Visitor Services Manager
Posted 4 days 5 hours ago by Performing Arts Forum
Permanent
Full Time
Sales & Marketing Jobs
Dublin, Dublin, Ireland
Job Description
Employer: Dublin City Council Culture Company
Closing Date: 6 Sep :59 pm
Location: Dublin
Type: Paid Job
Supporting the smooth running of all front of house and visitor services for tours, events and activities for 14 Henrietta Street and Richmond Barracks.
About the role The Visitor Services Manager is a key member of the Visitor Services and Events team. As the Visitor Services Manager you are responsible for ensuring the delivery of Front of House services at the highest standard, in line with the person focused policies and approach of Dublin City Council Culture Company. You will lead the Visitor Services team in the delivery of our values throughout their work. You will also ensure the efficient Front of House operation of the venues or buildings assigned to you, facilitating an environment that contributes to the success of all teams and activities taking place there.
About the Visitor Services Programme The Visitor Services department supports the smooth running of all front of house and visitor services for tours, events and activities for 14 Henrietta Street and Richmond Barracks. The Visitor Services team manages front of house services with its primary focus on providing a welcoming environment whilst ensuring the highest level of customer service for all who visit and engage with the Culture Company (visitors, artists, audiences, venue hires, team members, local community etc).
14 Henrietta Street is a social history museum of Dublin life, from one building's Georgian beginnings to its tenement times. We connect the history of urban life over 300 years to the stories of the people who called this place home. We protect, share and add to the cultural life of the city. We tell stories, make connections and uncover history.
Our guided tours bring to life the stories of the humans who lived in the house, their changing circumstances, their experience of family life, of politics, and the impact of world affairs. The museum is open Wednesday to Sunday with public tours, regular additional group and school tours and occasional tours outside of those days.
Richmond Barracks is a building of historical importance located in Inchicore. It is home to a library, garden and cultural workshops and events. We run the general front of house services and a cultural programme called Culture Connects at Richmond Barracks. Culture Connects is a year round programme of cultural activities that celebrate the experiences and interests of the local communities and people. We offer ways for people to make and create together, to share ideas, and connect through culture and conversation. The cultural hub is open Tuesday to Saturday and occasionally activities outside of these days.
Key Focus Areas Visitor Services: Focus on creating great Visitor Services by providing a warm welcome and maintaining the highest of standards. Ensuring that our audiences, visitors and participants have an exceptional experience encompassing accessibility, staff engagement and venue facilities.
Managing a Team: This role will manage the Visitor Services Coordinator employees for Richmond Barracks and 14 Henrietta Street. This role line manages four full time visitor services coordinators and one part time visitor services coordinator and rostering the work of 15 tour guides across both buildings each month.
Use and Oversight of Company processes: Ensuring that the services of the buildings follow company procedures to run smoothly and that all instructions, processes and information provided to you from other company departments (H&S; HR; Strategic Development; Finance) are adhered to and actioned. This includes administration, reporting, planning, ongoing development and procedure updates through use of the Company's information systems such as Ticketsolve, Insightly (company CRM) and Google Workspace as outlined in company procedures.
Position summary Post Title: Visitor Services Manager Dublin City Council Culture Company
Post Status: Fixed Term Contract (full time), 3 years, a 6 month probationary period applies.
Location: Dublin City Council Culture Company HQ, 14 Henrietta Street, Dublin 1 and Richmond Barracks, Inchicore, Dublin 8
Reports to: Head of Visitor Services
Key relationships: You will work closely with teams across the company, particularly Curatorial and Heritage and Operations, Staff Services, HR and Facilities to further the work of the company across a number of buildings and programmes.
Salary: €44,103 gross per annum.
Pension: All employees who meet the requirements will be auto enrolled in the Government My Future Fund retirement saving scheme when they begin work. Upon completion of their six month probationary period, staff will be eligible to join the company scheme. Dublin City Council Culture Company offers a personal retirement savings account (PRSA) scheme, where the company will match employee contributions of up to 10% of salary Employees may choose to remain in the MyFutureFund scheme once they have completed their probation or to opt out and join the company pension scheme.
Reward and Recognition: All Dublin City Council Culture Company employees participate in the performance review and appraisal process annually. This process measures performance, considers training and development opportunities and is used to determine any reward (pay award) that may be applicable.
Hybrid working: This is a fully on site position. Due to the operational requirements of the role, regular attendance at the workplace is required and the position is not designed to be performed remotely. Please note that any requests for remote working will be considered in accordance with company policy and applicable Irish employment legislation.
Other benefits: Other Employee benefits include Income Protection, Life Assurance, Employee Assistance Programme, Cycle to Work Scheme, Taxsaver Commuter Ticket Scheme for public transport to and from work, access to certified training and opportunities for professional development in your role.
You are the line manager for the Visitor Services Coordinators in the Visitor Services teams in Richmond Barracks and 14 Henrietta Street, which is 4 full time employees and 1 part time employee.
Resource planning within your department including role descriptions, recruitment, induction training, role support, carrying out probation and performance reviews as per the Company policies and procedures and in line with the agreed company schedule.
Ensure ongoing structured support and goal setting for team members, and development of professionalism and best practice in the delivery of customer service.
Ensuring induction training, skills based training and any policy based training is identified and takes place.
Ongoing management of all HR aspects of the team including rostering, management of leave, timesheets and use of Bright HR in accordance with the Company's policies and procedures.
2. Responsibility of Visitor Services Manager and team Deliver the Visitor Services at 14 Henrietta Street, including all front of house services including visitor facilitation, sales of tickets and merchandise, and audience support for other events as required.
Manage the rostering of reception services for core opening hours and any additional events or activities as agreed for the visitor service staff for core hours Wednesday to Sunday, with occasional additional events and tours outside of core hours for public tours. Ensure that Rotacloud is kept up to date at all times.
Manage the overall delivery of the monthly roster for the tour guides, rostering their time, approving their invoices.
Run the box office for the museum which includes online bookings and in person ticket sales, vouchers and merchandise. Managing group bookings, sales and scheduling, including schools tours and tour operators.
Manage and run the front of house services for Richmond Barracks. Manage the rostering of reception service for core opening hours (Tuesday to Saturday 9am to 5pm with late opening Wednesdays) and any additional events or activities as agreed.
Deliver all front of house services including visitor welcome and direction, bookings and audience support for other events as required.
Provide front of house support for other activities in the buildings as a whole, including tours, venue hire, Culture Connects, events and talks and other Visitor Services offers as agreed.
3. Management of Visitor Services administrative systems Supervise and lead the Visitor Services team members in their daily tasks and responsibilities including daily checklists and reports including weekly procedures, key holding, cash handling and financial reconciliations across all venues.
Use of the company's administrative systems to deliver, report and streamline the work of the Visitor Services function. These systems include : Insightly (CRM), Ticketsolve (ticketing platform), RotaCloud (rostering platform) and Google Workspace.
Understanding, following and contributing to the ongoing development of all visitor services "how to" instruction guides, process manuals, policies and other relevant documents assigned to the role. These include the Company's Public Engagement and Advocacy plans, Evaluation Framework, Ticketsolve, Communications and Insightly procedures, H&S checklists and other relevant processes as outlined in the Employee Handbook such as the GDPR and Children First policies.
Ensure the Visitor Services team fulfills to the highest standard its role as initial contact for facilitators, artists, speakers . click apply for full job details
Closing Date: 6 Sep :59 pm
Location: Dublin
Type: Paid Job
Supporting the smooth running of all front of house and visitor services for tours, events and activities for 14 Henrietta Street and Richmond Barracks.
About the role The Visitor Services Manager is a key member of the Visitor Services and Events team. As the Visitor Services Manager you are responsible for ensuring the delivery of Front of House services at the highest standard, in line with the person focused policies and approach of Dublin City Council Culture Company. You will lead the Visitor Services team in the delivery of our values throughout their work. You will also ensure the efficient Front of House operation of the venues or buildings assigned to you, facilitating an environment that contributes to the success of all teams and activities taking place there.
About the Visitor Services Programme The Visitor Services department supports the smooth running of all front of house and visitor services for tours, events and activities for 14 Henrietta Street and Richmond Barracks. The Visitor Services team manages front of house services with its primary focus on providing a welcoming environment whilst ensuring the highest level of customer service for all who visit and engage with the Culture Company (visitors, artists, audiences, venue hires, team members, local community etc).
14 Henrietta Street is a social history museum of Dublin life, from one building's Georgian beginnings to its tenement times. We connect the history of urban life over 300 years to the stories of the people who called this place home. We protect, share and add to the cultural life of the city. We tell stories, make connections and uncover history.
Our guided tours bring to life the stories of the humans who lived in the house, their changing circumstances, their experience of family life, of politics, and the impact of world affairs. The museum is open Wednesday to Sunday with public tours, regular additional group and school tours and occasional tours outside of those days.
Richmond Barracks is a building of historical importance located in Inchicore. It is home to a library, garden and cultural workshops and events. We run the general front of house services and a cultural programme called Culture Connects at Richmond Barracks. Culture Connects is a year round programme of cultural activities that celebrate the experiences and interests of the local communities and people. We offer ways for people to make and create together, to share ideas, and connect through culture and conversation. The cultural hub is open Tuesday to Saturday and occasionally activities outside of these days.
Key Focus Areas Visitor Services: Focus on creating great Visitor Services by providing a warm welcome and maintaining the highest of standards. Ensuring that our audiences, visitors and participants have an exceptional experience encompassing accessibility, staff engagement and venue facilities.
Managing a Team: This role will manage the Visitor Services Coordinator employees for Richmond Barracks and 14 Henrietta Street. This role line manages four full time visitor services coordinators and one part time visitor services coordinator and rostering the work of 15 tour guides across both buildings each month.
Use and Oversight of Company processes: Ensuring that the services of the buildings follow company procedures to run smoothly and that all instructions, processes and information provided to you from other company departments (H&S; HR; Strategic Development; Finance) are adhered to and actioned. This includes administration, reporting, planning, ongoing development and procedure updates through use of the Company's information systems such as Ticketsolve, Insightly (company CRM) and Google Workspace as outlined in company procedures.
Position summary Post Title: Visitor Services Manager Dublin City Council Culture Company
Post Status: Fixed Term Contract (full time), 3 years, a 6 month probationary period applies.
Location: Dublin City Council Culture Company HQ, 14 Henrietta Street, Dublin 1 and Richmond Barracks, Inchicore, Dublin 8
Reports to: Head of Visitor Services
Key relationships: You will work closely with teams across the company, particularly Curatorial and Heritage and Operations, Staff Services, HR and Facilities to further the work of the company across a number of buildings and programmes.
Salary: €44,103 gross per annum.
Pension: All employees who meet the requirements will be auto enrolled in the Government My Future Fund retirement saving scheme when they begin work. Upon completion of their six month probationary period, staff will be eligible to join the company scheme. Dublin City Council Culture Company offers a personal retirement savings account (PRSA) scheme, where the company will match employee contributions of up to 10% of salary Employees may choose to remain in the MyFutureFund scheme once they have completed their probation or to opt out and join the company pension scheme.
Reward and Recognition: All Dublin City Council Culture Company employees participate in the performance review and appraisal process annually. This process measures performance, considers training and development opportunities and is used to determine any reward (pay award) that may be applicable.
Hybrid working: This is a fully on site position. Due to the operational requirements of the role, regular attendance at the workplace is required and the position is not designed to be performed remotely. Please note that any requests for remote working will be considered in accordance with company policy and applicable Irish employment legislation.
Other benefits: Other Employee benefits include Income Protection, Life Assurance, Employee Assistance Programme, Cycle to Work Scheme, Taxsaver Commuter Ticket Scheme for public transport to and from work, access to certified training and opportunities for professional development in your role.
You are the line manager for the Visitor Services Coordinators in the Visitor Services teams in Richmond Barracks and 14 Henrietta Street, which is 4 full time employees and 1 part time employee.
Resource planning within your department including role descriptions, recruitment, induction training, role support, carrying out probation and performance reviews as per the Company policies and procedures and in line with the agreed company schedule.
Ensure ongoing structured support and goal setting for team members, and development of professionalism and best practice in the delivery of customer service.
Ensuring induction training, skills based training and any policy based training is identified and takes place.
Ongoing management of all HR aspects of the team including rostering, management of leave, timesheets and use of Bright HR in accordance with the Company's policies and procedures.
2. Responsibility of Visitor Services Manager and team Deliver the Visitor Services at 14 Henrietta Street, including all front of house services including visitor facilitation, sales of tickets and merchandise, and audience support for other events as required.
Manage the rostering of reception services for core opening hours and any additional events or activities as agreed for the visitor service staff for core hours Wednesday to Sunday, with occasional additional events and tours outside of core hours for public tours. Ensure that Rotacloud is kept up to date at all times.
Manage the overall delivery of the monthly roster for the tour guides, rostering their time, approving their invoices.
Run the box office for the museum which includes online bookings and in person ticket sales, vouchers and merchandise. Managing group bookings, sales and scheduling, including schools tours and tour operators.
Manage and run the front of house services for Richmond Barracks. Manage the rostering of reception service for core opening hours (Tuesday to Saturday 9am to 5pm with late opening Wednesdays) and any additional events or activities as agreed.
Deliver all front of house services including visitor welcome and direction, bookings and audience support for other events as required.
Provide front of house support for other activities in the buildings as a whole, including tours, venue hire, Culture Connects, events and talks and other Visitor Services offers as agreed.
3. Management of Visitor Services administrative systems Supervise and lead the Visitor Services team members in their daily tasks and responsibilities including daily checklists and reports including weekly procedures, key holding, cash handling and financial reconciliations across all venues.
Use of the company's administrative systems to deliver, report and streamline the work of the Visitor Services function. These systems include : Insightly (CRM), Ticketsolve (ticketing platform), RotaCloud (rostering platform) and Google Workspace.
Understanding, following and contributing to the ongoing development of all visitor services "how to" instruction guides, process manuals, policies and other relevant documents assigned to the role. These include the Company's Public Engagement and Advocacy plans, Evaluation Framework, Ticketsolve, Communications and Insightly procedures, H&S checklists and other relevant processes as outlined in the Employee Handbook such as the GDPR and Children First policies.
Ensure the Visitor Services team fulfills to the highest standard its role as initial contact for facilitators, artists, speakers . click apply for full job details