Casual position – role will start in October for scheduled training and run until mid-February 2020
• Hourly Rate: $28.80 on normal working days, Sunday rates $34.56, Public Holiday rates $57.61 (plus 9.5% superannuation).
• Audience Engagement Division
• Reports to the Visitor Experience Manager
• Date reviewed July 2019
We are now accepting video applications! Please head to the bottom of the position description for more information on how to apply.
Overview of the position
We are appointing a number of additional Ticketing Hosts (casual contracts) to work during the MCA’s upcoming exhibition of acclaimed British artist Cornelia Parker, presented as part of the 2019–2020 Sydney International Art Series. The exhibition runs from 8 November 2019 until 16 February 2020.
Ticketing Hosts provide a friendly and professional welcome to visitors while providing a high-quality ticketing service, including scanning entry at our exhibition entrance.
A key part of this role is to promote and sell our summer exhibition and the MCA membership programme. Ticketers effectively handle ticket and membership sales, tracking, technical troubleshooting and related administration.
The Museum must generate more than 70% of its operational budget from non-government sources, such as philanthropic sources. The MCA Membership program is an important area of revenue generation for the museum. As a MCA Ticketing Host, a key responsibility is to encourage and influence visitors to join the MCA Membership program and to liaise with the Supporter Engagement Manager to deliver key philanthropic messages.
Ticketing Hosts are an extension of the Front of House team. All Hosts are identifiable by their uniform – a ‘smart casual’ look reflecting the approachability and professionalism of a Host. From time to time, Ticketing Hosts will also undertake Gallery Host shifts to become familiar with our exhibitions, visitors’ experience and to assist the wider front-of-house team.
We expect that Ticketing Hosts are able to offer a reasonable amount of regular availability each week and ask that you have at least three days’ availability, which includes offering availability on Saturday and Sunday. For this recruitment, we are especially looking for Gallery Hosts who are available Wednesday evenings and Saturdays.
Tasks and responsibilities of the position
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, public engagement 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.
• Troubleshoot day-to-day ticketing software, hardware and Wi-Fi issues, logging incidents and escalating for complex issues.
• Accurately handle cash, credit card transactions and end-of day reconciliation in line with our procedures.
• Be responsible for an ongoing ticketing float.
• Ensure a safe, comfortable and clean environment for all visitors and guests.
• Ensure security and crowd control in public spaces.
• Report maintenance and cleaning issues promptly and conduct regular checks of all public areas.
• Promote safe working practices.
• Follow evacuation procedures in the event of an emergency and assist visitors.
• Maintain well-stocked and tidy supplies of MCA brochures and other relevant collateral.
• Develop solutions to problems with work procedures in consultation with other staff or supervisors as appropriate.
• Ensure that you have sufficient supervision, instruction and equipment to undertake your work safely.
• Attending training as required.
General requirements of all MCA employees
We require that all of our employees:
• Demonstrate support for innovation and for organisational changes required to improve the MCA’s effectiveness.
• Work cooperatively with others to produce innovative solutions and recognise the merits of diverse perspectives and the ideas of others.
• Demonstrate commitment to, and knowledge of, the principles and application of equal employment opportunities and anti-discrimination legislation in the workplace
• Work in accordance with the principles of equity, access and fairness. Respect WHS work practices and procedures; work with due care and consideration to safeguard your own health and safety and the health and safety of others.
Key selection criteria
Applicants must be able to demonstrate they have:
• 2 – 3 years proven experience in a customer service role
• previous retail experience and being comfortable to upsell products or services, or experience working to targets
• previous experience handling cash, processing credit card transactions and end of day reconciliation
• an ability to resolve day-to-day ticketing and scanning software and equipment issues
• well-developed communication and interpersonal skills with the ability to deal effectively and courteously with visitors
• an interest in or knowledge of contemporary art
• an understanding of security issues with regards to artwork and safety of people and comfortable directing others in emergency situations
• an ability to undertake tasks with limited supervision
• a demonstrated commitment to the principles and application of Equal Employment Opportunities, Anti-discrimination legislation and Workplace Health and Safety legislation in the work place
• a keen interest in philanthropy and the role individual giving plays within the museum
• confidence with visitor engagement and the influence required to increase membership sales
• proven ability completing administrative functions and tasks as required.
It would be good if applicants have:
• previous experience in membership sales, or related area
• previous experience working in a gallery/cultural or visitor attraction sector
• experience working with people from a broad range of other cultures
• proficiency in a language other than English
• a senior First Aid Certificate
• a tertiary qualification in fine art or museum studies
• experience working with ticketing software and basic understanding of customer relationship management.
Terms and conditions of employment
This is a casual position reporting to the Visitor Experience Manager. Hours vary depending on weekly business needs. The Museum is open seven days from 10am – 5pm with late nights on Wednesday to 9pm.
We expect that Ticketing Hosts are able to offer a reasonable amount of regular availability each week and ask that you have at least three days’ availability, which includes offering availability on Saturday and Sunday.
• normal working days: $28.80 per hour
• Sundays: $34.56 per hour
• public holidays: $57.61 per hour
• superannuation: 9.50% super payments (in accordance with the Superannuation Guarantee (Administration) Act 1992).
Please visit the MCA website to view the full position description and for details on how to apply.