JOB OVERVIEW

Our Visitor Services team is the first point of contact for all visitors to The Place. We provide a welcoming and efficient environment and are responsible for visitor satisfaction, answering any enquiries and dealing with all box office and front of house sales. We also keep our visitors safe during their visits and each role within the team takes on specific responsibilities during evacuations, invacuations, and first aid incidents. Appropriate training will be provided.

Our Duty Managers will have the capacity to oversee operations on the Flaxman Terrace (Reception) side of our building to ensure its smooth running. The Duty Managers lead a team of casual staff, monitoring customer service, financial services, and ensure we adhere to our health and safety and licensing policies.

PAY RATE & CONTRACT TERMS

PAY RATE

The rate of pay for this position is £14.66 per hour.

This rate does not include holiday pay, which is paid separately, on top of this basic rate, calculated at 12.07% of your earnings and paid alongside.

Our rates are currently under review and a small increase in this rate is expected to be announced soon. We will update this page once the new rate is confirmed.

CONTRACT TERMS

This is a casual, weekend contract. We are looking for those available to start their training in this role during the week commencing Mon 25 Aug 2025.

You will be required to work at least 2 weekends (4 days, Saturdays and Sundays) each month. Additional weekday shifts may also be offered provided minimum weekend shifts are offered. Weekday shifts are not guaranteed and are not required.

Opening hours are 8:00am-10:00pm (08:00-22:00). Typical shifts are 6 hours long, falling within these times. You must be able to offer a mixture of both morning and evening shifts throughout each month to ensure our opening times are covered and shared fairly with the rest of the weekend team.

The Place will endeavour to agree your working hours with you ideally one month in advance, however due to the nature and flexibility of this arrangement we may call upon you to cover at shorter notice.

CLOSING DATE

The application closing date is Thu 07 Aug 2025 at 12:00pm (noon). We reserve the right to close applications early depending on the volume of applications we receive and so we advise it is better to apply early.

For an informal chat about this role to answer any questions you may have before applying, please email Ifiyenia Kolla, Deputy Visitor Services Manager.

INTERVIEW DATES

We anticipate that interviews will be conducted on Tue 19 Aug 2025 either in person at The Place or remotely via Microsoft Teams (or similar platform as necessary). Interview dates may be subject to change.

PERSON SPECIFICATION

ESSENTIAL CRITERIA

KNOWLEDGE

• Understanding of Health and Safety.

SKILLS

• Cash handling and competence with mental arithmetic.
  

EXPERIENCE AND QUALIFICATIONS

• Experience of duty management within a dance school or arts venue front of house.
• Experience of working within a customer-focused environment.
• Experience of using Point of Sale (POS) systems, ticketing software and/or space booking software.
• Experience of working in an administrative capacity to an excellent standard.
  

ATTRIBUTES AND PERSONAL CHARACTERISTICS

• Ability to work under pressure.
• Ability to work as part of a team.
• Friendly and approachable individual.
• Knowledge and enthusiasm for the arts.

DESIRABLE CRITERIA

KNOWLEDGE

• Understanding of evacuation and health and safety policies.

SKILLS

• Ability to use Spektrix, and/or Artifax systems.
• Confident using Office 365.
  

EXPERIENCE AND QUALIFICATIONS

• Valid First Aid Qualification.
• Valid Personal License.
• Experience managing large-scale events.
• Experience of reconciliation. 
• Experience of leading teams.
  

ATTRIBUTES AND PERSONAL CHARACTERISTICS

• Ability to troubleshoot or problem solve in a customer-focused environment.
• Enthusiasm for contemporary dance.

KEY RESPONSIBILITIES

CUSTOMER WELCOME

• Ensure a welcoming environment is provided to promote the organisation’s reputation.
• Encourage a healthy level of communication, offering information and assistance about the organisations facilities and features where necessary to customers, staff. and visiting companies.
• Take an active role in the welcoming of access patrons to the building and ensuring any specific needs they have are met.
• Be knowledgeable about the operation of the bar point of sale system (currently ICR Touch), our PDQ (card payment) machines, the ticketing system (Spektrix), and space bookings system, (Artifax).
• Ensure that spaces are correctly set up for specific hire requirements.
• Monitor studio usage (i.e use of shoes, photo/video, cleanliness, maximum capacity, sound levels, and back-to-back bookings).
  
• Anticipate and prevent/resolve complaints, issues with bookings or space hires, and any visitor feedback on the spot, and report back to the Visitor Services Management team.

TEAM MANAGEMENT

• Manage the Visitor Services Team by effective delegation of responsibilities to Team Members, Box Office Assistants, and Receptionists.
• Empower the team by keeping them up to date with information, policy, and practice.
• Ensure that team members are fulfilling their job roles and providing a warm welcome and safe visit to The Place.
• Train and mentor team members, ensuring any gaps in knowledge are filled.
• Performance manage team members where necessary.
• Support the Classes & Courses team with their front of house operations.
• Liaise with our security guards, either on shift, or as part of the end of shift handover.
• Complete an end of shift report that gives accurate and important information to the Visitor Services Management team and other key members of staff.

HEADER PHOTO CREDIT

A Festival of Korean Dance 'Hambeth' | 2025 | Photo by Ikin Yum