Job Description
Role: Hospitality and Operations Manager - Culzean
Reports to:
Manager – Culzean Castle & Country Park
April 2013
Business Function: Property & Visitor Services
Pay Band/Starting Salary:
Band E : £25,412 rising to £26,749 after 1 years
satisfactory service.
Location:
Type of Contract: Permanent, full-time
Culzean, Maybole, Ayrshire, KA19 8JX
Terms and conditions
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 (this will include regular
weekend/evening/public holiday duties on a rota basis); the post-holder may be required to stay overnight within the Castle
on specific dates or occasions.
Accommodation may be available for the post holder and their family subject to discussion.
KEY PURPOSE
This job exists in order to ensure the successful operation and development of Culzean’s country house hotel (the
famous “Eisenhower at Culzean Castle”), and the associated revenue streams from the Castle’s use as a venue for
functions/events. This commercial focus needs to be balanced with Culzean’s status as an internationally known
visitor destination with c. 200,000 visitors per year and multiple award winning education programmes attracting
over 12,000 pupils visits per year.
As the Trust’s “flag-ship” property, and an icon amongst heritage visitor attractions, Culzean Castle demands a
management regime that is sensitive to conservation (it is grade-A listed, with significant collections), but is dynamic
and forward-looking to ensure its sustainable future through appropriate business development. Although primarily
focussed within the Castle, the post-holder’s remit extends to holiday-let properties and within the Country Park,
and to working with the overall Manager and other heads of department on property-wide initiatives. This is a
“hands-on” role dealing with operational issues on-site, but also demands a significant level of
planning/investigating/developing.
KEY RESPONSIBILITIES
The Key Purposes of the job will be met by:
1. Maximising the profitability of operations through:
a. managing, development, selling, co-ordinating the Eisenhower at Culzean Castle, (formerly known
as the Eisenhower Apartment), (6 bedrooms/maximum 16 guests) in order to raise profile, quality
and income to increase profitability of the property;
b. managing, development, selling, co-ordinating private functions, (private dinners, weddings,
corporate dinners etc), predominantly within Culzean Castle, but also other venues within the
Country Park in order to raise profile, quality, income and increase profitability of the property;
c. managing the continued investment/development of the Holiday Cottage portfolio at Culzean (4
units/maximum 16 guests, with early plans to add an additional 3 bed unit which the post holder will
be expected to take forward) to ensure standards are maintained or where appropriate improved to
meet market demand;
d. seeking opportunities: to increase income, control costs/ wastage, identify and respond to market
changes/ opportunities, and deliver the highest levels of quality and customer service;
e. ensuring all cash control and audit procedures are implemented and stock is monitored, controlled
and ordered in an appropriate manner within the remit.
2. Ensuring an exceptional visitor experience for our hospitality guests at Culzean – generally delivered
through delegation and Coordination with other Heads of Department , staff and volunteers and for all
types of visitor (day-visitors, event visitors, functions guests, Eisenhower/holiday-cottage guests) – in terms
of:
a. Customer care – including participation in, and response to, Trust-wide “mystery visit” and “Visit
Scotland” audits and feedback;
b. General housekeeping/cleaning – to ensure that all public areas and areas let to private guests are
cleaned/maintained/serviced to the highest standards expected of a “destination” visitor attraction,
country house hotel, or holiday cottages;
3. Ensuring the conservation and practical maintenance of the Castle, Holiday Cottages and other buildings
within the estate – generally through delegation and coordination with other managers, staff and
volunteers - in terms of:
a. Buildings maintenance (.e.g. planned preventive maintenance, ad hoc repairs, capital projects) in
conjunction with on-site staff of the Buildings Service and castle staff/volunteers;
b. Facilities
maintenance
(e.g.
maintenance/repair
of
electrical/heating/sewerage/freshwater/security/emergency/lift systems and plant) in conjunction with on-site staff of the Buildings
Service and castle staff/volunteers;
4. Ensuring an appropriate management regime for hospitality operations that includes the management of:
a. staff and volunteers (recruitment, induction, development, performance management) such that they
are fully equipped and motivated to undertake their duties to the required Trust standards;
b. budgets (setting, phasing, monitoring, pro-active and re-active adjustments) such that finances are
sustainable within the context of the wider property budgets;
c. health, safety and the environment in line with stated Trust policies and approaches to ensure the
health and welfare of staff/volunteers and visitors,
d. recognition of the Trust’s Environmental Policy with respect to sustainable activities, including
energy and water use, recycling, use of “environmentally-friendly” products for e.g. cleaning regimes,
food-miles and waste etc;
e. daily, weekly, yearly and longer-term operational workplans and reporting in the context of the
properties’ statements of significance and action plans (and contribution to these action plans) to
ensure that activities are prioritized and planned to optimize the use of resources;
f. administration to enable all activities within the post holders remit to be undertaken and recorded
efficiently within Trust policies and procedures;
5. Participating fully in the properties’ wider “management team” by:
a. supporting the Property Manager strategically and practically with the operation of the properties;
b. deputizing for and representing the Property Manager as required;
c. assuming the role of “duty manager” of the Castle on a rota basis as required and working as duty
manager within the Eisenhower Apartments during peak periods and when holiday cover is required
etc., and acting as one of the main key holders,
d. managing specific park wide initiatives/ one-off projects as required by the Property manager.
_______________________________________________________________________________________________
As this role (as part of normal day-to-day duties) will directly supervise and care for, and/or manage others who
supervise and care for children or vulnerable adults as guests at functions or in overnight settings the Trust requires
the postholder to become a member of the Protection of Vulnerable Groups (PVG) scheme, which replaces the
‘Enhanced Disclosure’ check and is administered by Disclosure Scotland.
_______________________________________________________________________________________________
SCOPE OF JOB
The Eisenhower at Culzean Castle, (formerly The Eisenhower Apartments).
Perhaps the most exclusive accommodation anywhere in Scotland, The Eisenhower at Culzean Castle, (formerly the
Eisenhower Apartments), is named after the American General and 34th President, Dwight D. Eisenhower.
In 1945 when the Marquess of Ailsa gave Culzean to the National Trust for Scotland he asked that an apartment
within the Castle be given to General Eisenhower, for his lifetime as a thank you from the Scottish people for his war
time leadership of the Allied Forces during World War 2.
General Eisenhower visited Culzean on 4 occasions, including once while President of the United States of America.
During his final visit after leaving office he enjoyed golfing, painting and walking in the peace and quiet of Culzean
beautiful gardens, woodlands and seashore...”This is a place I can truly relax” he wrote.
Eisenhower allowed VIP visitors and his own friends to use the apartment. Following his death, the NTS a Scottish
Heritage USA made the apartment available for the enjoyment of the wider public. Today, Eisenhower’s presidential
retreat is a self-contained country house hotel on the upper floors of Culzean Castle.
The Eisenhower enjoys truly spectacular views across the Firth of Clyde to the mountains of Arran and the Mull of
Kintyre. There are six rooms accommodating up to 16 guests.
The Eisenhower at Culzean Castle has recently seen significant refurbishment including, decoration, soft furnishings,
heating and bathrooms, all designed to maintain the atmosphere of relaxed luxury. In addition new website focusing
on the Eisenhower at Culzean Castle will be launched in the next 1-3 months, and the new name and revised
branding will be formally launched.
Culzean Castle & Country Park
Located on the Ayrshire coast of the Firth of Clyde some 19 kilometres south of Ayr, the National Trust for
Scotland’s (the Trust’s) property at Culzean comprises the former seat of the Kennedy family - Culzean Castle, and
over 200 other built structures - together with the core 228 hectares of Cassillis and Culzean Estate. In the 19th
century the estate, which has been in existence since the 16th century, extended over large tracts of South West
Scotland. The 5th Marquess of Ailsa, with the Trustees of the 4th Marquess, gave the Castle, some of its contents and
the Designed Landscape to the Trust in 1945. At the request of the Marquess, the Trust, on behalf of a grateful
nation, gave General Eisenhower lifetime use of the Castle’s upper floor, for his part as Supreme Commander of
Allied Forces at the end of the Second World War. Culzean became Scotland’s first Country Park in 1969 under the
Countryside (Scotland) Act with the objective of securing additional resources, and is managed by the Trust in
partnership with the local authority, South Ayrshire Council. The Castle and Country Park are now run by the
Trust as a visitor attraction open to the public and attract approximately 200,000 recorded visitors annually.
Culzean has a permanent staff of 40 FTE and seasonal staff of up to 60 FTE and is an important local employer as
well being a major tourist attraction in South West Scotland. Culzean is the most significant property in the
ownership of the Trust in terms of scale of business, investment and profile.
The centrepiece of the property is Culzean Castle, acknowledged as Robert Adam’s masterpiece in the Romantic
Castellated style, matched by its sublime cliff top site. The drama of the setting is perhaps the defining stamp of the
site, chosen originally for defence, the Kennedys’ original medieval tower has been incorporated into Adam’s later
design. The Designed Landscape contains a rich variety of sites and buildings, including some by Adam, such as the
Viaduct and the Home Farm, to complement his design for the Castle, and is important also for its gardens, policy
woodland plantings and natural heritage.
Culzean Castle and Country Park are covered by many statutory designations including Listed Building status for
nineteen of the building complexes, two Scheduled Ancient Monuments, the coastal cliff as part of the Maidens to
Doonfoot Site of Special Scientific Interest (SSSI) and a listed wildlife site. Culzean was included in An Inventory of
Gardens and Designed Landscapes in Scotland in 1987 in recognition of its outstanding national significance. It was
assessed as being of outstanding significance in six value categories and was one of only five sites to have been
assessed as of outstanding value in all six categories. The Country Park, designated in 1969 under the Countryside
(Scotland) Act 1967.
Culzean Castle has been identified by the Trust as one of 12 Priority Properties for significant development.
As part of this, work has been ongoing over the last 9 months on a strategic review which will lead to an approved
Conservation Management Plan and Business Development Framework. The completed plan will inform the future
development and investment in Culzean over the coming 10 years+.
This document is expected to be completed and approved by October 2013.
People Management
 Is a Line Manager – see staff organization chart;
 Will work closely with other property colleagues (in particular the Manager and other “heads of department”),
and will have regular interaction with other technical/specialist advisory colleagues based in other locations
and departments (e.g. Buildings Services, Collections Conservation Services, Collections & Archives , Holidays
Dept, Hospitality Travel-Trade, Marketing Dept);
 Will have regular (daily) interaction with members of the public of all ages and abilities – and in particular
with potential and actual clients/guests seeking to book the Eisenhower at Culzean Castle or hire the show
rooms for private or corporate functions etc;
Category of visitor (average per year)
Country
Castle
Park
50,000
34,000
100,000
30,000
30,000
18,000
N/a
N/a
1,524
1,130, (565 bookings)
413
“Day visitors” – paying
“Day visitors” – NTS Members
“Day visitors” – others free
Formal education programmes/activities
Special events
Corporate/Private functions
Eisenhower Apartment guests
Other Holiday Cottage guests
 Will have frequent interaction with suppliers and contractors and may have interaction with the Trust’s
Procurement Manager (for contracts worth £5,000 or more).
Finance Management
 Is a budget-holder, accountable for:
Activity
Income
Expenditure
Events
Eisenhower Apartment
Functions
Holiday Cottages
Property Management
Projects
TOTAL
£20,000
£170,000
£100,000
£65,000
£50,000
£682,000
£5,000
£115,000
£20,000
£40,000
£270,000
£150,000
£775,000
Notes
Shared accountability
 Will regularly use computerized finance system for the raising of Purchase Orders for the supply of goods and
service; producing finance reports, monitoring and setting of revenue budgets and managing capital project
work.
Special Notes
 The Castle is a complex and historic building split over several levels. Whilst public and guest rooms on the
principal three floors can be accessed via a small (2-passenger) lift, considerable areas of the building are only
accessible via staircases, and the lift is unavailable during Emergency Evacuations.
 A significant amount of time spent in the role is non-desk-based and the role-holder can expect to be actively
present in most areas of the Castle throughout a working day (as well as, on occasion, being at other parts of
the property and off-site for meetings etc.
 Will regularly use a wide range of ICT equipment including two-way radio, mobile phone, land-line phone,
email, scanner, fax, laptop/PC, printer etc.
 Will be required to work flexible working patterns and hours including evenings, weekends and public
holidays. As part of the role and as a senior member of the team, there will be an expectation that the post
holder would to attend work at short-notice if operational needs demand and circumstances allow).
 Required to be the Premises License Holder as per the Licensing (Scotland) Act 2005.
REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Essential











Significant previous experience in a customer facing, service environment
Previous demonstrable experience of succeeding in a Hotel Environment or a comparable commercial
environment.
Previous experience developing, selling and management of functions
Significant demonstrable experience managing, leading, coordinating and developing a team with varying remits
and professional competences
Previous demonstrable experience of developing projects for specific areas of work/ improvement
Demonstrable skills in successful budget and financial management, combined with clear evidence of commercial
awareness and previous sales experience.
Demonstrable high levels of interpersonal and communication skills and confidence in dealing with a wide range
of staff, visitors and other stakeholders, with a Friendly, confident, and well-presented
Competent user of Microsoft Office products
Ability to manage time efficiently and effectively in an environment of changing priorities.
To hold, or, have the ability and willingness to hold a Scottish Personal Licence Holder's Certificate and Personal
Licence.
A current valid driving licence
Desirable
 Facility management experience
 A post-graduate management qualification or equivalent experience
The Key Responsibilities, Scope of Job, and Required Qualifications, Skills, Experience & 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
workforus@nts.org.uk, by first post (i.e. 10.00am) on 8 May 2013. Interviews are likely to be held at Culzean Castle
on 20 May 2013.
Summary staff structure – Culzean Castle
Manager
Catering Manager
Retail, Admissions &
Membership Manager
Learning Officer
Hospitality and Operations Manager
Head Gardener
1 of Eisenhower Duty Manager
Hospitality and Development Coordinator
Cashier
2 of Eisenhower Duty Manager, (Part-time)
Administration Assistant
Senior Ranger
Head Forester
Head Grounsman