Front Of House Manager

The National Gallery of Ireland ('the Gallery') is Ireland's major national cultural institution devoted to the collection and care of fine art.Comprising more than 18,000 paintings, drawings, watercolours, miniatures, prints, sculpture and decorative arts, the institution's extensive holdings include masterpieces by many of the most celebrated figures in the history of western European art.In addition, the Gallery houses the most representative collection of historic Irish art.Funded mainlyThe National Gallery of Ireland ('the Gallery') is Ireland's major national cultural institution devoted to the collection and care of fine art.Comprising more than 18,000 paintings, drawings, watercolours, miniatures, prints, sculpture and decorative arts, the institution's extensive holdings include masterpieces by many of the most celebrated figures in the history of western European art.In addition, the Gallery houses the most representative collection of historic Irish art.Funded mainlyShow moreDescriptionThe Gallery wishes to recruit a Front of House Manager to join the Audience Development & Stakeholder Engagement Division on a permanent basis.The successful candidate will lead the Front of House team of the Gallery overseeing all front-of-house operations, ensuring an exceptional visitor experience, smooth daily running of the Gallery, and effective management of staff and resources.They will develop and oversee the implementation of Front of House Management plans that align with our strategic plan.They will also strategically develop the customer service standards and the visitor satisfaction levels of the National Gallery of Ireland, including visitor engagement with our buildings, programmes and platforms.Reporting to the Head of Audience Development and Stakeholder Engagement or nominated deputy, the Front of House Manager will:Support the Director of the Gallery and Head of Audience Development & Stakeholder Engagement on a range of strategic priorities.Lead the Front of House team and other resources in a way that models respectful communication, cultural awareness, and inclusive leadership.Function as the Gallery's floor-based, visible and supportive Front of House manager, ensuring the Gallery is visitor-ready before, during, and after opening hours through the effective management of safety, capacity, cleaning, signage & wayfinding, and visitor flow.Ensure corrective actions are promptly reported and addressed by the relevant teamsEnsure high standards of customer service across teams that welcome over 1 million on site visitors 361 days per year, fostering a positive, inclusive, professional and welcoming team cultureChampion Universal Design and accessibility across all visitor services, working collaboratively to identify and remove barriers.Act as the Gallery's Access Officer under Section 26(2) of the Disability Act ****, serving as a visible and supportive point of contact for accessibility-related queries.Manage and develop the Gallery's Customer Charter and Action Plan and our Complaints and Feedback ProcessMonitor, assess, and identify opportunities to enhance the Gallery's performance and visitor satisfaction, including improving rankings on third-party review platforms.Plan and oversee the collection, verification and assessment of regular visitor surveys and our visitor data, ensuring accuracy through third-party software, internal tracking systems and staff knowledge.Ensure the Gallery's compliance with relevant legislation and standards including the Official Languages Act and EU Web Accessibility DirectiveWork closely with the Gallery's Head of Communications and relevant Working Groups to ensure the successful implementation of the Gallery's Audience Strategy.Implement initiatives and processes in collaboration with other teams to deepen the Gallery's relationship with existing audiences and sustainably increase onsite audiences.Develop and implement related budgets and procurement processes in line with operational needs.Perform other duties as determined by the Director and Head of Audience Development & Stakeholder EngagementThe successful candidate will have:A third-level qualification in a related discipline (e.g., Arts Management, Tourism, Business, Hospitality, Museum or Heritage Studies).A minimum of three years management experience in Front of House management in the arts, heritage or tourism or hospitality sectors.Proven experience in leading, motivating, and managing a team effectively.The ability to handle challenging situations with professionalism, sound judgment, and diplomacy.A track record in developing and implementing rosters and work schedules to meet operational needs.Familiarity with accessibility legislation and Universal Design principles.Knowledge of related software and systems including ShopperTrak, TicketSolve, Eventbrite, Culture Counts, EPOS systems and websites.Exceptional interpersonal and communication skills, with a professional, courteous, and engaging manner with staff and visitors.A demonstrated commitment to inclusive public engagement, cultural sensitivity and awareness of diverse lived experiences.Strong organisational, planning, and problem-solving skills, with attention to detail and the ability to meet deadlines under pressure.Flexibility and adaptability, with a proactive approach to changing priorities and operational challenges.The ability to foster a positive, constructive team culture, recognising and valuing contributions within legal and charity guidelines.Skills in building and maintaining strong relationships with internal and external stakeholders.Energy, enthusiasm, and a commitment to delivering an outstanding visitor experience, with awareness of Gallery-wide activities.Familiarity with the Irish language, including basic reading comprehension and speaking ability is an advantageConditions of employmentThis job description is a guide to broad areas of responsibility and accountability and should not be regarded as a comprehensive listing.This may be subject to review in view of new structures and/or the changing needs of the Gallery.All employees are required to be compliant with NGI screening and Garda Vetting procedures.The post will be subject to a satisfactory medical check and successful completion of a successful probationary period.Applicants must be fluent in English and be eligible to work in Ireland.Eligible candidates must be:1. A citizen of the European Economic Area (EEA).The EEA consists of the Member States of the European Union, Iceland, Liechtenstein, and Norway; or2. A citizen of the United Kingdom (UK); or3. A citizen of Switzerland, pursuant to the agreement between the EU and Switzerland on the free movement of persons; or4. A non-EEA citizen who has a Stamp 4 permission or a Stamp 5 permission.Please note: A 50 TEU permission, which serves as a replacement for Stamp 4EUFAM after Brexit, is considered equivalent to Stamp 4.To qualify candidates must be eligible by the date of any job offer.Job Details and Application InformationGrade and Salary:The salary for this position will be in accordance with the Higher Executive Officer (PPC) pay scale, as per the 1 August **** pay adjustments.The salary scale for this position is as follows:• The starting salary will be at the first point on the scale, €58,847 per annum, or on a higher point of the scale, as appropriate to the successful candidate, if appointed from an existing public sector role (in accordance with Circular *******).• Candidates should note the National Gallery of Ireland complies with Department of Public Expenditure and Reform regulations and guidelines on Public Service pay and conditions of employment.Annual Leave:The successful candidate will be entitled to 29 days of annual leave pro rataSuperannuation:The successful candidate will be placed on the public sector pension scheme.Benefits:The Gallery provides staff the opportunity to participate in the tax saver and cycle to work schemes.Duration:PermanentWorking hours:Full time, 5 days over 7 days per week– 35 hours per week (net of breaks).Please note, flexibility is required and the successful candidate will be required to work occasional early mornings, late evenings and weekends.Any personal data that you provide when applying for this position shall be processed in accordance with our Privacy Notice .How to apply:To apply for this position, please provide the following documents (in PDF Format):• A CV, which should be no more than two pages• A cover letter, which should be no more than two pagesPanel:Candidates should note that at the end of the candidate assessment process a panel of successful candidates may be formed based on order of merit, from which future positions may be filled.Closing date for receipt of applications:27 October ****Interviews will be scheduled in November ****.At the National Gallery of Ireland, we value equity, diversity and inclusion.We recognise the benefits it can bring to our staff and our visitors interactions.We celebrate difference and want our people to be representative of all communities.If you require reasonable accommodation for any part of the application process, please do not hesitate to let us know.The National Gallery of Ireland is an equal opportunities employerNational Gallery of Ireland is an Equal Opportunity Employer#J-*****-Ljbffr