Duty Manager Loughborough, England
Job description
Job Title:Duty Manager
Job Category: MMC Staff
Department/Group: MMC Main Building
Location: MMC Main Venue , Mountsorrel
Travel Required: Some Ad/Hoc travel may be required.
Level/Salary Range: 11:84 Per Hour
Position Type: 20 hours pw
Line Manager: Venue Manager
Responsible for : Casual Staff
Posting Expires: 11.03.23
External Posting URL: www.mountsorrelparishcouncil.co.uk www.mmcvenue.co.uk
Applications Accepted By:Email: [email protected]
Mail: Manager, Mountsorrel Memorial Centre, 105 Leicester Road, Mountsorrel, Leicestershire, LE12 7DB
Job Description Role and Responsibilities:
The MMC is a Modern Community and Arts Centre with Live Entertainment and Conferencing Facilities. We are a friendly and enthusiastic Team, with a real passion for providing outstanding levels of customer service. This is a key role and as part of the Duty Management team, you will be the face of the MMC, ensuring a great customer experience for our visitors. You will be the face of the MMC, ensuring a great customer experience. You are required to have;
- A strong customer focus with excellent leadership skills and a friendly and approachable style.
- Duty management skills to ensure the safe, smooth, and efficient running of the facility whilst on shift in line with the operational procedures and emergency action plans.
- A good understanding of the health and safety requirements of the MMC ensuring all staff are trained to execute any procedures required and these policies are always adhered to.
- Excellent presentation skills and an eye for detail
- The capacity to work well under pressure and to perform calmly in a fast-paced environment
- Clear communication skills
- A friendly, approachable style
- Weekend and evening availability (essential)
Your responsibilities and duties will include;
Leadership
- To manage shows and events.
- Responsible for casual staff and volunteers.
- Manage the casual and volunteer rotas
- Motivate the team to deliver excellent services.
Operations
- To ensure efficient and effective running of the operational side of the MMC.
- To be responsible for producing a staff rota for casual staff and volunteers.
- To duty manage the Front of House for Shows and events.
- To ensure the smooth running of the bar service, ensuring bars are adequately stocked and all preparation procedures are adhered to, including the issuing of floats, cashing up and banking.
- To recruit, train and develop casual staff to create an effective, knowledgeable, and service-led team to deliver the Front of House and Bar operations in co-ordination with the café supervisor.
- To assist the operation team with room and event setups and basic maintenance.
- Work with the MMC Venue Manager to continually improve the customer journey.
Health and Safety and Security
- To act as a nominated representative in charge of the whole building whilst on duty, and to act as a key holder, opening, closing and securing the building as required.
- To be fully conversant with the evacuation procedure and Health and Safety policy, ensuring that all FOH staff are trained to execute any procedures and that these policies are adhered to at all times.
- To be responsible for the certain elements of the venue’s H&S and legislative responsibilities including the Premises Licence, First Aid and COSHH plus other aspects as deemed appropriate, including training, equipment maintenance and record keeping.
- Ensure all necessary Health and Safety procedures and policies are in place and maintained by all staff.
- Ensure risk assessments are followed and when required, be involved in the creation of this document.
Maintenance
- To ensure that the MMC is maintained to a high standard.
- To ensure the MMC is clean, tidy and presentable at all times, and in so doing carry out necessary cleaning and tidying tasks to ensure this is the case
- To liaise with the cleaners in arranging additional cleans following events.
Events
- You will be the main point of contact during an event/show for customers for events such as Wedding Receptions, parties, local theatre groups, fayres and dance academy performances.
- You will liaise with the customer and ensure all their needs are met
- You will ensure suppliers are following the correct procedures.
- You will liaise with the events coordinator prior to the event to ensure that all needs and requirement of the booking are met.
- To be involved in the development and management of internal events hosted by the MMC such as Christmas Fayres, Wedding Fayres, Beer Festivals and Pantomime Fun Day.
Visitors & Enquiries to the Memorial Centre
- To provide at all times excellent standards of customer care and support
- Meet and greet visitors, ensuring a positive welcome into the Centre.
- Taking telephone calls and ensuring customer enquiries are dealt with in a timely and positive way.
- Ensuring the appropriate procedures are followed for visitors i.e. signing in and visitor badges.
- Ensure any directional notices are in place for guests.
- To also oversee and deal with any enquiries relating to ‘lost property.’
Systems
- To be have a basic knowledge of the edge booking system.
- To be able to process ticket sales, both via phone and in person, through the venues chosen ticket software.
- Check any online bookings daily.
Finance/Money Handling
- To be able to issue floats and cash up the bar and office tills.
- Receive cash/cheque, credit card payments and online payments and issue tickets and receipts in payment for the hire of facilities.
Additional
- To follow up on potential sales leads and assist with any sales activities.
- To store and circulate customer feedback and inform the MMC manager if receiving repetitive comments.
- To be pro-active in seeking missing information on bookings where it is found to be missing
- To support the needs of other departments, within reason, and under instruction of the Venue manager or Customer Relations manager.
- To identify where an event may be over-running and flag this to the MMC Manager where this cannot be easily resolved .
- Completing weekly time sheets and holiday request forms for submission.
- To meet the MMC’s agreed standards of dress and appearance codes.
- All staff need to be prepared to cover other roles, insofar as they are able, on a short-term basis to cover for absences and undertake any other duties of a similar nature to the above as reasonably requested to do
Qualifications & Education Requirements
See person specification
Other information:
External and Internal Contacts
Councillors, customers, contractors, suppliers, members of staff and partner agencies.
Face to face, telephone, written and electronic communication.
Working Environment
Adhere to all policies and procedures in the Employee handbook
Mainly office based but some home working will be considered but must be agreed by the venue manager before so.
The Council operates a Smoke-free policy and the postholder is prohibited from smoking in any of the Council’s buildings.
All staff must commit to Equal Opportunities and Anti-Discriminatory Practices.
Health and Safety at Work
Mountsorrel Parish Council's Policy, and all relevant Health and Safety at Work Instructions are to be considered as part of this job description.
Data Protection Act 2018
All employees who are involved in the processing or handling of computer data have an obligation to comply with the terms of the Data Protection Act 2018 and the Council's Data Protection Policy.
Council Policies
The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
Performance Management
You will be given an annual appraisal and six-monthly review that will form the basis of your Personal Development Plan and be linked to the Council’s objectives. You will also receive collaborative one to one meeting on a regular basis with your line manager.
Reviewed By:
Date:
Approved By:
Date:
Last Updated By:
Date/Time:
PERSON SPECIFICATION
Essential Attributes
Desirable Attributes
Qualifications
Desirable Attributes
First Aid Trained
SIA Licence
Communication Skills
Essential Attributes
Have clear communication skills both with Team and Customers.
Knowledge and Experience
Essential Attributes
An energizing and enthusiastic person for this dynamic role with a real focus on consistency and detail.
Experience of managing staff.
Cash Handling Experience
Previous experience within a Customer Service environment
Desirable Attributes
Food hygiene certification and Barista skills / trained would be additional desirable skills
Experience of bar management
Trained First Aider
Experience in an arts/leisure environment.
Experience of building responsibility.
Skills
Essential Attributes
Great organisational skills
Enthusiastic and committed approach to work.
Partnership and collaborative working
Committed to excellent customer service.
Must be able to complete manualhandling tasks equivalent to room set-up
Good problem-solving skills.
Able to work on own initiative to develop new work areas and opportunities.
Information Technology
Essential Attributes
Computer literate.
Other
Essential Attributes
Able to lone work at times.
Able to be flexible within the contracted hours to manage evening and weekend events.
An understanding of equalities and diversity issues is essential to ensure that we offer a high-quality service that is accessible to all members of the community.
Job Type: Part-time
Part-time hours: 20 per week
Salary: £11.84 per hour
Benefits:
- Company pension
- Free parking
- On-site parking
Schedule:
- Monday to Friday
- Weekend availability
Work Location: In person
Application deadline: 11/04/2023
Reference ID: Duty Manager
Expected start date: 01/05/2023
