JOB TITLE:Visitor Services and Sales Assistant
RESPONSIBLE TO:Box Office Manager
CONTRACT: Relief Contract
For 117 years, the Abbey Theatre has played a significant role in reflecting Ireland's evolving cultural, political and social identity. It has done so through the creation and staging of an important literary repertoire which has helped Irish people to understand and communicate what it means to be Irish. This role continues, as the nation's sense of identity continually evolves, and our population becomes increasingly multicultural. In this more globalised world, it is vital that the Abbey Theatre continues to stand proudly amongst our peers as a world-class national theatre, touring our work internationally and attracting great artists to work in Ireland.
The Abbey Theatre's mission is to effectively and imaginatively engage with all of Irish society through the production of ambitious and courageous theatre, in all its forms. Ireland's National Theatre is artist-led and audience-focused. We aim to ensure our programmes are driven by ambitious, big ideas by theatre-makers of all disciplines, relevant to our times, and communicated effectively to all our citizens and stakeholders.
Our vision is to build a 21st century theatre and company, where creativity drives our every move, developing the artists and audiences of the future. We will be a confident collaborative company, leading the way in how Irish theatre is developed, produced and disseminated; and where everyone who works with us, irrespective of their role, knows that they are contributing to the work of one of the world's great theatres. PURPOSE OF JOB: This is a multi-skilled position that incorporates Box Office and Front of House duties and will be on a rotational roster to cover operational requirements.
This person will deliver an exceptional visitor experience that is reflective of the brand and values of the Abbey Theatre. This person will work as part of an effective sales team that nurtures new and existing customer relationships. This person may also be required to conduct guided backstage tours and must be knowledgeable and passionate about the history of the National Theatre and the productions on stage. They will work closely with the Visitor Services Coordinators to deliver on personal and departmental goals and objectives in the @context of the Abbey's overall mission and vision.
RESPONSIBILITIES: Duties include but are not limited to:
Box Office Providing a comprehensive, customer focused ticketing and information service that is professional, informed and welcoming in a manner representative of the brand and values of the Abbey Theatre. Working with the Customer Relationship Management system (Tessitura) to ensure the timely and accurate processing of individual or group sales through all sales channels and payment methods. Maintaining and nurturing customer and company relationships to encourage new customers and repeat business. Keeping up to date on all marketing activities and promoting all upcoming events, offers and sales promotions by seeking out relevant information and attending performances as required. Assisting the Communications Team in tracking and understanding sales patterns and customer behaviour to inform and support campaigns and initiatives. Maintaining the accuracy, integrity and confidentiality of data and information. Assisting with administration including correspondence with customers. Front of House Serving customers at the bars in a polite and efficient manner and ensuring all products are to the agreed quality standards. Ensuring the security of the theatre area and to be fully competent on the Abbey Theatre's fire and evacuation procedure. Anticipating and acting upon customer needs and requirements in a fast, effective and courteous way at all times. Managing access (N-Scan) and crowd control in a calm, proactive and engaging manner. Reception Providing cover for the reception area when required and managing the internal and external phone system. Coordinating all incoming, outgoing deliveries and ensuring that financial controls and records are maintained. Facilitating room bookings and administrative duties. General Meeting sales targets and identifying opportunities to maximise sales. Maintaining cleanliness and presentation standards for all public areas and ensuring all work stations are fully prepared and stocked. Where possible, resolving customer service issues (CSIs) in a timely proactive and professional manner in line with company policies and procedures. Handling, reconciling and balancing all financial transactions. Adhering to all company policies and procedures. Participating in the Performance Management system and attending training and development programmes. Working as a positive contributing member of a cohesive sales and customer service team and supporting all other departments to achieve company goals. If required conduct backstage guided tours and be knowledgeable and passionate about the history of the National Theatre and the productions on stage. Assisting with any other duties or special projects as assigned by Sales and Customer Service Management team. SKILLS AND EXPERIENCE: At least one years' experience in ticketing, sales or bars and hospitality with exceptional standards of customer care. A consistently enthusiastic, professional and welcoming customer focused approach to sales. Excellent administration, written communication and interpersonal skills. The ability to react positively to and embrace change. A high level of computer literacy and technical knowledge. Strong attention to detail and diligent work ethic. An interest in theatre and the arts. Ability to work effectively as part of a team and individually, to make decisions, use initiative and prioritise tasks in a pressurised environment. Experience in managing interactions with a diverse range of customers with differing needs, including people with disabilities, from non-english speaking backgrounds, children, tourists, VIPs, regular and first time patrons. Tour guide or public speaking skills are desirable. KEY RELATIONSHIPS
Customers, suppliers, key stakeholders and Abbey Theatre staff APPLICATION PROCESS To apply, please send the below information:
Up to date CV Cover letter The Abbey Theatre is an equal opportunities employer
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