Food, Beverage & Events Manager,



JOB DESCRIPTIONBox Office (Customer Service) AssistantAberdeen Performing Arts (His Majesty’s Theatre, the Music Hall and The Lemon Tree).ABOUT USAberdeen Performing Arts (APA) is a creative hub and focal point for the performing arts, community engagement and talent development in the North-east. Our three iconic city centre venues are all on a national and international touring circuit for the performing arts and a vital part of Aberdeen and Scotland’s cultural infrastructure. We present, produce and commission diverse and distinctive arts and cultural programmes of regional and national reach and impact. We support talent and help develop professional practice. We run a wide range of creative activities, projects and workshops for all ages and stages in our own venues as well as in schools and community settings. We provide a box office service for 30+ venues in the North-east. We run two café bars and two restaurants in-house across our venues.A Year in the Life1,000,000+ visitors through our doors400,000 ticket sales750+ performances3 festivals: True North, Granite Noir and Light the Blue15,000+ creative learning engagements450+ visiting companies and artists200+ employees?12m+ turnoverOur MissionCreating a SparkOur VisionA vibrant, cultural hub at the heart of city life - inspiring, exploring and engaging through live performance and creative projects.Our ValuesCuriosity, Optimism, Loyalty, Team Work and Resilience Our GoalsProgramme: Create a distinctive and diverse artistic programme Talent: Be an incubator for artists and talent development in the North-eastCreative Learning: Offer inspirational creative engagement and participation opportunities City Vision: Provide cultural leadership to shape the city vision and a creative ScotlandLooking to the FutureWe are an ambitious company and we have big plans for the future. We have just completed the transformation of Aberdeen’s much-loved Music Hall, which underwent a ?9m make-over and opened at the end of 2018, we have plans to expand True North, our music festival and Granite Noir our book festival. Our producing arm, Freshly Squeezed Productions, supports new talent, new writing and new ways of working collaboratively across the arts. We continue to diversify our cultural programme across all three venues, we are expanding into conferencing and events and growing our food and beverage business to generate new income streams.His Majesty’s TheatreHis Majesty’s Theatre is a category A listed proscenium arch theatre designed by celebrated architect Frank Matcham and opened in December 1906. It is a fully equipped producing and receiving theatre with a capacity of 1400 which since its opening has welcomed international touring companies, nationally renowned artists and Scottish and homegrown talent. The Music HallThe Music Hall has just re-opened having undergone a major redevelopment. It is one of Scotland’s oldest and most historic concert halls. It stands on Union Street in the centre of Aberdeen and has been at the heart of cultural life in the city for nearly 200 years. The main auditorium has an excellent acoustic and a capacity of 1300 seated. It also has two smaller spaces, Big Sky Studio and Tutti Creative Learning Studio. The Lemon TreeThe Lemon Tree was formed in 1992 as the base venue for Aberdeen’s Alternative Festival.? The two performance spaces – the 550 capacity Lounge, and 166 seat Studio – bring cutting edge music, theatre, comedy and dance to the city, and provide unforgettable, intimate opportunities to see an exciting array of small-scale performing arts in the North-east.THE POSTOrganisational RelationshipsThe Box Office Assistant reports to the Box Office Team Leaders. The Box Office team is managed by the Sales and Ticketing Manager and overseen by the Marketing and Communications Director. BaseYou will be expected to work across all Aberdeen Performing Arts venues and sites as required and show a regular presence in all three venues. JOB PURPOSEThe Box Office Assistant is a member of the Box Office Team, responsible for providing an efficient and effective sales and information service to the public, creating a first-class welcome to all Aberdeen Performing Arts visitors and telephone callers. The Box Office Assistant will contribute to the provision of customer services excellence across all aspects of the company. DUTIES AND RESPONSIBILITIESProvide a first-class customer service over the phone, in person and online, maintaining the highest standard of customer care at all timesSell and issue tickets through the Ticketing and CRM system Spektrix for telephone, counter, mail, e-mail and fax requestsReceive payment for tickets by cash, cheque, credit card, debit card, invoice and voucher and balance daily against sales figuresCollate and balance all monies received, and complete all banking procedures. Collate and record all figures for statistical purposesMaximise sales using opportunities to cross-sell and up-sell APA’s products and servicesAssist with collection, updating and analysis of customer dataCarry out reception duties at APA’s venues and on the phone, providing the APA Welcome, assisting with any queries directly, or promptly passing on to the most appropriate colleaguePlay an active role in customer service excellence at all times, dealing with the public, venues staff, promoters, colleagues and line management in an appropriate and professional mannerBe able, after training, to deputise for the Team LeaderBe able to recognise and advance any opportunity to generate new businessBe aware of new developments, trends, practices and any subject which might contribute to the effectiveness and efficiency of the service providedCarry out duties at, His Majesty’s Theatre, the Music Hall, The Lemon Tree or at any other venue as requiredPromote and maintain excellent working relationships with all APA departmentsUndertake duties in relation to fire safety, fire evacuation and first aidContribute to an enthusiastic, positive work climate within the company, modelling behaviour as a champion of the company’s mission, vision and values and contributing to organisational ply with equality and diversity policy and practice, health and safety practices and principles and standards relating to quality management and customer careUndertake other appropriate duties as required commensurate with the level and role of the job.PERSON SPECIFICATIONAberdeen Performing ArtsJob Title: Box Office AssistantCRITERIAESSENTIALDESIRABLE1. ExperiencePrevious experience dealing with the general publicExperience of most Microsoft Office softwareExperience dealing with all methods of payment Experience of a sales environment dealing with the publicExperience of ticketingExperience of CRM / ticketing Systems2. QualificationsNumerate and LiterateNVQ or SVQ in customer service3. Knowledge, skills and abilitiesExcellent communication skills both oral and writtenExcellent interpersonal skillsAccurate with good attention to detailAbility to work independently and on own initiative under pressureExcellent IT skills including good working knowledge of Microsoft Office packagesAbility to work and contribute as a member of a teamMethodical and organisedGood numeric skillsAbility to build and maintain excellent professional relationships.Willingness to undertake health and safety related tasks such as fire marshal and/or first aidHealth and safety understanding/trainingFire safety/marshal First aid 4. Personal qualitiesEnjoys interacting with people and enthusiasm for customer service excellenceFlexible approach to work with the ability to work changing shift patternsSelf-motivatedReliabilityA pleasant and helpful mannerA neat and tidy appearanceAbility to work under pressureOur mission is Creating A Spark. You are expected to share APA’s values:CurioSity: be adventurous, entrepreneurial, open to ideas, find new ways of workingOPtimism: stay positive, no blame culture, be ambitious, aim highLoyAlty: respect your colleagues, be there for colleagues, go the extra mile, be a good ambassador for APAResilience: never give up, always working harder and smarter, be flexible, learn from mistakesTeamworK: work together, one team, one visionActive interest in the performing arts Enthusiasm for working in a creative organisation A desire for personal developmentEmployees of the Company are expected to:Adhere to the regulations pertaining to time keeping and discipline. Be familiar and adhere to the Company’s policy on Health and Safety at Work.Ensure maintenance of confidentiality and compliance with the Data Protection Act.Perform any other duties that may arise.Terms and conditionsThis is a permanent, salaried role. Salary circa ?10,687.24 based on 24 hours per week.Normal working days will be 4 days from 7, including evening and weekend work, on a rota basis. Rotas are issued on a 6-weekly basis. Holiday entitlement is 4 weeks, rising incrementally to 5 weeks after 5 years’ service, plus 12 public holidays (7 fixed, 5 floating). Various staff benefits including pension, life insurance, staff offers/discount and APA Friends membership, discounted sports/gym memberships, shopping discounts. Uniform will be provided. ................
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