Duty Officer

Main Purpose of Job:

The postholder will be the Duty Officer on shift, supervising staff and responsible for all aspects of operations through the Arts Centre. They will ensure delivery of a high quality visitor experience, provide a customer focused service, supervising the staff on duty. Primarily working at the Strule Arts Centre, the post holder may be required to work at other venues and events as required.

Main Duties and Responsibilities:

There are five key areas of work:

• Duty Officer

• Facilities Supervision

• Customer Service

• Assisting with events and activities

• Sales & Administration

Duty Officer Tasks

• Ensure the overall smooth running of the facility at all times when on duty.

• Work in a team to ensure the services of Strule Arts Centre are delivered to a high standard of customer service excellence.

• Supervise front of house staff at the Strule Arts Centre whilst on shift.

• Be a proactive and engaged member of the Strule Arts Centre team.

Facilities Supervision

• Implementation of risk management of facilities and front of house function.

• Provide support and cover to the Box Office team.

• Report accidents and incidents and ensure all necessary health and safety checks are completed.

• Secure the buildings as required in accordance with directions.

• Responsibility for the security and safe operation of the building whilst on shift.

• Act as key holder and attend emergency call-outs after normal working hours.

Customer Service

• Deliver a high-quality visitor experience at Strule Arts Centre.

• Deal with complaints to ensure appropriate follow up and resolution provide a meet and greet function for users of the facility.

• General housekeeping and maintaining a high standard of appearance.

• Monitoring of the facility.

• Allocate work to designated staff or volunteers.

• Assist with gathering appropriate information to assist the marketing promotions.

Assisting with Events and Activities

• Set up rooms and resources for activities, conferences and meetings both in the facility and at external locations and venues.

• Stewarding and supporting the delivery of events.

• Assisting in the delivery of classes and workshops.

Sales & Administration

• Operate point of sale, box office and venue management computerised systems, undertake financial transactions, reconcile all relevant income and provide appropriate reports and associated administration.

• Prepare weekly timesheets for authorisation.

• Review customer feedback forms and respond where appropriate.

• Maximise the income to the facility through effective sales.

• Compile and update related reports and complete associated administration.

Other Duties

• Carry out research / data capture in accordance with Service requirements.

• Other activities relevant to the range of services provided at the facility and within the Fermanagh and Omagh District Council Arts and Heritage Service.

General:

• To comply with all the Council’s policies and procedures including the Employee Code of Conduct and the Employee and Councillor Working Relationship Protocol, and as a Duty Manager, ensure that all employees comply with same.

• To promote the Council’s equal opportunities policies and avoid all forms of discrimination as an employer and a service provider.

• To implement all Financial and Procurement policies and procedures.

• To comply with employee responsibility in relation to all records held, created or used as part of the Council’s business. All records, paper or electronic, are public records and accessible by the general public, with limited exceptions, under the Freedom of Information Act 2000, the Environment Regulations 2004 and the Data Protection Act 1998.

• To undertake the duties of the post at all times in a manner that enhances and promotes the positive image of Fermanagh and Omagh District Council.

• The postholder will be expected to be flexible and adaptable to meet the changing needs and requirements of the organisation.

The above list should not be seen as an exhaustive list of duties, and the postholder will be expected to undertake other relevant duties, as required.