Guest Services and Office Administration Assistant
This role is pivotal in supporting both front-of-house guest experiences and the day-to-day operational needs of our organization.
* Maintain and manage the Guest Services calendar and venue scheduling (Microsoft Outlook/Google Calendar).
* Coordinate meetings, prepare agendas, and take minutes where required.
* Assist with internal communications and daily administrative processes.
* Monitor inboxes and action incoming enquiries or tasks.
* Organize digital and physical filing systems, forms, and templates.
* Support department heads with administrative tasks where needed.
* Liaise with suppliers, prepare purchase orders, and track invoicing for guest services and ticketing-related activities.
* Provide ongoing administrative support for private hire bookings and invoicing.
Daily Operations and Ticketing
* Manage daily operations of the box office including sales, refunds, exchanges, and promotions.
* Liaise with ticketing platforms and maintain accurate event setups and allocations.
* Oversee ticketing for group bookings, packages, upgrades, and balcony reservations.
* Maintain ticketing timelines, pricing, and booking conditions in line with business needs.
* Generate and analyze reports related to ticket sales, occupancy, and revenue.
Customer Service and Communication
* Respond to all customer enquiries promptly via phone, email, and social media.
* Ensure exceptional guest service standards at every touchpoint, pre- and post-visit.
* Resolve guest complaints or issues with professionalism and care.
* Monitor and reply to customer reviews (Google, TripAdvisor, social media).
* Identify trends in feedback and propose service improvements.
Collaboration and Reporting
* Work collaboratively with all departments (FOH, marketing, operations, creative) to ensure guest expectations are met and exceeded.
* Contribute to weekly operations meetings with updates, reporting, and minutes.
* Track and follow up on action items across departments where related to Guest Services.
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