and enhanced through all aspects: Castle and Hall, events, holiday lets, learning and all commercial activities.
   
9. 
   Administration to enable activities within the property to be undertaken and recorded efficiently, cash handling procedures are adhered to and that membership targets are met or exceeded.
   
10. 
    Embracing Conservation management (including maintenance, repair, security and presentation) of all heritage assets at the properties, in line with the Trust’s “Conservation Principles” and with the advice and support of specialist/advisory staff and volunteers in order to preserve the heritage significance of the properties for all to enjoy.
    
11. 
    Education Programme: Development and promotion of the property’s use and potential as a life-long learning resource, in line with the Trust’s “Education Principles” and with the advice and support of specialist/advisory staff and volunteers to develop the interpretation and educational offering at the properties.
    
12. 
    Marketing and promotion of the Properties and the work of the Trust with the aim of engaging as wide an audience as possible. Raising funds for the ongoing development and realisation of the overall vision for each property. Achieving and exceeding visitor and membership targets and developing /maximising PR and marketing opportunities with all genres and sectoral organisations.
    

The current duties of this position do require a criminal records (Disclosure Scotland) check to be carried out.

SCOPE OF ROLE
People and Commercial Management

• 
  Welcoming and provision of full facilities for expanding upon the existing 12,600 visitors to the Castle per annum, maximising visitor potential and engagement throughout the year and not just during the summer tourism season.
  
• 
  Direct line management of senior property staff;
  
• 
  Building effective relationships and working closely with specialist Trust staff (e.g. in finance, commercial, buildings maintenance, development, conservation, marketing, health & safety, human resources) based at local and central support bases to ensure Trust policies and standards are implemented and a great visitor experience delivered;
  
• 
  Developing and maintaining sound relationships with local stakeholders;
  
• 
  Developing the events offering in response to, and creating local opportunities;
  
• 
  Actively seeking opportunities to raise funds for development;
  
• 
  Developing the Trust’s retail & commercial performance in partnership with a franchised catering operation;
  
• 
  Engaging with other relevant organisations, community councils, tourism bodies, and local communities including local membership groups to identify areas of mutual interest;
  
• 
  Leading and participating in multi-disciplinary project teams consisting of in-house staff and external consultants/contractors as necessary for your own and Trust development.
  
• 
  Effective analysis and communication of EPoS statistics as a management tool for furtherance of efficiencies and maximisation of potential of each property
  

Financial Management

• 
  Budget holder for approximately £235,000 combined income and £383,000 expenditure. The Property Manager is expected to lead the further growth of business activity at both properties to address the current operating deficit.
  

SKILLS, EXPERIENCE & KNOWLEDGE

Key attributes to be successful in this role are critically the ability to lead the team, be a clear communicator, to grow the business and develop relationships with a variety of significant stakeholders to benefit Castle Fraser, its Garden and Estate – ensuring both properties have an inspiring and unique offering.

In addition, either knowledge of or demonstrable experience in the following are required:
Personal Attributes:

• 
  A positive outlook and ablity to influence change and persuade others to join them through excellent communications and developing professional relationships.
  
• 
  Commercially and financially astute with the ability to see and develop opportunities
  
• 
  The ability to take a consultative approach to deliver effective decision-making.
  
• 
  A self starter who is assertive, highly motivated and has the drive to complete the task.
  
• 
  Proactive and fully aware of their role and responsibilities, keen to achieve their goals and objectives.
  
• 
  Has self belief and resilience, along with a will to achieve the task, with a ‘can do’ attitude
  
• 
  Leadership and effective communication skills
  
• 
  Integrity
  

Experience:

Successful experience of managing a cultural, heritage and/or visitor attraction is required. Experience in management of commercial activities an advantage.

Skills and Knowledge:

Commercial

A clear understanding of how the Property actively contributes to the Trust’s commercial undertaking; has the knowledge and skill required to generate appropriate commercial initiatives; is able to influence and hold the team accountable for contributing to the Trust’s commercial work and the achievements of set targets and budgets. This includes membership sales; selling and promoting NTS products and services through retail/catering outlets; maximising rental through the holiday lets; and the development and delivery of an exciting year-round events programme.

Safety, Health and Environment

Actively promotes and manages a safe working environment where the health, safety and wellbeing of visitors, staff, volunteers and contractors comes first. Is aware of the impact the property has on the environment and takes steps to minimise this. Maintains the Safe Systems of Work ensuring it is up to date; and is mindful of relevant HSE guidelines and regulations.

People Management & Leadership

Proactive in their leadership and management of the team. As part of this, aims to inspire the team to achieve their objectives and holds self and others to account as appropriate. Maximises the use and management of volunteers where appropriate and encourages positive and flexible team-working at the property.

Demonstrates the following skills:

• 
  Managing Challenging Behaviour
  
• 
  Recruitment and Interviewing
  
• 
  Effective team building
  
• 
  Performance Management
  
• 
  Coaching and Mentoring
  
• 
  Human Resources awareness
  
• 
  Change Management Delivery
  
• 
  Ability to think and act quickly when confronted with emergencies
  
• 
  Promotion of a positive and “can do” culture
  
• 
  Effective communication skills
  
• 
  IT proficiency – thus able to lead staff with lesser technical skills
  

Financial Management

Has accurate and up to date awareness of their property’s financial position and how this relates to the Trust’s financial sustainability. Proactively and prudently monitors departments and manages their budget and actively seeks new and better ways to minimise cost, gain value for spend and raise income. Ensures all staff are aware of financial performance and requirements of the site/venue and specifically each department head has ownership of their own budget and performance. Works in partnership with the Trust’s financial experts to share and gain knowledge. Must have previous knowledge and experience of EPoS as an effective management tool.

Visitor Experience/Management

Articulates and demonstrates a vision for excellent Customer Service and Visitor Experience which the teams can effectively deliver. Actively promotes a customer focussed attitude and culture with all staff at the property.

Conservation Knowledge

Has a clear understanding of the Conservation Principles and how they underpin our Conservation work. Has a broad understanding of all aspects of conservation at the Trust and more specifically at each property and works in partnership with specialist departments and advisers (e.g. collections/digital media/ marketing etc) as required.

Stakeholder Management

Seeks out and fosters positive and productive relationships with internal and external stakeholders, including the local community, local government, Friends groups and Members’ Centres. Promotes a partnership approach to community relations via themselves and the teams.

NTS Strategy knowledge

Further to induction, attains an understanding of the Trust’s Core Purpose; Guiding Principles; Vision; Strategic Objectives and Priorities as outlined in the 5-Year strategy. Further, is able to link the strategy and yearly NTS Corporate Plans into local operating plans and objectives. Actively and positively communicates the strategy to the team to encourage engagement and support.

Planning and Projects

Has the skills and knowledge required to develop local operational plans that support organisational and agreed objectives and the property’s business cycle. Has an understanding of basic Project Management principles. Effectively manages their own priorities and personal effectiveness through appropriate planning and personal management.

Communication

Has a high level of communication skills and constantly seeks to engage in a positive manner with the teams, customers, visitors, contractors, suppliers and other stakeholders. Provides positive and proactive communications including regular team and individual staff meetings and ensures relevant information is appropriately cascaded.

Local knowledge

Strives to gain, constantly develop and share, knowledge of the properties, including the local community and environment, in terms of what each property has to offer to our customers and visitors and how conservation is supported. Encourages the same ethos amongst the teams.

The Scope of Role, Key Responsibilities, and Required Qualifications, Experience Skills, & Knowledge reflect the requirements of the job at the time of issue. The Trust reserves the right to amend these with appropriate consultation and/or request the post-holder to undertake any activities that it believes to be reasonable within the broad scope of the job or his/her general abilities.

Applications

Interested applicants should forward a completed application form to Human Resources Department (Applications), The National Trust for Scotland, Hermiston Quay, 5 Cultins Road, Edinburgh EH11 4DF, by mail or by email via [e-mail], by first post (i.e. 10.00am) on 8 June 2015. Interviews are likely to be held at Castle Fraser during mid-June 2015.