VACANCY: Visitor Services and Sales Assistant
 

VACANCY: Visitor Services and Sales Assistant

Job Title: Visitor Services and Sales Assistant – Full Time
Responsible to: Sales and Ticketing Manager or Duty Manager

The Abbey Theatre is Ireland’s national theatre and occupies a unique position in the hearts and minds of Irish people. It has two theatres: the Abbey, with a capacity of 492 seats, and the Peacock, with a capacity of 132 seats. The Abbey is committed to producing a year round programme of work both on and off stage, with the priority to create work of excellence, which not only showcases Irish and international drama but also engages with the artistic and civic life of contemporary Ireland.

PURPOSE OF JOB:

This is a multi-skilled position that incorporates Box Office and Front of House duties and will be on a rotational roster to cover operational requirements.

This person will deliver an exceptional visitor experience that is reflective of the brand and values of the Abbey Theatre. This person will work as part of an effective sales team that nurtures new and existing customer relationships. This person may also be required to conduct guided backstage tours and must be knowledgeable and passionate about the history of the National Theatre and the productions on stage.

They will work closely with the Visitor Services Coordinators to deliver on personal and departmental goals and objectives in the context of the Abbey’s overall mission and vision.

RESPONSIBILITIES:

Duties include but are not limited to:

Box Office

· Providing a comprehensive, customer focused ticketing and information service that is professional, informed and welcoming in a manner representative of the brand and values of the Abbey Theatre.

· Working with the Customer Relationship Management system (Tessitura) to ensure the timely and accurate processing of individual or group sales through all sales channels and payment methods.

· Maintaining and nurturing customer and company relationships to encourage new customers and repeat business.

· Keeping up to date on all marketing activities and promoting all upcoming events, offers and sales promotions by seeking out relevant information and attending performances as required.

· Assisting the Communications Team in tracking and understanding sales patterns and customer behaviour to inform and support campaigns and initiatives.

· Maintaining the accuracy, integrity and confidentiality of data and information.

· Assisting with administration including correspondence with customers.

Front of House

· Serving customers at the bars in a polite and efficient manner and ensuring all products are to the agreed quality standards.

· Ensuring the security of the theatre area and to be fully competent on the Abbey Theatre’s fire and evacuation procedure.

· Anticipating and acting upon customer needs and requirements in a fast, effective and courteous way at all times.

· Managing access (N-Scan) and crowd control in a calm, proactive and engaging manner.

Reception

· Providing cover for the reception area when required and managing the internal and external phone system.

· Coordinating all incoming, outgoing deliveries and ensuring that financial controls and records are maintained.

· Facilitating room bookings and administrative duties.

General

· Meeting sales targets and identifying opportunities to maximise sales.

· Maintaining cleanliness and presentation standards for all public areas and ensuring all work stations are fully prepared and stocked.

· Where possible, resolving customer service issues (CSIs) in a timely proactive and professional manner in line with company policies and procedures.

· Handling, reconciling and balancing all financial transactions.

· Adhering to all company policies and procedures.

· Participating in the Performance Management system and attending training and development programmes.

· Working as a positive contributing member of a cohesive sales and customer service team and supporting all other departments to achieve company goals.

· If required conduct backstage guided tours and be knowledgeable and passionate about the history of the National Theatre and the productions on stage.

· Assisting with any other duties or special projects as assigned by Sales and Customer Service Management team.

· Any other duties that are deemed reasonable and appropriate.

SKILLS AND EXPERIENCE:

· At least one years’ experience in ticketing, sales or bars and hospitality with exceptional standards of customer care.

· A consistently enthusiastic, professional and welcoming customer focused approach to sales.

· Excellent administration, written communication and interpersonal skills.

· The ability to react positively to and embrace change.

· A high level of computer literacy and technical knowledge.

· Strong attention to detail and diligent work ethic.

· An interest in theatre and the arts.

· Ability to work effectively as part of a team and individually, to make decisions, use initiative and prioritise tasks in a pressurised environment.

· Experience in managing interactions with a diverse range of customers with differing needs, including people with disabilities, from non-English speaking backgrounds, children, tourists, VIPs, regular and first time patrons.

· Tour guide or public speaking skills are desirable.

TERMS AND CONDITIONS:

Post: 6 month Fixed Term contract – Full time 36-40 hours net per week. Flexibility and availability to work evenings and weekends is required.

Hourly rate of pay: Salary commensurate with skills and experience.

Probationary period: 6 months.

Holidays: 24 days per annum (including Good Friday and Christmas Eve) pro rata.

Public Holidays: 9 Public holidays per annum pro rata.

Pension: The Abbey Theatre provides employees with access to a Pension Scheme and will match contributions up to 5.5% of salary. Employees must contribute a minimum of 3% to avail of employer contributions. Contributions are made through payroll.

Life Assurance: The Abbey Theatre Group Life Assurance plan provides a benefit to all employees of 4 times annual salary in the event of death while in service.

Health Insurance: Employers are provided with the option to join the Abbey Theatre – VHI Group Scheme. Participant employees receive a 10% discount on any VHI plan and the subscription is deducted through payroll.

Wellbeing Programme: The Abbey Theatre has a Wellbeing programme which runs all year round.

APPLICATION PROCESS:

Please send an up to date CV and an Abbey Theatre Application form to:

Barbara Pender

HR Administrator

Abbey Theatre

26 Lower Abbey Street

Dublin 1

Or alternatively email: recruitment@abbeytheatre.ie

The Closing date for applications is Friday 12pm on 21 July 2017

The Abbey Theatre is an equal opportunities employer.

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