POSITION VACANT. An opportunity to contribute to the cultural life of Tasmania BOX OFFICE SUPERVISOR
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- Tabitha Parks
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1 POSITION VACANT An opportunity to contribute to the cultural life of Tasmania BOX OFFICE SUPERVISOR Located in Launceston, Theatre North at the Princess is seeking an enthusiastic and experienced person to supervise its Box Office operations. The successful applicant will have: Experience in professional, computerised ticketing or equivalent transferable skills and experience Demonstrated supervisory skills including staff rostering Demonstrated proficiency in cash handling and financial reporting processes Well developed communication skills Superior customer service and team leadership Proficiency in Microsoft Office systems, Windows OS and related hardware Keen attention to detail The position is full-time. While experience in the arts is not necessary, this position offers an excellent opportunity to work as part of a small team dedicated to enhancing the cultural life of Northern Tasmania. A full application pack can be downloaded from the website requested by from the General Manager generalmanager@theatrenorth.com.au or by phoning Applications, addressing the selection criteria, close at 5pm on Friday 5 August applications to the General Manager, Theatre North Inc, at the above address. Only electronic applications please.
2 INFORMATION FOR APPLICANTS 1. SUBMISSION OF APPLICATIONS Submission is by only to the General Manager, Greg Leong Your application must include the following documents: 1. A covering letter 2. A statement addressing the full selection criteria as detailed in the position description 3. A copy of your current resume or curriculum vitae 4. The names and current contact details of three referees and details of their relationship to you 2. DEADLINE FOR APPLICATIONS Applications must be received by 5pm on Friday 5 August Late applications will not be accepted, unless there are exceptional circumstances eg failure of the theatre's internet facilities. 3. ACKNOWLEDGEMENT OF APPLICATIONS All applications will be acknowledged by within 2 business days. 4. SELECTION PROCESS TIMELINE 8-15 August Shortlisting of candidates for the purpose of interview will take place August Shortlisted candidates will be contacted by telephone and offered an interview. Applicants not selected for an interview will be notified by at a later date August Interviews will be conducted and the successful candidate will be contacted by telephone August Unsuccessful candidates will be contacted by . 5 September Commencement date. 5. CONTACT DETAILS Mr Greg Leong General Manager Theatre North Inc Ph generalmanager@theatrenorth.com.au
3 Theatre North at the Princess Theatre & Earl Arts Centre POSITION DESCRIPTION Title: Box Office Supervisor Department: Box office Location: Princess Theatre, Earl Arts Centre Issued: July 2016 Classification: Based on Level 6 Live Performance Award Salary: $43,400 Superannuation 9.5% Employment conditions: This is a full time contract position 1. PURPOSE OF THE POSITION Theatre North Inc., operating as Theatre North at the Princess, is a not for profit arts organisation managing the Princess Theatre and Earl Arts Centre. The Princess is considered a premier regional theatre venue in Australia. Apart from managing the building for Launceston City Council and running theatre services for outside hirers, it also entrepreneurs its own Subscription Season of performing arts events. The Box Office is often the first contact between any performing arts venue and the public. The Box Office Supervisor assists management in ensuring their staff team provides a safe and enjoyable theatre experience for all visitors. The Box Office Supervisor position is crucial in the delivery of professional, courteous, friendly and efficient customer service at Theatre North. This is a varied role, and will require sound working knowledge of Theatre North s infrastructure, activities, projects and procedures with the expectation of providing efficient and effective Box Office support and service. The person will supervise Box Office operations to deliver services of the highest possible standard according to established principles and procedures. The person must uphold all Theatre North policies and operational protocol for clients, hirers and patrons. The incumbent will assist the management team to deliver best practice in all aspects of venue management.
4 2. REPORTING RELATIONSHIPS The position reports to the Deputy General Manager in relation to all operational and staffing issues including rostering and Box Office matters that impact Front of House. The incumbent reports to the General Manager on all contractual matters and reports directly to the Administration Officer on all financial operations. The incumbent supervises all box office staff. 3. KEY ACCOUNTABILITIES To assist the Deputy General Manager in ensuring the smooth and effective operation of the Princess Theatre box office, including staff supervision and ongoing training, customer service, relevant and appropriate sales reporting; and to contribute to the development of additional business for the box office. To play a key role in overseeing that best practice is achieved in cash handling practices, working within set procedures. To ensure the box office provides a high level of customer service to all Theatre North patrons and colleagues. To maintain open communication with hirers, staff, and contractors in regard to Box Office matters. To support good relations with all stakeholders. To assist Management in maintaining Box Office operations that are conducted within the boundaries of WHS and effective risk management strategies. To assist in maintaining security within the building to protect Launceston City Council s investment and uphold a duty of care to staff and patrons. 3a. Other Areas of Responsibility include: New Model WHS Legislation, 1 January 2013 all employees both as an individual and a member of Theatre North staff have a responsibility to be familiar with the new WHS legislation. Staff have a duty under the Act to take reasonable care for themselves and others and to comply with any direction given in relation to health and safety. It is particularly important in dealing with hirers and the general public that they comply with health and safety rules. (For further information please refer to the Workplace Responsibilities policy displayed in your work area.) 4. POSITION COMPLEXITIES The role of Box Office Supervisor is to provide service and information to customers in a manner which will promote the professional image of Theatre North and contribute towards an enjoyable experience for patrons attending performances and other events. The person will be expected to adopt a flexible approach to work requirements and to undertake new or alternative duties as required. This may include new technology usage, new work procedures and customer service delivery systems. Changes will involve the employee and will be supported with training.
5 Flexibility will be required in the management of spontaneous customer, staff and hirer requests. As it is a customer-interfacing role, the incumbent may be required to respond to situations which present a threat to the staff, hirers, the general public or the building. The Box Office Supervisor has set hours of work. When the incumbent is required to be flexible and work outside these hours time off in lieu can be negotiated. The person will also need to respond promptly to unexpected staff roster changes. 5. KEY DUTIES CUSTOMER SERVICE Liaising with theatre hirers and ticketing clients regarding their ticketing and reporting needs and ensuring that these are met Promoting the comfort and safety of all patrons and ensuring that their visit to the theatre is highly satisfying. Timely resolution of conflict with any customers TICKETING Setting up shows for ticketing clients on the box office system Setting up Theatre North s annual subscription season Processing phone, counter, and internet ticket sales Processing schools, group and subscription bookings Ensuring customer data is collected at point of sale Liaising with Tickets.com to optimise operational knowledge of the computerised booking system including implementation of upgrades and troubleshooting Liaising with TicketMaster personnel in relation to the operation of the TicketMaster outlet at the Princess Theatre CASH HANDLING AND ADMINISTRATION Ensuring that all monies are reconciled accurately at the end of the selling period Ensuring that banking is prepared and undertaken daily Ensuring that accurate final event reports are generated and passed on to appropriate persons within the required timelines Generation of invoices Regular and timely processing of remittances Collation of statistics/data for monthly reporting Ensuring all reporting templates are completed and kept up to date Ensuring that all end of day, weekly, monthly and annual sales reports are generated accurately and passed on to appropriate persons Ensuring that all marketing materials on display at the theatre and online are current and up to date TEAM LEADERSHIP Rostering and supervision of box office staff as required including induction of new staff and ongoing training Communicating customer service and operational policies and procedures to staff as required and ensuring compliance Ensuring that the Box Office staff take an active role in the promotion of Theatre North s subscription season and other activities
6 Ensuring the Box Office staff take an active role in the promotion of all other events sold through the box office Any other tasks delegated by the Management team as required 6. CORE ATTITUDES Theatre North Inc. has a Code of Conduct for all staff, available in the Staff Induction Manual. The Box Office Supervisor is expected to contribute to and comply with all Theatre North employment and operational policies. Apart from observing the Code of Conduct the following core attitudes are expected from all Theatre North staff. Continuous Improvement and Success. Set and expect high standards for yourself and others. Be willing to learn new things and to increase your knowledge of Theatre North activities and processes. Initiative and Enthusiasm. Take self-directed action to do the job well. Adopt a positive attitude towards one s work or job. Be aware that your level of enthusiasm can impact on others including your team and influence the culture of the workplace. Customer Service Orientation. Ensure Box Office staff maintain a customer focus and invest time and effort in understanding customer s needs. Ensure a customer first approach. Communication. Value and encourage communication between individuals, teams and work groups. Share information and empower others through providing required information. Honesty, Trust & Respect. Acknowledge, value and be confident in your own and others abilities. Know your limits and seek assistance when needed. In order to make change happen, it is important that you express your ideas honestly and allow others an opportunity to express theirs in a trustworthy environment. Ethics. Be aware of and maintain high personal and Theatre North business standards. 7. KEY SELECTION CRITERIA ESSENTIAL Superior customer service and team leadership skills Experience in rostering and supervising staff Competency with Windows OS and related hardware Proficiency in Microsoft Office systems, particularly Excel Capacity to quickly master new software programs Demonstrated proficiency in cash handling and reconciliation Excellent administrative and numerical skills Well developed communication skills Ability to undertake a number of concurrent projects Ability manage own workload and meet deadlines Proven ability to work as part of a small team
7 DESIRABLE Proficiency with Pro Venue or other ticketing systems and experience in a ticketing environment Workplace First Aid Level 2, or equivalent Fire Warden training Current drivers license Knowledge of, or experience in the performing arts industry Ability to liaise, consult and negotiate at all levels For further information contact Theatre North Inc GeneralManager Ph or generalmanager@theatrenorth.com.au
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