Recruitment Call: Visitor Experience Manager - 14 Henrietta Street - now closed

Role specification:

Key responsibilities

Some of what you'll be doing:

Support the Tour Guides team and the Visitor experience

Be the team leader for the Tour Guide team, including:

• Rostering the visitor experience team and tour guides for 14 Henrietta Street, and also for Richmond Barracks, our outdoor tours, Culture Club and other Culture Company programmes.
• Coordinating tour guide and Visitor Experience team training and monthly meeting and familiarisation opportunities.
• Planning and communicating across the roster schedule to ensure efficiencies for the guide team and that how they deliver their work is prioritised.
• Coordinating reconciliation of invoices against rostering software (Rotacloud) in collaboration with the Finance department.
• Supporting tour guide recruitment and training.
• Considering visitor feedback, quality control, and audience facilitation at all times.

Manage Front of House

• Manage the overall day to day running of the visitor experience in 14 Henrietta Street, including rostering of the 14 Henrietta Street reception desk Wednesday - Sunday for all tours and events.
• Assist in the organisation, rostering and delivery of visitor experience and engagement-related projects including oral history, talks, special or festival events or other one-off events.
• Manage and monitor the retail offering at 14 Henrietta Street, including ordering stock, managing invoices and overseeing stock control.
• Manage all relevant financial administration and ensure daily cash and credit card reconciliations are correct, and filed appropriately.
• Act as keyholder and facilitate the smooth running of the day to day operations at 14 Henrietta Street for building users and visitors.
• Manage the opening and closing procedures at 14 Henrietta Street and the front of house team to deliver that process daily, including filing of daily checklists.
• Work with the Operations Team to ensure that the building and activities at 14 Henrietta Street perform to the highest possible standards in terms of accessibility and universal design and Health and Safety compliance for visitors, artists and facilitators at 14 Henrietta Street.
• Overall monitoring of the building of 14 Henrietta Street from a collections care, conservation, facilities and visitor experience point of view.

Lead on Event and Tour Bookings

• Oversee the team dealing with enquiries by phone, email or in person
• Manage the system of group bookings / event / tour set up through our ticketing system Ticketsolve for all events and tours that take place on site or remotely.
• Oversee the ticketing system and liaise with system providers when required.
• Work alongside the Venue Sales and Operations Manager to facilitate venue hire for 14 Henrietta Street.
• Manage invoicing for group bookings, liaising with accounts departments on what invoices are outstanding and following up as appropriate.

Think ‘Visitor Engagement and Audience Services’

• Connect with the work of the Your Tenement Memories programme and company-wide engagement activities to connect the communities to the work of the Culture Company.
• Encourage audience development for 14 Henrietta Street working with various departments in the Culture company to achieve visitor satisfaction and visitor growth.
• Support the communications requirements of the Dublin City Council Culture Company by providing visitor related content to the Communications team on a regular basis.
• Attend and represent 14 Henrietta Street at relevant tourism and trade events and conferences.

About the candidate

The ideal person for this role will meet the following criteria:

Essential criteria

• Minimum of two years experience in a similar role.
• Experience in public facing, engagement, customer service, or front of house roles.
• Line management experience.
• Experience of ticketing system (Ticketsolve or similar) and rostering software (we use RotaCloud).
• Strong administration skills including proficiency across Google Suite (Gmail, G Drive, Google Docs, Google Sheets, Google Meet, Google Chat) MS Office suite (Excel, Outlook, PowerPoint, SharePoint, Word).
• Ability to plan, organise and lead projects, to work independently and to deadlines.
• The ability to prioritise workload, multitask and remain calm under pressure.
• Accuracy and attention to detail.
• An understanding of the work and values of Dublin City Council Culture Company, the context it sits in, and its ambitions and a specific knowledge or interest in 14 Henrietta Street, its aims and context.
• Exceptionally strong written and verbal communication skills

Person specification

The ideal person for this role will have:

• A personable and pleasant approach, with a genuine interest in people.
• An ability to work well as a part of a dynamic, creative and flexible team.
• An ability to build and maintain strong working relationships.
• Effective organisational and time management skills.
• Self-confidence and can demonstrate a willingness to learn, strong resourcefulness, initiative and problem solving.
• Availability to work flexibly, including some evening / weekend work if required.

Position summary:

Post Title:

Visitor Experience Manager - 14 Henrietta Street, Dublin City Council Culture Company

Post Status:

Fixed Term Contract (full-time), three years; a six month probationary period applies.

Location: Dublin City Council Culture Company HQ, 14 Henrietta Street, Dublin 1, D01 HH34, Richmond Barracks, Inchicore, Dublin 8, D08 YY05 and other locations where the Company works.

Reports to: Head of Visitor Experience, Dublin City Council Culture Company

Key relationships: All teams across the Company. Company Operations Team: Head of Operations; Operations and Administration Coordinator; other Company Heads of Department and CEO; Venue teams at 14 Henrietta Street and Richmond Barracks and other buildings if relevant; financial administration team.

Salary: Full time salary of €39,000 per annum

Pension: A contribution of 10% of salary will be made to an agreed pension savings scheme subject to the individual contributing a similar percentage.

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 or annual leave increases) that may be applicable.

Working from home: The company facilitates some working from home opportunities suitable to the requirement of the position; this can be discussed further with the successful candidate.

Other benefits: Other Employee benefits include 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.

How to apply:

Applications are now invited from applicants who meet these published requirements. Applications must include the following:

• A CV, including the names and contact details of two referees. Note that referees will not be contacted without prior consent.
  
• A letter, no more than two pages, citing your specific skills, knowledge and experience relevant to the role specification and requirements set out here.
• A cover letter outlining why you are interested in this role

Please email recruitment@dublincitycouncilculturecompany.ie with “Visitor Experience Manager - 14 Henrietta Street” in the subject line.

Closing date for this application is Monday 20 February 2023. Applications received after the closing date and time will not be accepted.

The information supplied in your application will be reviewed against the requirements sent out in this notice by a panel to shortlist applicants and call people for an interview. Dublin City Council Culture Company reserves the right to shortlist applicants and/or call people for an interview. We envisage that any resulting first round interviews will be held during the week beginning 27 February 2023. subject to government guidelines, these may be online or in person. It will not be possible to provide application process feedback to unsuccessful applicants.

Garda vetting may be mandatory for successful applicants, and you must be cleared by the National Vetting Bureau before the work can commence. The successful applicant may also be required to complete mandatory training in line with the requirements of their role or broader company requirements.

Please note that Dublin City Council Culture Company is committed to developing policies and practices ensuring that accessibility, universal design and reasonable accommodation for people with disabilities are taken into account. Dublin City Council Culture Company is an equal opportunity employer. Please see our Equal Opportunities Policy here (PDF).

Please note that both the museum at 14 Henrietta Street and Richmond Barracks are Part M access compliant, and the offices of Dublin City Council Culture Company in both have limited physical access. Reasonable accommodation of access requirements will be made for successful applicants.

Interviews will take place in an accessible location. We are committed to respecting and protecting your privacy. We keep several kinds of personal data about our prospective employees so we can manage the recruitment process effectively and efficiently and meet our legal obligations. Please see our Privacy Notice for Job Applicants here (PDF).