Front Of House Supervisor

**NATIONAL TRUST OF AUSTRALIA (TASMANIA)**

**Role**: Front of House Supervisor

**Property**: Penitentiary Chapel Historic Site

**Standard hours of work**: 15 hours per week [Tuesday to Sunday]

**Reporting manager**: Property Manager - South

**Overview of organisation**

National Trust Tasmania is part of an international conservation movement that began in England in the 1890s. Founded in 1960, National Trust Tasmania is one of seven Australian national trusts and thus part of the nation's largest not-for-profit organisation that advocates for the built environment.

National Trust Tasmania is the manager of nine historic sites of exceptional cultural significance located across Tasmania's four regions. These properties are ambassadors for the organization's role in conservation, interpretation, visitor experiences and sustainable models for heritage assets.

**Vision**: A Tasmanian community sharing and valuing its heritage.

**Purpose**: Connect and promote Tasmania's heritage sector as a driver of social and economic and opportunities for Tasmanians

**Values**:Enthusiasm **- we embrace Tasmania's heritage with a dynamic and passionate attitude

**Engagement and Inclusiveness **- We place people at the centre of everything we do and respect and welcome all

**Innovation** - We lead by ideas and welcome partnerships

**Sustainability** - We are committed to increasing the capacity of our heritage properties to generate income for a more sustainable operation

**The Role's Primary Purpose**

Working with the Trust's Property Manager - South and a team of volunteers who operate the Penitentiary Chapel Historic Site's (PCHS) reception, retail shop and site tours, the Front of House Supervisor will be responsible for the oversight of front of house activities. The Front of House team are a guest's first physical point of contact with the PCHS and therefore a critical element of the overall visitor experience. The experience comprises four key elements
- **Unshackled / The Convict Memorial Hub** - the latest addition to the PCHS visitor experience. An interactive engagement with over 75,000 convict records
- **Pandemonium** - an immersive audio visual experience located in the Prison Chapel, which retains the format of the last remaining part of the original chapel
- **The Guided Tour** - takes visitors through the remainder of the PCHS site including the gallows, convict built tunnels, court number one and the Deputy Gaolers House
- **Museum and Gift Shop** - The museum rooms host a selection of artefacts and images from the Penitentiary and Campbell Street Gaol site. The Gift Shop stocks a range of gifts, books and items for sale

The Front of House Supervisor will have responsibility for the day to day operations of the site including the security of the Site, maintaining a high standard of visitor experience, the smooth operation of tour programs ensuring that experiences such as Unshackled / the Convict Memorial Hub and Pandemonium are operating effectively. The role will also oversee the site's opening / closing procedures, daily takings reconciliation and electronic bookings system.

The Front of House Supervisor reports to the Trust's Property Manager - South.

**Key responsibilities**:

- Supervise day to day Front of House operations on the PCHS site
- Open & close the PCHS site
- Ensure the shop is clean, tidy, safe and ready for guests
- Welcome and manage guests as they arrive on site by checking in guests with pre-paid bookings and taking payments from "walk in" guests
- Activate Unshackled / the Convict Memorial Hub and Pandemonium
- Instruct visitors on how to interact with the Convict Memorial Hub
- Assist customers with the purchase of goods in the shop
- Promote other NTT Properties, products and services eg Ghost Tours
- Maintain and replenish stock in the shop as required
- Prepare orders of stock for approval and submission by the State Office Manager
- Collate PCHS daily takings information for both retail and tour functions
- Perform banking duties as required
- Oversee the Volunteer roster
- Train and mentor volunteers
- Working with the Property Manager - South and volunteer team, provide a high quality visitor experience through the creation of a customer centric environment
- Encourage a sense of community among the volunteers and make the PCHS a warm environment for new recruits
- Ensure the smooth operation of the PCHS by maintaining excellent communications with the Property Manager - South, State Office Manager, Volunteers, Retail suppliers, visitors and tour operators
- Maintain the conservation of the site by ensuring that daily operations and events at the PCHS do not impact the property
- Liaising with the Trust's tech support team when necessary, ensure the site's IT/ AV equipment is operationally ready
- Promote the National Trust brand to our visitors by cross-promoting Trust properties across the State
- Complete other reasonable tasks