Assistant Visitor Centre Manager

What makes this a great opportunity?

With two centuries of family heritage, Suntory Global Spirits is a world leader in premium spirits. As a truly global business, we bring together the best of our culturally diverse heritage. We value both agility and long-term thinking, we share a collective commitment to excellence and a dedication to craftsmanship, and across borders and roles, we collaborate to delight our consumers responsibly, and contribute to a more sustainable society for all of our stakeholders.

Our Vision is Growing for Good and our mission is to be the world’s most admired, fastest-growing premium spirit company. We’re a business that runs on responsibility, integrity, ambition and drive, and we celebrate exceptional performance. We welcome our people to dream big and tenaciously pursue ambitious goals – we call it our Yatte Minahare Spirit.

But perhaps most importantly – we value difference, and we appreciate what each of us can contribute. We inspire each other, and challenge ourselves to innovate, improve, advance new ideas and try new things. We create endless opportunities to Unleash Your Spirit every day in a culture that is charged, creative, challenging and fun.

Role Responsibilities

As an Assistant Visitor Centre Manager, you will be responsible for supporting the Visitor Centre Manager and operations of Auchentoshan Visitor Centre, with the aim of delivering a consistent premium brand experience that is aligned with the Global Brand Strategy. The purpose of this role is to enhance brand values, deliver excellent customer service and support the Visitor Centre Manager to build a strong and capable team. Additionally, you will assist with support and ideas for the ongoing overall growth of the business.

DUTIES & RESPONSIBILITIES:

• Manage the day-to-day Visitor Centre Team in the delivery of visitor tours/distillery experience commensurate with agreed strategy and quest to improve standards.
• Deputise for the Visitor Centre Manager, including regular weekend working and occasional evening working as required.
• Be the expert on the Auchentoshan Brand, bringing its story to life through conducting whisky tours and tastings, both on and off site when required
• Manage the delivery and hosting of trade, media, private clients and VIP visits to Auchentoshan
• Carrying out site administration including responding to customer enquiries, managing bookings, ordering stock using SAP, raising and receipting PR/PO’s in a timely manner,
• Ensure Visitor Centre facilities are always maintained to a high standard of cleanliness
• Work with the distillery operations team to ensure company operational procedures and H&S practices are adhered to rigorously by self, team members and customers e.g. PPE requirements.
• Attend site meetings (team briefings, distillery operations, H&S etc.) when required to do so.
• Organizing events and conferences including open days, on site meetings, team meetings etc.
• Work closely with the Visitor Centre Manager to manage the Visitor Centre Assistants, including developing the monthly rota to match the needs of the visitor centre, leading team meetings, minute taking, supporting with recruitment, one to one conversations and training and development
• Work closely with the Visitor Centre Manager to define annual goals/objectives for each team member and ensure these are accurately entered on the system.
• Lead team members, conduct regular one to one conversations, hold mid and year-end conversations and implement routine review of each employee's performance in role
• Support and lead any recruitment including interviews and selection
• Lead the training and development of new recruits and on-going training to all colleagues, whilst ensuring training records are maintained in the relevant systems
• Take ownership of any required investigations including conduct, capability, absence etc.
• Take ownership of external brand training
• Identify and make recommendations to the Visitor Centre Manager on tour format, spirit and non-spirit products/merchandise and any other potential revenue generating opportunities through sharing best practice from other sites and competitors.
• Actively promote DE&I strategy within the team as well as supporting responsible drinking practices

Qualifications

KEY SKILLS & COMPETENCIES:

• Drive and passion for delivering excellent customer service and experience
• Excellent communication and interpersonal skills, with a “can do” attitude
• Good knowledge of Microsoft Word, Excel and PowerPoint
• Excellent oral and written skills and able to deliver presentations to a wide and varied audience.
• Proven ability to work on own initiative and to build and maintain excellent relationships with key stakeholders
• Strong drive and desire to succeed with high levels of energy, focus and ambition
• Ability to multi-task in a demanding environment

KEY BEHAVIOURS:

• COMMUNICATION:  Communicates effectively and appropriately with a variety of stakeholders including external partners, teams, colleagues and contacts. Communicates in a way that is understandable and meaningful to everyone.
• RELATIONSHIP BUILDING: Works effectively within a team or work group as appropriate. Shows interest in team members and is aware of their needs and circumstances. Develops good relationships and cooperation within the team and with other colleagues. Works effectively as a team member and builds relationships with colleagues. Actively supports and assists colleagues to reach individual and team objectives.
• VALUING DIVERSITY Considers and respects the ideas, circumstances and feelings of others. Treats everyone with fairness and respect, adhering to the principles of diversity and inclusion.
• STRATEGIC FOCUS: Demonstrates awareness of Suntory Global’s direction; understands and supports its mission. Implements Beam Suntory's strategy and planning activity within the team. Supports Suntory Global’s mission and priorities.
• PEOPLE DEVELOPMENT: Demonstrates effective people management skills. Promotes and facilitates the development of others. Takes ownership of own performance and development.
• NEGOTIATING and INFLUENCING: Persuades and influences colleagues through involvement and consultation.
• INNOVATION and CHANGE: Develops and promotes new ways of working to improve performance within team and Beam Suntory. Understands the need for change, demonstrates flexibility and is willing to try new approaches.

KEY RELATIONSHIPS: 

• Visitor Centre Manger and Senior Visitor Centre Assistants
• Distillery Manager
• Brand Experience Coordinator
• Visitor Centre Manager
• Internal and external stakeholders including, brand marketing, tour operators, HR and Finance, amongst others

EXPERIENCE & QUALIFICATIONS: 

• Has had previous experience of leading a team in a management capacity, including allocation of resource, colleague training, motivating teams and customer service delivery standards.
• Experience in presenting to wide range of audiences.
• Current Driving License
• Previous experience within the hospitality, retail and/or tourism sector is desirable.
• Personal Licence holder (desirable but not essential as training will be provided).