ALEXANDRA PARK AND PALACE
13.85 per hour
Alexandra Park and Palace
Full-time
Event Hospitality Assistant
(Casual)
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.
We deliver great experiences for everyone, every day of the
year, at major events. We are known for our diverse
entertainment programme, our natural parkland and
panoramic views of the city.
ROLE DESCRIPTION
The Event Hospitality Assistants work across all
areas of Alexandra Palace and support the operational
team to deliver great experiences including live music,
live sport, exhibitions, Theatre shows and Park events.
A flexible and positive attitude is essential along with
good customer service and good communication skills.
Experience working front of house retail or hospitality
is advantageous however bar and barista training will be
given.
The hourly rate is £13.85 (London Living Wage)
HOW TO APPLY
To apply please send your CV and a cover letter outlining how you meet the requirements of
the role to recruitment@alexandrapalace.com.
Applications will be shortlisted on receipt
Please note that due to the volume of applications we are unable to provide feedback to those
not shortlisted for interview
Please note as this role requires post holders to sell alcohol, applicants must be 18 or over.
2
Job Title
Event Hospitality Assistant
Department:
Catering
Responsible To Catering Supervisors / Assistant Catering Managers
Overall job
purpose
To provide excellent customer service across all catering outlets including: ice café,
park catering, theatre bar and event catering (backstage bar).
Key internal
relationships
Catering Supervisors
Catering Managers
Key duties and
responsibilities
1. Deliver excellent customer service by ensuring that customers
are served efficiently and made to feel welcome. Activities may
include but are not limited to:
50%
- Prepare and deliver food and beverage orders (alcoholic and
non-alcoholic)
- Process cash and card transactions
- Clear and clean tables
- Answer customer enquiries about Alexandra Palace’s events
and history
- Direct customers and clients
2. Prepare units at the start of the working day and assist with the
15%
closing down of operations at the end of the day (depending on
shift pattern) keeping to advertised opening times. This includes:
Switching on / off equipment and lights
- Opening / closing doors and shutters
- Collect floats from the cash office
-
- Cashing up at the end of the day
- Carrying out scheduled cleaning duties in public areas
- Report takings to the Catering Manager
-
Sign unit keys in and out
3. Monitor stock levels (food, beverage, disposables) and inform
Catering Supervisors / Management when stock is running low.
Ensure that all products on display are clean, tidied, priced and
fully stocked, and assist with taking deliveries and orders.
15%
4. Demonstrate solid product knowledge including seasonal
10%
menus and food offerings being able to advise on special dietary
requirements if required, actively promoting sales opportunities
5. Uphold all legislative and licensing requirements associated with
food health and safety and the sale of alcohol including
carrying out the venue’s Challenge 25 policy
6. Maintain excellent communication between management and
the shop floor, escalating concerns and resolving customer
complaints in a timely and professional manner.
5%
5%
3
Person
Specification
Essential
Desirable
Education / Qualifications /
Memberships
Educated to GCSE level with grades A-C
in English and Maths or equivalent
Food safety certificate level 2
To be able to speak English to a level that
enables you to complete your job
effectively
Experience
Bar experience is preferable but training
will be given
Experience delivering face to face
customer service
Barista experience
Experience handling and processing cash
and card transactions preferably gained in
a retail catering environment
Experience preparing food and drink
orders
Experience resolving customer complaints
and issues
Awareness of Alexandra Park and Palace’s
event programme
Skills and Knowledge
Strong verbal communication skills with
the ability to speak confidently with
customers and provide a warm welcome
Ability to multi-task and work in a fast-
paced environment
Customer focussed
Proactive and flexible approach
Team player with a ‘can-do’ attitude
Punctual and reliable
Available to work a flexible shift pattern
Including some weekends, late nights and
bank holidays depending on the event
programme
DIMENSIONS
Financial responsibilities
Cash handling
People management responsibilities
n/a
4
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.
We will provide reasonable support to disabled applicants throughout the recruitment process.
If you feel that you need any additional support or reasonable adjustments to take part in the
interview process, please contact the HR team
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.
CUSTOMER SERVICE STANDARDS
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
The Core Competency Framework
Each competency has an overall description. It is then broken down by level into “We will” and
“We won’t” indicators. This role is a level 1 (of 4) and therefore should be demonstrating
5
behaviours at level 1.
1. We are COLLABORATIVE
“We work as one team, sharing ideas, knowledge and insight to achieve our common purpose”
We Will
l
team
Work together collaboratively- acting as one
1
e
v
e
L
Communicate with colleagues and other
teams - building relationships, sharing
information and reducing silos
Attend and actively participate in team
meetings
Look for frequent opportunities to socially
interact across the organisation
Ask for help more often
Pro-actively offer help if a team member is
struggling
We Won’t
Wait to be asked for help or leave people
to struggle
Work in silos
Make decisions without consulting each
other
Withhold information from others
Be silent and uncommunicative
Hold back because of lack of time or
interest
Ignore the phone or customers
Act divisively
2. We are BOLD
“We are bold and we embrace change – we constantly look for new opportunities and innovative ways
of doing things”
We Will
l
Bring creative ideas to work, share them
1
with others and influence to make them
e
v
happen
e
L
Be adaptable and open minded - listen to
new ideas and try new things
Demonstrate a passion for learning put self
forward to be trained and to train others
Be more vigilant in spotting the things which
could be better
Admit when a mistake has been made or
could have been done better
Welcome change as a way to learn and grow
We Won’t
Resist change and new ways of doing things
Be afraid to try new things
Be defensive when constructive criticism is
offered
Make the same mistakes
Hold back ideas
Blame others if new things go wrong
Dismiss or shut down ideas without
suggesting alternatives or looking at ways
to make it work
See setbacks as failure
3. We are OPEN AND GENUINE
“We are inclusive and diverse - welcoming all through our doors. We are genuine - we do what we say
we will and do it in a way that is in line with our values.”
We Will
We Won’t
6
l
Treat people with respect, irrespective of
1
e
v
e
L
their opinions, beliefs or background
Demonstrate good manners with everyone
Listen to others and value their opinions
Take time to get to know other individuals
and teams, who they are, what they do and
how we can help
Disrespect colleagues or customers
Single out, exclude or discriminate against
people because they are different to me or
for any other reason
Dismiss the views of others because their
opinion and perspective is different to ours
Criticise colleagues in front of others or
Discuss things in person and not rely on
the public
email
Be more culturally aware and understanding
Take sides when hearing different opinions
Bring personal problems into work on a
of difference
regular basis
Work sensitively and collaboratively with all
Meet commitments and keep promises -
follow up on enquiries or requests for
information promised
Confront difficult situations
Talk or gossip about others
Talk the organisation down inside or out
Fail to deliver on what we have promised
4. We are PASSIONATE & FUN
“Our job is to put smiles on people’s faces, by being engaged and passionate about all that we do. We
deliver our purpose with fun and enjoyment”
1
l
e
v
e
L
We Will
Demonstrate enthusiasm and excitement
in the delivery of our roles
Express passion, energy and fun with
colleagues and customers
Focus on quality – completing work on
time and accurately
Take visible pride in our work every day
Be self- motivated and stay positive even
when sometimes it is hard to do so
Deliver the best experience for our
customers
Look for opportunities to bring fun to
work
We Won’t
Create a negative atmosphere
Demonstrate a can’t do attitude
Allow the negativity of others to affect me
Take things to heart
Take a careless attitude to the quality of
our work
Say “I don’t know” – I will go and find out
Say “It’s NOT my job”
5. We are RESOURCEFUL
“We use what we have creatively to get the best results possible, solving problems and overcoming
difficulties”
1
l
e
v
e
L
We Will
Be determined to deliver making best use
of the resources we have
We Won’t
Bring problems without thinking of
possible solutions or suggestions
Say yes more often and then work out how
Abandon problems hoping someone else
to do it with what we have
will solve them
Say “Yes” if I know I can’t do something
Use budget as an excuse not to do things
Be wasteful of time, resources, energy and
equipment
Use initiative to solve problems – seeing
every problem as a challenge and an
opportunity to grow
Minimise wastage and recycle more
Look after resources as if they are personal
belonging s- keeping them tidy and
maintained
Make suggestions on how to make things
more efficient or reduce cost
Take accountability and show a “can-do”
attitude
7
8
ALEXANDRA PARK AND PALACE
14.63 per hour
ALEXANDRA PARK AND PALACE
Full-time
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 2 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 3 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 4 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 5
Hospitality Assistant
(Casual)
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.
We deliver great experiences for everyone, every day
of the year, at major events. We are known for our
diverse entertainment programme, our natural parkland
and panoramic views of the city.
ROLE DESCRIPTION
The Hospitality Assistants work across some areas
of Alexandra Palace, including the East Court café,
boating lake café and theatre bars. They support the
operational team to deliver great experiences.
A flexible and positive attitude is essential along with
good customer service and good communication skills.
Experience working front of house retail or hospitality
is advantageous however bar and barista training will be
given.
The hourly rate is £13.85 (London Living Wage)
HOW TO APPLY
To apply please send your CV and a cover letter outlining how you meet the requirements of
the role to recruitment@alexandrapalace.com.
Applications will be shortlisted on receipt
Please note that due to the volume of applications we are unable to provide feedback to those
not shortlisted for interview
Please note as this role requires post holders to sell alcohol, applicants must be 18 or over.
2
Job Title
Hospitality Assistant
Department:
Catering
Responsible To Catering Supervisors / Assistant Catering Managers
Overall job
purpose
To provide excellent customer service across all catering outlets including: East Court
Café, Boating Lake Café, Theatre bars and other areas.
Key internal
relationships
Catering Supervisors
Assistant Catering Managers
Café Operations Manager
Key duties and
responsibilities
1. Deliver excellent customer service by ensuring that customers are served
efficiently and made to feel welcome. Activities may include but are not limited
to:
- Prepare and deliver food and beverage orders (alcoholic and non-alcoholic)
- Process cash and card transactions
- Clear and clean tables
- Answer customer enquiries
- Direct customers and clients
2. Prepare units at the start of the working day and assist with the closing down of
operations at the end of the day (depending on shift pattern) keeping to
advertised opening times. This includes:
Switching on / off equipment and lights
- Opening / closing doors and shutters
- Collect floats from the cash office
-
- Cashing up at the end of the day
- Carrying out scheduled cleaning duties in public areas
- Report takings to the Catering Manager
-
Sign unit keys in and out
3. Monitor stock levels (food, beverage, disposables) and inform Catering
Supervisors / Management when stock is running low. Ensure that all products
on display are clean, tidied, priced and fully stocked, and assist with taking
deliveries and orders.
4. Demonstrate solid product knowledge including seasonal menus and food
offerings being able to advise on special dietary requirements if required,
actively promoting sales opportunities
3
5. Uphold all legislative and licensing requirements associated with food health
and safety and the sale of alcohol including carrying out the venue’s Challenge
25 policy
6. Maintain excellent communication between management and the shop floor,
escalating concerns and resolving customer complaints in a timely and
professional manner.
Person
Specification
Essential
Desirable
Education / Qualifications /
Memberships
To be able to speak English to a level that
enables you to complete your job
effectively
Food safety certificate
Experience
Experience delivering face to face
customer service
Bar experience is preferable, but training
will be given
Experience handling and processing
transactions preferably gained in a retail
catering environment
Barista experience
Experience preparing food and drink
orders
Experience resolving customer complaints
and issues
Awareness of Alexandra Park and Palace’s
event programme
Skills and Knowledge
Strong verbal communication skills with
the ability to speak confidently with
customers and provide a warm welcome
Ability to multi-task and work in a fast-
paced environment
Customer focussed
Proactive and flexible approach
Team player with a ‘can-do’ attitude
Punctual and reliable
Available to work a flexible shift pattern
Including some weekends, late nights and
bank holidays depending on the event
programme
4
DIMENSIONS
Financial responsibilities
Cash handling
People management responsibilities
n/a
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.
We will provide reasonable support to disabled applicants throughout the recruitment process.
If you feel that you need any additional support or reasonable adjustments to take part in the
interview process, please contact the HR team
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.
CUSTOMER SERVICE STANDARDS
VALUES AND BEHAVIOURS
1.
We are Collaborative
5
2.
3.
4.
5.
We are Bold
We are Open and Genuine
We are Passionate and Fun
We are Resourceful
The Core Competency Framework
Each competency has an overall description. It is then broken down by level into “We will” and
“We won’t” indicators. This role is a level 1 (of 4) and therefore should be demonstrating
behaviours at level 1.
1. We are COLLABORATIVE
“We work as one team, sharing ideas, knowledge and insight to achieve our common purpose”
We Will
l
team
Work together collaboratively- acting as one
1
e
v
e
L
Communicate with colleagues and other
teams - building relationships, sharing
information and reducing silos
Attend and actively participate in team
meetings
Look for frequent opportunities to socially
interact across the organisation
Ask for help more often
Pro-actively offer help if a team member is
struggling
We Won’t
Wait to be asked for help or leave people
to struggle
Work in silos
Make decisions without consulting each
other
Withhold information from others
Be silent and uncommunicative
Hold back because of lack of time or
interest
Ignore the phone or customers
Act divisively
2. We are BOLD
“We are bold and we embrace change – we constantly look for new opportunities and innovative ways
of doing things”
We Will
l
Bring creative ideas to work, share them
1
with others and influence to make them
e
v
happen
e
L
Be adaptable and open minded - listen to
new ideas and try new things
Demonstrate a passion for learning put self
forward to be trained and to train others
Be more vigilant in spotting the things which
could be better
Admit when a mistake has been made or
could have been done better
Welcome change as a way to learn and grow
We Won’t
Resist change and new ways of doing things
Be afraid to try new things
Be defensive when constructive criticism is
offered
Make the same mistakes
Hold back ideas
Blame others if new things go wrong
Dismiss or shut down ideas without
suggesting alternatives or looking at ways
to make it work
See setbacks as failure
3. We are OPEN AND GENUINE
“We are inclusive and diverse - welcoming all through our doors. We are genuine - we do what we say
we will and do it in a way that is in line with our values.”
We Will
We Won’t
6
l
Treat people with respect, irrespective of
1
e
v
e
L
their opinions, beliefs or background
Demonstrate good manners with everyone
Listen to others and value their opinions
Take time to get to know other individuals
and teams, who they are, what they do and
how we can help
Disrespect colleagues or customers
Single out, exclude or discriminate against
people because they are different to me or
for any other reason
Dismiss the views of others because their
opinion and perspective is different to ours
Criticise colleagues in front of others or
Discuss things in person and not rely on
the public
email
Be more culturally aware and understanding
Take sides when hearing different opinions
Bring personal problems into work on a
of difference
regular basis
Work sensitively and collaboratively with all
Meet commitments and keep promises -
follow up on enquiries or requests for
information promised
Confront difficult situations
Talk or gossip about others
Talk the organisation down inside or out
Fail to deliver on what we have promised
4. We are PASSIONATE & FUN
“Our job is to put smiles on people’s faces, by being engaged and passionate about all that we do. We
deliver our purpose with fun and enjoyment”
1
l
e
v
e
L
We Will
Demonstrate enthusiasm and excitement
in the delivery of our roles
Express passion, energy and fun with
colleagues and customers
Focus on quality – completing work on
time and accurately
Take visible pride in our work every day
Be self- motivated and stay positive even
when sometimes it is hard to do so
Deliver the best experience for our
customers
Look for opportunities to bring fun to
work
We Won’t
Create a negative atmosphere
Demonstrate a can’t do attitude
Allow the negativity of others to affect me
Take things to heart
Take a careless attitude to the quality of
our work
Say “I don’t know” – I will go and find out
Say “It’s NOT my job”
5. We are RESOURCEFUL
“We use what we have creatively to get the best results possible, solving problems and overcoming
difficulties”
1
l
e
v
e
L
We Will
Be determined to deliver making best use
of the resources we have
We Won’t
Bring problems without thinking of
possible solutions or suggestions
Say yes more often and then work out how
Abandon problems hoping someone else
to do it with what we have
will solve them
Say “Yes” if I know I can’t do something
Use budget as an excuse not to do things
Be wasteful of time, resources, energy and
equipment
Use initiative to solve problems – seeing
every problem as a challenge and an
opportunity to grow
Minimise wastage and recycle more
Look after resources as if they are personal
belonging s- keeping them tidy and
maintained
Make suggestions on how to make things
more efficient or reduce cost
Take accountability and show a “can-do”
attitude
7
8
ROLE DESCRIPTION The Event Crew sits within the Operations team and supports the set and de-rig of all events at Alexandra Palace. Ideal candidates will have experience working as part of team, the ability to carry out manual handling tasks and work well under pressure. Experience working in an events environment and supervisory skills are an advantage. Work will be offered on an as and when needed basis in line with event operations. The hourly rate is between £13.85- £15.45 per hour depending on skills, experience and licenses. Applicants must be eligible to work in the UK and hold a clean driver’s license. To apply please send your CV to recruitment@alexandrapalace.com CVs will be shortlisted on receipt Key duties include: 1. Set up infrastructure for events and other functions as required. This can include but is not limited to: chairs, tables, signage, fencing, barriers and staging 2. Break down and de-rig events returning equipment to the correct storage areas 3. Load and unload equipment as directed by the Venue Logistics Manager 4. Set up signage around the site as directed by the Venue Logistics Manager 5. Follow department processes and procedures working safely within standard operating procedures 6. Use tools and machinery as directed e.g. forklift, cherry picker and scissor lift Essential Clean UK driver’s license (to drive Gator around site) Experience working as part of a team Experience working with customers and responding to simple enquiries Good command of English language Ability to carry out manual handling tasks professionally To be physically capable of fulfilling the duties of the role Available to work some weekends, bank holidays and anti-social hours IPAF license (ability to drive forklift) Desirable MEWPS license (ability to drive cherry picker / scissor lift) Experience working in an events environment Experience supervising a small team Basic understanding of AV equipment 1
Leisure Steward 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. We deliver 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 or a skate on the ice. We are known for our diverse entertainment programme, our natural parkland and panoramic views of the city. ROLE DESCRIPTION The Leisure Stewards are responsible for supporting the smooth running of all Leisure operations across the site including the ice rink, pitch and putt, and boating lake. Experience of working directly with customers and the ability to ice skate with confidence are essential. Previous experience working in an ice rink or leisure venue is desirable. The hourly rate is £13.85 (London Living Wage) Applicants must be 18 or over due to the nature of work and shift patterns HOW TO APPLY To apply for the role of Leisure Steward please send your CV and a cover letter outlining how you meet the requirements of the role to recruitment@alexandrapalace.com. We have casual work available (where shifts are offered on an as and when needed basis). Applications will be shortlisted on receipt. Due to the volume of applications, we are unable to provide feedback to those not shortlisted for interview. DBS CHECK As part of our commitment to ensure a safe environment, we require all staff who may in the context of their role work closely with children and young people and adults at risk to complete an Enhanced (without barred list) Disclosure and Barring Service check which will be reviewed every three years. This role requires an enhanced criminal records check from the Disclosure and Barring Service which we consider to be satisfactory. This will be arranged and paid for by Alexandra Palace prior to any shifts being offered. 2 JOB TITLE Leisure Steward – casual shifts DEPARTMENT: Ice Rink RESPONSIBLE TO Ice Rink Duty Managers JOB PURPOSE To support with the smooth running of Leisure operations across Alexandra Park and Palace including Ice Rink, Pitch & Putt, and Boating Lake, providing a friendly and approachable customer service. KEY INTERNAL RELATIONSHIPS Visitor Services Assistants Ice Rink Visitor Services Assistants Leisure Supervisors KEY DUTIES AND RESPONSIBILITIES 1. Assist customers at the different leisure operations: Ice-Rink, Pitch & Putt and Boating Lake taking payment for activities and helping people enjoy activities safely. May include selling merchandise or food and drink. 2. Deliver an efficient and effective hire service by making sure customers are using the correct equipment, ensuring it is in good repair and correctly stored e.g. ice skates, skating aides, pitch and putt equipment and pedalos at the boating lake. 3. Maintain high standards of customer service by greeting all customers appropriately, checking tickets, answering customer enquiries (which may relate to other events taking place at Alexandra Palace) and behaving in a manner that upholds Alexandra Palace’s standards and values. 4. Working as part of a team, prepare the site for activities, private hires and events. 5. Establish a clean and tidy working environment maintaining high standards of presentation throughout the site including hoovering, picking up litter, tidying site areas, cleaning tables and emptying waste bins 6. Facilitate the use and maintenance of the machinery/equipment i.e. ice re-surfacer (Olympia) by putting the ramps on the ice and sweeping up snow ensuring that all sessions start on time with fresh and smooth ice. 7. Act in a health and safety capacity at site ensuring that evacuation procedures are followed and any incidents reported to a supervisor or Duty Manager. 3 . PERSON SPECIFICATION ESSENTIAL DESIRABLE First Aid at Work qualification EDUCATION / QUALIFICATIONS Applicants must be 18 or over due to nature of the work and shift patterns Able to speak English to a level that enables you to complete your job effectively DBS check (this will be arranged and paid for by Alexandra Palace prior to start of any shifts offered) EXPERIENCE Experience of working directly with customers Experience of working in a Leisure environment Experience working in a box office with a ticketing system Awareness of Alexandra Park and Palace operations and events Awareness of health and safety processes and procedures Experience answering customer queries and assisting with complaints and questions SKILLS / KNOWLEDGE Ability to skate with confidence Ability to swim and willingness to undertake Lifeguard training Strong communications skills with the ability to approach customers and offer assistance Reliable and punctual Customer focussed Well presented Team player Positive outlook with a can-do attitude Available to work a flexible shift pattern including weekends, evenings and some bank holidays 4 DIMENSIONS Financial responsibilities n/a People management responsibilities n/a 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. We will provide reasonable support to disabled applicants throughout the recruitment process. If you feel that you need any additional support or reasonable adjustments to take part in the interview process, please contact the HR team 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. CUSTOMER SERVICE STANDARDS 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 The Core Competency Framework 5 Each competency has an overall description. It is then broken down by level into “We will” and “We won’t” indicators. This role is a level 1 (of 4) and therefore should be demonstrating behaviours at level 1. 1. We are COLLABORATIVE “We work as one team, sharing ideas, knowledge and insight to achieve our common purpose” We Will l team Work together collaboratively- acting as one 1 e v e L Communicate with colleagues and other teams - building relationships, sharing information and reducing silos Attend and actively participate in team meetings Look for frequent opportunities to socially interact across the organisation Ask for help more often Pro-actively offer help if a team member is struggling We Won’t Wait to be asked for help or leave people to struggle Work in silos Make decisions without consulting each other Withhold information from others Be silent and uncommunicative Hold back because of lack of time or interest Ignore the phone or customers Act divisively 2. We are BOLD “We are bold and we embrace change – we constantly look for new opportunities and innovative ways of doing things” We Will l Bring creative ideas to work, share them 1 with others and influence to make them e v happen e L Be adaptable and open minded - listen to new ideas and try new things Demonstrate a passion for learning put self forward to be trained and to train others Be more vigilant in spotting the things which could be better Admit when a mistake has been made or could have been done better Welcome change as a way to learn and grow We Won’t Resist change and new ways of doing things Be afraid to try new things Be defensive when constructive criticism is offered Make the same mistakes Hold back ideas Blame others if new things go wrong Dismiss or shut down ideas without suggesting alternatives or looking at ways to make it work See setbacks as failure 3. We are OPEN AND GENUINE “We are inclusive and diverse - welcoming all through our doors. We are genuine - we do what we say we will and do it in a way that is in line with our values.” We Will We Won’t l Treat people with respect, irrespective of 1 e v e L their opinions, beliefs or background Demonstrate good manners with everyone Listen to others and value their opinions Take time to get to know other individuals and teams, who they are, what they do and how we can help Disrespect colleagues or customers Single out, exclude or discriminate against people because they are different to me or for any other reason Dismiss the views of others because their opinion and perspective is different to ours Criticise colleagues in front of others or Discuss things in person and not rely on the public email Be more culturally aware and understanding Take sides when hearing different opinions Bring personal problems into work on a of difference regular basis Work sensitively and collaboratively with all Meet commitments and keep promises - follow up on enquiries or requests for information promised Confront difficult situations Talk or gossip about others Talk the organisation down inside or out Fail to deliver on what we have promised 6 4. We are PASSIONATE & FUN “Our job is to put smiles on people’s faces, by being engaged and passionate about all that we do. We deliver our purpose with fun and enjoyment” 1 l e v e L We Will Demonstrate enthusiasm and excitement in the delivery of our roles Express passion, energy and fun with colleagues and customers Focus on quality – completing work on time and accurately Take visible pride in our work every day Be self- motivated and stay positive even when sometimes it is hard to do so Deliver the best experience for our customers Look for opportunities to bring fun to work We Won’t Create a negative atmosphere Demonstrate a can’t do attitude Allow the negativity of others to affect me Take things to heart Take a careless attitude to the quality of our work Say “I don’t know” – I will go and find out Say “It’s NOT my job” 5. We are RESOURCEFUL “We use what we have creatively to get the best results possible, solving problems and overcoming difficulties” 1 l e v e L We Will Be determined to deliver making best use We Won’t Bring problems without thinking of possible of the resources we have solutions or suggestions Say yes more often and then work out how Abandon problems hoping someone else to do it with what we have will solve them Say “Yes” if I know I can’t do something Use budget as an excuse not to do things Be wasteful of time, resources, energy and equipment Use initiative to solve problems – seeing every problem as a challenge and an opportunity to grow Minimise wastage and recycle more Look after resources as if they are personal belonging s- keeping them tidy and maintained Make suggestions on how to make things more efficient or reduce cost Take accountability and show a “can-do” attitude 7
Job Title Office Manager (Property and Facilities) Department Property & Facilities Responsible To Head of Property and Facilities Responsible For No direct line management responsibilities; supervisory responsibility for contractors, consultants, and third-party suppliers whilst on site. Overall job purpose To coordinate and support all property, maintenance, project, compliance and heritage activity across the Alexandra Palace portfolio. Key duties and responsibilities 1. Helpdesk & Reactive Works Coordination • Act as main point of contact for the department provide timely support to staff, contractors and stakeholders; and manage smooth day-to-day office operations. • Oversee the property helpdesk/work-order system, monitoring job requests and proactively liaising with staff, engineers and supply chain partners to schedule reactive works in a timely and prioritised manner in line with event and site operations. 2. Contractor Management and compliance • Coordinate contractor visits, ensuring RAMS, insurances, competencies, statutory documentation and compliance documents are in place, and listed building requirements are submitted and approved in advance. Arrange access, meet contractors on arrival and ensure compliance with site procedures. 3. Planned Preventative Maintenance (PPM) & Statutory Compliance • Manage the PPM and statutory inspection programme, ensuring all certificates, servicing records, and compliance documentation are recorded, digitised and kept fully up to date. Schedule works in alignment with the event diary and operational requirements. 4. Financial Administration & Procurement Support • Manage financial administration for the department including raising purchase orders, collate quotations, reconcile invoices, monitor budgets and maintain finance trackers. • Support procurement processes and documentation requirements for maintenance and project activities. 5. Assets, Systems and Digital Files • Maintain the digital filing structure for the Property Team, ensuring accurate version control, organised records and easy retrieval. • Update and manage the asset register 6. Business & Administrative Support • Schedule and coordinate meetings, prepare agendas, minutes, record actions and ensure follow-up across maintenance, projects, heritage and compliance workstreams. • Produce monthly and quarterly reports on maintenance performance, statutory compliance status and contractor KPIs. • Track trends, analyse performance, identify recurring issues and recommend improvements to enhance efficiency and compliance. • Oversee supplies of office furniture, equipment and stationary materials. 7. Project Administration and Heritage & Listed Building Compliance • Maintain structured digital project files and physical heritage documentation, including consents, drawings, surveys and conservation records, risk registers and change control documentation. • Liaise with Historic England, conservation architects and the local authority conservation officer to support compliance and relationships. 8. Health & Safety, Site Audit Support • Assist with organising and monitoring periodic cleaning programmes across site. • Support Health & Safety audits and venue safety walks, logging findings and tracking completion of actions. 9. Stakeholder Engagement • Assist in liaising with external bodies beyond Historic England, including local authorities, utilities providers, statutory agencies and neighbouring stakeholders. • Support community engagement for heritage projects, public consultations and information requests. • Coordinate tenant communication on repairs, access, compliance and obligations. Person Specification Essential Desirable Education / Qualifications / Memberships Degree or professional qualification in facilities management e.g. Institute of Workplace and Facilities Management IWFM or equivalent work experience NEBOSH, IOSH or Equivalent Health and Safety qualification. Experience Experience supervising contractors on site Experience of managing scheduled building maintenance including Mechanical and Engineering Experience of working with open space. Experience of working in a commercial, cultural, arts, entertainment or leisure venue. Familiarity with local government and its procedures processes and procurement practices. Significant experience of working in a similar business support role within a complex operational environment Experience of supporting major capital and refurbishment projects. Skills and Knowledge A strong understanding of health and safety legislation, procurement principles, contract management and building systems Organised and disciplined approach with strong prioritisation skills and the ability to work and deliver under pressure Able to solve problems with confident and effective decision-making skills, common sense approach. Excellent communication skills, able to present complex information to diverse audiences in a clear and succinct manner. Strong financial acumen and IT skills DIMENSIONS Financial responsibilities Budget administrator People management responsibilities n/a 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. We will provide reasonable support to disabled applicants throughout the recruitment process. If you feel that you need any additional support or reasonable adjustments to take part in the interview process, please contact the HR team 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. CUSTOMER SERVICE STANDARDS VALUES AND BEHAVIOURS 1. We are Collaborative 2. We are Bold 3. We are Open and Genuine 4. We are Passionate and Fun 5. We are Resourceful The Core Competency Framework Each competency has an overall description. It is then broken down by level into “We will” and “We won’t” indicators. This role is a level 2 (of 4) and therefore should be demonstrating behaviours at level 2 1. We are COLLABORATIVE “We work as one team, sharing ideas, knowledge and insight to achieve our common purpose” We Will We Won’t l issues • Work with other teams to raise and solve 2 e v e L • Hold regular meetings to gain team input • Be visibly available to my team • Book weekly catch ups with other teams • Think and act as one organisation • Pro-actively talk to others rather than sending • Encourage silos or working in isolation • Think our work is more important than that of other teams • Make decisions without consulting other teams that may be impacted emails 2. We are BOLD “We are bold and we embrace change – we constantly look for new opportunities and innovative ways of doing things” We Will We Won’t l • Try new ideas and think outside the box 2 e v e L • Look for possibilities and opportunities everywhere – taking time to think creatively • Have faith in my ideas and find my voice • Encourage the ideas of others more often • Utilise the experience of the whole team • Strive to improve the customer experience • Encourage others to see mistakes as learning • Say “I can do better” but then do nothing • Accept something just because it is the way it’s always been done • Shut down ideas without thinking about the pros and cons • Resist change because it is too challenging • Think “I can’t do it” • Say “No” but not explain why 3. We are OPEN AND GENUINE “We are inclusive and diverse - welcoming all through our doors. We are genuine - we do what we say we will and do it in a way that is in line with our values.” We Will l • Get to know my team members 2 e v e L • Be human – show empathy and care for others • Thank people and make them feel good • Accept all - embrace different points of view • Confront difficult situations with openness, sensitivity, care and empathy • Pro-actively address exclusion and discrimination We Won’t • Exclude people because I find them difficult or • challenging Ignore or belittle the ideas or thoughts of others • Allow our own view to prevail not taking into account differences of opinion or approach • Tolerate exclusion or discrimination • Delegate to the same people as they always say “Yes” and avoid delegating to others 4. We are PASSIONATE & FUN “Our job is to put smiles on people’s faces, by being engaged and passionate about all that we do. We deliver our purpose with fun and enjoyment” We Will We Won’t 2 l e v e L • Act as a role model for others by demonstrating passion for my job and energy every day • Go the extra mile – setting an example for • Act negatively - moaning and criticising • Forget to celebrate • • Accept negativity or inappropriate behaviours Just do the minimum to get by the team • Make time to celebrate success • • Focus on delivering quality for myself and my Inspire, develop and build my team team • Create a culture of fun so that we can all enjoy what we do in our teams 5. We are RESOURCEFUL “We use what we have creatively to get the best results possible, solving problems and overcoming difficulties” We Will We Won’t 2 l e v e L • Bring solutions not just problems and complaints • Take a “see it and own it” approach • Make smart use of our resources • Actively look outside for new ideas and research Just go for quick wins because they are easy • Use resources just because we have them • Say “no” just because of lack of resource • • Allow wastage in our work areas • Take on too much at once • Create a stressful environment for myself or • Attend and encourage others to attend those around me training and conferences and bring back new ideas • Understand what generates profit • Free up budgets to spend where most needed • Empower and coach my team to come up with their own solutions • Make use of people’s skills from outside of work as well as at work