FW: ( S.A. ) Adelaide Festival Centre : Customer Service Representatives – Patron Services

Customer Service Representatives – Patron Services
Marketing, Sales and Audience Engagement – Multiple Casual Vacancies
About the vacancy
With the re-opening of the Festival Theatre in February 2022 and our fabulous Her Majesty’s Theatre in full performance mode, an exciting new year is on the horizon. Adelaide Festival Centre is seeking exceptional Customer Service Representatives (Front of House theatre attendants) to join the Patron Services team.
As the face of the Festival Centre, the objective of the Patron Services team is to maximise the visitor experience before, during and after performances and ensure the health and safety of patrons and visitors.
Reporting to the Manager, Visitor Experience & Communications, you will work with the team to assist Adelaide Festival Centre patrons and stakeholders in an efficient, warm, respectful, and professional manner.
The COVID-19 pandemic has changed the audience dynamic in many ways. Successful applicants must be resilient and adaptable to changing circumstances and procedures. With ongoing COVID-19 restrictions, team members must have strong interpersonal skills and ability to work and maintain composure with challenging patrons and varying attitudes about COVID-19 safety.
Successful applicants must have flexibility with hours of work which are dependent on theatre and venue activity and will include days, evenings and weekend work.
Responsibilities

• Effective delivery of excellent customer service to patrons, visitors, colleagues, and clients of Adelaide Festival Centre.
• Demonstrate knowledge and share information with patrons, visitors and clients about events and performances in and around the Festival Centre and Her Majesty’s Theatre.
• Manage patron queries, concerns and grievances in a seamless and efficient manner.
• Wear an ear-piece and use AFC’s 2way radio system to receive direction and communicate clearly and efficiently with colleagues.
• Demonstrate strong understanding of Emergency Procedures and act quickly and calmly in the event of an emergency.
• Support Adelaide Festival Centre’s COVID Management Plan, abiding by all COVID Safe requirements and providing clear instructions to patrons and visitors.

Competencies and Skills

• Ability to work unsupervised under broad direction using good judgment to make decisions within the framework of the role.
• Good lateral thinking and problem-solving ability.
• Excellent communication and strong interpersonal skills.
• Ability to maintain composure in stressful circumstances, and deliver good customer service under pressure.
• Ability to learn quickly and remember detailed processes and procedures.
• Ability to think on your feet and adapt your communication style as required.
• Ability to respond to an emergency situation in a calm and confident manner.
• Ability to stand and/or sit for extended periods of time.
• Ability to work cooperatively in a team environment with staff, supervisors, managers and customers from a variety of backgrounds and experience.
• Possess a basic understanding of the theatre industry, its terminology, traditions and protocol.
• Hold an appreciation for the arts and entertainment industry.

The Next Step: view the Position Description on the AFC Employment Page then apply by emailing your resume to heather.poole@adelaidefestivalcentre.com.au.  Please submit all applications by 5:00pm Thursday 6 January 2022

Enquiries to Heather Poole at heather.poole@adelaidefestivalcentre.com.au

Kind regards

Claire George
Manager – Human Resources
Adelaide Festival Centre, King William Road, ADELAIDE SA 5000