Information Desk Manager

Introduction

The National Gallery of Ireland 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.

Job Description

The Gallery wishes to recruit an Information Desk Manager to join the Audience Development & Stakeholder Engagement Division on a permanent basis. The successful candidate will lead the Information Desk team of the Gallery, which includes the management of approximately 180 volunteers, coordinating visitor information services, ensuring smooth daily operations, and supporting the delivery of the Gallery’s Audience Strategy.

Responsibilities

- Support the Director of the Gallery and Head of Audience Development & Stakeholder Engagement on a range of strategic priorities.
- Manage the Information Desk team who recruit, train, schedule, support, and oversee approximately 180 volunteers.
- Ensure high standards of customer service across teams that welcome over 1 million on site visitors 361 days per year.
- Work closely with the relevant teams to ensure that operational, security, exhibition, collection, communications, and events updates are communicated to the visitor experience team and volunteers in real time.
- Work with the HR Department to ensure the delivery of best-practice Volunteer Management across the Gallery.
- Work with the Front of House Manager to strategically develop the customer service standards and the visitor satisfaction levels of the Gallery.
- Work with the Education Department to ensure the smooth arrival and welcome of groups and school visits on a daily basis.
- Collaborate with the EDI Manager to promote mutual respect, cultural awareness, and a sense of belonging among volunteers.
- Recognise, support, and celebrate the contribution of the Gallery’s 180 volunteers.
- Collaborate with the Collections & Research and Audience Development & Stakeholder Engagement Divisions to ensure the accurate development and implementation of floor plans, maps, donation boxes, and tap-donate devices.
- Develop and implement related budgets and procurement processes in line with operational needs.
- Support the Head of Communications and the Front of House Manager in delivering the Gallery’s Audience Strategy.
- Coordinate Volunteer research surveys and support colleagues in undertaking audience research and reviewing visitor data.
- Perform other duties as determined by the Director and Head of Audience Development & Stakeholder Engagement.

Requirements

- A third-level qualification in a related discipline (e.g., Arts Management, Tourism, Business, Museum or Heritage Studies).
- A minimum of three years’ experience in Information Desk Management or Volunteer Management in the arts, heritage, charity or tourism sectors.
- Proven experience in leading, motivating, and managing a team effectively.
- Experience in volunteer management, including inclusive recruitment, training, support, and recognition of volunteers.
- Awareness of the varied motivations and access needs of volunteers.
- 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.
- Knowledge of related Volunteer Management software and other systems.
- Proven track record in budget management and procurement oversight to ensure efficient operations.
- Exceptional interpersonal and communication skills, with a professional, courteous, and engaging manner with staff and visitors.
- Strong organisational, planning, and problem-solving skills, with attention to detail, cultural sensitivity 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.
- Skill 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.

Conditions of Employment

This job description is a guide to broad areas of responsibility and accountability and should not be regarded as a comprehensive listing.

Eligible candidates must be a citizen of the European Economic Area (EEA), a citizen of the United Kingdom (UK), a citizen of Switzerland, or a non-EEA citizen who has a Stamp 4 permission or a Stamp 5 permission.

The salary for this position will be in accordance with the Higher Executive Officer (PPC) pay scale, with a starting salary of €58,847 per annum.

The successful candidate will be entitled to 29 days of annual leave pro rata, and will be placed on the public sector pension scheme.

The Gallery provides staff the opportunity to participate in the tax saver and cycle to work schemes.

Equality and Diversity

The National Gallery of Ireland is an equal opportunities employer and values equity, diversity and inclusion.

If you require reasonable accommodation for any part of the application process, please do not hesitate to let us know.

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