Bay Pavilions Box Office

Permanent - Part Time

Eurobodalla

About Aligned Leisure

Aligned Leisure is a 100% owned subsidiary of the Richmond Football Club, established as a vehicle to manage the operations of Richmond's health, fitness and leisure business activities. Supported by the people and business systems of the Richmond Football Club, Aligned Leisure currently operates 32 leisure centres, community stadiums, pools, gyms, theatres and other facilities throughout Victoria and New South Wales.

At Aligned Leisure, culture is paramount, and we are committed to developing our people in a supportive environment. Connecting to Thrive and Win is about connecting not only with customers, but also about staff connecting with each other with humour and care, through storytelling and authenticity, to build genuine relationships.

We are constantly on the lookout for talented individuals who fit our culture and either wish to learn a new industry or further develop their existing skills. If you have a passion for your local region, a focus on supporting your community and a desire to help us in providing the best level of service, we would love to hear from you.

POSITION PURPOSE:

The Box Office & Room Services Coordinator will oversee the daily operations of the Bay Pavilions' Box Office,
rooms, and studios, with the primary objective of ensuring exceptional customer experiences. This role is
pivotal in delivering service excellence that consistently surpasses customer expectations. Collaborating
closely with the theatre and customer experience teams, the Coordinator will maintain an unwavering focus
on providing outstanding service, seizing sales opportunities, and nurturing strong customer relationships.

Through exceptional service and relationship management, this role aims to drive revenue growth by
fostering repeat business. The Coordinator will actively promote our offerings to customers. Responsibilities
include managing ticket sales, curating advertising displays, and ensuring consistently high-quality event
experiences for all patrons.
This position will work relentlessly to implement the Aligned Leisure purpose of CONNECTING TO THRIVE
AND WIN, values of AWARE, DISCIPLINED, RELENTLESS and UNITED, and associated behaviours throughout
the entire team.

KEY RESPONSIBILITIES:
1. Coordination the Bay Pavilions' Room Services

• Oversee the daily operation of conference and studio rooms, ensuring cleanliness and
professionalism.

• Respond to room hire inquiries promptly and accurately, maintaining a high level of
professionalism.

• Request and act on customer feedback to continually improve room service standards.

• Perform all administrative tasks necessary for successful event and conference functions.

2. Coordination and operation of the Bay Pavilions' Box Office

• Maintain a physical presence at the Box Office, overseeing its smooth operation.

• Provide training and supervision to Box Office and Sales staff.

• Ensure timely resolution of customer complaints.

3. Ticketing functions and services

• Manage the in-house ticketing system, handling phone, counter, and online sales.

• Communicate with ticketing clients and other stakeholders regarding production ticketing
details.

• Ensure timely printing and distribution of mail-out and 'Box Office Collect' tickets.

• Accurately process sales in the POS system, capturing customer data for marketing purposes.

• Identify opportunities for upselling and cross-selling based on customer needs.

4. Finance

• Generate and forward invoices for room hire and group ticket purchases accurately and
promptly.

• Collaborate with the accounts team and debtors to ensure timely payment of invoices.

5. Advertising and marketing support

• Maintain up-to-date information on ticket and Bay Pavilions' websites.

• Proactively promote events to staff and customers to maximize ticket sales.

• Assist the Marketing Coordinator in creating advertising displays to maximize sales
opportunities.

• Update and create imagery for BrightSign displays in and around the Box Office area.

6. Reporting

• Provide regular reports to the Head of Theatre & Arts and leadership team on ticketing and
room occupancy performance (weekly, monthly and annualy).

• Ensure completion and sign-off of all reports, checklists, and procedures.

• Manage ticket databases and customer information effectively.

7. Theatre and Customer Service support

• Liaise with schools, community groups, and local businesses, providing tours of the facility and
encouraging utilization of all areas.

• Assist conference coordinators in setting up and facilitating professional meetings and
conferences.

• Prepare quotes for potential studio or room bookings and foster relationships throughout the
event process.

• Offer support to the Customer Experience team and Theatre Technical team as needed.

8. Outstanding service delivery to all customers and stakeholders

• Aligned Leisure will be renowned for delivering outstanding service and providing memorable
experiences for our customers. This role will be relentless in identifying these opportunities and
will always ask "How would I want a member of my family treated in this situation?"

• All Aligned Leisure staff will understand and deliver on our customer charter and service
promise.

The Box Office & Room Services Coordinator must be available to work a mixture of early morning, daytime,
evening and weekend shifts. This is a part-time role that consists of 25 hours per week. The role may from time to time be required to undertake other tasks as directed
by the Head of Theatre & Arts.

ESSENTIAL QUALIFICATIONS AND EXPERIENCE:
1. Experience in delivering exceptional customer service
2. Experience in sales and marketing
3. The position will be subject to relevant pre-employment checks and must maintain a current
working with children check
4. Experience in ticketing or coordinating conferences or theatre activities would be desirable
5. The successful applicant must hold or be willing to attain first aid and CPR qualifications

PERSONAL ATTRIBUTES:
1. Customer focused
2. Enjoys selling and creating positive customer experiences
3. Understands/enjoys the Leisure Industry and motivated to serve Aligned Leisure
4. Relentless in their approach to sales and service
5. Strong oral and written communication skills
6. Good computer skills and familiarity with the Microsoft 365 suite of programs