Officer, Visitor Engagement
Level 4
Temporary, Specified Purpose Contract (approximate end date June 2028)
- the specific purpose of the contract is to cover a career break.
Closing Date: Monday, 21st September 2026 at 3pm
Job Purpose
Lead delivery of Fáilte Ireland’s Visitor Engagement Strategy in the assigned area, providing a connected, high-quality, human-led and increasingly AI-enabled visitor information, insight and referral service.
The role will lead and coordinate the operation of Tourist Information Centres (TICs) , Multi-Channel services, strategic programmes and projects, and the Tourist Information and Business Support Centre, working collaboratively with relevant Fáilte Ireland teams and external stakeholders.
Job Description
Primary Objectives / Key Responsibilities
Individuals may have a combination of a number of these responsibilities.
1.Tourist Information Centre Role
Lead and oversee the effective operation of assigned Tourist Information Centres, ensuring high standards of visitor service, appropriate staffing, facilities and operational support within available resources.
Manage the operation of seasonal and year-round services in accordance with agreed policies, standards and business requirements.
Lead, manage and develop assigned staff, including performance management, resource planning, training and the implementation of HR policies and procedures.
Ensure frontline teams have the knowledge, tools and local information required to deliver high-quality visitor advice, referral and destination information.
Promote effective visitor referral and local knowledge to support visitor confidence, dispersal and increased local value.
Manage assigned budgets, payroll and expenditure in accordance with Fáilte Ireland policies and procedures.
Develop and maintain effective relationships with local tourism stakeholders and relevant internal Fáilte Ireland teams.
The recruitment and training of seasonal staff.
2. Multi-Channel Visitor Services & Strategic Projects Role
Lead and coordinate the delivery and ongoing development of Visitor Engagement’s Multi-Channel services across Kiosks, print, digital and other approved visitor-facing channels.
Specifically lead:
The introduction and adoption of AI-enabled visitor information services and other new systems, channels and ways of working.
The development and maintenance of accurate, relevant and high-quality destination content, drawing on frontline and local knowledge.
Assigned national and local strategic projects, pilots and service improvements, working collaboratively across Visitor Engagement and relevant Fáilte Ireland teams.
Support:
The delivery of the Champions Programme and other agreed visitor-facing training and engagement initiatives.
The implementation of Voice of the Visitor, ensuring visitor insights and frontline intelligence are captured, shared and used to support service and destination improvement.
3. Business Support Centre Role
Support the Business Support Centre programme, ensuring TIC staff make an effective contribution to agreed activity and appropriately triage and refer tourism businesses to relevant Fáilte Ireland supports.
Ensure the agreed Business Support Centre service facility is effectively delivered, providing an accessible local point through which tourism businesses can engage with relevant Fáilte Ireland supports and services.
Working with Regional Team monitor Centre activity and performance, using feedback and outcomes to support evaluation and continuous improvement.
Build effective relationships with local tourism businesses and stakeholders to support awareness and appropriate use of the service.
Operational:
Manage multiple projects and deadlines and navigate an effective path to deliver agreed KPIs.
Track and collate data to assess and report performance against agreed programme KPIs.
Embrace new and evolving organisational systems and processes.
Support the broader team to deliver the operational plan.
Ensure all activities are delivered on time and on budget.
Deliver presentations as requested.
Ensure communication internally and externally is consistent, timely and relevant.
Write requests for tenders as and when required.
Adhere to Fáilte Ireland budgetary processes, tracking spend and triggering remedial actions should variances occur.
Ensure that any procurement of work from a third party is implemented in line with the Fáilte Ireland procurement policy.
Carry out all other duties as required and participate as a full member of the Visitor Engagement team by supporting different work projects, as required, from time to time.
This role requires travel, with attendance at a number of national and regional locations / sites on an annual basis.
This role will require working unsocial hours including bank holidays.
The flexibility to travel domestically, and on occasion internationally is an element of this role.
Person Specification:
Essential Criteria
An excellent communicator both orally and written, with well-developed interpersonal skills. They will have the ability to prioritise work, simultaneously manage and deliver on multiple projects and meet deadlines.
Drive to embed and maintain high standards and best practice.
A good understanding of Customer service skills.
In order to be eligible to apply for this role you must have / demonstrate in your application form the following:
The successful candidate will have a minimum 3 years’ experience in a relevant role in tourism, hospitality, business or related sector.
Experience in leading on projects ideally in tourism or a related industry.
Demonstrate experience of working with a number of stakeholders both internally and externally.
Strong Microsoft office skills.
Customer service skills.
Access to own means of transport/full driving licence.
People management experience.
Qualifications/Mandatory Training
Desirable Criteria
Experience working in or with tourism related businesses.
Knowledge of the tourism or hospitality landscape in Ireland.
Experience of working with Small Medium Enterprises (SMEs).
Key Competencies
Office Location and Blended Working:
We do not ask for addresses as part of the application process, however it is the responsibility of the candidate to acknowledge the base location of the role. The successful candidate must regularly work from and attend the base office location of the role. Please note: Remote working from outside the State is not permitted other than in exceptional circumstances. As this role is within the Irish public service, the post-holder must carry out a minimum of 80% of their working time within the State (Republic of Ireland). Candidates who reside in Northern Ireland must be able to meet this requirement.
Selection Process:
Shortlisting will be based on applications and the selection process may involve two competency based interviews. A panel of successful candidates may be formed following the selection process.
Interview Attendance Requirement:
Candidates must be available to attend an in-person interview at the location and date specified by Fáilte Ireland. Please note that the location of the interview may vary from the base location of the role.
Fáilte Ireland is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of the workforce. We encourage you to reach out to us directly at [email protected] should you require assistance or reasonable accommodation during the recruitment process.
