position descriptioncareers.logan.qld.gov.au/position_description/721/pd... · 2019. 7. 24. ·...
TRANSCRIPT
Document Number: 6118442 1
Position Description Casual Front of House Team Member Leisure Centres Sports, Leisure & Facilities
Document Number: 6118442 2
ABOUT THE SPORTS, LEISURE & FACILITIES BRANCH
Growth
Diversity
Service
The Spor t Leisure & Facilit ies Branch p rovides
ser vices sup por t ing com m un it y w ellb eing
t hr ough t he p r ovision o f ent er t ainm ent , ar t s,
spor t , com m un it y f acilit ies and associat ed
act ivit ies.
These ser vices are p r ovid ed t hr ough 5
p rogr am s, nam ely:
Branch Management Program
Provides over all m anagem ent t o t he b ranch in
r esp ect t o t he ar eas of f inancial d ir ect ion ,
cust om er ser vice, leader sh ip & cult ur e and
ser vice deliver y.
Leisure Centres Program
To b e nat ionally r ecogn ised f or p rovid ing
p ro f essionally m anaged venues d eliver ing t he
h ighest qualit y, innovat ive aq uat ic, sp or t and
event exper iences t hat also engage t he Logan
com m un it y in an act ive, f un , healt h and saf e
environm ent .
Community Infrastructure Program
To const r uct and m aint ain Com m un it y
In f rast r uct ur e and f acilit ies, t o p r ovid e saf e and
operab le build ings and sp or t ing f acilit ies,
p rovide t echn ical ad vice, p r o ject m anagem ent
and st r at egic asset m anagem ent .
Logan Entertainment Centre & Community Venues Program
Manage Venues t o deliver and d evelop even t s
o f a Civic, Cor por at e, and Com m un it y,
En t er t ainm ent or Ar t ist ic nat ur e in a saf e,
sust ainab le and engaging m anner .
Sport & Recreation Program
Plan , d evelop , and connect t o ach ieve a healt h
Logan t hr ough spor t & r ecreat ion
Document Number: 6118442 3
TITLE:
Casual Front of House Team Member
POSITION NUMBER(S):
Beenleigh Arena
15350, 15358, 15372, 15623, 15390
Logan Metro Indoor Sports Centre
15357, 15360, 15366, 15374, 15391, 5388, 5390, 15392, 15348, 15349, 15352, 15353, 15354, 15355, 15362
Logan Metro Health and Fitness
15397
AquaLogan
5468
LEC
15603
CLASSIFICATION:
Grade 2
AWARD:
Venues and Events Local Area Agreement
REPORTS TO:
Front of House Team Leader
Aquatic Centres Program will report to the Aqualogan Coordinator; Mt Warren Park Sports Centre will report to Venue
Operations Coordinator; Position 15368 will report to the Programs and Events Coordinator; Position 15603 will report to the
LEC Business Services Coordinator, LMISC positions will report to LMISC Front of House Team Leader
JOB PURPOSE
To assist the Front of House Team Leader or Coordinator in the provision of customer service excellence. To assist with the
delivery of the FOH operations including, the effective delivery of bookings, cash handling, customer enquiries, general
customer service, cleaning and the set up and storage of equipment, operation of the FOH operating systems, administration
and marketing initatives.
EXTENT OF AUTHORITY
The position undertakes a range of specialist functions under general direction.
Document Number: 6118442 4
SERVICE DELIVERY
Provide customer service support to visitors and members and deliver customer service excellence
Assist facility user groups with the effective delivery of their programs, events or services
Operate the FOH and point of sale operating systems in accordance with standard operating procedures and policies
Address any customer service issues or seek advice as required
Be responsible for the balancing of the FOH or POS banking at the end of shift
Ensure all cash handling and banking procedures are in accordance with Council policies
Assist with the continued development of standard operating procedures for FOH and POS operating systems
Assist with and coordinate the loading of data for court hire, event bookings, ticketing and membership services
To deliver member retention and customer services strategies to ensure maximum retention of health and fitness members
Plan, conduct and carry out activities, events or initiatives for the growth of the health and fitness centre membership base
Participate as a team member and support new team members including trainees and work experience students
Provide administrative, financial and bookings support to other business units or facility coordinators as required
Provide word processing, spreadsheeting, clerical and administration support to Program Leader and coordinators, including
dictation and typing of minutes of meetings and general correspondence
Assist with the preparation of debtor invoices, raising of purchase orders and reconciliation of ledger accounts
Assist in the coordination of event bookings and venue hire contracts in an accurate, professional and timely manner
Assist with the supervision and training of work experience students and school based trainees
Assist with implementation of promotional and marketing activities designed specifically to increase awareness of the centre and
its services including digital media strategies
Performance Criteria Your performance against these responsibilities will be assessed by obtaining feedback from fellow staff, and from the Venue Management
Team on your level of active participation. In addition, your performance will be measured on your ability to actively contribute to:
Efficient delivery of events; including bookings & venue hire
The training & development of work experience students & trainees
Effective customer service; demonstrating timeliness, efficiency and professionalism at all times
Continuous improvement for processes, procedures and all duties that fall under the FOH team.
Document Number: 6118442 5
FACILITY MANAGEMENT
Assist with facility cleaning as required
Assist with maintaining a safe working environment
Be responsible for the set up and storage of sports and technical equipment and resources
Assist internal and external clients with all the delivery of high quality events
Assist hirers/customers with the coordination of resources and services for programs and events
Apply internal and external facility security measures as delegated
Performance Criteria
Your performance against these responsibilities will be assessed by obtaining feedback from fellow staff, and from the Venue Management Team on your level of active participation. In addition, your performance will be measured on your ability to actively contribute to:
Maintaining a high standard or cleanliness within the venue
Adherance to and promotion of safe work practices Effective implementation of security measures as required.
GENERAL The Council Leadership and Performance Capability Framework is used for managing and supporting performance and
development.
The appointed officer may have to undertake any other duties that are reasonably within scope of their skills, competence and
training.
Document Number: 6118442 6
KNOWLEDGE, SKILLS AND QUALIFICATIONS Demonstrated cash handling experience including float reconciliation and EFTPOS facilities is desirable. Excellent oral communication, sound level of written communication and numeracy skills are essential. Demonstrated experience with Microsoft applications (Word, Excel). Demonstrated ability to effectively work as part of a team using excellent communication and interpersonal skills.
SUCCESS PROFILE
To succeed in this role, you need experience in:
Service Delivery & Facility Management - Demonstrated experience with FOH operating systems including event
management, membership, facility bookings, POS, marketing desirable; Sound experience in a sales or customer service
environment; Previous experience working in sports centres and/or event management would be highly regarded. Experience
providing guidance and training to casual staff members and field work students highly regarded.
REQUIREMENTS & POSITION SPECIFIC CONDITIONS Possession of a current "C" class driver's licence. Current Working with Children Suitability (Blue) Card, or willingness to obtain prior to commencement is essential. Applicants must undergo a pre-employment functional assessment and be assessed as being able to meet the functional requirements of the position. Current or willing to obtain an Applied First Aid certificate. For certain positions where the incumbents will be serving alcohol, It is a Mandatory requirement that all workers must hold or be willing to obtain a current Responsible Services of Alcohol Certificate issued by the Queensland Liquor Licensing Division.
REVIEW
This position description was reviewed in July 2019 and may be reviewed again as Council’s organisation is developed or re-
structured. Any future re-organisation of duties as a result of such changes will be discussed with the incumbent officer.