Position Description Car Park/ Foyer Bar Attendant

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1 About the Position About the Business Unit About Arts Centre Melbourne Position Description Car Park/ Foyer Bar Attendant Situated in the heart of Melbourne s cultural precinct, the Arts Centre Melbourne presents world-class performing arts in a year round exciting program. Experience Australia s best performing arts companies and exceptional international productions, alongside celebrations of comedy, cabaret and popular music. Our values describe behaviours we will demonstrate in our interactions with Visitors, Presenters, Government and each other: Leadership, Creativity, Inspiration, Inclusivity, Integrity. The Commercial Department is one of the major drivers of revenues for the Arts Centre. It comprises of Car Park, Retail Operations, Sunday Market, Guided Tours, and Group Sales. This business unit is also driving change strategies designed to deliver new revenue opportunities while delivering great customer experiences. Primary Purpose Reports to The Car Park Attendant is responsible for delivering outstanding service to visitors of the Arts Centre Melbourne and ensuring the smooth operation of the car park. The roles of the Car Park Attendant include directing traffic and general customer service. When working as a Foyer Bar Attendant you are expected to actively contribute to the efficient operation and revenue generation of Foyer Bars by providing a high standard of customer service, cleanliness, food & beverage service and preparation and effective cash handling. Car Park Supervisors/Car Park Manager Direct Reports Position Type Nil Casual Salary Classification 1.2 Financial Delegation Nil

2 Key Criteria Key Relationships Accountabilities Actively contribute to the success of the Commercial Department and Arts Centre Melbourne Ensure effective and efficient parking operations Deliver outstanding and proactive customer service to visitors Contribute to the efficient operation of the Foyer Bars Ensure food and beverage service, presentation and delivery is in line with Foyer bar standards OH&S Compliance Internal Car park Supervisor, Car Park Manager, Commercial Director, Visitor Services Supervisor and Front of House (Usher) staff, Food and Beverage staff. External Customers Qualifications Experience N/A Essential Demonstrated experience in the proactive delivery of excellent customer service. Effective communication skills; the ability to provide verbal information clearly, consistently and persuasively. Ability to deal with difficult situations and visitors in an appropriate manner. A logical approach to problem solving. Keen attention to detail. Quick to identify potential problems and provide appropriate solutions. Good teamwork skills, including the ability to collaborate, listen, guide and assist other team members in delivering a high quality service Other (i.e. legal or physical) Desirable Experience in retail an advantage Experience as a bar-person in a team environment Experience in cash handling Current RSA Certificate A unrestricted Australian Drivers Licence Ability to see in low light, walking and using stairs, standing for extended periods, manual handling/lifting The following does not describe all the detailed activities for the role. This is to encourage flexible work practices and to accommodate changes in the balance of activities in line with the needs of the organisation. Next Review: insert date Page 2 of 5

3 Accountabilities, s and Actively contribute to the success of the Commercial Department and Arts Centre Melbourne Positive and engaged employee Advocate for improvements that enhance customer visits Actively suggest improvements to further support success of business unit goals and operations Play an active role in team meetings and organisational forums/initiatives Actively seek feedback on performance in position and identify development needs. Ensure effective and efficient parking operations Customer visits are memorable and extraordinary Direct traffic including ensuring signage is displayed as appropriate to minimize customer delays in finding a car park. Ensure disabled parkers receive a valued service and assistance. Report any service or operational difficulties to the shift Supervisor. Maintain a visible presence across all areas of the car park to provide customer service as required. Maintain and update car park related information to ensure customers have required information for parking at the Arts Centre Melbourne. Conduct basic maintenance of car park equipment (such as replenish ticket stocks, retrieve used tickets and repair ticket jams) as directed by the supervisor. Next Review: insert date Page 3 of 5

4 Deliver outstanding and proactive customer service to visitors Customer visits are memorable and extraordinary Provide customer service at desk and via intercoms, process and issue tickets, resolve all authorised customer service issues. Monitor car park devices (pay machines, entries and exits) via Control Screen to ensure effective operation. Advise supervisor immediately of any equipment malfunctions or customer issues that cannot be resolved at the desk. Monitor car park CCTV s to provide proactive customer service. Perform duties across all service areas as required. Contribute to the efficient operation of the Foyer Bars Revenue targets are met and repeat visitation by each customer is assured Arts Centre Melbourne s excellent visitor service and presentation standards are maintained Report any service or customer feedback to the Supervisor Foyer bars presentation and cleanliness is of a high standard Improvement to mystery shopper and/or audit results Wastage is minimised and maintained Reduce, report any discrepancies, theft or incidents involving customers or staff Ensure immediate, effective and efficient service to customers of the Foyer Bars Maintain cleaning schedules and standards in accordance with the foyer bar standards Provide feedback to the Supervisor and Manager on customer requirements or opportunities to increase the attraction of the Foyer bars Conduct basic maintenance of Foyer bar equipment Effectively communicate the latest Foyer bars offers to customers Next Review: insert date Page 4 of 5

5 Ensure food and beverage service, presentation and delivery is in line with Foyer Bars standards Food and beverages are prepared to Foyer bar standards No breach of food safety policies and procedures Food safety logs are up to date Food is stored appropriately RSA is monitored in accordance with training received Foyer Bar Service is professional and expedient Food safety policies and procedures are maintained Items are prepared in the prescribed manner Items are presented in an appealing manner to customers Food and beverage handling is in accordance to food safety policies and procedures Product is displayed so that it is appealing, fresh and clearly ticketed OH & S Compliance Promote a safe, healthy and secure work environment. Contribute to the improvement of safety performance at Arts Centre Melbourne. Comply with all legislative requirements in the State of Victoria and the Commonwealth applicable to the work you perform. Comply with all policies, procedures and guidelines introduced by Arts Centre Melbourne in the interest of health and safety. Next Review: insert date Page 5 of 5

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