Front Office Coordinator

Main purpose of job

To be responsible to the Operations Manager (Belfast Castle/Malone House) for the provision of a reception front of house and clerical support facility, dealing with function enquiries to promote and sell the available facilities and to liaise with customers in all aspects of room bookings, including the processing of such.

To assist the relevant manager with on-site complaints and issues that arise.

Summary of responsibilities and personal duties

1.          To promote and sell the facilities of Belfast Castle and Malone House for conferences, wedding receptions and other commercial and social events and to make appointments and conduct show-rounds as required.

2.          To be the first point of contact for users entering the facilities, and provide relevant information and answer queries as requested including those relating to the history of the building, including ensuring that all contractors sign in and out of the visitors register.

3.          To deputise as required, within their own sphere of responsibility, for the Operations Manager (Belfast Castle/Malone House) and in their absence liaise with identified personnel as required.

4.          To deal with complaints and liaise with the relevant statutory body as required in conjunction with the Operations Manager.

5.          In the absence of the manager(s) be responsible for evacuating the building and liaise with emergency services according to evacuation procedures.

6.          To reset appropriate security alarm systems and page appropriate management to deal with security or other problems arising, as per operational procedures.

7.          To liaise with the franchised catering company, as required, to ensure they are notified of bookings and other requirements, including providing administrative support such as typing of menus, table plans and invoices and taking restaurant bookings.

8.          To operate all support systems, procedures and records, including issuing contracts and preparing invoices.

9.          To deal with function enquiries in all aspects of room bookings and specific requirements, including AV equipment hire and room set ups.

10.      To undertake the full range of clerical and administrative duties as required, including assisting with the completion of rotas and timesheets and associated issues.

11.      To receive monies and issue receipts for catering payments and gift vouchers, etc on behalf of the franchised catering company, and undertake additional cash handling duties including control of float, sale of sundry items and taking of deposits for room hire, in accordance with the relevant procedures.

12.      To assist with the management of ancillary facilities to the main venues including sales, collection of purchases, catalogues, compiling final summary of accounts for Higgin Gallery, signing-in register for staff, issuing of keys.

13.      To implement the policies of Belfast City Council and comply with the procedures of the Place and Economy Department.

14.      To assist in training staff as requested by the appropriate manager, including placement student and casual staff.

15.      To administer basic first aid when required and take appropriate remedial action to avoid any reoccurrence of accidents and complete relevant documentation as required in accordance with relevant procedures.

16.      To be the responsible person and administer the legal agreement required to facilitate civil wedding services and civil partnerships and ensure all services run to the specified time schedule.

17.      To participate in all induction and in-service training provided by Belfast City Council and in the induction and support of all newly appointed staff and other human resource management policies and procedures, as appropriate, including, absence management, disciplinary and grievance procedure.

18.      To act in accordance with the council and departmental policies and procedures including customer care, equal opportunities, health and safety, safeguarding and any pertinent legislation.

19.      To undertake the duties in such a way as to enhance and protect the reputation and public profile of the council.

20.      To undertake such other relevant duties as may from time to time be required.

This job description has been written at a time of significant organisational change and it will be subject to review and amendment as the demands of the role and the organisation evolve.  Therefore, the post-holder will be required to be flexible, adaptable and aware that they may be asked to perform tasks, duties and responsibilities which are not specifically detailed in the job description, but which are commensurate with the role.

Essential criteria

Experience

Applicants must, as at the closing date for receipt of application forms, be able to demonstrate on the application form, by providing personal and specific examples, at least one year’s relevant experience, in each of the following two areas:

a)    using standard Microsoft Office programmes; and

b)    working in a customer facing environment, which must include cash handling duties.

Desirable criteria

In addition to the above experience, Belfast City Council reserves the right to short-list only those applicants who, as at the closing date for receipt of application forms:

·       in the first instance, can demonstrate, by providing personal and specific examples on the application form, at least two years’ relevant experience in each of the two aforementioned areas (a) and (b); and

·       in the second instance, have at least five GCSEs (grades A – C) including English, or equivalent relevant qualifications.

Special skills and attributes

Applicants must also be able to demonstrate evidence of each of the following skills and attributes which may be tested at interview:

Communication skills: The ability to communicate effectively both orally and in writing with members of the public and internal and external customers.

Customer care skills: The ability to deal effectively with both internal and external customers to create a good impression and enhance and protect the image of Belfast City Council.

Organisational and work planning skills: The ability to prioritise workload to achieve team objectives.

Team working skills: The ability to work individually and in a team to achieve team objectives.

Information technology skills: The ability to use a range of standard office packages and finance packages.

Performance management skills: An understanding of the principles of performance management and the importance of continuous improvement within the workplace.

Health and safety awareness: An understanding of basic health and safety responsibilities.

Financial skills:the ability to undertake basic cash handling duties including taking monies and issuing receipts.