Fáilte Ireland Careers

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CEO and Entrepreneur Lorraine Heskin

Mary Jo Sheridan, Tourism Manager - Dublinia

Mary Jo Sheridan is Tourism Manager at Dublinia. She studied a Diploma in Hospitality Management, Supervisory Management, Front of House Management and completed a Level 6 Business Management.

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What were the main 'career decision' milestones in your life so far?

Moving into management, I was uncertain about this and concerned it was removing me from the “hands on role” with visitors and limiting interaction with visitors. The upside being that in a management role I have always been busy even throughout some quiet winter seasons.

Who are the people who most influenced your career direction?

At Dublinia we have a training programme offering Heritage studies and Tour Guiding, level 5. I have supervised hundreds of participants on their work experience, I admire the students and many have inspired me with their determination, courage to being something new and hard work.

How did you go about getting your current job?

I have previously worked for my employer so it was promotion. Being due to displaying leadership attributes as well as a flare for the retail area and the drive to increase turnover there.

What are the main tasks and responsibilities?

Day to day operation, opening of the building, team briefings. Staff motivation.

Exhibition co-ordinating/ tour guide schedules

HR administration.

Retail buying, merchandising, stock and supplier control.

Customer Service

What are the main challenges?

It’s a strange thing to say in 2020 but in a “normal” year, the high volume of visitors in July and August and the demand for tickets and tours is challenging and requires high front of house customer service skill.

What do you like most?

I love the variety in my job, the people- staff and customers, when its busy and the day fly’s. There are days on my feet when I see on the App I have done over 9000 steps and 30 flights of stairs, just doing my duties and I have days when I’m at a desk all day with a list of tasks to complete and crossing each one off before heading home feels great. I like working in not-for-profit, I work for our visitors and not for shareholders pockets!

Is there anything that isn't great?

Repetition, so that would be opening and locking the building, completing daily cash sheets, it can become boring.

What particular skills do you bring to your workplace?

My team would say I am very calm and consistent and that I am not phased when things get really busy or demands are high. I like to think I am highly customer aware, that includes internal customers.

What subjects did you take in school and how have these influenced your career path?

In school I was always a history enthusiast and history was my first subject choice, for sure that what brought me to a museum. I had also studied Hospitality Management, although hotels didn’t really interest me and In my opinion now, a course with management in the title really needs a minimum age and/or work experience in advance or it is not fully understood.

What is your education to date?

Diploma’s in Management- Hospitality Management, Supervisory Management, Front of House Management, Level 6 Business Management.

What aspects of your education have proven most important for your job?

Front of House Management. I have completed many short courses and workshops on retail, specifically heritage and museum retail. Visual merchandising workshops were very important to my job.

What have been the most rewarding events in your career so far?

I have been involved in the recruitment and/or training / mentoring of some excellent staff members and helped others build confidence.

What personal qualities do you have that helps you in your career?

Being a people a person. I have a very genuine wish for tourists in Ireland to experience the best and really care about them. I love to travel so in a sense I can empathise with them.

What is your dream job?

Operations Management in the Arts, Tourism and Heritage sector. Projects promoting tourism and initiatives to help tourists navigate their choices.

Does your job allow you to have a lifestyle you are happy with?

Tourism is working what can be deemed anti-social hours and that’s not for everyone. If you have family members who are retired or working odd shifts you can work out family time. I myself like walking the cliffs of Howth mid-week, going shopping and swimming when its very quiet and for that I trade, I suppose, getting out early on a Sunday morning for work. The weekend work has also helped me to go to college and work simultaneously.

What advice would you give to someone considering this job?

You would have to be a people person with good communication skills, problem solving skills. Be able to spin several plates at the same time.

What are the three most important personal characteristics required for the job?

Be fun and have a good sense of humour.

Respectful of all other people.

Be open-minded and able to listen to new ideas and observative of your environment.

What is your pet hate at work?

The tourist who tries to do too much and see everything. This person unfortunately does not enjoy or experience fully as they race and skim over a bit of everything.

Have you undertaken, or do you plan to undertake any further training as part of your job?

Yes, I am undertaking level 8 Business Studies with Dublin Business School.

What kinds of work experience would provide a good background for this position?

Any hospitality or customer service experience be it accommodation, events, as a duty manager with people management capabilities.