Job Title:
Visitor Services Assistant
(Cinema Usher & Gallery Invigilator)
Reporting to: Visitor Services Manager
Job Purpose
 Delivery of the highest possible levels of customer services
 Demonstrate and deliver QUAD’s core values to customers
 Oversee all aspects of audience activity in the gallery and cinema spaces
 Ensure the effective communication of all necessary information to peers, team management and
visitors
 Act as part of the legally required operational Visitor Services team in the venue.
 Essential in the emergency management plan
Operational Responsibilities:
 Positive, proactive and friendly welcome to QUAD.
 Acting as part of the rostered operational Visitor Services team ensuring delivery of exceptional
standards.
 Ensuring that all feedback and visitor comments are reported to the team management staff.
 Responsibility for ensuring that the spaces are fully checked, prepared to open, re-set for further
activity and closing procedures are completed:
 Full reporting of any defects or operational difficulties discovered during checks.
 Responsibility for the safety and security of the public in the area of operation as part of the duty
team
 Ensure compliance of all day to day operational procedures as instructed by the Visitor Services
management team
 Ensure that all housekeeping and building maintenance observations are fully reported to the duty
management team.
 Ensure compliance of all health and safety procedures as instructed by the Visitor Services
management team.
 Following instruction from the management team, ensure the correct room set up of all required
functions and events within QUAD’s operational spaces.
 Following training, and with instruction from the management team, ensure compliance with all
necessary legislation including Access, Diversity and the Disability Discrimination Act.
 Following training to adhere and abide by the legal responsibility of the film certification rules and
guidelines and to act upon any infringement of this law.
 Provide guidance and information within the gallery and cinema spaces in order to ensure that the
customer experience is exceptional.
 Where necessary provide assistance with the use of the quick ticket machine in the Ground floor
foyer
 Provide assistance in the sales and reconciliation of Front of House stock or merchandise
 Present an active and motivated approach to this role at all times
 Attendance to any rostered cinema or building briefings
 Completion of all relevant ongoing training
 Complete any other reasonable tasks as instructed by the management team
Person Specification
E = Essential Criteria
EXPERIENCE
E At least 1 years experience of working face to face with the public
Experience of working as part of a team
KNOWLEDGE
E Understanding of customer care principles and policies
Knowledge of Health and Safety policy and procedure
SKILLS
E Articulate with excellent communication skills
E Ability to handle people and situations with sensitivity, tact and diplomacy
E Ability to evaluate situations confidently and follow appropriate procedure
Willingness to approach visitors in a friendly and professional manner and talk confidently about
exhibitions, films and the arts
Ability to identify individual needs and offer advice and assistance to ensure an exceptional customer
E
experience
E
E Confidence in coordinating and directing large groups of people quickly and efficiently
Initiative to create positive solutions to unforeseen problems and make responsible and confident
decisions with the supervision of management
Willingness to complete practical tasks in line with the role
PERSONAL QUALITIES
E Committed to working in the arts with an ability to work as part of a creative team
E Ability to build strong, mutually-supportive and professional relationships with other staff members
E Flexible approach and ability to work unsociable hours
Well organised and able to manage multiple priorities
EQUALITIES
E Understanding of and commitment to equal opportunities, diversity and access