Visitor Services

Event Supervisor
Casual shifts

A L E X A N D R A PA L AC E , A L E X A N D R A PA L AC E WAY, LO N D O N , N 2 2 7AY • 02 0 8 36 5 2121 •
ALEXANDRAPALACE.COM
A L E X A N D R A PA R K A N D  PA L AC E C H A R ITA B L E TRU S T I S  A R EG I S T E R E D  C H A R IT Y  • C H A R IT Y REG I S
TR ATI O N N U M B E R: 2 819 91

ABOUT ALEXANDRA PARK AND PALACE

Alexandra Park and Palace is a major event, heritage
and cultural destination in north London.

Today we continue to deliver those great experiences
for everyone, every day of the year, at major events like
the darts or music gigs, to a round of pitch and putt, a
skate on the ice or participating in our Creative
Learning programme.

ROLE DESCRIPTION
This role is responsible for overseeing a team of Visitor Service Assistants whilst on shift,
coordinating resources and leading by example to facilitate a first class visitor experience.

Experience of supervising or managing a team is essential along with experience of using a box
office or ticketing system (Spextrix is desirable). You will be customer focussed, proactive and
a friendly and approachable team player. Ally Pally is a 7 day a week operation with events that
run until late into the evenings, shift patterns are therefore flexible and include some evenings,
weekends and bank holidays.

The hourly rate is: £14.63

HOW TO APPLY
To apply for the role of Visitor Services Supervisor please send your CV or expression of
interest to recruitment@alexandrapalace.com.

We are committed to providing equality of opportunity and encourage job applications from people of
all backgrounds. We strive to build a diverse and inclusive workforce that is representative of our
community and helps us to deliver more for our visitors. We particularly encourage applications from
candidates from ethnic minority backgrounds and candidates with disabilities.

Applications will be shortlisted on receipt. Unfortunately we are unable to provide feedback to
those not shortlisted for interview

CUSTOMER SERVICE STANDARDS

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JOB TITLE

Visitor Services Event Supervisor (casual)

DEPARTMENT:

Visitor Services

RESPONSIBLE TO  Head of Visitor Services

RESPONSIBLE
FOR
OVERALL JOB
PURPOSE

KEY INTERNAL
RELATIONSHIPS

KEY DUTIES AND
RESPONSIBILITIES

Visitor Services Assistants

Supervise and lead the VS team in delivering an excellent customer
experience across the site.

Provide support to event operations by troubleshooting and
resolving issues as they arise.
Head of Visitor Services
Visitor Services Assistant Managers
Visitor Services Supervisor
Visitor Services Assistants
Event Managers
Theatre Duty Managers

1.  Engage with Alexandra Park and Palace visitors and support
a pool of Visitor Services Assistants in providing excellent
customer service, working as part of an effective team.
Tasks may include but are not limited to:

-  Supervise visitor operations that include – welcome desks,

cloakroom, bag drop, scanning, box office, ushering,
merchandise selling, VIP areas, queuing, accessible platforms
-  Lead the Visitor services team on designated events where

required.

-  Deliver staff briefings to a team of Visitor Service Assistant

staff on events.

-  Facilitate an industry leading standard of accessibility and

visitor experience.

-  Respond to and resolve escalated enquires and complaints
-  Ensure all public areas are kept safe, clean and tidy
-  Uphold standard operating procedures including being

security and safety aware

2.  Carry out front line service administration processes and

procedures including:
-  Accessibility requests and bookings
-
-  Taking donations
-  Producing event briefing documents for the Visitor

Escalated ticketing issues, group booking, sales

Services team
-  Car park bookings

3.  Support the event Duty Managers in event operations

4.  Support front of house operational duties site wide as and

when required. This may include working in the East Court,
Victorian Theatre, Palm Court Info Point, Cloakroom and
Ice Rink Reception

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PERSON
SPECIFICATION

ESSENTIAL

DESIRABLE

EDUCATION /
QUALIFICATIONS /
MEMBERSHIPS

Educated to GSCE level or
equivalent with grades A-C at
English and Maths

First Aid at Work

Mental Health First Aid

IOSH

Evacuation chair training

Degree in related subject

Experience  of  Supervising  teams
within  an  event/  operational
capacity

Office administration experience
including responding to customer
calls and emails.

Awareness of Alexandra Park
and Palace’s events programme
and operations

Knowledge of health and safety
processes and procedures

Knowledge of Event Fire safety

Knowledge of Supervising teams

Understanding of social media
and its uses including Facebook,
Instagram, Twitter and Snapchat

To be able to speak English to a
level that enables you to complete
your job effectively

EXPERIENCE
Experience dealing with customers
face to face

Experience of working in a box
office and front of house
environment.

Experience of resolving escalated
complaints

Experience handling card
transactions ideally gained in a
retail environment

SKILLS / KNOWLEDGE
Interest in live events i.e. Theatre
productions, live music, live sport,
exhibitions

Customer focussed with strong
resolution skills.

Strong communication skills both
written and verbal

Calm under pressure

Good problem-solving skills and a
methodical approach

Ability to prioritise and manage
own time and direct others

Friendly and approachable team
player

Ability to work a flexible shift
pattern including some evenings,
late nights, weekends and bank
holidays depending on event
operations

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DIMENSIONS

Financial responsibilities
Cash handling and reconciliation of cash floats and ticketing sales.

People management responsibilities
No direct reports but the post holder is required to supervise a team whilst on shift

GENERAL OBLIGATIONS

i.  Health and Safety

All employees have a legal duty to ensure the health and safety of people at work and members
of the public on site in accordance with H&S legislation and AP policy.

ii.  Equality and Diversity

Alexandra Palace is committed to the fair treatment of all our staff.  We are committed to
giving equal access to recruitment and selection, promotion and career development, training,
pay and benefits.

iii.  Safeguarding

Demonstrate commitment to safeguarding of children, young people, and adults at risk.

iv.  GDPR

To handle personal data in accordance with the organisation’s data protection policy and to
record all processing activities in the organisation’s data register where appropriate.

v.  Sustainability

We are committed to a Sustainability strategy and policy, working towards finding new,
innovative, and economical ways to stay green.

VALUES AND BEHAVIOURS

1.
2.
3.
4.
5.

We are Collaborative
We are Bold
We are Open and Genuine
We are Passionate and Fun
We are Resourceful

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