Job Description
Job Title: Retail Supervisor
Responsible to: Bars Manager
Responsible for: Retail staff
Bristol Music Trust
Launched in May 2011 the Bristol Music Trust is a new and exciting independent charity with two distinct aims.
The first is to manage the operations of Colston Hall, Bristol’s largest concert venue, where people have been enjoying music since 1867; developing a diverse musical programme, leading a major capital refurbishment programme and securing its commercial success. The Hall presents a wonderful opportunity to build a diverse Music & Arts Centre; comprising a traditional concert hall, a smaller intimate hall and an inspiring newly built foyer.
The second aim is to drive forward music across Bristol; working in partnership with city wide organisations; leading on musical education, commissioning new works, supporting local musicians, and promoting music across all communities to build on the vibrant talent already in the city. Much more, we want the Bristol music scene to stand out with its own unique culture and internationally renowned reputation.
Bristol Music Trust’s vision is to put music at the heart of Bristol life, and to lead a strategic, holistic, citywide approach to promoting music so that it flourishes through performance, composition, participation and education.
Customer Service Team
The Customer Service team is led by the Head of Customer Services and responsible for Colston Hall’s Box
Office and Front of House. The work of the team is varied and covers all aspects of a customer’s experience, when visiting the Colston Hall. It is essential that excellent customer service is provided at all times. The
Colston Hall staff work extremely hard to maintain and improve the level of service we offer to our customers. Our regular questionnaires show high customer satisfaction. This increased from 86% of customers surveyed being satisfied with our service in 2009, to 94% in 2013. Our customer focus has paid off with the staff at Colston Hall being very successful in achieving awards for excellent customer service, and we are constantly looking for new ways of improving our services.
Purpose of the Job
Provide supervision of the retail team, taking responsibility for the operational management of the bars and retail outlets in the absence of the bars manager. To maintain the bars and retail outlets at Colston Hall, ensuring they are clean and ready for service. To support the Bars Manager and Customer Service team in ensuring that high standards of customer service and care are maintained at all times, and to maximise income generated.

Key Responsibilities
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Operational management of the Colston Hall bars and retail outlets (e.g. programme sales) to ensure an excellent level of customer service at all times, motivating retail staff to perform well and meet service standards and sales targets required.
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Supervision of retail staff to include: ensuring staffing levels are at pre-arranged numbers and, when required to do so, carrying out rostering of staff for specified shows; monitoring of staff performance, reporting to the Bars Manager on standards achieved and developments required.
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Effective delegation to the retail team as required.
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Training of retail staff to ensure they are able to perform their roles effectively and confidently.
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Assist the Bars Manager in the ordering of bar supplies, advising on stock levels, and other administrative duties.
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Responsible for monies taken, ensuring accuracy at all times and ensuring correct procedures are followed for cash handling.
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Ensure the maximisation of income for Colston Hall.
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Ensure that output and quality of work is of a high standard and complies with current legislation / standards.
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Interact with the House Manager and team as well as other members of the Colston Hall staff as required, to ensure an efficient service is delivered, which is responsive to customer needs.
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Ensure all staff comply with current health and safety regulations.
Employee Specification:
Essential – The role holder must have the following:
LEADERSHIP & MANAGEMENT
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Ability to organise own and others activities.
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Provides professional management of a team with a well defined staff group which deals mainly with issues that occur regularly.
HEALTH & SAFETY
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Has a working knowledge (theory and practice) of Health & Safety regulations, requirements and guidance in accordance with food hygiene and bar regulations.
COMMUNICATION
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Is able to exchange basic information in a courteous and effective manner to peers, line managers and customers
NUMERACY
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Is able to understand spreadsheets, process numerical information and communicate this information to other key members of staff.
ADAPTABILITY & FLEXIBILITY
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Is receptive or contributes to new ideas and approaches and adapts accordingly.
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Ability to handle conflicting priorities and deal with unusual incidents.

CUSTOMER SERVICE
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Understands customer needs and provides customer satisfaction.
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Is able to give timely advice in response to enquiries from customers and direct team members accordingly.
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Effective delegation, performance, monitoring and motivation of the team.
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Seeks ideas and input of colleagues in own and other teams to make best use of team expertise and improve team performance.
PLANNING & ORGANISATION
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Workload delivered within deadlines and to agreed standards.
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Making medium plans for a whole team.
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Responds positively to changing priorities and can re-plan accordingly.
Desirable
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To have worked in a bar/nightclub/hotel/FMCG environment in a similar position.
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To have an awareness of ‘Prove It’ and ‘Challenge 25’.
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Understanding and awareness of diversity and equality protocols.
Special Conditions
By the nature of this post, you will be required to work a mixture of daytimes, evenings and weekends. Your shift pattern will be agreed in advance with your line manager in accordance with the requirements of the
Bristol Music Trust.
Other Duties
The role holder will carry out any other duty that is reasonably required.
Your usual place of work is Colston Hall, Bristol, but you may be required to work at other locations that are reasonably placed.
Date Created / Modified: February 2014.
Created by: Christine Swain, Head of Customer Service Approved by: Marguerite Jenkin, F&A Director

Outline of Terms and Conditions
TITLE OF POST: RETAIL SUPERVISOR
HOURS: This post will be offered on an annualised hours contract basis, with
900 hours per annum. Applicants must be available to work flexibly and you will be required to work evenings and weekends and occasionally during the day.
To effectively run a concert venue with a diverse programme, staff
SALARY: are expected to work flexibly to meet the requirements of their role.
As a consequence, shift patterns and their start and finish times will often vary and you may be required to work outside of the standard business hours.
As a guideline only, typical shifts are 4 - 5 hours in length, and the standard business hours for Bristol Music Trust are 7am – 11pm,
Monday – Sunday.
Bristol Music Trust will normally prepare and circulate in advance a rota to notify you of the days/hours you will be required to work.
£14,500 pro rata
HOLIDAY 32 days holiday (including 8 days bank and public holidays) per year pro-rata. Under Working Time Regulations you must take 28 days holiday (pro rata) per year, and to ensure appropriate breaks, it is advised you take holiday regularly.

Application Procedure
Please complete the Bristol Music Trust application form available online at www.colstonhall.org/jobs .
In the section of the application form entitled “Further information”, please make sure you explain how your skills, knowledge and previous experience, whether paid or unpaid, are relevant to this post and how they meet the criteria listed on the employee specification in the job description by giving practical examples.
The closing date for applications is 5pm Wednesday 2 nd April 2014.
Please submit your application using one of the following methods:
E-mail: bristolmusictrust@colstonhall.org
Post:
(quoting “Retail Supervisor” in the subject line)
HR Administrator, HR Department, Bristol Music Trust, Colston Hall, Colston Street, Bristol, BS1
5AR
Bristol Music Trust will then draw up a short-list of candidates to invite for interview. If your application is successful you will be contacted to attend an interview week commencing 14 th April 2014 .
Bristol Music Trust is committed to being an Equal Opportunities Employer