Recruitment Call: Visitor Services Manager

We are seeking to recruit a Visitor Services Manager. The closing date for applications is 6 September 2026.

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.

Annual Leave: 25 Days

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.

Further information

• Our Employee Benefits

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.

How to apply

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

• CV, including the names and contact details of two referees (referees will not be contacted without prior permission)
• A one or two page letter citing your specific skills, knowledge and experience relevant to the role specification and requirements.

Completed applications should be sent by email only to recruitment@dublincitycouncilculturecompany.ie with Visitor Services Manager in the subject line. Applications received after the closing date and time will not be accepted.

The closing date for this application is 6th September 2026.

The information supplied in your application will be reviewed against the requirements set out in this notice by a panel. Dublin City Council Culture Company reserves the right to shortlist applicants and/or call people for an interview. It will not be possible to provide application process feedback to unsuccessful applicants.

We envisage that any resulting first round interviews will be held during the week beginning 15th September 2026. The interviews will be in the format of competency based questions related to the specific role responsibilities and required criteria outlined within this recruitment process.

In the interests of promoting accessibility all candidates who are invited for an interview will receive the interview questions and/or tasks in advance to allow everyone to prepare fully for the interview. Interviews will take place in an accessible location.

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.

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.

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.

Garda vetting may be mandatory for successful applicants, and you must be cleared by the National Vetting Bureau before the work can commence.

About Dublin City Council Culture Company

Dublin City Council Culture Company runs cultural initiatives and buildings across the city with, and for, the people of Dublin. We collaborate with people, communities, cultural organisations, businesses, and Dublin City Council to embed cultural experiences and increase cultural participation throughout Dublin.

For more information, see www.dublincitycouncilculturecompany.ie

Our Vision
A Dublin where creativity and access to culture builds lasting connections between people and the place they live.

Our Mission
We are dedicated to delivering sustainable impact through accessible and engaging cultural experiences that expand cultural habits, build connections and grow cultural confidence.

Our Values
We are led by our values. They guide what we do and how we do it.

Inclusion and Accessibility

• We encourage everyone to be involved to achieve wider cultural participation in Dublin.
• We create meaningful and enduring cultural connections by focusing on programme accessibility and sustainability.

Connection and Collaboration

• We collaborate with artists, communities and organisations. Together we develop and expand cultural skills.
• We open up new ways for people to access cultural activity more easily and confidently to develop their cultural habits.

Engagement and Excellence

• We ensure our programmes are relevant and meaningful to all by continuously engaging with the people of Dublin
• We strive for excellence in everything we do.