Head of Visitor Experience and Audience Services

Head of Visitor Experience and Audience Services

Sunday, 30 April 2023, 11.55pm

Dublin City Council Culture Company are seeking the right person to join our senior management team for this important role within the Culture Company in the area of visitor experience and audience services.

About the role:

Dublin City Council Culture Company’s work is focused on embedding cultural experiences and increasing cultural participation in Dublin’s neighbourhoods, running culture and heritage buildings and managing other collaborative programmes across the city.

The Head of Visitor Experiences and Audience Services will manage our visitor experience team, oversee the delivery of our services and develop new opportunities in line with our company goals and values, as set out in the Company Strategy 2019-2024.

The Visitor Experience and Audience Services department supports the smooth running of guided tours, event offerings and other activities for buildings the Culture Company operates such as 14 Henrietta Street and Richmond Barracks. The Visitor Experience team also manages front of house operations ensuring the highest level of customer service for all who visit and engage with Dublin City Council Culture Company.

The role includes the management of our teams and services in a wide range of areas including:

Visitor engagement and audience experience: Supporting the highest level of visitor experience and customer service for all who visit and engage with the buildings, including visitors, artists, audiences, venue hires, team members, local community etc, both in person and online.

Tour Guide team (team training, development and management): Develop visitor focused tours and experiences via the tour guide team and linking to other curatorial and content development opportunities.

Front of House Services: Support the smooth running of all events and activities within the buildings through ensuring adequate resourcing and planning.

Support the growth of reach of the activities and aims of the company and the programmes within the buildings through relationships, outreach and audience engagement plans.

Role specification:

Managing the day to day operations, including Front of House services in the cultural buildings that we operate. This means focusing on engaging audiences and facilitating them to create the conditions across our tour offerings and buildings and our Culture Company offerings in general.

The welcome is an essential part of this team's role for creating the conditions for engaged audiences and ensuring quality control and the continued delivery of people-focused visitor experiences. We have developed a reputation as being wonderful places to visit or projects to be involved in, which give a warm welcome and are special places that share experiences and respect people's memories.

To retain this reputation we need a senior manager who is focused on making sure all of our visitor-facing team members are utilising their soft skills appropriately and consistently in line with the value of the Culture Company.

With the growth of the Company in terms of buildings and staff, someone needs to continuously assess and appropriately train the front of house teams, facilitators and coordinators to ensure that the quality of delivery of the "welcome" and the experience is always visitor focused and to ensure that the visitor and user experience is optimised across all programming for the Culture Company.

The experiences of our tours and tour guides, including content, quality control and training is an essential ingredient to our tour offers. This role will lead the tour guide training and development systems, oversee the training of new guides, as well as the continuous management and quality control of the current tour offerings and management of this process across all programmes as part of quality control measures.

For full details, including salary, employee benefits, role responsibilities and experience required, please see https://www.dublincitycouncilculturecompany.ie/news/recruitment-call-head-of-visitor-experience-and-audience-services-april-2023

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Added by DublinCultureCompany on 13 April 2023

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