JOB DESCRIPTION

DEPUTY VISITOR SERVICES MANAGER (Part time)

Reports to: Visitor Services Manager

Salary: £9500 - £10500 per annum depending on experience

Hours: 20 hours per week annualised, flexible to a show specific calendar

SUMMARY OF ROLE

This is an exciting opportunity for a proven person tohelp lead an operational team, whose primary objective is to improve and enhance the experience of all customers to the Pavilions’ Arena.

Alongside the Visitor Services Manager, the Plymouth Pavilions’ Deputy Visitor Services Manager will lead customer facing personnel, with a view to exceeding customer expectation, through theoffering of excellent service and product diversity.In addition, they will have responsibility for ensuring profitability and operational business continuity.

PRINCIPAL RESPONSIBILITIES

  1. To ensure visitors experience the highest level of care and satisfaction.
  2. To ensure operation within departmental specific procedures, including cash handling.
  3. To ensure the effective running of all allocated Visitor Service outlets such as the Arena Bar and various outstations such as Live Café, Preferential Lounge, Priority Lounge, Vending Machines, merchandise, cloakrooms and reception areas.
  4. To assist in the preparation events prior to the event occurring.
  5. To liaise with the Visitor Services Manager to ensure the smooth running of events by resolving customer complaints and issues.
  6. To promote progression and training to the team in order to further individuals and the success of Pavilions.
  7. To ensure the health and safety of all visitors.
  8. To ensure Emergency Procedures are adhered to.

PRINCIPAL TASKS

1.To, where required and appropriate, assist the Visitor Services Manager in their commitment to supporting their colleagues in the management team.

2.To, where required and appropriate,assist the Visitor Services Manager in their effective contribution to the company’s business planning and budgetary review processes.

3.To promote a climate of integrity and respect within the organisation with a positive commitment to Equal Opportunities and all other Company policies.

4.To contribute towards Duty Manager cover for all internal and external performances and events with varying levels of staffing.

5.To order and administer stock as required, ensuring a well stocked Bar, Café Vending and Ice Cream offer for all performances and events.

6.To implement and operate within stock control procedures, including the recording of wastage and liaison with an independent stock taker.

  1. To assist in the recruitment, training and promotion of all departmental staff, ensuring their welfare, job satisfaction, competence and motivation.
  1. To develop and maintain good communication between all internal departments, promoting a high level support and understanding of the Visitor Services Team’s capabilities.
  1. To updatedepartmental Normal Operating Procedures, including Emergency Procedures, with a view to ensuring a consistent and appropriate level of service at all times.
  1. To communicate effectively with peers, staff and external contacts to achieve results to the best advantage of the company.
  1. To ensure the delivery of outstanding customer service through the leadership of a team that exceeds customer expectations at all times.
  1. To help identify and analyse visitor service trends and subsequently drive change where appropriate.
  1. To provide the appropriate level of information, access and welfare for all visitors to the Plymouth Pavilions Arena.
  1. To ensure full compliance with the Equality Act.
  1. To ensure a commitment to customer safety and security, through the effective management of all operational teams and their departmental procedures.
  1. To ensure all emergency procedures are implemented in order to ensure the safe evacuation of both staff and visitors.
  1. To ensure that all employees within the Visitor Services Team remain up to date with relevant legislation, and operate fully within legal guidelines, thus meeting statutory requirements.
  1. To contribute towards the setting of challenging, yet realistic, departmental financial targets.

19.To ensure that the department remains up to date with best practice and current legislation, including but not limited to COSHH Regulations, Food Hygiene and licensing laws; implementing and overseeing departmental policies and procedures where appropriate to ensure full compliance.

20.To implement and operate within departmental cash handling procedures, taking responsibility for the issuing, reconciling, storage and banking of monies.

  1. To assist inleadinga team that exceeds financial performance targets, through the provision of a diverse and profitable product offer.
  1. To regularly monitor both income and expenditure, andpropose remedial action where appropriate.

23.To ensure the timely and accurate recording of income on a show-by-show basis, so as to ensure realistic budgeting moving forwards.

24.To, in the absence of the Visitor Services Manager, act as a departmental representative at internal meetings where necessary, including the weekly Operations Meeting

  1. To undertake such duties or tasks commensurate with the post from time to time, as required.

MH04/08/17Issue 2