Brighton Dome & Brighton Festival

JOB DESCRIPTION

Job Title: Visitor ServicesOfficer

Accountable to: Head of Visitor Services (HOVS)

Direct Reports:Cleaning and Waste external contracts

Job Purpose:

  • Provide day to day management of the cleaning and waste contracts and play a central role in housekeeping in the venues and offices.
  • Provide general support to the Managers of the VS Department in areas such as procurement, projects, equipment, safety & procedures.
  • Be a central point of contact for visitors to Brighton Dome taking responsibility for customer response procedures and the collation and dissemination of this feedback.
  • Co-ordinate Brighton Dome tour activities.

Principal Accountabilities:

Housekeeping

  1. Co-ordinate the cleaning contract and act as point of contact for BDBF staff in relation to cleaning. Prepare and update the cleaning rotas, make regular inspections and manage the purchase of cleaning and other relevant consumables.
  1. Co-ordinate the waste collection contract, implement the disposal policy and work across the organisation to ensure waste is managed correctly and in the most cost effective manner.
  1. Co-ordinate the window cleaning contract, booking cleans and dealing with purchasing and payments.
  1. Co-ordinate washroom contracts in relation to hygiene and hand dryers.
  1. Monitor housekeeping contracts, ensuring that KPIs are met in relation to their performance.
  1. Assist the Head of Visitor Services in the re-tendering of housekeeping contracts as required.
  1. Conduct regular walk arounds, allocating housekeeping tasks and reporting faults to cleaners, VSAs and other Departments as required.

Visitor Services

  1. Undertake regular frontline work via email, on the phone and in person with visitors in relation to complaints, visitor information, access, tours and heritage.
  1. Act as co-ordinator for customer response in BDBF monitoring customer response mechanisms to ensure that issues across the whole organisation are being dealt with by the relevant Departments in line with BDBF procedures. Prepare weekly updates and quarterly statistics presenting these to the Management team. Arrange customer response gifts in line with BDBF budgets and procedures.
  1. Ensure that visitor service standards are prioritised in all activities relating to the Department and act as am ambassador for the visitor across BDBF.

Finance

  1. Under the direction of the Head of Visitor Services and working within allocated budgets, carry out research and purchasing of consumables, equipment and minor capital purchases ensuring that BDBF procurement procedures are followed.
  1. Undertake stocktakes of equipment, uniform and consumables, updating central information and ensuring resources are managed effectively.
  1. Assist with the management of financial records such as petty cash, expenses and checking and coding invoices where required, cross referencing costs on a monthly basis.

Health, Safety,Wellbeing & Sustainability

  1. Carry out responsibilities as detailed in the BDBF Health, Safety & Wellbeing policy as required by the Health & Safety at Work Act and Management of Health & Safety at Work Regulations.
  1. Monitor safety standards in areas of cleaning and waste, checking or carrying out risk assessments as required, taking actions and reporting problems to contractors and to the Head of Visitor Services.
  1. Oversee the maintenance and safe storage of equipment and the completion of safety checklists and other paperwork relevant to housekeeping.
  1. Play an active part in the Green Team, with particular reference to improving environmental sustainability in your areas and improving communication and engagement across the organisation.
  1. Play an active part in the Building User Group (BUG) promoting good housekeeping, maintaining and improving safety standards in relation to storage, disposal and building logistics.
  1. Where requested assist the Director of Visitor & Venue Services & the Head of Visitor Services in planning Department and organisation wide HSW training and co-ordinating safety management.

Heritage

  1. Familiarise with the rich architectural and performance history of Brighton Dome, acting as an ambassador for our heritage both internally and externally at forums such as the Heritage Learning Partnership.
  1. Co-ordinate the tour programme at Brighton Dome, working with the Royal Pavilion & Museums and other Departments to book diary dates, market, co-ordinate payments and arrange operations.
  1. Maximise tour income and awareness by actively promoting BDBF’s heritage offer to educational, regional and international groups.
  1. Work with other departments to programme and deliver the annual Heritage Open Day.
  1. Collate information and archive materials provided by members of the public or found via other research, ensuring this is readily available to staff as needed.
  1. Act as point of contact for Heritage volunteers.
  1. Where required play an active part in development of the heritage offer across the estate in relation to the Royal Pavilion Estate masterplan.

Other

  1. Under the direction of the Head of Visitor Services undertake administration relating to VS staff to include involvement in recruitment, training, rotering, payroll, staff development and wellbeing.
  1. Under the direction of the Head of Visitor Services undertake project work, contributing to the development and realisation of BDFL’s Business Plan Objectives.
  1. Attend Department, Operational and Organisation wide meetings as required and assisting with the positive communication of aims and objectives.
  1. Any other tasks as may be reasonably expected and requested by the Head of Visitor Services.

PERSON SPECIFICATION:

Essential:

  • Experience working in a visitor services function ideally in a theatre, events or hospitality environment
  • Excellent interpersonal, written and verbal communication skills
  • Confident with figuresand experience dealing with purchase orders and invoices
  • Good Microsoft Office skills including the ability to work at intermediate level in excel
  • Good negotiating skills, ability to build & nurture relationships with suppliers and to influence staff across the organisation
  • Demonstrable commitment to improving standards of venue presentation and customer care in the Brighton Dome venues
  • Capable of working independently and self motivating
  • Flexible, positive and adaptable approach to work
  • Ability to work under pressure and to prioritise work
  • Excellent administration skills with a keen eye for detail and meticulous approach

Desirable:

  • Health & Safety training and awareness
  • Understanding and appreciation of a broad range of arts and entertainment
  • An interest in history and heritage

OUTLINE TERMS AND CONDITIONS

Contract: Fixed termto end May 18

Hours:88hours per month (averaging 22hours per week). Usual working hours are negotiable daytimes between Monday – Friday although availability to work some evenings and weekends will be required as business need arises.

Salary:£19297.72per annum to be pro-rated to part time and fixed term contract

Pension:Auto Enrolment scheme available

Holidays:20 days per annum + Bank Holidays (pro-rated)

Notice Period:1 month

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