ABBEY THEATRE Amharclann na Mainistreach | Job Description
JOB TITLE: Visitor Services Coordinator
RESPONSIBLE TO: Sales & Customer Service Management Team
The Abbey Theatre is Ireland’s national theatre and occupies a unique position in the hearts and minds of Irish people. It has two theatres: the Abbey, with a capacity of 492 seats, and the Peacock, with a capacity of 132 seats. The Abbey produces a year round programme of productions, public readings, workshops and artistic development work. We produce work on our stages and on tour, which not only showcases Irish and international theatre but also engages with the artistic and civic life of contemporary Ireland. If you would like to join a thriving national arts organisation which represents the past, present and future of Irish theatre, this could be the opportunity for you. This role requires a person who has a passion for Sales & Customer Service.
PURPOSE OF JOB
An opportunity exists for a full time Visitor Service Coordinator. The Visitor Services Coordinator will support a strong sales and customer focused team that consistently delivers an efficient, informed and professional service to Abbey Theatre customers and stakeholders. S/he will work to ensure that each visitor has a positive, engaging experience while also developing new customer and business relationships.
Three Visitor Services Coordinators work with a team of managers and support staff to deliver on departmental goals and objectives, including sales targets, in the context of the Abbey Theatre’s overall mission, vision and goals. Each Visitor Service Coordinator is line managed by one of the Sales and Visitor Service Managers and reports to the designated Manager on duty during hours of operation.
RESPONSIBILITIES:
Duties include but are not limited to:
Sales & Customer Service
· Ensure that all visitors have a positive experience by implementing and maintaining excellent customer service standards that are reflective of the brand and values of the Abbey Theatre.
· Proactively resolve visitor issues in a timely and professional manner and document all feedback on Tessitura (the Abbey Theatre’s CRM system).
· With the management team, identify opportunities and implement initiatives to maximise sales and exceed targets, and to make the visitor experience more engaging and memorable.
Operational
· Coordinate and supervise the team across the full range of services – front of house, ticketing, membership, reception, bar, merchandise, events and guided tours, in line with departmental standards.
· Ensure that the day to day operations of the Sales and Customer Service team are efficient, that staff coverage is adequate to meet demand and that staff are equipped and informed.
· Act as Duty Manager as required, a minimum of once a week.
· Supervisory User of Tessitura (CRM), Point of Sale (POS) and TMS (time and attendance) systems.
· Complete cash reconciliation, lodgements and end of day reporting.
· Assist with effective stock management.
· Conduct team briefing sessions as required.
· Maintain and review Standard Operating Procedures (SOPs), policies and systems to improved efficiency and reduce costs.
· Provide cover for managers as required.
Training
· Support, coach and motivate the Sales and Customer Service team to deliver on sales targets and departmental goals, always leading by example.
· Implement staff training and development programmes.
· Participate in and contribute to the performance management process.
Health and Safety
· When required Act as Chief Fire Marshal in the event of an emergency evacuation and ensure the safety of all visitors and staff.
· When required be the point of contact for any incidents/accidents involving customers and ensure that the team adheres to company policy and procedures in line with first aid training.
General
· Ensure compliance with all relevant legislation.
· Work closely with colleagues to strengthen interdepartmental relationships and understanding.
· Any other duties as may be deemed reasonable and appropriate.
PERSONAL SPECIFICATION
The post holder will have:
· Proven experience of delivering an exceptional standard of customer service in a high volume sales environment.
· The ability to lead and motivate a diverse team.
· Strong verbal and written communication skills.
· High level of computer literacy is essential, with CRM database (Tessitura) or box office experience desirable.
· Demonstrable experience of meeting and exceeding sales targets.
· Good administration and organisational skills, with strong attention to detail.
· Ability to work effectively as part of a team and individually, to make decisions, take initiative and prioritise tasks.
· Reliability and the ability to work flexibly and effectively under pressure.
· Cash management and reconciliation experience.
· Ability to react positively to and embrace change.
· Good Industry knowledge is desirable.
KEY RELATIONSHIPS
Customers, Suppliers, Clients & VIPs, Abbey Theatre Staff
TERMS AND CONDITIONS
Post: This is a full time permanent post with the Abbey Theatre.
Hours: The hours of work will be based on a rotating roster and will require day, evening and weekend work. 40 hours Net per week.
Annual Salary: Salary commensurate with skills and experience.
Probationary period: 6 months.
Holidays: 24 days per annum (including Good Friday & Christmas Eve).
Public Holidays: 9 Public holidays per annum.
Pension: The Abbey Theatre provides employees with access to a Personal Retirement savings Scheme Account (PRSA) and will match contributions up to 5.5% of salary.
Employees must contribute a minimum of 3% to avail of employer contributions. Contributions are made through payroll.
Life Assurance: The Abbey Theatre Group Life Assurance plan provides a benefit to all employees of 4 times annual salary in the event of death while in service.
Health Insurance: Employers are provided with the option to join the Abbey Theatre – VHI Group Scheme. Participant employees receive a 10% discount on any VHI plan and the subscription is deducted through payroll.
APPLICATION PROCESS
Please go to:
http://www.abbeytheatre.ie/behind_the_scenes/article/vacancy-visitor-services-coordinator
Michelle Sheridan
HR Administrator
Abbey Theatre
26 Lower Abbey Street
Dublin 1
Alternatively email: recruitment@abbeytheatre.ie
The closing date for applications is 12noon on Wednesday 23 May 2012.
The Abbey Theatre is an equal opportunities employer.