Front of House Attendant

Position Number:

Directorate: CCS

Service: Arts & Cultural Services

Location: Blue Mountains Cultural Centre

Position

Classification:

Band 2

Date

Created/Updated

POSITION PURPOSE/OBJECTIVE

Deliver efficient and effective customer service while working at the Cultural front counter.

This role will administer sales for the shop, answer customer enquiries relating to the

Gallery and events and provide visitor information services.

RELATIONSHIPS

Reports to: Promotions and Marketing Coordinator

Staff Responsibility: Delegations Nil

Direct Reports Nil

Key Internal Relationships: Works within the Cultural Centre team.

Key External Relationships: Liaises through customer service with external

clients.

SPECIFIC RESPONSIBILITIES

1. To provide high quality, professional customer service to patrons of the Cultural

Centre.

Deliver Visitor Information services to tourists looking for information about the

region

1. To attend the Cultural Centre Shop, process sales, ensure displays are presentable,

assist customers, reconcile tills and produce sales sheets. Assist the Promotions &

Retail Manager in merchandise development, stock management, stockist liaison,

ticketing, memberships and data collection as required.

1. Monitor surveillance systems and report suspicious and unlawful behavior to

relevant staff or authorities.

1. Take bookings and process payments for public programs.

2. Available 7-days per week for a rotating roster

3. Maintain a high standard of visual representation of the Shop and front counter

including cleaning and retails displays.

Workplace Health & Safety

Ensure compliance with WHS obligations and responsibilities as outlined in Council's

policies and procedures and under the relevant WHS legislation. These include but are

not limited to identifying potentially unsafe situations or work practices and notifying your

Supervisor or Manager (or the Health, Safety Manager/Area Safety Representative);

never performing a task that you believe is dangerous or for which you do not have the

experience, or have not received appropriate instructions and training or where the correct

equipment to carry out the task safely is not available; always work in a safe manner and

in accordance with safety instructions, where applicable; use the work equipment supplied

for the job, in accordance with the manufacturer's instructions), and any personal

protective equipment, which the Council deems necessary and has provided; be safety

aware and report any actions to your line manager which will assist the Council to meet

its legal workplace health and safety obligations.

You have the right to cease or direct cessation of unsafe work. In addition you are required

at all times to comply with Councils Asbestos Management Plan and Policy.

COMMUNICATION

• This job requires written communication skills which enable the job holder to

complete standard forms.

• The job holder is required to encourage sales within a retail environment and provide

a high level of customer service.

• The jobholder is required to provide information to customers from diverse

backgrounds and assist with routine service problems and should recognise when a

problem is 'too delicate' or 'volatile' to be handled by self and refer to others.

• Required to provide service to internal customers as a regular part of the job. Service

includes answering queries, providing documentation, sourcing advice and referring

queries to appropriate personnel.

• Expected to cooperate and communicate with co-workers in creating smooth

workflow, including assisting with each other's work when necessary.

• This job requires communication skills which enable the job holder to perform the

following activities:

• Provide information and explain situations
• Sell, persuade, influence
• Participate in meetings/group discussions
• Advise or recommend

• Negotiate or persuade

• The job holder is required to interact with the following groups or individuals within and

outside the Council on a regular basis and for the purpose shown below:

Provide and obtain information:

• Commercial/industrial/development representatives (eg vendors, builders,

clients)

• Community organisations - service clubs etc

• Employees of other councils

• Applicants for employment
• Local Business

JUDGEMENT & PROBLEM SOLVING

• Problems are solved by the examination of readily obtained information and the

selection of an appropriate solution from a number of options.

• The jobholder is required to contribute to work improvement processes, making

improvements to existing methods and techniques.

• Little planning is required since activities are self-regulating or monitored by others.

• Broadly understand the section's goals and how the job role contributes to them. Be

familiar with Council structure, products and customers. Understand the overall

organisation's vision and direction.

AUTHORITY

• Decisions are either guided by practices, procedures and precedent or made in

consultation with the immediate supervisor.

• Decisions made by the job holder affect the work and activities of others within the

section or from a specific project team.

• The work of the jobholder influences the community within a specified service line

through the application of technical skill or application of regulatory requirements.

• The jobholder is responsible for ensuring that operational safety standards or other

requirements are met at an operational level.

• The job holder has little or no responsibility for budget development.

• Look for ways to save costs. Be conscious of budget constraints and be aware of

cost implications of own actions within own work area.

SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES

• Basic working knowledge of several functions plus specialisation in customer

service, front-desk and retail. Jobs requiring general schooling in a wide range of

subjects, with specialist training to TAFE Certificate Level 3 or equivalent (4 years

part time).

SPECIALIST KNOWLEDGE AND SKILLS

• The operational knowledge needed by the jobholder includes knowledge of the

structure and functions of several departments.

In addition, the job holder requires the following level of technical skills.

Expert Knowledge areas:

• PC Applications Software (eg Office suite, ticketing, POS systems)
• Switchboard Operation
• Customer Service (redirecting enquiries, retail sales, bookings, membership

processing)

• Retail (stock management, merchandising, stock display, sales, eftpos / cc

transactions)

• Cash Handling
• Reconciliations

Solid Working Knowledge areas:

• Customer service
• Retail Strategy

ESSENTIAL

1. Qualifications and/or experience in Retail / Customer Service / Tourism

2. Experience in cash handling and reconciliation of daily sales

3. Demonstrated computer skills. Including MS Office, retail and database applications

4. Ability to relate effectively to national and international visitors, the local community,

artists, arts workers and staff

1. Well-developed organisational skills

2. Ability to communicate effectively in both oral and written forms.

3. Ability to work across a 7-day roster system with limited supervision, prioritise work

commitments and meet deadlines

1. Knowledge of the Blue Mountains region

DESIRABLE

1 Ability to work at after-hours functions when required

2 Experience in promotion and display of merchandise

3 Current First Aid certificate.