AUSTRALIAN CENTRE FOR CONTEMPORARY ART
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POSITION: Visitor Services and Volunteer Program Manager
EFT: Full time
REPORTS TO: Executive Director
POSITION PURPOSE
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To oversee ACCA’s visitor services, maintaining a friendly and efficient front of house. To oversee casual front of house staff and volunteers to ensure high standards of presentation and security in galleries and other public spaces. To develop and oversee ACCA’s volunteer program.
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MAIN AREAS OF RESPONSIBILITY
1. Front of House and Reception
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Coordinate all front of house and reception operations, maintaining a professional and welcoming interface with ACCA’s audiences. This includes:
• Ensure a friendly reception and high standards of service for all visitors passing by the front desk
• Act as first point of contact for all enquiries, maintaining efficient and consistent telephone reception
• Maintain front of house procedure manual for volunteers and staff
• Maintain systems for sale, presentation and distribution of catalogues and other publications
• Maintain stock and records for publication sales
• Maintain up to date press files in consultation with ACCA’s Publicist
• Maintain audience attendance figures
• Maintain system for cloaking and safely storing bags and other items at reception
• Meet teachers with school and tertiary groups at reception, and assist Education staff to manage and direct them as required
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2. Gallery and Public Spaces
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In consultation with exhibition management staff, ensure that high standards of presentation and safety are maintained in exhibition galleries. This includes:
• Ensure that exhibitions are turned on before the public arrives each day, and switched off after the gallery is closed
• Undertake regular checks to ensure exhibits and hardware are functioning correctly, and liaise with exhibitions team in the event of malfunction or damage
• Oversee implementation of security procedures and standards to be implemented by invigilation staff
• Ensure high level of safety and cleanliness are maintained in public spaces, including foyer and toilets.
• Ensure the rubbish and recycling bins are taken out to the street on appropriate days
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3. Volunteer Program
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Develop and oversee ACCA’s Volunteer Program to encourage high work standards, team engagement and professional development opportunities. This includes:
• Coordinate and oversee volunteers undertaking activities including regular front of house, events and mailout duties
• Implement Volunteer recruitment drives as required, including interviewing and assessing potential volunteers in consultation with other ACCA staff
• Oversee training, contracts, professional development and work standards for Volunteers
• Coordinate volunteer training events including exhibition briefings in consultation with relevant staff
• Maintain volunteer rosters
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4. Casual Front of House staff
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Coordinate and oversee Front of House staff including Invigilators, Weekend Front of House Coordinators and Coffee Cart staff.
• Oversee training, contracts and rosters for Invigilators, ensure that they are well briefed and maintain communication protocols with them
• Regularly liaise with weekend front-of-house staff to ensure good communication and consistently high standards of customer service
• Oversee and regularly liaise with the cafe supervisor to ensure consistent standards of product, customer service and commercial viability of the coffee cart
• Undertake annual performance reviews with casual front of house staff
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5. Other
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• Monitor coffee cart, bookshop and volunteer budgets
• Attend Front of House Committee meetings and provide papers and reports as required
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KEY SELECTION CRITERIA
Professional competencies
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• Experience in a front of house, customer service or reception role essential
• Experience overseeing volunteers and/or casual staff preferred
• Experience working in an art gallery environment desirable
• Sales skills, including operating a cash register and processing credit card transactions
• Strong computer skills including proficiency in Word, Excel, Illustrator,Photoshop & Acrobat
• Proficiency operating audio visual equipment
• Basic design and layout skills
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PERSONAL ATTRIBUTES
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• Demonstrated understanding of and commitment to high level customer service; with proven sensitivity to the requirements of diverse audiences
• Friendly, confident and professional manner
• Ability to lead and inspire others
• Organised, efficient and methodical approach with a strong attention to detail
• Demonstrated commitment to, and interest in, contemporary visual culture
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