Bookings & Membership Assistant Job Description
Responsible to: Operations Manager/Marketing and Events Director
Key relationships: Operations Manager, Visitor Services Supervisors, Deputy Chief Executive, Marketing and Events Director and Head of Learning
Main Purpose of Position
Working within the Operations and Marketing team, the Bookings& Membership Assistant is responsible for Discover’s bookings system and communicating all requirements. They are the first response in answering the phones,dealing with enquiries and taking messages for the team.
Specific Responsibilities
Booking administration
- To oversee all Discover bookings using computerised bookings software.
- Take and process phone bookings from individuals and organisations including schools, nurseries, community groups and businesses for admissions, events, birthday parties, and for the hire of Discover and its resources.
- Take pre-payment for bookings over the phone or in person and communicate all invoice information to Finance Department.
- Ensure the smooth running of online ticketing and annual pass queries.
- Ensure all bookings are confirmed and liaise with the relevant department to enable them to prepare resources.
- Manage the Annual Pass membership system including administering passes, direct debits and renewals.
- Troubleshoot cancelled or postponed bookings and liaise with Operations to enable them to make staff changes accordingly.
- Ensure that all correspondence required for each booking are up-to-date and available, and send them out to the relevant party immediately after each booking is taken.
- Provide statistical reports with analysis on visitors, bookings, and events.
General
- Answer phone and email queries in a positive, courteous and helpful manner.
- Attend weekly meetings to address any issues including policy, customer care, and marketing.
- Contribute to the development of our bookings box office system including any new advances in technology such as web sales and ticketing and visitor experience management.
- Process Gift aid on bookings and submit monthly reports to the Finance department.
- Take on any other duties as mutually agreed.
- To upsell Discover’s offer to schools and families
Personal Specification
The successful candidate will have:
Essential
- Bookings, ticketing, front of house experience in amuseum/gallery, arts venue, visitor attraction.
- Experience of working with a box office system.
- Relevant experience of dealing with the public.
- Excellent oral, written, numeracy and communication skills.
- Ability to communicate and liaise verbally and in writing betweencustomers/suppliers/visitors/enquirers and relevant staff, and interpret and respond clearly andeffectively to spoken requests over the phone or in person, and to verbal or written instructions.
- Computer literate and ability to learn new computer systems.
- Ability and willingness to manage a demanding workload; work under pressure, meet deadlinesand to be self-servicing.
- Ability to perform duties in an efficient, professional, calm and courteous manner.
Desirable
- Flexible team player
- Experience of performance statistical analysis of visitor figures
- Experience of working with schools
Type of Contract
This post is offered on a full time contract which is subject to a two months probationary period.
Working Hours
General working hours are 37.5per week – Monday to Friday.The core hours are 9.15am – 5.45pm to cover booking periods, however there is a requirement for the post holder to work someweekend days or evenings. This would be booked according to peak periods. There is a one hour unpaid lunch break.
The post holder will be required to submit to an enhanced DBS disclosure in line with Discover Policy.
Salary
£18,000
Holidays
Annually 25 days
This job description reflects the requirements of Discover as at March 2017. The role and duties of thepost are subject to change in line with the future development of Discover. The Board reserves therights to make such changes as are necessary and any changes required will be discussed with thepost holder as appropriate.
March 17