Tour Experience Manager - Guinness Storehouse

Job Description :

Tour Experience Manager

Guinness Storehouse, Dublin

Full Time, Permanent

Closing Date: January 5, 2025

Overview:

Located in the heart of St. James's Gate Brewery, the Guinness Storehouse is recognised as the world’s leading tourist attraction welcoming millions of visitors every year. Since our launch in 2000, we've been on an incredible journey of growth and innovation. From our 360-degree panoramic Gravity Bar to our award-winning flagship store and the fascinating Guinness Archive, every corner is filled with immersive, sensorial guest experiences that tell our rich story. In our inclusive culture, where we value each other and celebrate different perspectives, you'll be supported to thrive and recognized for your unique contributions, as we unlock a brighter, more exciting future together. If this resonates with you, come join us at the Home of Guinness.

Guinness Storehouse is a world class, world first innovation.  Guinness Storehouse is a seven story Brand Experience, including the Guinness Flagship Retail shop, Arthur Guinness Hub, Bars, a high-profile events area; all which aim to provide the ultimate visitor experience. The Guinness Storehouse welcomes 1.7 million visitors p.a. and is the number 1 visitor attraction in Ireland. 

About the Role

This role is responsible for delivering an exceptional, immersive, and consistently world-class visitor experience at The Guinness Storehouse. The role leads frontline experience teams, bringing the Guinness story to life, and ensures every guest interaction reflects excellence, warmth, and authenticity – whilst driving operational performance, engagement and continuous improvement.

The Tour Experience Manager role provides shift leadership during peak periods to compliment, and floors of The Guinness Storehouse building are staffed and managed to meet legislative requirements including reasonable supervision of staff and customers, and ensuring the health and safety of all staff and guests on shift.

The Tour Experience Manager will lead, coach, and inspire experience teams to perform consistently at their best. Build a high-performance culture focused on teamwork, accountability, and pride in the Guinness brand. Support recruitment, on-boarding, training, and development of team members. Conduct regular performance check-ins, coaching conversations, and recognition initiatives.

The Visitor Experience Team deliver an exceptional experience to 1.7 million visitors annually. The role spans all areas of the Visitor Experience, from interactive experiences to admissions to bar service delivery.  The Tour Experience Manager has full responsibility for the co-ordination and planning of the delivery of service by a team of up to 100 staff.  They will ensure that a full operational plan is in place for the delivery of an exceptional experience. 

They will provide direction & supervision as required to Visitor Experience team.

Responsibilities:

Responsible for all aspects of the Interactive Experience withing the Visitor Experience. This includes the following areas:

• Ensure daily operations run smoothly, safely, and efficiently across assigned areas.
• Act as a visible leader on the floor, setting the tone for hospitality, storytelling, and service excellence.
• Identify and resolve operational issues in real time, always maintaining experience standards.
• Management, delivery and evolution of all Premium Experiences (Guinness Brewery Experience, Connoisseur Experience, Home of Guinness guided tours and new experiences).
• Management and auditing of all scripted areas within the Visitor Experience.
• Collaborate with admissions, bars, retail, F&B, facilities & events teams to deliver seamless experiences.
• Champion a culture of curiosity and improvement, testing new ideas to enhance guest engagement.
• Ensure guests to the Home of Guinness enjoy consistently great & distinctly Guinness experiences.
• Deputise for Visitor Experience Manager as required.
• Responsible for leading, coaching and managing between 3-5 direct reports, setting clear and stretching goals in line with the key strategic business priorities.

Qualifications:

• 3rd level qualification in hotel and catering, tourism, or hospitality management OR
• 3rd level qualification in business management or related field.

• Proven leadership experience in a premium hospitality, tourism, cultural, or visitor attraction environment.
• Needs to be a strong operations manager, managing cross-functional teams, preferably in hospitality tourism or service environment.
• Strong people management skills with 5+ years' experience in managing a large team of people, and with a strong passion for developing teams.

• Experience with establishing, delivering and measuring excellent service standards.
• Excellent planning skills required.
• Guest-first mindset with high attention to detail and service quality.
• Ability to thrive in a fast-paced, high-footfall environment.

• Familiarity with performance metrics such as NPS or guest satisfaction scores.

Working with Us

Join us and you can also expect a highly competitive and flexible rewards and benefits package including:

• Contemporary work life balance policies and wellbeing activities
• Generous holiday allowance
• Lunch allowance
• Product allowance
• Annual merit increase and bonus (performance based)

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

If you have a genuine passion for our craft, our character and consumer experiences, then help us continue the story and build a great career in the process.   

   

Feel inspired? Then this may be the opportunity for you.

Worker Type :

Regular

Primary Location:

Storehouse

Additional Locations :

Job Posting Start Date :

2025-12-18