Company: Belfast Visitor Centre (Visit Belfast)
Location: Belfast
Posted: May 14th, 2026
PURPOSE:?
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Reporting primarilyinto theDirector of Finance & Corporate Servicesyouwill befully responsiblefor the smooth operation and management ofall Visitor Servicing operations. This includes activity atVisit Belfasts flagship gatewayVIC:the Visit Belfast Welcome Centre (VBWC),BelfastInternationalAirport (BIA)VIC,The retail unit andVICdesk attheCruise Welcome Hub andVIC desk atGrandCentral Belfastalongside any off-site temporary VIC provision.??
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Delivery ofthebusiness criticalcommercial revenuetargets oftheDepartmentmainlyfromretailsales,ticketing,othercommissionsand services chargedout,generatingahigh levelof income perannum.
Driving departmental excellence invisitor servicing and customerserviceacrossall sites which are expected tohandle in the region of 825,000 enquiriesin 2026/27,deliveringan estimated £19meconomic impact target.Thisrequiresleadershipand development ofthe skills and product knowledge of our Front of House teams acrossall sitesinspiring a team of staff and volunteers, ensuring that Visit Belfast continues to provide best in class service for visitors to the city and to the wider region.?
Deliveryand reportingin line withaservice level agreement withTourism Northern Ireland (TNI) toprovide a gateway visitor Information service for the rest of Northern Ireland on behalf ofTNI, with a target of handling240,000gateway enquiries.?
DUTIES & RESPONSIBILITIES
Strategic
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Towork withtheSenior Management Team(SMT)to develop and deliverthevisitor servicingelement of the nextthree yearstrategy2027 -2030.?
Tomanage theresearch,datacompilationanddevelopmentoftheVisitor Servicingelements of theannual Visit Belfast businessand operational plansandensuringdepartmentaldeliveryof the planned outcomes alongsidetimelyandaccuratereportingasrequired.
Develop andmaintainstrong working relationships with Visit Belfast partners and key stakeholders including Belfast City Council,Tourism NorthernIrelandand Belfast Harbour.??
Responsibility for the preparation ofkey, strategicreports, includingaccuratereporting ofperformance against KPIs to theBoard, itscommitteesand funders,SMTand CEO on a regular basis.?
Overall responsibility for the preparation, management and monitoring of the annual operational income and expenditure budgets, to include staff resource plans and budgets, with the Director of Finance and Corporate Services.
Operational
Overallresponsibility foralloperational aspects of the Visitor Servicesdepartment,to include the Visit Belfast Welcome Centre,welcome desk at Belfast International Airport,seasonal CruiseHuband Grand Central Station Deskalongside any off-site temporary VIC provision.
Ensure all facilities and services run smoothly i.e. tills, digital screens, CCTV cameras and that service deliverycontracts, i.e. cleaning, security and distribution, are delivered to standardsrequired.??
Ensure that the finance management systems within Visitor Services meet required standards including Management and control of all cash and card payment procedures acrossallVIC sites.
Manage theday to dayoperations attheCruiseHub,overseeing the Cruiseteam,retail,and VIC desk and thework of the Cruise Co-ordinatorteam,overseeing the recharge of Cruise Welcome Ambassadorstothe Excursionscompanies for the Shuttle service.
Overall responsibilityfor commercial income generation for Visitor Servicing including ticketing,retail,othercommissionsandservices charged outatalllocations.Managing existing income streams and exploring new options or initiatives whereappropriate.
Review and continuallydevelop the retail offering along with the retail team in line with our buying policyidentifyingnew goods and products to maximise profits and ensuring that our retail policy is kept up to date and moves with market demands and our sustainability KPIs.
Manage the sale of tour tickets and festival and event box office sales to meet annual ticketing targets,buildandmaintainexcellent relationships with ticketing clients, and secureadditionalticketing clients.?
SupporttheTicketing Supervisortomanage all reimbursements for tours and ticket saleson a monthly basis.
Record and report the retail and ticketing income via the dashboards to enable reporting to support decision making and budget preparation.
Establish andmaintainlevels of service that achieve standards of excellence in quality customer delivery.?
Workcollaboratively withthe commercialpartnershipteam insecuringadditionalcommercial incomeacross someofthe keyvisitor servicing platforms,thedigital screens in VBWC and thepromotionalplatforms atthe Cruise hub.??
Be responsible forthe monitoringofhealth and safety in line with the Visit Belfasts agreed policies and procedures and carry out risk assessments, accident investigations etc.
Oversee all aspects of workplace fire safety management, including risk assessments,recordkeepingandexecution of regular fire drills.
Oversee the management of the Visitor Servicing Complaint Process ensuring all Complaints including thoseforwardedby TNI are dealt with.
Contribute towards the development and delivery of Visit Belfasts Sustainability plan especiallywith regard towaste management, productpurchasingand Cruise.
Contribute towards the development and delivery of Visit Belfasts Accessibility work outputs, led by VisitBelfasts Sustainabilityand Impact Manager.
Supportthe SeniorVisitor Services Project Manager with the delivery of Visit Belfasts Neighbourhood Tourism Framework.
Staff Management
Overall responsibility forthe recruitment, management and development of your teams, undertakeperformance management,appraisals andidentifytraining needs asrequired.??
Responsibility for planning ofstaff and volunteer rotas (at Cruise & VBWC/ BGC) to maximise operational effectiveness. TheSeniorVisitor Services Project Manageris responsible forthe delivery of the volunteer programme and will work with the post holder on placement of volunteers on rotas.?
Be responsible forthe training of staff to Ensure all staff receive sufficient training to enable them to deliver excellent customer service and enable the achievement of visitor services income targets.
Manage any staff issues, ensuring all staff policies and guidelines are adhered to.
Be the key point of contactfor VisitorServicespayrollinformation andprovide thison a monthly basisto the Finance Team.
Other
Communicate effectively with other Visit Belfast departments to ensure integrated activity across the organisation.?
Ensure allVisitor Servicingactivitiesoperatewithin Visit Belfasts governance framework and in line with policies and procedures. Establish andmonitorprocesses and controls to manage risk, ensurecomplianceandidentifyareas of improvement.
Ensure that all purchasing/procurement of goods and services in the Department is line with internal policies.
Attendance, whenrequired, at functions, receptions,exhibitionsand meetings (locally and internationally).?
To carry out all duties with full regard to the Visit Belfast equal opportunities and fair employment policies and terms and conditions.?
To undertake any other duties as requiredby the Director ofFinance& Corporate Services and the seniormanagementteam.?
This rolemayrequire out of hours working, engaging effectively withfunders,partnersand stakeholders, as well as occasionallyrepresentingVisit Belfast at evening events and occasional weekend events/shifts.??
Travel on behalf of Visit Belfast may berequiredas part of the job.
Clean driving licence and access to a car for work purposes is desirable.
Please see below for Further Details
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