Key Responsibilities

1. Managing the Visitor Services Team
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.
Line managing team members includes responsibility for the following:

• 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

14 Henrietta Street
• 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.

Richmond Barracks
• 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 fulfils to the highest standard its role as initial contact for facilitators, artists, speakers, and others involved in running events and activities in our buildings.

• Use the Visitor Services Evaluation Framework and Ticketsolve reporting data from visitor surveys,tour attendance and sales patterns to deliver high quality visitor experience, and support its ongoing development through improvements and practical service enhancements.

• Manage our customer service experience across both buildings to ensure the highest quality at all times. Understand the patterns of visits and visitors gained through analysis of our ticketing and merchandising sales trends, feedback from visitor surveys and plan for future visitor trends, busy periods, identify visitor gaps and potential for increased tour and programming capacity.

• Work with the relevant line managers of the communications designated staff for the buildings and programmes at 14 Henrietta Street and Richmond Barracks to ensure that all information on the relevant websites and all other digital information such as newsletters, as well as all printed information, is correct and performs to the highest possible standards of accessibility and universal design in relation to information for customers and visitors.

• Maintain the Visitor Services administration and filing system as up-to-date in Insightly and Google Workspace and ensure there is consistency and efficiency in documentation following the Company brand, style and filing instructions.

• Supporting the booking process for people online, in person and over the phone and maintaining this within Ticketsolve in line with our company procedures.

• Work with programme data to support internal reporting, board reports and reporting to partners while continuing to develop the content of reports so that relevant information is available for the various stakeholders.

4. Visitor Services and Company Financial Procedures
 • Ensure that all visitor services and company policies and procedures are followed by your team at all times. Communicate with your line manager and relevant company personnel such as CEO, Director of Finance and Compliance etc. on any relevant matters including compliance and all other company requirements.

• This role will manage and oversee all of our ticketing and merchandise sales through our ticketing system, Ticketsolve. This includes set up of events, digital pricing for online sales, recording daily, weekly and monthly ticketing and sales reports, and daily cash reconciliation.

• Manage all the Visitor Services financial administration , including ensuring that daily cash and credit card reconciliations are correct and filed appropriately, generating daily income reports and raising POs, approving invoices where required across both buildings.

• This role should understand the breadth of programming and sales associated with tours, talks and activities across 14 Henrietta Street to provide responsive analysis and visitor services development.

Role requirements

Person specification

The ideal person for this role will be:

• Proactive with excellent interpersonal skills and the ability to work with systems and planning.
• Highly organised with the ability to prioritise, coordinate and schedule in a multi-location team environment.
• Flexible and resourceful, with the ability to switch between different types of tasks, take initiative and problem-solve.
• Be accountable and responsible.

Essential criteria

• Experience: Minimum 3 years in front of house, visitor services and reception in either hospitality, tourism, museum operations, or cultural arena.
• Proficiency with digital ticketing platforms (we use Ticketsolve), CRM databases (we use Insightly), Rostering software (we use Rotacloud) and Google Workspace
• Availability: Flexibility to work weekends, bank holidays, and occasional evening events. Core days will be Tuesday to Saturday.
• Exceptional organisational and planning skills with a willingness to learn new systems and processes and a high level of attention to detail.
• Previous experience as a line manager.

Desirable criteria

• An understanding of the work of Dublin City Council Culture Company and its ambitions
• An interest in the Heritage, Museum or Culture sector.