* Plan and deliver consistently outstanding service for all audiences and visitors to the Octagon. This includes the high standards of welcome, inclusion, safety and wellbeing. * Significant leadership or supervisory experience in a front-of-house role. * Lead and train customer experience staff and volunteers as a coherent, high performing team. For full details please see our website: www.octagonbolton.co.uk/jobsJob Summary
Job Description
* Lead the front-of-house team including recruitment, training and management of paid and volunteer staff as part of a high-performing team.
* Champion access and inclusion for audiences, ensuring access needs are anticipated and provided for.
* Collaboratively deliver the customer journey for all building users. Working with others to provide a seamless experience for events, hires and visitors; while optimising commercial opportunities and income generation across the venue.Job Requirements
* Experience of managing and motivating teams, ideally including volunteers.
* A track record of high standards of customer service, access and inclusion.
* A welcoming, approachable manner, able to set the climate for a friendly service and environment.
* Able to exercise sound judgement, effectively solve problems and resolve complaints.
* Excellent communication and interpersonal skills with the confidence to direct, support and challenge where appropriate.
* Able to manage multiple priorities in a fast-paced environment.
* Competent IT skills including in Office, Outlook and use of CRM (Spektrix).
* Strong organisational and administrative skills including rota planning.
* Able to manage budges and targets.
* Able to manage a safe and compliant environment.
* Understanding of safety, security and emergency procedures within a public venue.
* Awareness of access and inclusion best practice for audiences.Job Responsibilities
* Collaboratively design and deliver the audience journey with other managers, ensuring an on-brand and inclusive experience.
* Proactively seek and respond to customer feedback.
* Drive standards and improvements in access and inclusion for all audiences. Ensure access needs are met and stay aware of best practice.
* Ensure all staff are briefed and trained on audience needs for each event.
* Contribute to meeting commercial targes across front-of-house activity. Lead on merchandise income. Support the food and drink and room hire income streams.
* Be responsible for the safety of audiences, contribute to H&S processes and risk assessments.
* Collaboratively develop and implement emergency plans and procedures and ensure staff are fully trained.
* Monitor maintenance needs, building systems and contractors working on-site.
* Act as a key-holder for the building.Useful Links
How to Apply
Please apply with CV and Cover Letter.