Casual part time including evenings and weekends IMPORTANT NOTE

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1 JOB DESCRIPTION Post Duty Manager Reporting To Hospitality Manager Dated June 2017 Salary Range 8.50/hour Status Casual part time including evenings and weekends IMPORTANT NOTE The purpose of this Job Description is to provide an overview of the position, reporting lines and key responsibilities. It is not designed to set boundaries or limit the Job Holder s ability to operate in the way that is most effective, which may change and will evolve as the new Business Plan of Firstsite is executed. It is critical to the success of Firstsite that all employees wanting a role going forward embrace the new strategy of the organisation and give their full commitment to the vision and making the new structure and practices work. With this Firstsite will flourish and grow, and deliver on its mission to provide new encounters and conversations between art, artists and people through the delivery of a programme of high quality, international, contemporary visual art and to contribute to the regeneration of the area through collaborative creative engagement. THE ROLE Duty Managers, reporting into the Hospitality Manager, are responsible for: Working with the Director and Hospitality Manager to contribute to the development of a highly effective, imaginative and impactful Visitor Experience Strategy, which is shaped and delivered to encourage greater footfall, and increased levels of income to the organization. Preparing all public areas of the building to be open and closed to the public according to our advertised opening times including ensuring it is clean, safe and all the required Fire, Health and Safety, and security checks and processes have been carried out in accordance with a building of this size and nature. Liaising with all catering and retail staff to ensure these areas of the building are ready for the public by 10am when the building opens to the public. Ensuring appropriate levels of Front of House Staff are in place to ensure the safety and quality of experience of our visitors throughout the day. Liaising with all Events and Programme staff to ensure that all events in every aspect of Firstsite s offer are correctly prepared and staffed over the course of the day. Briefing all Front of House Staff on their duties for the day including overseeing the work of a team of volunteers and Gallery Assistants. Ensuring that a high level of audience segmentation data is collected from our visitors on a daily basis. Ensuring that all equipment and facilities are in good working order for the day ahead. Where this is not the case, the Duty Manager is responsible for ensuring that a clear plan is in place with the correct member of the Firstsite Team to ensure that the situation is rectified quickly and economically. Leading by example to create a warm and efficient welcome to the building for visitors and continued high levels of customer experience throughout their visit at Firstsite. Ensuring that full Front of House Team rotas (including all DMs, GA s and Volunteers) are populated a minimum of three months in advance. DMs are also responsible for monitoring rotas to ensure very low levels of shift drop-out from anywhere within the team.

2 Supporting the Volunteer Co-ordinator to provide a high quality experience for all Volunteers at Firstsite, which in turn ensures a high quality visitor experience. Contributing to ensuring the team is well trained in all the relevant Health & Safety and customer service areas necessary for the smooth and efficient front of house operations. Liaising directly with all visitors at all stages of their visit from Front desk and shop duties, answering the phone to general enquiries and being a first port of call for all visitors to the building. Any other duties which arise over the course of the day in operating the building, managing and liaising with staff and welcoming visitors to the gallery. ENVIRONMENT Firstsite is a company limited by guarantee with charitable status. The Board of Trustees are Directors who meet regularly to manage the Charity s affairs. Firstsite has a close relationship with the Arts Council of England (East), Colchester Borough Council and Essex County Council who provide funding to enable Firstsite to carry out its charitable objectives. It also works closely with and receives sponsorship from the University of Essex and Tate Plus. Founded in 1994, Firstsite s original home was Colchester s 18 th Century Minories building where its innovative programme of exhibitions and professional development for artists began to grow and flourish. In 2011, it moved into its current iconic building where the spectacular space enables it to offer a varied and challenging programme of exhibitions, commissions, residencies and screenings, in a broad range of media and art forms, by nationally and internationally acclaimed artists. Its ambition is to create an entity that grows and matures over years making a positive contribution to creative industries and community art that engages with local people, businesses and the international contemporary art community. CHALLENGES FOR FIRSTSITE OVER NEXT 3 YEARS Enabling Firstsite to become the gallery of choice that maximises the use of space to promote regular programmes of world class contemporary art; permanent art fixtures; sculpture; painting; photography and film; and local art space where the building is optimised to increase its functionality becoming a welcoming social space Generating footfall to 200,000 visitors annually through enthusiastic conversations around ambitious programmes of contemporary art with local people Creating a viable entity that creates sustainability in the arts sector and maximises the use of all funds for public benefit Increasing the membership scheme (whether as a business, a collector or a school) which provides an enviable range of benefits whilst supporting Firstsite to develop its unique programme further, engaging with more people, from all ages and backgrounds within the arts Becoming renowned, locally, nationally and internationally, for its ability to look outwards developing a distinctive brand that brings vibrant exhibitions of art together with its community Using contemporary art to support the improvement of educational outcomes creating connectionbetween young people, creative industries, wider skills development and entry into work.

3 CHALLENGES FOR THE ROLE OVER THE NEXT 3 YEARS Changing the public perception of Firstsite by ensuring a very high quality visitor experience for all aspects of Front of House provision. To work closely with the Director of Finance & Resources and the Visitor Engagement Manager to deliver the engagement strategy that is critical to the organisation s sustainability and growth To develop a committed team of Volunteers who embrace their involvement with Firstsite and, through their volunteering, achieve the objectives they have for themselves and for the organisation To continually develop relationships and refine the processes surrounding Volunteer attraction, recruitment, training, development and motivation to ensure that the organisation has sufficient capabilities to deliver the standards of visitor engagement that are required To ensure that liaison across the organisation is positive, clear and open as Firstsite evolves through its journey of change and overcome the challenges that inevitably arise with individuals resistant to change and determined to maintain familiar ways of working To work in a way to build bridges and fosters open communications with all other departments, thus contributing to a one-team environment and a cohesive and unified culture QUALIFICATIONS, EXPERIENCE & SKILLS REQUIRED Demonstrable experience in the positive management of staff in a complex retail, visitor or event management environment A passion for seeing delivered, and continuously building upon, high standards of service for the visitor experience including listening, resolving and learning from experiences A positive, practical and flexible approach to the operational challenges that inevitably emerge with managing the operations of an organisation that has multi-activities scheduled at the same time A sensible, organised approach to the management of a flexible-rota system, using resources appropriately to manage the operational requirements of activities, demands and exhibition programmes Commercial experience, and an appreciation of the interactions between finance, operations and service Experience in the recruitment, development, training and management of individuals (staff and volunteers) to ensure that they feel valued and committed to the vision of Firstsite and are equipped with the skills and support across the whole visitor experience spectrum Willingness to study for and pass the SIA security qualification Appropriate educational and academic achievements

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