Ticketing / Guest Relations Executive

Role & responsibilities

1. Be the first point of contact for all booking enquiries:

• Help visitors to book, amend or cancel general admission, event and exhibition tickets
• Respond to requests from visitors with additional access requirements and help them plan their visit
• Receive special requests such as venue hire requests or school visits, etc providing additional information about the venue to ensure groups have the best possible visit

2. Manage the Museums internal bookings and ticketing system:

• Receive and review all internal requests to book rooms or host events
• Resolve double-bookings and clashes, using initiative to offer alternative solutions
• Deliver or circulate a daily briefing, informing teams of any planned activity and tickets sold for the day
• Produce and circulate a regular admissions report and provide colleagues with more in-depth data on request
• Liaise directly with the Museums booking and ticketing system provider Access to maintain the system and support future system development projects

3. Support the successful operational delivery of all types of events:

• Work with internal event leads to create a delivery plan, ensuring key operational information is available and maintained on the booking system
• Book necessary equipment and schedule appropriate staff
• Create and share report on sales and attendance rates

4. Lead on the VIP & school groups, etc visits:

• Develop a schedule for each school or group
• Book appropriate spaces and equipment; arrange and brief staff
• Ensure any refreshments are provided on time and presented to a high standard
• Take payment by invoice, over the phone or in person
• Follow-up with group leader after their visit to gather feedback and encourage repeat visits

The above list is not exclusive or exhaustive and the job holder may be required to undertake such other duties as may reasonably be required.

Key Performance Indicators

• Ensuring the Museums booking system is up to date at all times
• Maintaining a consistent ticket offer, troubleshooting issues in a timely manner
• Contributing to the successful operational delivery of events
• Attending operational meetings and sharing ideas to help improve how we work
• Making a strong contribution to team income targets
• Developing strong relationships with school and group leaders

Experience

• Minimum 12 months administrative experience, including managing a busy calendar
• Providing excellent customer service, in person or on the phone
• Use of a ticketing or ePOS system to manage general admission and event ticketing
• Organising a range of different events, including writing schedules, arranging staffing and producing briefing notes

Personal attributes and skills:

• Excellent verbal and written communication
• Able to work independently and use own initiative to solve difficult problems
• Attention to detail and a keen eye for data quality
• Methodical approach to work
• Strong team player with the ability to support, motivate and negotiate between colleagues
• Intermediate or advanced MS Office user with the ability to quickly adapt to new IT systems
• Flexibility to work at weekends and in the evening to support events is essential