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Malthouse Theatre is an Equal Opportunity Employer. We are a theatre for all. First Nations, Aboriginal and Torres Strait Islander people, people with disability, LGBTQIA+ people, people of colour, and people from culturally and linguistically diverse, migrant and/or refugee communities are strongly encouraged to apply.
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Reports to:
Front of House Manager
Works closely with:
FOH & Ticketing Manager, Box Office team, Production team, Malthouse Theatre customers and audiences.
Position Summary:
The Casual Front of House team is responsible for delivering consistently high standards in welcoming, hosting and serving all visitors to the Malthouse. The position has a particular focus on customer service, hospitality, and health and safety.
Salary:
This is a casual position paid at Level 2 (Production and Support Staff) of the Live Performance Award 2020. The base hourly rate is $27.82/hour (including 25% casual loading), and additional loading (penalty rates) will apply for overtime according to the Award.
Company Profile:
Malthouse is a unique artistic institution in Melbourne, Naarm full of history, that creates thought provoking live theatre experiences and offers great hospitality. It's a place to connect and a place to feel at home in a community of artists and arts lovers. Be unafraid, be entertained, be switched on.
Malthouse Theatre offers a range of benefits to employees, including access to complimentary and discount tickets, discounts at the cafe and bar, and a free and confidential Employee Assistance Program.
Malthouse Theatre is an Equal Opportunity Employer. We are a theatre for all.
KEY DUTIES AND RESPONSIBILITIES
Front of House
• Be proactive in providing theatre patrons and venue visitors with information and assistance whenever and wherever required.
• Working with Box Office and Café staff to always ensure a seamless level of quality service.
• Maintaining a constant vigilance in respect to security and safety of Malthouse Theatre patrons and property, including checking emergency exits and venues for potential hazards or obstructions and reporting issues to management as required.
• Acting responsibly and according to procedure in responding to emergency situations such as building evacuations, first aid incidents or disturbances.
• Acting as a fire warden in the event of an evacuation.
• Acting in accordance with Occupational Health and Safety procedures and with broader Malthouse Theatre Policies and Procedures.
Ushering
• Ticket checking and ushering.
• Supervision of patrons during performances, including management of latecomers.
• Responding positively to feedback in line with Company policies.
• Opening and closing venues.
• Cleaning and tidying of internal and external venue areas.
• Function set up and clearing post-event (manual handling required).
• Other duties as required from time to time.
Key Selection Criteria
The successful applicant will demonstrate the following:
1. Demonstrated experience in frontline customer service, including the capacity to resolve issues in a courteous, timely and logical manner
2. Strong interpersonal and communication skills, with the ability to work with large groups of people in a busy public setting
3. Ability to work as part of a team, be proactive and responsive to tasks and responsibilities
4. Current First Aid Certificate, experience in emergency management and OH&S (Desirable)
5. An interest and appreciation of the art form of theatre
Inherent Physical Requirements
The physical requirements of this position are consistent with those of a Front of House worker in a theatre. These requirements are but not limited to prolonged periods of standing, walking, and being able to lift and carry weights up to 20 kilograms. The Malthouse Theatre and front of house areas are located on the ground floor of the Malthouse and are level access, however in the course of ushering duties this position is required to work across three levels of our theatres, which are accessible by stairs.
Please submit your applications by midnight on Sunday 26 January.
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Reports to:
Box Office Manager
Works closely with:
FOH & Ticketing Manager, Box Office team members, and FOH team.
Position Summary:
Box Office Operators are key representatives of Malthouse Theatre. As the public face of the company for our audience, they play a critical role in enhancing a visitor's experience of the company. The position is responsible for processing ticket sales and memberships and providing customer service as a first point of contact for visitors to the building.
Salary:
This is a casual position paid at Level 5 (Production and Support Staff) of the Live Performance Award 2020. The base hourly rate is $35.03/hour (including 25% casual loading), and additional loading (penalty rates) will apply for overtime according to the Award.
This is a casual position based at The Malthouse in Melbourne. Due to the nature of theatrical work, evening and weekend work form part of the ordinary hours of this role and hours are rostered subject to business needs.
Company Profile:
Malthouse is a unique artistic institution in Melbourne, Naarm full of history, that creates thought provoking live theatre experiences and offers great hospitality. It's a place to connect and a place to feel at home in a community of artists and arts lovers. Be unafraid, be entertained, be switched on.
Malthouse Theatre offers a range of benefits to employees, including access to complimentary and discount tickets, discounts at the cafe and bar, and a free and confidential Employee Assistance Program.
Malthouse Theatre is an Equal Opportunity Employer. We are a theatre for all.
KEY DUTIES AND RESPONSIBILITIES
- Provision of professional and efficient customer service of the highest standard to both internal and external stakeholders.
- Ticket sales across multiple channels.
- Reconciliation of ticket batch and credit card and EFTPOS takings, including reporting.
- Processing of Mates Memberships and maintenance of member relationships.
- Processing of ticket exchanges where necessary. Applying fees and upgrade charges when appropriate.
- Maintenance of Tessitura database with daily data cleaning and account merging.
- Full knowledge of Malthouse Theatre events and other events ticketed by Malthouse Theatre. Providing customers with ticketing and event information, including content warnings and other information upon request.
- Assisting with all enquiries from customers by providing friendly, accurate, useful and timely information.
- Ensuring that OH&S policies of the company are supported and upheld within the work environment.
- Other related ticketing or administrative duties as required.
Key Selection Criteria
The successful applicant will demonstrate the following:
- High level communication (written and oral) skills with excellent attention to detail
- Experience in the use of Tessitura CRM
- Sales and customer service experience in a ticketing environment, including sales reconciliation and cash handling experience
- Computer literacy skills, including experience with MS Office suite (desirable)
- Excellent interpersonal skills, with a commitment to equity and inclusion in practice
Inherent Physical Requirements
The physical requirements of your position are consistent with those of an administrative worker in an office environment. The Malthouse Theatre Box Office is located on the ground level of the Malthouse building, and the administration office is located on Level Three of the Malthouse venue, accessible by stairs. Applicants with access requirements are encouraged to contact Malthouse Theatre for more information about the access services available at careers@malthousetheatre.com.au
Please submit your applications by midnight on Sunday 26 January.