Visit Belfast Welcome Centre Manager Full time, permanent post To support Visit Belfast s ambitious plans to drive further tourism growth to the city and region, we have an exciting opportunity for a Visit Belfast Welcome Centre Manager to join the team. Reporting to the Director of Visitor Servicing, the successful candidate will be responsible for assisting the Director in developing and implementing Visit Belfast s Annual Business Plan for the Visit Belfast Welcome Centre (VBWC) and airport visitor information desks (VICs), and assisting in the delivery of key elements of Visit Belfast s Visitor Servicing Operational Plans. The successful candidate will also be responsible for the smooth operation and management of Visit Belfast s flag ship gateway Visitor Information Centre, handling over 330,000 visitors a year, 480,000 enquiries and generating revenue from commercial services. VBWC also provides a gateway visitor information service for the rest of Northern Ireland. Please see the full job description and specification on page 4 for further details. Notes to Applicants Completed and signed application forms must be completed in either typed or black ink (soft copies of application forms, i.e. faxed or emailed, will not be accepted). Please complete and return an equal opportunities monitoring form with your application in a sealed envelope. Attach additional pages only if you require more space. Do not alter the formatting of the application form. CVs, cover letters and supporting documents will not be accepted. Applications received after the deadline will not be accepted. Canvassing in any form, oral or written, direct or indirect, will disqualify a candidate for appointment. Candidates can, however, contact Visit Belfast for further information about the post by emailing jobs@visitbelfast.com. Applications should be returned by 5pm, Friday 25 th May 2018 to: Human Resources Visit Belfast 9 Donegall Square North Belfast BT1 5GB Please note that interviews are scheduled to take place on 5 th and 6 th June 2018. Visit Belfast is an equal opportunity employer Visit Belfast 9 Donegall Square North Belfast BT1 5GB Northern Ireland T: +44 (0)28 9023 9026 F: +44 (0)28 9024 9026 E: reception@visitbelfast.com visitbelfast.com Leisure Tourism Business Tourism Visitor Information Visitor Information T: +44 9024 6609 F: +44 (0)281 9031 2424 E: info@visitbelfast.com Visit Belfast is a trading name of Belfast Visitor and Convention Bureau Limited (NI 034953). Registered Office: 9 Donegall Square North, Belfast BT1 5GB
Bringing the World to Belfast Incorporated in 1998, Visit Belfast is a public / private sector tourism partnership funded and supported by Belfast City Council (BCC), Tourism Northern Ireland (TNI), Invest Northern Ireland (INI), Lisburn and Castlereagh City Council (LCCC), Ards and North Down Borough Council (AND), strategic partners, Translink, Belfast One, Diageo Northern Ireland, Victoria Square and Value Cabs and corporate partners Hastings Hotels, Belfast Waterfront & Ulster Hall and Titanic Belfast, and over 500 industry partners. Visit Belfast is the city region s Destination Marketing Management Organisation (DMMO) dedicated to marketing Belfast as a city break, conference, day trip and cruise ship destination. It also, in its visitor servicing role, manages the operation of three gateway Visitor Information Centres (VICs) and a range of visitor servicing initiatives. Visit Belfast represents over 500 tourism businesses and services representing all aspects of the visitor experience. Visit Belfast s core purpose is to create and service visitors for Belfast and Northern Ireland in order to generate an economic benefit for the city region, creating jobs and wealth. Visit Belfast s marketing and sales activity has delivered over 350m to the local economy in the last four years. Our relationships and engagement with our tourism partners is key to the ongoing success of Visit Belfast and central to delivering our tourism, marketing and sales plans for the Belfast City Region. More information about Visit Belfast can be viewed here About Us and here Annual Review. Location Visit Belfast s head office and the Visit Belfast Welcome Centre (VBWC) are located at 9, Donegall Square North, Belfast, BT1 5GB. Visit Belfast also operates Visitor Information Centres (VICs) at George Best Belfast City Airport (GBBCA), Belfast International Airport (BIA) and pop up information desks off-site, for example, on cruise ships or during conferences and events. Visit Belfast also has a satellite office in London. 2
Organisational Structure 3
Job Description POSITION: DEPARTMENT: REPORTING TO: DIRECT REPORTS: SALARY: Visit Belfast Welcome Centre Manager Permanent, full time Visitor Servicing Visit Belfast Welcome Centre Director of Visitor Servicing Seasonal Cruise Coordinator (also reports to Director) Supervisors x4: Retail Supervisor (job share) Ticketing Supervisor Projects/Dispatch Supervisor Airports Supervisor 26,968-36,242 (plus pension benefits) PURPOSE: To assist the Director of Visitor Servicing in developing and implementing Visit Belfast s Annual Business Plan for the Visit Belfast Welcome Centre (VBWC) and airport visitor information desks (VICs), and assist in the delivery of key elements of Visit Belfast s Visitor Servicing Operational Plans. You will be responsible for the smooth operation and management of Visit Belfast s flag ship gateway Visitor Information Centre (VIC), handling over 330,000 visitors a year, 480,000 enquiries and generating a net income from commercial services of 400k. VBWC also provides a gateway visitor information service for the rest of Northern Ireland. You will be responsible for the overall day to day management of VBWC, as well as coordinating and managing Visit Belfast s off-site visitor information services at cruise ships, major events and conferences. Coordinating and motivating a team of front-of-house Travel Advisors, seasonal staff and volunteers will be a key element of the post. The post has four direct reports: Supervisors (Ticketing, Retail, Projects/Dispatch and Airports), as well as a team of Travel Advisors. The seasonal Cruise Coordinator will also report directly to this position as well as to the Director. DUTIES AND RESPONSIBILITIES: Business Planning: Alongside the Director, assist with preparations for the annual business plans for VBWC and the Airport VICs, as well as a detailed yearly Operational Plan. Prepare annual plans which identify ways to achieve revenue targets, through the provision of core services such as ticketing for tour and event organisers, Visit Belfast s gift shop, Bureau de Change, left luggage, desk concessions etc. These plans will hold yearly and 4
monthly sales, income, footfall and enquiry targets and financial targets and objectives for the year. Oversee the retail offering within the VBWC gift shop, working with the Retail Supervisors to ensure there is a varied and attractive range of local crafts and products. Implement the Visit Belfast buying strategy for VBWC, identifying a range of goods to maximise profits and achieve retail profits. Oversee the work of the Ticketing Supervisor and Ticketing Assistant to meet annual ticketing targets for the sale of event and tour tickets, and maintain excellent relationships with ticketing clients. Provide monthly and quarterly income and activity reports for the Visit Belfast Board / Operational Committee. Assist the Director with coordination of quarterly reports for the Service Level Agreement with Tourism Northern Ireland (TNI) and the project document with Belfast City Council (BCC). Provide updates and twice yearly reports, as required, on joint activity with key partners and Regional Tourism Partnerships (RTPs). Staff Management: Establish and maintain levels of service that set standards of excellence in quality customer care. Manage VBWC and airport staff, undertake regular staff performance appraisals. Manage Supervisors and Travel Advisors to deliver on key performance indicators (KPIs), including holding regular team meetings/briefings. Maintain a staff rota to ensure adequate staffing levels against budget, liaising with the Airport Supervisor to ensure outstanding airport cover is addressed or that staff cover at the cruise ships is identified and secured. With assistance from the Visitor Servicing Project Assistant, oversee the VBWC Volunteer Programme. With the Supervisory team, deliver staff and volunteer training plans, with both refresher training and induction training for new staff. Ensure staff are trained in all elements of service delivery with a focus on product knowledge, customer service and upselling. Assist the Director with any departmental staff recruitment, selection, induction and training. Work with the Director, and contracted Human Resources Consultant, in dealing with any staff issues and ensuring that internal staff policies and guidelines are adhered to. 5
Budget and Financial Management: Assist the Director with the preparation of an annual budget encompassing all elements of the department s visitor servicing activities. Oversee and coordinate systems and excel spreadsheets for performance against business targets and for all financial transactions within the department which will include EPOS, Bureau de Change and ticketing reimbursements. Ensure all VBWC invoices and sales orders are processed to the correct budget code on a prompt and correct basis. Business Operations and Facility Management: Establish effective monitoring systems for general procedures and for specific projects. Ensure all facilities and services are running smoothly at all times, i.e. equipment, cash tills, digital screens CCTV cameras, and that all contracts, for example, cleaning, security, distribution, ticketing and EPOS software, are being delivered to standards required. Attend Health and Safety meetings at least twice per annum to ensure all policies are adhered to within the department. Ensure that staff are trained in evacuation procedures and all supervisors are aware of the operation of intruder and fire alarm systems, and that emergency evacuations are conducted twice per annum in conjunction with the main building s landlord requirements. Liaise with Visit Belfast s security company regarding regular or additional cover for VBWC. Projects: Work with the Director and Visitor Servicing Project Assistant to support the delivery of the Industry Engagement Programme, including delivering a quarterly seasonal briefing. Oversee the work of the Project/Dispatch Assistant in ensuring that appropriate literature is available within VBWC, Airport VICs and for offsite services, and that visitor servicing collateral is delivered to partnership base via the appointed distribution company. Work with the Project/Dispatch Supervisor to ensure all complaints, educational enquiries etc. are responded to and help deliver any education presentations on/off site. Partnership and Relationships: With the team, maintain regular contact with Visit Belfast partners through industry briefing sessions, personal visits, team briefings, familiarisation trips, or partnership promotions to ensure awareness of the services provided. Support the team in the development and maintenance of effective working relationships with Visit Belfast s partners, sponsors and the industry as appropriate. 6
Communicate effectively with other Visit Belfast Departments to ensure integrated activity across the organisation. Liaise with Visit Belfast staff in other departments regarding information servicing support, for exhibitions, leisure tourism, conferences etc. Sit as representative on VIC Network meetings in conjunction with Tourism Northern Ireland. Attendance, when required, at functions, receptions and exhibitions (locally and internationally) in which Visit Belfast or Tourism Northern Ireland are involved. OTHER: The provision of any other form of service with which the post holder may be charged in accordance with Visit Belfast s general activities. Working off-site as required e.g. airports, cruise ships, events etc. To undertake work outside of current office hours, including some evenings and weekends. To carry out all duties with full regard to the Visit Belfast equal opportunities and fair employment policies and terms and conditions. Undertake any other relevant duties as required. 7
Personnel Specification Qualifications Relevant Experience Special Aptitudes Circumstances Essential Criteria Minimum 3 years business management experience, gained preferably in a customer facing environment. Degree level qualification. Minimum 2 years experience managing staff in a customer focused environment. Be able to demonstrate maturity of approach and team leadership skills. Experience of managing a team to achieve business and commercial targets. Budget management experience. Cash Handling experience and Management of cash Facility management experience. Experience of setting up and using systems and processes to manage and monitor activity. Demonstrable experience of working with stakeholders and clients. Excellent written and oral communication and interpersonal skills including, report writing, presentation and sales skills. Analytical, organisational and planning skills. Results orientated individual with proven problem solving skills, solution-orientated. Excellent and demonstrable working knowledge and experience in working with Microsoft Word, Excel and Outlook (Please specify clearly on your application form). Ability to work on own initiative, energy, enthusiasm and team player. Excellent customer care skills, as well as a smart appearance. Presentation skills and ability to present to groups. Ability to meet deadlines and work under pressure. Ability to initiate, build and develop relationships with clients and partners. Effective and enthusiastic ambassador for Visit Belfast and Belfast. Available to work outside normal working hours and at weekends. This role may require travel. Desirable Criteria Degree level qualification, in a relevant discipline i.e. Travel and Tourism, Business Studies, Hospitality, Leisure, Retail, Commercial etc. 3 years staff management experience. Knowledge of GDPR, cyber security and/or Data Protection. Experience of Retail Management. Knowledge of Belfast and Northern Ireland as a tourism destination. May 2018 8