Visitor Team Host

Factory International; Manchester; On-site; GBP 18,000 - 24,000; Part time

Job summary

Factory International in Manchester is seeking Visitor Team Hosts to welcome and assist diverse visitors at Aviva Studios and during Manchester International Festival events. You’ll be the friendly frontline, ensuring safety, accessibility and a high-quality, inclusive experience for all guests.

The role covers ushering, cloakroom, ticket checking, crowd management, and supporting operations across performances, education and commercial hires, with a flexible schedule including evenings and

Qualifications

• Excellent customer care and inclusive approach.
• Ability to engage with diverse audiences.
• Willingness to work flexible hours including evenings and weekends.

Responsibilities

• Provide outstanding customer care and a welcoming experience.
• Ushering and stewarding across events and sessions.
• Cloakroom operating and ticket-checking/scanning.
• Crowd and queue management with safety at the forefront.
• Operate retail and merchandise points and handle cash where required.
• Collaborate with Factory International teams and support accessibility provisions.

Skills

Empathy

Customer service

Communication

Teamwork

Flexibility

Job description

Our Visitor Team Hosts are central to creating great experiences for all visitors to Aviva Studios, the home of Factory International; as well as at events further afield as part of Manchester International Festival (MIF). Our Visitor Team is versatile – supporting events across a range of different art forms, community-focused sessions, big music gigs, as well as commercial hires.

You’ll be excited about building new relationships with a diverse range of visitors – ensuring that everyone feels cared for, affirmed and welcome in our space. You’ll also support some of our key venue and event procedures – making sure visitors are safe and keeping our events on track.

Visitor Team Host Responsibilities include;

• Provide outstanding customer care to all visitors including a generous and attentive welcome, identifying and responding to differing customer needs and interests.
• Support and facilitate the day-to-day operations of the venue – involving:
• Ushering Stewarding
• Cloakroom operating
• Invigilation
• Ticket-checking and scanning
• Crowd and queue management
• Operating retail and merchandise points, taking payments and cash handling
• Working collaboratively with other teams across Factory International
• Operating accessibility provisions and responsibilities, such as accessible viewing platforms, access lifts and accessible seating arrangements, ensuring to provide a high quality and inclusive experience to all visitors.
• Be a part of the leading team which responds to incidents and manages health & safety escalation. This involves calmly and assertively responding to incident alarms, evacuations, event pauses, stops, etc.
• Support the preparation and presentation of spaces for events and activities and help visitors, staff, and artists to enjoy, interact with, and be creative in our spaces (some manual handling may be required).
• Work with the Visitor Safety/Security Team to monitor and maintain the safety of visitors and respond to visitor and staff concerns, making use of escalation and reporting procedures as needed.
• Champion equality, diversity, and inclusion in your work and in the regard which you extend to all visitors.

Visitor Team Host Person Specification;

ESSENTIAL

• Empathetic and generous approach to communication, as well as commitment and desire to provide great experiences for visitors.
• Excited about working with a wide variety of different audiences and events – from community-focused sessions in the social to all night raves in the warehouse, this role will involve supporting events across Music, Theatre, Performance, Visual Art, Public Engagement, and Commercial Hires.
• Positive and proactive, with a desire to learn and develop new skills.
• Ability to work under pressure at busy events – working collaboratively as part of a team.
• Available to work flexibly across various working hours, including evenings and weekends.
• Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds.
• Willing to complete relevant statutory checks e.g. DBS (Factory International can support with processing and payment)

DESIRABLE

• Previous experience of working in a customer-facing environment. (e.g., retail, education, hospitality, events etc.)
• Familiarity with Health & Safety legislation as well as a practical knowledge of policies and procedures and how to work safely within them.
• First Aid training.
• Knowledge of languages in addition to English, including British Sign Language (BSL)
• Enthusiasm for training, mentoring and support of emerging talent