Royal Melbourne Show - Information Booth Supervisor

Summary about this job

Detail information about job Royal Melbourne Show - Information Booth Supervisor. Terms and conditions vacancy

Sidekicker are managing the staffing for the Royal Melbourne Show on behalf of RASV (22nd September - 2nd October).

Whats Sidekicker you ask?

Sidekicker is home to Australia and New Zealand’s friendliest and hardest-working workforce, known as Sidekicks.

We offer thousands of unique and exciting shifts (like this one) to Sidekicks every month in hospitality, promotions, events, business admin, and retail/warehousing which can all be found and applied for via an easy-to-use mobile app.

We are looking to fill the following Information Booth Supervisor position:

The Information Booth Supervisor will be accountable to the Customer Service Manager.

The purpose of the role is to oversee efficient management of the assigned information booth ensuring team members are well managed and supported and that all visitors are receiving efficient friendly assistance supported with thorough knowledge of the Show.

Key responsibilities

• Attend Supervisors briefing at the start of each shift and report any issues or concerns that need to be addressed to Customer Service Supervisor
• Collect keys and two-way radio if on the opening/AM shift
• Lock information booth, return keys and equipment if on the closing/PM shift
• Be the “face” of the Show and to provide visitors to the Show with an exceptional impression and service, being proactive and to ensure the visitor experience is the same for 11 days of the Show
• Demonstrate ownership of the information booth and ensure the booth is kept clean and orderly at all times, including being appropriately stocked with stationery supplies, maps and wristbands - advising Customer Service Supervisor if any stock levels are getting low (making sure information booth is prepared at the end of the day for the following day if on the closing/PM shift)  
• Assess and implement queue management to ensure efficient and friendly service to all visitors when necessary
• Use initiative to overcome any arising issues and report to Customer Service Supervisor
• Review and confirm rostered staff are in attendance at shift times and advise Sidekicker site office of any variances and provide staff performance feedback daily to Customer Service Supervisor and Sidekicker project site team
• Oversee and monitor staff/team performance dealing with or reporting any issues that need to be addressed
• Coordinate and monitor appropriate break times of staff/team within assigned information booth
• Demonstrate good leadership skills and support to staff/team in assigned information booth
• Monitor and assist staff in the information booth when issuing ride redemption passes or the selling ponchos or the hiring of wheelchairs.
• Be knowledgeable in the process for ride redemption.
• Efficiently process extremely large volumes of pre-purchased e-tickets which are being redeemed for ride passes this includes the scanning of barcodes and “loading” the correct dollar amount onto the ride pass through the system provided  
• Accurate processing, recording and filing of e-tickets for reconciliation at the end of the day.  
• Reconciliation of cash register, e-tickets from ride redemption e-tickets at the end of the day if on closing/PM shift
• Manage any complaints or issues regarding redeeming of ride voucher  – knowing when to escalate issue to the Customer Service Supervisor or Customer Service Manager
• Selling of wet weather ponchos as required using cash register system provided – appropriate monitoring of ponchos in storage, advising Customer Service Supervisor if stock level is getting low.
• Hiring out of wheelchairs in the information booth, taking payments, recording credit card details to ensure Wheelchair Hire agreements are completed with detailed information
• Ensuring all wheelchairs are returned to the information booth at the end of the day if you are on the closing/PM shift.
• Diplomatic handling and recording of complaints and feedback, and knowing when to escalate the issue to the Customer Service Supervisor or Customer Service Manager for assistance
• Create a culture of friendly, happy and helpful service, supporting team to deliver superior customer service to patrons with a positive attitude
• Be knowledgeable in procedures where customers are in a distressed state or may require first aid assistance
• Liaise with the police, security, customer service staff and relevant personnel at appropriate times as required
• Be aware of basic OH&S Issues and appropriate reporting to the Event Management Centre (EMC)

Essential Skills & Experience:

• Ability to demonstrate exceptional leadership skills
• Excellent interpersonal and verbal communication together with first class customer service skills.
• Results and process oriented
• Confident problem solving and numeracy skills.
• Experience in office administration procedures and telephone protocol
• Excellent organisation skills.
• Ability to work well in high pressured and time pressured environments – coping with long queues of customers without getting flustered
• Cash handling experience and cash reconciliation
• Good processing skills, ability to learn procedures quickly and manage efficiently - To be prepared to process large volumes of e-tickets through the ride redemption system with most customers who enter the Show having pre-purchased these vouchers
• Ability to manage a team under busy and at times stressful conditions
• Ability to work as part of a team and individually
• Previous use of a cash register and EFTPOS machine
• Patience and the ability to assist people in a distressed state
• Diplomatic handling of complaints and knowing when to escalate the issue to the Customer Service Manager, appropriate use of resources available
• Awareness of basic OH&S issues and appropriate reporting to Event Management Centre (EMC)
• Ability to promote a culture of friendly, happy and helpful customer service staff representing the Royal Melbourne Show.
• Clear and precise understanding and use of the English language

Qualifications & Knowledge:

• Previous event experience beneficial
• Demonstrated knowledge of general office procedures and administrative activities.
• A knowledge of the Royal Melbourne Show, competitions and / or agriculture would be highly desirable
• Previous use of a two-way radio would be beneficial
• To have successfully completed the 2018 Royal Melbourne Show online induction
• To have a valid working with children check
• Personal Attributes:
• Good leadership skills
• Calm demeanour
• Sound and accurate judgement
• Ability to perform in a high pressure, time – critical environment.
• Drive and initiative with a strong work ethic and a commitment to being the best you can be.
• Flexible and cooperative attitude along with a willingness to support and adapt to change.
• Collaborative, open and engaging demeanour.
• High level of attention to detail.
• A professional telephone manner.
• Enthusiastic, highly motivated and energetic with a sense of humour.
• Diligent & honest
• Punctual & reliable.

Those not available for the duration of the show need not apply

We look forward to hearing from you!