JOB DESCRIPTION GRADE: 3. DATE: March Purpose of the Job

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1 JOB DESCRIPTION DESIGNATION: Lead Steward GRADE: 3 RESPONSIBLE TO: Responsible for: Duty Manager Stewards DATE: March 2013 Purpose of the Job The Lead Steward is responsible for enhancing the Arnolfini s reputation as an audience focused, proactive organisation. The Stewarding team provide the front line interface with the public and Arnolfini and as such is required to provide our visitors with a high standard of customer service at all times during their visit. Key Accountabilities To line manage the stewarding team To supervise the stewards in the galleries on a day to day basis To attend training and staff meetings as required To provide the public with proactive advice, guidance and information, answering any questions or queries To participate in research and training on the programme To ensure a secure, safe and enjoyable experience for all visitors To liaise with the Technical team and Duty Managers to maintain the day to day functioning of the building and/or offsite activities Duties and Responsibilities Line Managing the Stewards To ensure that the stewarding team is adequately briefed on all exhibitions and performances and feel confident to perform their duties To plan, with Duty Managers, all stewarding rotas and ensure all shifts are communicated accordingly to individuals To collate and verify all stewards timesheets, absence records and leave forms To organise meetings with the Stewarding team as and when necessary to ensure communications between the team and the rest of the organisation are maintained. To plan and undertake steward inductions and regular training of the Stewarding team To monitor stewards performance levels and undertake annual appraisals To assist the Duty Manager in the recruitment of stewards To work closely with Duty Managers to manage any grievance or disciplinary procedures that arise in the stewarding team. 1

2 Advice, Information and Guidance: To provide good communication between the Arnolfini s activities and the public. To respond to enquiries, answer questions and direct visitors to other members of staff as appropriate To ensure an adequate stock of any programme and interpretative materials is available to visitors at all times To work with the programme teams on research and training activities for the whole front of house team To work with Learning and Participation to support its activities and projects including group visits, workshops and participation activities To provide feedback to the rest of the organisation on the views and comments of visitors to ensure Arnolfini remains proactive in its relationships with its communities To promote accessibility through providing relevant steward training and ensuring adequate alternative formats are available to visitors in the galleries, as directed by Senior Management. Security and Safety: To assist with the evacuation of visitors from the exhibition spaces/building in an emergency and to be fully conversant with Arnolfini s emergency procedures To work with the Technical team and Duty Managers to ensure the safety, security and condition of all aspects of the programme To contribute and understand risk assessments and ensure that any relevant information and actions are relayed to all Stewards Day-to-day Activities: To attend briefing sessions to ensure the public receives a professional, informed service To run daily morning stewards briefings To fully understand any instructions regarding the specific requirements of artists work to be presented to the public as part of the programme To work with the Duty Managers to ensure the visitor spaces are presented appropriately at all times To ensure the opening and closing of the exhibition spaces at correct times, turning on/off exhibits, checking the condition of the work and presentation of the spaces at the start and end of the day and periodically during the shift To work with the technical team to ensure the work runs smoothly and is correctly presented at all times To operate a range of audio visual and other equipment as required and instructed To undertake administrative duties when not directly engaged in the galleries General: To be fully conversant with all Arnolfini policies including Equal Opportunities and Health and Safety and ensure by following established working practices and guidance that all policies are adhered to at all times 2

3 To be competent in the use of Microsoft Office software packages, including Outlook, Word and Excel, utilising these skills to assist effective communication and administration within the department and throughout the organisation To work with other teams within the organisation, undertaking various tasks to assist in the preparation of spaces or materials for exhibition or events To carry out any further duties as reasonably requested Scope for Impact Enhancing the Arnolfini s reputation for high quality customer service Smooth running of Stewards shifts Working with other Arnolfini staff to build relationships with all visitors including the public, artists, funders, sponsors, contractors, consultants and promoters etc Enhancing the Arnolfini s interaction with its communities and contributing to new approaches to interpretation and learning Promoting the development and training of the Steward team THE POST The post holder is responsible to the Duty Manager for providing both stewarding duties and the day to day supervision and organisation of the team of Stewards, ensuring excellent service and facilities are provided for all visitors to the venue. The post holder requires excellent customer/interpersonal skills and an enthusiasm for the contemporary arts PERSON SPECIFICATION Essential (must have) Proven interest in and enthusiasm for contemporary visual art, performance, dance, sound/music, film or poetry & literature. Minimum of 2 years previous experience (Full or Part-time) working in a customer orientated environment, facilitating excellent customer service. The ability to communicate effectively in person, with a wide range of visitors. A proven ability to handle demanding and difficult situations with the public, in a calm and confident manner. A proactive response to solving problems, with the confidence to face challenges. Vigilance and attention to detail. Previous experience of administration and Microsoft word/excel. Previous experience of supervision and training of a staff team Desirable (should have) Previous experience of line management of a staff team. Previous experience as Gallery/Museum Invigilator. 3

4 Terms & Conditions The salary is offered at Grade 3, 16,500 (entry level) pro rata per annum. Standard Arnolfini terms and conditions will apply. This offer is subject to the receipt of satisfactory references and the completion of a probationary period. The contracted hours of work are 24 hours per week. As Arnolfini operates over a 6 day week (including Weekends) a flexible approach to working days and hours is required. Preferably, candidates would be available for immediate start and to attend a Front of House briefing day on April 15 th Annual leave entitlement will be 24 days pro rata per annum. You will need to provide evidence that you have the necessary permission to work in the UK. Self Disclosure: Due to the nature of the post candidates who are invited to interview will be required to complete a self-disclosure statement. Applications Please complete the Arnolfini application form. You can download a version from our website Ensure you read the job description and person specification before you start to complete the form. Please indicate which of the roles you are interested in being considered for on the application form. Please do not attach CV, references or educational certificates to your application form. Applications in the form of CVs will not be considered If you need to attach a continuation sheet please mark your name clearly at the top of the sheet. Please limit continuation sheets to one side of A4. The application form is an important part of the selection process. To ensure fairness to all applicants any decision to short list you for interview will be based solely on the information you supply on your application form. It is important you give as much information as relevant regarding why you wish to apply and what makes you a suitable applicant. Arnolfini is actively working towards equal opportunities and welcomes applications from candidates of all ages and backgrounds. We would appreciate it if you would complete and return the enclosed equal opportunities monitoring form. Please send completed applications marked Lead Steward in the top corner of the envelope to Recruitment Manager, Arnolfini, 16 Narrow Quay, Bristol, BS1 4QA or by to recruitment@arnolfini.org.uk Applications should arrive no later than Noon on Monday 8 th April Interviews dates tbc. 4

5 Arnolfini s mission is to create the conditions for artistic experimentation and audience engagement across the contemporary arts. It provides Bristol and the West of England with a centre for the contemporary arts of international significance. We believe that it is only through creativity and the free exchange of ideas that individuals become empowered and that society can develop. Art inspires change. Arnolfini is A Space for Ideas: - Presenting a year-round mixed arts programme of exhibitions, live art, dance, sound/music, film, poetry & literature, talks and learning activities. - A space for experimentation, supporting emerging artists, alongside internationally renowned figures, in developing new and innovative art. - A champion of interdisciplinarity that promotes cross art form projects, partnership working, dialogue and debate. - Interaction and participation are at the core of what we do, embracing everything from how we market ourselves to our learning programmes, in order to engage the widest possible range of audiences. - Arnolfini is rooted in its cultural surroundings; we believe that contemporary art must be relevant in a broad social context if it is to be a force for change. Our Audiences: Arnolfini aims to create the conditions for active engagement and participation in contemporary art for the widest possible range of people. Diversity is a core principle. We need to provide different ways in to engaging with the programme, to develop specific communities of interest and to be open to change through two-way dialogue. 5