Part-Time Receptionist Job Description and Person Specification
JOB PURPOSE:
To deliver excellent customer service providing a professional, polite, welcoming and efficient face for all
the activities of the Actors Centre and to take responsibility for promoting and marketing the Actors Centre
and its workshop programmes.
SHIFT SPECIFIC DUTIES:
The hours of working will rotate round three defined shift patterns (shown in yellow, green and orange)
and it is essential that these patterns be maintained as far as possible to ensure staff hours are kept to 77.5
hours over a three week period or approximately 26 hours per week.
Mon
09:00 to 14:00
17:00 to 23:00
09:00 to 17:00
5
6
Tue
5
6
Wed
5
6
Thu
5
6
Fri
Sat
5
6
Sun
6
8
8.5*
Total
hours
24
28
25.5
*9:30 to 18:00 on Sunday
All shifts will involve a combination of the following job areas. Staff will be expected to be knowledgeable
and competent in all duties.
Salary Range: £11,000 to £11,500 per annum
Reception
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Meet and greet all staff, tutors, members, clients and guests as they arrive
Manage the sign-in sheets and the workshop sheets at the front desk so accurate records of who is
in the building, for what purpose and at what time are kept
Answer the phones and act as switchboard for incoming calls, regularly checking Reception,
Bookings Office and Box Office voicemail boxes
Take and communicate accurate messages for staff, tutors and clients
Communicate workshop information to members as requested by the Admin Manager,
Membership Manager or Creative Programme Director
Track and note all call records and workshop messages to ensure efficient communication and
excellent customer service
Handle general enquiries about the Actors Centre and its activities
Direct members, guests, clients and tutors efficiently around the building and to relevant staff
Communicate important information for the following shifts via the appropriate method to ensure
the smooth running of front-line services at the Actors Centre
Keep the Admin Manager apprised of any procedural or customer issues arising during the shift
Operate as central point for incoming and outgoing mail
Open general post and distribute to relevant staff
Apply stamps to any outgoing post and deliver to post box at the end of your shift
Bookings
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Process all workshop bookings accurately and efficiently through Salesforce and the till
Communicate booking-related information to members, including payments, date changes etc as
directed by the Admin Manager, Membership Manager or Head of Creative Programming
Assist the Admin Manager or Duty Manager in reconciling all shift transaction reports
Handle email and phone booking enquiries and requests
Set up and generate search information within Salesforce
Generate printed workshop and studio sheets
Box Office
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To take an active interest in the Tristan Bates Theatre’s programme and communicate it to
audiences
Act as box office for the TBT, selling and processing tickets on the door and in advance, including
company comps
To respond to phone and email enquiries and ticket requests
Process all ticket and programme/merchandise sales accurately and efficiently through Salesforce
and the till
Accurately update Salesforce with door sales after the performance has started
Assist the Admin Manager or Duty Manager in reconciling box office reports
Marketing/PR
 Be aware of the Actors Centre’s policies, strategies and style guides related to promoting and
marketing the organisation as a whole along with its specific programmes/projects and take a
proactive approach at implementing these.
 Liaise and take instruction from key staff in the promotion/sign up of new members
 Tidy up the publicity areas and keep stocked up with leaflets including the green
room/shelves/reception/quiet area/noticeboards and reception area.
 Be responsible for giving out workshop feedback forms to tutors and ensuring their return.
 Other marketing duties as and when required.
GENERAL DUTIES:
Health and safety responsibilities
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To assist in the evacuation of the building should it be deemed necessary
Ensure security of front desk area at all times
Open and close the building in a secure and safe manner according to established procedures and
agreed times
Keep the reception area in a safe and tidy condition
Maintain accurate records of persons in the building at all times, including audience numbers in
theatre where required
Administration
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Undertake routine administrative work at the reception desk in support of other departments
Assist the Admin Manager and Membership department in processing new members applications
as required
Play an active role in communicating important information and paperwork to and from reception,
and between shifts according to established procedures, including email
Take responsibility for ensuring personal knowledge of information and procedures is accurate and
up to date
Attend team meetings as requested
Contribute to the Reception and Bookings manual and procedures as requested
Ensuring that marketing material is on display at reception and Green Room and that this material
is kept in a tidy manner as all times
LINE MANAGEMENT:
This position is line managed by the Admin Manager who is deemed their representative in health and
safety matters and out of hours by the Duty Manager.
PERSON SPECIFICATION:
Essential Criteria:
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A confident, calm and highly professional manner and attitude in all customer service related
situations
Attention to detail in all administrative matters
Accuracy in all information processing activity
Good numeracy and ability to perform cash-up procedures
Advanced computer skills and database experience
Excellent telephone manner
Excellent standard of written and spoken English
Good performance under pressure
Good team player
Ability to take responsibility for health and safety procedures
Mature and responsible attitude to employment
Desirable Criteria:
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Experience and understanding of Salesforce
Experience in Sales and/or Marketing
First Aid qualifications
An interest in and a working knowledge of the acting profession
Previous experience of front of house or reception work