COMMUNICATION
This position will interact with a diverse range of patrons attending events at the Theatre.
In all aspects of this position, it will require face-to-face communication and patrons will
expect a high level of service that is pleasant and efficient as part of their experience. The
Bar will require efficient service, particularly at peak periods in a noisy environment. Box
Office duties will require efficient, courteous and informed customer service. Ushers will
be expected to present a confident and efficient demeanor to be able to quickly assist
patrons to locate their respective seats and to attend discreetly to patron needs and issues
throughout performances.
JUDGEMENT & PROBLEM SOLVING
The Theatre Services Attendant is required to exercise sound judgement and follow
established procedures to ensure the safe, efficient, and professional delivery of front-of-
house services. The role involves responding appropriately to patron enquiries, resolving
routine issues with a customer-focused approach, and recognising when matters should
be escalated to the Duty Supervisor.
Attendants must be able to remain calm and make informed decisions in a fast-paced
environment, balancing customer service with operational and legislative requirements.
This includes complying with Responsible Service of Alcohol (RSA) obligations, venue
policies and procedures, and supporting emergency responses, including evacuations,
first aid incidents, and other situations requiring prompt and appropriate action. Accuracy
in handling transactions and the ability to adapt to varying patron needs, including
accessibility requirements, are essential to the role.
AUTHORITY
The Theatre Services Attendant is authorised to carry out the responsibilities of the role
in accordance with established policies, procedures, and operational guidelines. Routine
decisions are made within these parameters, with more complex or non-routine matters
referred to the Duty Supervisor.
The role is authorised to enforce Responsible Service of Alcohol (RSA) requirements and
other venue safety procedures, including refusing service where required by law or policy.
Any incidents, patron concerns, or matters outside delegated authority must be promptly
reported to the Duty Supervisor and documented in accordance with venue procedures.
SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES
ESSENTIAL
1. Previous experience in Ushering at a venue, cultural facility or theatre.
2. Previous experience in Bar operations.
3. Experience in cash handling, EFTPOS and POS systems
4. Demonstrated high level customer service experience
5. Ability to relate effectively to a diversity of patrons and co-workers
6. Ability to communicate effectively in a fast-paced environment
7. Ability to work across a 7-day roster system, including evening and weekends.
