Overview of the National Centre for Creative Learning

POSITION DESCRIPTION

Position Title Front of House Team Leader – part time

Position Status 2 year contract working 3 days per week (Friday to Sunday) 21.5 hours

Grade Grade 2 - $51,475 pa pro rata package (includes base $46,648pa pro rata + 9% superannuation)

Team Creative Learning Team

Reporting to Visitor Experience Coordinator

Date Reviewed March 2012

Approved By Head of Creative Learning

Overview of the MCA The MCA’s vision is to engage audiences with contemporary art and ideas through the presentation of a diverse program of exhibitions, educational programs and online projects. From major thematic exhibitions and surveys of established artists, solo exhibitions and artists’ projects, to new work by emerging artists, the MCA program covers the range and diversity of contemporary art. By focusing on the work of living artists, the MCA is dedicated to delivering programs that present challenging and enriching experiences for visitors of all ages. Located on one of the most beautiful sites in the world at Sydney’s Circular Quay, the Museum of Contemporary Art opened to the public in 1991. Established by the University of Sydney through the J.W. Power Bequest with the assistance of the New South Wales Government, it is Australia’s only contemporary art museum dedicated to exhibiting, interpreting and collecting contemporary art. Overview of the National Centre for Creative Learning The National Centre for Creative Learning features new facilities for the Museum’s renowned Bella program for young people with special needs, workshop studios, a digital studio, a multi-media studio and lecture theatre. Enhanced online capabilities along with educational resources will enable the MCA to deliver a greater range of education programs to audiences throughout Australia. It will put the MCA at the forefront of international art education.

The National Centre for Creative Learning will offer opportunities to combine both practical and critical approaches to themes and subjects presented by the MCA exhibition programs and events. It will offer opportunities for a full range of creative activities. The Centre will use innovative technologies for connecting real and virtual spaces to provide support for teachers nationally and internationally through the presentation of support programs, master classes, curatorial tours, artists’ interviews, tutorials etc. The expanded MCA will have an enhanced presence online, with the creative learning team playing a key role in the provision of content.

Overview of the position Reporting to the Visitor Experience Coordinator, the Team Leader will coordinate and oversee all activities of the day for the front-of-house admissions desk working closely with the Visitor Experience Coordinator to ensure the smooth running of all gallery operations. The Team Leader coordinates and supports the Visitor Services team on a daily basis. The Visitor Services team is the public face of the Museum, they significantly contribute to the experience of visitors by providing outstanding customer service and knowledge of contemporary art. They are also responsible for the safety of both artworks and visitors.

Visitor Services staff wear a unifying garment that identifies them as a gallery staff. The position involves standing for periods of time within the gallery and interacting with the general public. When working at front of house Visitor Services staff assist with administrative work, cloak visitor garments and bags, provide information regarding exhibitions and programs.

The role of Team Leader is pivotal to ensuring clear and consistent communication regarding programs, exhibitions and facilities. The Team Leader provides daily briefings to all Visitors Services Officers and allocates gallery positions, coordinates breaks, ensures rostering of staff is adequate and organizes any changes as required. The role performs general administration at front of house and ensures the highest level of customer service at all times. The Team Leader also liaises regularly with administration staff, external contract staff, clients, catering staff, suppliers and security staff.

The Team Leader is an experienced and enthusiastic individual who can successfully lead the VSO team and provide support to the Visitor Experience Coordinator in maintaining the Museum’s standards of presentation and preservation. The position also provides back up support to the Visitor Experience Coordinator role.

The accountabilities of the position are:  Provide Visitor Experience Coordinator and Head of Creative Learning with constructive feedback on all gallery operations and staffing issues  Provide consistency regarding all gallery information that is received and disseminated within the team  Uphold the Museum’s standards of presentation and preservation by actively monitoring all gallery spaces, artworks and Front-of-House areas, and reporting relevant information to the MCA’s Senior Registrar.  Monitoring audience response to all exhibitions and providing feedback to Visitor Experience Coordinator, Head of Creative Learning and Marketing Manager as required  Provide a daily briefing to VSO Team  Allocate gallery positions and coordinate breaks, monitor rostering and back up if required  General administration tasks as required

INTERACTING WITH VISITORS  Welcome all visitors and guests, inform them of current and future exhibitions and education programs.  Support the MCA in delivering high quality visitor experiences by maintaining outstanding customer service at all times.  Provide information and informed interpretation of the Museum’s exhibitions and public programs and events  Provide appropriate assistance to visitors with specific needs  Assist in the operation of public programs, activities and events  Invigilation of gallery ensuring security of artworks  Liaise with group leaders including school teachers to facilitate smooth and enjoyable visits for groups  Effectively handle visitor and guest complaints, including receiving and recording visitor feedback  Cloaking items at front of house

MUSEUM ENVIRONMENT  Ensuring a safe, comfortable and clean environment for all visitors and guests  Providing the care and safety of artworks and visitors  Ensuring security and crowd control in public spaces  Reporting maintenance and cleaning issues promptly and conducting regular checks of all public areas  Promoting safe working practices  Open and close exhibition spaces  Follow evacuation procedures in the event of an emergency and assist visitors  Develop solutions to problems with work procedures in consultation with other staff or supervisors as appropriate

GENERAL OPERATIONAL SUPPORT  Assist with the set-up of MCA public programs and events  Provide support for the Public Relations Manager and assist with media and guests  Liaise with Marketing and Venue Hire staff

The following range of knowledge skills and experience are required. Please ensure these are reflected in your application. Short-listing for interview will be based on meeting these requirements.

Key Selection Criteria ESSENTIAL  2 years demonstrated experience supervising a large team  2 years experience in a customer service (or hospitality) role, providing the highest standard of service including an awareness of cultural sensitivities  Commitment to the Museum’s objectives, including making contemporary art accessible to a broad audience.  Previous experience working with the general public within museums/gallery/visitor attractions sector  Comfortable with public speaking  Interest in or knowledge of contemporary visual arts and culture  Understanding of security issues with regard to artwork and safety of people and be comfortable directing others in emergency situations  Must have a good level of physical fitness  Excellent communication and presentation skills and the ability to liaise effectively with a wide range of stakeholders  Demonstrated interpersonal skills which include motivation, persuasion and conflict resolution  General administration and computer skills both MS Word, Excel and Outlook  Knowledge and understanding of equal employment opportunity (EEO)  Knowledge and understanding of occupational health and safety (OH&S)

DESIRABLE  Previous exposure to emergency evacuation procedures  Proficiency in a language other than English  Tertiary qualifications in a visual arts field  Previous experience working with staff rosters and a casual workforce  Knowledge of time-based media  Senior First Aid Certificate

PERSON SPECIFICATION The person we are looking for is a dynamic leader who fosters a sense of worth in others and demonstrates full accountability and responsibility. He/she is a positive ambassador for the MCA and uses innovative thinking to extend the capabilities of the organisation. Their enthusiasm for continual improvement is contagious for those they lead. He/she is highly organised and reliable, and is clear on organisational, team and personal objectives. He/she is particularly good at maintaining a focus on what is important to the organization, and to channel their own and others’ efforts towards that end.

Terms and Conditions of Employment This is a 2-year part time employment contract working Friday to Sunday with a total of 21.5 hours per week. Some evening work may be required if there are functions or exhibition openings. Salary package is based on a 38 hour week and includes pro-rata 4 weeks annual leave (17.5% annual leave loading), 10 days carers/sick leave and 9% superannuation company contribution. Appointment will be conditional on an initial six-month probationary period, thereafter termination by either party will require written notice of 4 weeks. It is an offence under the NSW Child Protection (Prohibited Employment) Act 1998 for a person convicted of a serious sex offence to apply for this position. Preferred applicants will be requested to complete a Prohibited Persons Declaration and to consent to a Working with Children Check.