TITLE:Front of House Arts Administration and Events Assistant

JOB DESCRIPTION

RESPONSIBLE TO:The Operations Manager and KWMC Trustees

GRADE: 5

HOURS:Monday 9am – 6pm 8.5 hours per week minimum

Purpose of Job

The Front of HouseArts Administration and Events Assistants ensure the smooth running of a professional and effective reception, switchboard and hospitality service to staff, tenants, clients and visitors to KWMC. The role includes providingadministration support to the KWMC team and high standardsof conduct, expertise and appearance.The Front of House staff provide a welcoming service to all users of KWMC’s activities and facilities (general public, young people, artists, contractors, consultants, staff, funders etc) and are the first point of contact whilst the building is open to the public. As the public voice and face of KWMC, the Front of Housestaff are responsible for ensuring the smooth running of many day to day transactions and events and in providing a courteous point of contact for all visitors and staff.

Key Accountabilities

Providing a welcoming and efficient front of house service to all visitors and staff.
Acting as the first point of contact for all enquiries, visitors and staff
Administrative support for organisation.

Duties and Responsibilities

Services to Visitors

Greet all visitors/clients in a polite and professional manner, monitor waiting times and arrange refreshments if required.
To monitor the public entering the building and to notify the Operations Manager or Caretaker immediately of any suspicions regarding intentions to theft/malicious damage or an incident or situation which may lead to a breakdown of safety or security.
To notify the Operations Manager or Caretaker immediately of any visitor complaint regarding services or facilities.

Events Hospitality

Liaising with the Project Manager and other Front of House staff to ensure the smooth running of functions and that catering requirements are met. Catering is provided by external companies and delivered fully plated up. KWMC provide tea, coffee, biscuits etc. It is the responsibility of Front of House staff to make and deliver tea/coffee as scheduled.
Managing the room booking system and assisting with the booking and invoicing of meeting rooms on a daily basis.
Dealing with requests for refreshments and clearing up afterwards.
Assisting with setting up rooms for lunch and evening functions
Ordering supplies for the Event Kitchen and stock-taking
Providing excellent care to visitors of KWMC and external clients in a cheerful, positive manner.

First Point of Contact

To ensure all inquiries are dealt with in a polite and professional manner and that information on current and future events is available in the foyer.
To answer incoming telephone calls to KWMC, in a polite and professional manner, transferring enquiries to other staff extensions/voicemail as appropriate,or sending the message via email.
To answer all public enquiries at the reception desk including providing basic general information on other local venues/organisations and directional help and guidance as required
To be fully conversant with all aspects of KWMC’s current programme by attending meetings and briefings as required, ensuring excellent, informed customer service for all users at all times
To receive and sign for small deliveries, ensuring their distribution to staff or tenants as required and as quickly as possible. Taking care of items lodged for dispatch until collected by courier
To ensure the reception area and foyer is kept cleanand tidy, and information (leaflets etc.) are up to date.
To be responsible for the daily attendance sheets (including electronic version) to ensure that visitors and contractors etc have recorded their entry and exit from the building.
To collate the attendance sheets in the event of evacuating the building and act as an Assembly Point Contact.

Administration

To be competent in the use of Microsoft Office software packages, including Word and Excel. Utilising these skills to assist effective communication and administration within the team and throughout the organisation. Front of House staff provide administration support for many activities and individuals to include: database entry, minute taking, typing up notes, filing and keeping up to date records on Associate and Volunteer workers.
Assisting the Operations Manager in the accurate collation of all statistical information generated from Front of House (people counter, room bookings etc).
To maintain systems in accordance with the Front of House procedures manual and current Data Protection legislation.

General

To be fully conversant with all KWMC policies including Equal Opportunities and Health and Safety and ensure by following established working practices and guidance that all policies are adhered to at all times.
To attend and contribute to training or staff meetings as required.
To carry out any further duties as reasonably requested by the Operations, EventsManager or Director.

Scope for Impact

Enhancing KWMC’s reputation for high quality customer service.
Contributing to building and visitor security by maintaining health and safety practice and policy.
Working with KWMC staff to build relationships with all visitors including the public, artists, funders, sponsors, contractors, consultants and promoters etc
Contributing to the effective and efficient running of the KWMC’s activities

This job description is not an exhaustive document but is a reflection of the current position. Details and emphasis may change in line with service needs after consultation with the post holder.

Person Specification

Essential

Experience working in a busy customer orientated environment, facilitating excellent customer service.
Clear and effective written, verbal and IT communication skills
A working knowledge of Microsoft Office software including Word and Excel.
A proven ability to handle demanding and difficult situations with the public, in a calm and confident manner.
Attention to detail and the ability to multi task in a pressured environment without compromising on quality
Able to adapt to a lively and constantly changing programme, with a flexible attitude and willingness to learn.
Excellent communicator
Ability to work as part of a team
Punctual and reliable.
Experience in Hospitality

Desirable

A working knowledge of FileMaker or similar database system
An interest in media arts
Experience of living or working in Knowle West