Sessional Venue Staff (Islington Assembly Hall – bar, cloakroom, box office)
- Service area: Community Wealth Building
- Grade: LLW – £13.15 per hour
- Reports to: Bars and Duty Manager
- Your team: Islington Assembly Hall
Our mission
We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive. To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out ‘CARE’, which is what we think public service is all about.
Watch our video to hear more about our mission and how you can help us achieve it from the Leader of the Council, Cllr Kaya Comer-Schwartz.
Please note, the responsibilities below cover all available roles as Sessional Venue Staff. You would not be expected to take on all the roles. You can let us know which roles you are interested in in your application or at interview stage.
Key responsibilities – Bar staff
- To deal with customer queries in a professional manner, escalating complaints to the Bar Supervisor, as appropriate.
- To liaise with the Bar Supervisor regarding any refunds/wastage/stock issues.
- To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder.
- To assist with correct storage of deliveries and bring stock to and from the storage areas and prepare the bars for the event. To act as a runner, moving bar products to & from cellar to the venue.
- To serve customers efficiently and to the highest professional standards, taking care not to waste any product.
- To have a good knowledge of products and drinks related to the bar. To handle cash and take card payments.
- To accurately use the EPOS till & ordering systems and venue bar app.
- To liaise with the Bar Supervisor regarding any service refusals and keep a record of any refusals that take place using the Refusal Log.
- To clear the bars and hall after the events, following health and safety guidelines at all times.
- To act responsibly, taking every precaution to protect the venue premises licence, for example operating the challenge 25 policy.
- To carry out duties and responsibilities in accordance with the council’s commitment to customer service excellence and ensure compliance with the customer care standards.
- To sign in and out accurately at the start and end of shifts.
- To ensure high standards of cleanliness throughout the bars.
Key responsibilities – Cloakroom
- To efficiently run the cloakroom, ensuring correct processes is followed for a smooth customer experience.
- To deal with customers in a professional manner, escalating complaints or issues to the Bar Supervisor or venue staff as appropriate.
- Completing a report at the end of the shift, accurately reconciling cloakroom tickets printed and money taken, providing reasons for any inaccuracies.
Key responsibilities – Box Office
- To compile ticketing information relating to the event for the Duty Manager and provide a ticketing manifest including final advance sales, proactively contact ticket agents on phone and email to obtain all the information required for the smooth running of the box office.
- To use Qflow scanning system to upload ticket agents’ barcodes and proactively contact ticket agents if barcodes have not been received.
- To manage COBOs or dupes pertaining to the event and to reconcile the total amount on a weekly basis.
- To prepare and manage the guest lists, accessible area list and any passes or wristbands pertaining to the event when required.
- To handle cash and take card payments for ‘on the door’ ticket sales and keep a record of these payments using Qflow and the Box Office Event Report. To accurately record contact information for customers buying tickets on the door.
- To deal with customer queries in a professional manner, escalating complaints to the Duty Manager as appropriate.
- To maintain good communication with internal staff and the venue hirer, including promoter representatives and the venue Duty Manager, ensuring capacities are adhered to at all times.
- To liaise with the Duty Manager regarding any refusals on the door and keep a record of any refusals that take place using the Refusal Log.
- To record positive and negative feedback received at the box office and include this in the Box Office Event Report, to help Islington Assembly Hall continuously improve the service it offers.
- To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder.
- To comply with GDPR law, ensuring all customer information is disposed of properly, using the confidential waste bins.
- To competently use Excel, One Drive and ticketing platforms to produce ticketing reports.
- To serve customers quickly, efficiently and to the highest professional standards
- To handle cash and take card payments for ‘on the door’ ticket sales and keep a record of these payments using Qflow and Excel.
Compliance – all roles
- Ensure legal, regulatory and policy compliance under GDPR, Health and Safety and in area of your specialism identifying opportunities and risks and escalating where appropriate.
- The postholder will be required to work weekend, late-night and early-morning.
- To be committed to the Council’s core values of public service, quality, equality, and empowerment and to demonstrate this commitment in the way duties are carried out.
- To ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation.
- To carry out duties and responsibilities in accordance with the Council’s Health and Safety Policy and relevant Health and Safety legislation.
- To carry out other duties commensurate with the grade.
Work style:
Frontline Role – Shift patterns vary but a standard shift is usually 5.30pm-12:30am. There may be times where longer shifts are required depending on the needs of the event.
Person specification
You should demonstrate on your application form how you meet the criteria. Please ensure you address all the criteria as this will be used to assess your suitability for the post.
Experience
Essential Criteria:
- Experience in a similar role (bars, box office, cloakroom)
- Experience of providing exceptional customer care
Skills
Essential Criteria:
- Excellent inter-personal skills with the ability to form productive, professional working relationships with a diverse range of individuals and groups.
- Ability to make sound and timely decisions and find solutions to problems, using initiative and good judgement at all times.
- Ability to work to the highest standards, juggling competing priorities and demonstrating resilience to pressure and retaining due professionalism at all times.
- Excellent organisational skills and a high level of attention to detail including good numeracy.
- Bar post would require product knowledge including drink names and brands and knowledge of industry standard apparatus.
- An understanding of the statutory requirements associated with venues and event management, including relevant licensing laws.
- Available to work early mornings, late nights and weekends when required.
Our accreditations
Our accreditations include: the Healthy Workplace award; Timewise; London Living Wage Employer; Disability Confident Committed; The Mayor’s Good Work Standard; Stonewall Diversity Champion; and Time to Change.
