Centre
Position Number: TBA
Directorate: CCS
Service: Arts & Culture
Location: Cultural Centre, Katoomba
Position
Classification:
Date
Created/Updated
POSITION PURPOSE/OBJECTIVE
This position will lead the Front of House Team at the Blue Mountains Cultural Centre
providing clear communication, excellent customer service and rostering to ensure service
needs are met 7-days a week. A key focus of the role will be the integration of Visitor
Information services into the Cultural Centre to enhance the visitor experience of those
visiting both the Cultural Centre, and the Blue Mountains.
RELATIONSHIPS
Reports to (Position Title): Promotions and Marketing Coorinator
Report to (Position Number): P00794
Staff Responsibility: Cultural Centre Front of House team
Key Internal Relationships: All staff within Arts and Culture Service, BMCC
Staff
Key External Relationships: Customers and visitors to the Cultural Centre,
tourism clients and other tourism providers, retail
suppliers and local artisans.
KEY RESPONSIBILITIES
* Oversee rostering of the Cultural Centre Reception desk ensuring adequate coverage
for the 7 days a week roster, including working several shifts each week (minimum of
18 hours)
* Provide high-level customer service, address visitor inquiries promptly, and set
standards for team interactions with patrons
* Help maintain AVIC Accreditation standards and ensure compliance with required
procedures.
* Lead the Front of House team by ensuring communication and processes are clear,
and customer service standards are met.
* Work with the Front of House team in coordinating stock control, replenishment,
ordering, processing invoices, and regular stocktaking.
* Assist the Promotions and Marketing Coordinator in the delivery of the InSight
Membership program
* Build connections with local tourism providers and agencies to deliver high quality
tourist information to visitors
* Maintain and enhance retail and information displays to maximise sales and ensure
the Centre's appearance meets high standards.
* Accurately balance and reconcile daily takings, handle cash, coordinate change
orders, and generate sales reports.
* Possess technical skills required to help resolve issues and support the use of
computer systems and digital technologies.
* Perform opening/closing procedures, monitor surveillance systems, report incidents,
and assist with general cleaning of front counter and shop.
* Take bookings, process payments for public programs, and contribute to stock
selection, merchandising, and promotions.
* Take an interest in upcoming exhibitions and public programs at the Cultural Centre
to ensure customer enquiries can be answered efficiently
Be available for other administrative duties as required
Guiding Principles
* We act as one organisation responding to the changing needs of our LGA and
community
* We are strategy led, driven by our Community Strategic Plan with clear priorities and
focus
* We are service focused & we continuously improve service provision and provide
excellent customer service
* We collaborate and work together to achieve our outcomes
* We ensure safety and well-being is at the centre of our organisation, operations and
culture
* We are a financially sustainable organisation, living within our means, ensuring best
value resource allocation
These Guidelines complement the Council's adopted Values of: Work Together; Work
Safe Home safe; Service Excellence; Value for Money; Trust and Respect; and,
Supporting Community.
Workplace Health & Safety
Ensure compliance with WHS obligations and responsibilities as outlined in Councils
policies and procedures and under the relevant WHS legislation. These include but are
not limited to: identifying potentially unsafe situations or work practices and notifying your
Supervisor or Manager (or the Health, Safety Manager/Area Safety Representative);
never performing a task that you believe is dangerous or for which you do not have the
experience, or have not received appropriate instructions and training or where the correct
equipment to carry out the task safely is not available; always work in a safe manner and
in accordance with safety instructions, where applicable; use the work equipment supplied
for the job, in accordance with the manufacturer's instructions), and any personal
protective equipment, which the Council deems necessary and has provided; be safety
aware and report any actions to your line manager which will assist the Council to meet
its legal workplace health and safety obligations.
You have the right to cease or direct cessation of unsafe work. In addition, you are required
at all times to comply with Councils Asbestos Management Plan and Policy.
COMMUNICATION
The incumbent is responsible for understanding and interpreting client needs, providing
relevant information about services, and offering a high level of customer service to both
internal and external clients. This includes communicating professionally and confidently
with the public, InSight Members, industry bodies, and colleagues within various
departments. The role requires strong written communication skills, as well as the ability
to encourage sales in a retail environment. The jobholder must handle customer inquiries
from diverse backgrounds, resolve routine service issues, and refer complex or sensitive
matters to appropriate personnel. Collaboration with co-workers to ensure smooth
workflow is essential, and effective communication is needed for explaining situations,
advising, selling, and negotiating. The role also involves regular interaction with external
stakeholders such as commercial representatives, community organisations, other
tourism operators, local businesses, and council employees.
JUDGEMENT & PROBLEM SOLVING
Incumbents will be responsible for assessing customer needs and matching the most
suitable products or services, requiring a good understanding of the organisation's
structure, goals, and broader Council objectives. The role calls for strong customer service
and problem-solving skills, with the ability to manage difficult situations, resolve issues
efficiently, and contribute to improvements in existing processes. Working within a small
team in a sometimes high-pressure environment, incumbents must remain highly team-
and customer-focused.
AUTHORITY
* As the Team Leader, the successful canidiate will be required to perform supervisory
duties and oversee the roster to ensure the counter is sufficiently staffed 7-days a
week.
* To query: Financial delegation to approve retail invoices, in consulation with
Promotions and Marketing Coordinator.
SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES
* Demonstratable previous experience in leading a team and rostering staff
* Proven experience in retail or customer service in a tourism-related field
* Highly developed communication and interpersonal skills, with the ability to relate
effectively to diverse customers and stakeholders.
* Demonstrated computer proficiency, including MS Office, databases, POS/ticketing
systems, cash registers, and EFTPOS.
* Experience in cash handling, daily sales reconciliation, and stock management
(merchandising, display, and sales).
* Well-developed organisational skills with the ability to prioritise tasks, meet deadlines,
and work under pressure in a busy environment.
* Ability to work independently and collaboratively within a small team, across a 7-day
roster system.
* Knowledge of the Blue Mountains region, including attractions, accommodation,
bushwalks, history, local artisans, and geography.
Desirable Skills and Knowledge
* Qualifications in Visitor Information Services, Retail, Tourism or Marketing
* Current Driver's License
* Current First Aid Certificate.
* Availability to work after-hours functions when required.