Job Description
Who are we? Trinity College Dublins Commercial Revenue Unit (CRU), encompassing Trinity Brand Commercial Services Ltd (TBCSL) was established to develop and sustain the commercial activity of Trinity College Dublin, an institution known for its heritage and academic pedigree, so that it may also become the pre-eminent university tourist destination, renowned for its customer centric experience. CRU seeks to identify, secure and support opportunities to drive revenue streams for Trinity, furthering its position as a celebrated student-centred campus and globally recognised university tourist destination. Large-scale commercial activities held on campus deliver a significant financial contribution to the universitys academic mission of teaching and research annually. About the role As part of a Campus wide strategy to improve the visitor experience, Trinity College Dublin developed a new product portfolio called Trinity Trails in 2022.This includes a suite of Guided, Self-Guided and Premium Tours of the Campus. Reporting to the Trinity Trails Operations Manager, the Front of House Supervisor will support the Operations Manager in the day to day running of campus tours, inclusive of operations, staff and rosters, quality control, visitor management, ticketing, and financial management. The Front of House Supervisor will work alongside the Trinity Trails Coordinator and the tour guides daily. This role includes supervising the Trinity Trails operation every weekend. This role will liaise closely with the Visitor Attractions teams in the Book of Kells Experience, as well as Marketing, Catering, Accommodation and Central Events, to ensure Trinity is delivering a consistently memorable, evocative, and professional visitor experience. If this sounds like an opportunity that aligns to your experience and interests, wed like to talk to you. Were looking for someone to: Supervise the day-to-day front of house operations of the Trinity Trails every weekend and some 3 weekdays, including both guided and self-guided tours (7 day/week operation). Supervise the front desk/ kiosk operations of Trinity Trails Supervise the tour guides in their daily duties. Assist the Operations Manager in coordinating the rostering and forecasting system. Support the Operations Manager in managing capacities, bookings and ticketing interface with Trinitys ticketing provider (Ticketsolve). Support the Operations Manager in leading and motivating a strong Tour Guide team. Roster staff to work as Tour Guides or on the ticket desks as required and ensure all staff receive adequate lunchbreaks. Monitor and respond to emails on the Trinity Trails account in a timely manner Resolve visitor issues and complaints while maintaining a professional demeanour. Actively seek to demonstrate continuous improvement of operational efficiencies, spotting opportunities and challenges and bringing recommendations to management. Ensure the Trinity Trails team adhere to Health and Safety procedures and GDPR guidelines. Carry out light financial administration. Deliver the highest level of service to visitors and stakeholders. You will need to show that you have: Theskills, experience & attributes At minimum 2 years' experience in a front of house setting/ visitor facing role. Good level of competency in IT and administration (including Word and Excel). Experience with a rostering system. Experience working with a ticketing system. Excellent communication and interpersonal skills. Fluent English spoken & written. Other languages would be very advantageous, however not essential. Experience in guiding is an advantage. If you think this is the opportunity for you, Click apply and fill in the online application form. Each application should include a Cover Letter and a CV. If you would like more information, please contact Gemma Howe, Operations Manager, . Please note that this role is part of a 7 day a week operation. The Front of House Supervisor will work every weekend and 3 days during Monday to Friday. Evening work may be required on rare occasions and flexibility will be required in relation to the needs of this busy tourism operation. Skills: Front Office Customer Service Administration ticketing Communication Benefits: Performance Bonus pension