JOB DESCRIPTION. The Arts 18,294. General Manager

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1 JOB DSCRIPTION POST TITL: DPARTMNT: HOURS: SALARY RSPONSIBL TO: MAIN PURPOS: Bookings & Participant Liaison Officer, Dartington International Summer School & Festival The Arts 37.5 hours per week (with longer hours and additional days in immediate run-up to and during the Summer School & Festival period) 18,294 General Manager This role forms part of the Dartington International Summer School & Festival team whose role it is to promote, sell and deliver courses and events and maximise every opportunity to grow audiences and revenue. Management of programme enquiries, courses and concerts, and accommodation bookings, payment processing, banking fee income and the updating databases with accurate information. Meet, greet and host all visitors and artists and provide a high standard of customer relations. As a member of the Arts Team you will be expected to contribute to the effective operation of the whole Arts programme as and when required. KY RSPONSIBILITIS: 1. Communication and Working Relationships 1.1 Act as the main point of contact for all Summer School & Festival enquiries, bookings and processing sales from initial enquiries and bookings through to completion of the annual programme. 1.2 Act as the main liaison officer with Dartington Accommodation & Catering Services (DACS) to ensure accommodation and catering arrangements are understood and met. 1.3 Work closely with the General Manager on fee income and support the Marketing Manager on major sales initiatives. 1.4 Work collaboratively with the core Arts team and temporary staff and volunteers to support and deliver the day-to-day operations. 1.5 Communicate and promote the programme to all customers and identify and activate opportunities to upsell.

2 1.6 Meet, greet and host all visitors and artists and provide a high standard of customer relations during the Summer School & Festival. 1.7 Nurture existing relationships with customers to deliver high levels of customer satisfaction and maximise sales from year to year. 2. Planning and Organisation 2.1 Manage enquiries, bookings, payment processing, banking fee income and the updating databases with accurate information. 2.2 Be responsible for ensuring booking processes are customer-focused and efficient. 2.3 Be responsible for ensuring that all data relating to bookings is communicated to the relevant teams and departments within agreed timeframes. 2.4 Identify and respond to opportunities to increase sales and revenue working collaboratively with the Marketing & Sales Manager. 2.5 Contribute to future planning through reporting and analysing customer feedback and booking patterns and trends. 3. Administration 3.1 Produce accurate, timely sales reports and present them to key team members and finance colleagues. 3.2 Manage the bookings systems to ensure accurate capture of bookings and participant data. 3.3 Support the Marketing & Sales Manager and the Cinema & Box Office Co-ordinator to increase audiences and to improve data collection, audience segmentation and analysis to improve experiences and numbers. 3.4 Manage all customer and client data in accordance with data protection protocols. 3.5 Manage and process customer complaints in accordance with agreed procedures and ensure future programming and marketing benefits from this knowledge. 4. Finance and Resources 4.1 Work towards achieving agreed targets for Summer School & Festival courses & concerts and accommodation bookings. 4.2 Be responsible for the processing and banking of all fee income and revenue relating to the programme. 4.3 Reconcile/prepare all incoming cash and credit/debit card bookings for banking.

3 Supervision and Leadership 4.4 Deputise for the Summer School & Festival Programme Manager during any absences. 4.5 nsure members of the Arts team, are well briefed in enquiry and booking procedures so they can deal with bookings in busy times or your absence. 4.6 Supervise temporary staff or volunteers working within your area of responsibility. 4.7 Act as a duty manager during agreed periods throughout the Summer School & Festival. 4.8 nsure the safe and correct use of all equipment by you and any colleagues you are responsible for. 4.9 Take lead responsibility for ensuring that an up-to-date safeguarding policy is in place and that it is implements by all throughout the run-up and delivery of the programme. 5. Policy and Research 5.1 Analyse data and evaluate customer feedback to inform future sales, marketing and planning and work closely with the Cinema & Box Office Co-ordinator and the Marketing & Sales Manager to ensure good use of the findings to boost participants and audience satisfaction and numbers. 5.2 Maintain a good understanding of Health and Safety, Data Protection and Safeguarding. 6. General 6.1 Provide excellent customer service with internal and external customers (showing leadership through creative problem solving, a positive can do attitude and a willingness and desire to ensure all who come into contact with the Arts team have the best possible experience). 6.2 Take responsibility for own work with an uncompromising attitude to meeting agreed deadlines. 6.3 Seek and implement improvements to the efficiency of systems and services provided by this post. 6.4 Promote anti-discriminatory practices in all work undertaken. 6.5 Have a good understanding of the purpose, values and strategy of Dartington. 6.6 Undertake training and development relevant to the role.

4 6.7 Actively take part in annual performance reviews and regular 1-2-1s with your Line Manager. nsure you are clear on your role and objectives and take advantage of development opportunities provided. 6.8 Be responsible for your own health and safety and that of colleagues, volunteers and customers within your responsibility or affected by your work. 6.9 Work within all Dartington s published policies and procedures. This document outlines the duties required for the post to indicate the level of responsibility. It is not a comprehensive or exclusive list. Duties may vary from time to time, but not such as to change the general character of the job or level of responsibility.

5 SKILLS PRSON SPCIFICATION Bookings & Participant Liaison Officer Dartington International Summer School & Festival xcellent verbal communication skills and telephone manner xcellent customer care skills Ability to remain calm and effective under pressure xcellent organisation and time management skills and ability to work on own initiative xcellent ICT skills including all Microsoft applications Good numeracy and written communication skills with excellent attention to detail xcellent interpersonal and people management skills Database use for bookings SSNTIAL/ DSIRABL KNOWLDG Knowledge of administrative procedures in a busy office environment Knowledge and experience in ICT including all Microsoft applications Knowledge of and interest in classical music and the Arts generally Knowledge of PDQ and banking procedures D XPRINC Proven experience of working in a sales & marketing environment Proven experience of working with databases and booking systems Proven experience of good customer care skills xperience of working in an Arts environment QUALIFICATIONS Good level of general education including GCS nglish and Maths or equivalent An Arts-based degree Willingness to have a DBS check and attend safeguarding awareness training D

6 First Aid Certificate or a willingness to train GNRAL RQUIRMNTS Helpful, approachable, collaborative and creative A passion for the Arts Willingness to undertake further training and contribute to a learning culture Mature attitude knows own abilities and limits Ability to drive and full, clean, driving licence Have access to a vehicle Proactive, self-starter with an entrepreneurial spirit Ability to motivate self and others and be proactive and willing to take responsibility and be accountable for results Ability to talk passionately and with authority about Dartington purpose, values and work Willing to travel and work in locations as required Willing to work outside of normal working hours