Overview:
Secret City is seeking an experienced and dynamic Operations Coordinator to join our team for an exciting Immersive Escape Experience, Where Dark Things Dwell, in partnership with Heritage Park. As an Operations Coordinator, you will be responsible for overseeing the smooth operation of the front of house area, ensuring excellent customer service and creating a welcoming atmosphere for our guests. You will manage ticketing and reservations, and coordinate various aspects of guest services, and staff management.
Key Responsibilities:
- Coordinate daily operations of the FOH area, including ticketing, reservations, and guest services.
- Work with the Stage Manager to ensure flawless execution of the production.
- Ensure a welcoming and positive experience for guests, handling inquiries, resolving complaints, and addressing any issues that arise.
- Collaborate with other departments, such as marketing and operations, to ensure seamless coordination of the immersive experiences.
- Maintain up-to-date knowledge of services and events to provide accurate information and recommendations to guests.
- Assist in the development and implementation of customer service standards and protocols to enhance the guest experience.
- Monitor and analyze customer feedback, identifying areas for improvement and implementing strategies to enhance guest satisfaction.
- Ensure compliance with company policies, procedures, and safety standards, including emergency response protocols.
Requirements:
- Bachelor’s degree in Hospitality, Business Administration,or a related field is preferred.
- Previous experience in an operations or guest services role, preferably in the entertainment or hospitality industry.
- Strong organizational and multitasking abilities, with the capacity to prioritize tasks and handle multiple responsibilities simultaneously.
- Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and management.
- Proficient computer skills, including experience with ticketing systems and reservation software.
- Knowledge of customer service principles and best practices, with a customer-centric approach.
- Flexible availability to work evenings, weekends, and holidays based on operational needs.
- Ability to remain calm and composed in high-pressure situations and handle customer inquiries or complaints with professionalism
- Strong understanding of theatre production.
- Firm availability Wednesday evenings through to October.
- Firm part-time afternoon/evening availability Thurs-Sun.
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Secret City is a place-based experience design studio with a mission to build human connection through shared stories, immersive places, and a sense of play. Secret City blends theater, gaming, technology and UX design to activate historical sites, museums and dormant venues for fans that keep coming back. Established in 2014, Secret City has designed, produced and operated over 25 live immersive games, large scale events and digital products.
Secret City strives to create an inclusive and diverse work environment where everyone is treated with respect and given equal opportunities for growth and success. We welcome all to apply including visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity.
If you require accommodation during any step of the application process, please email us at [email protected].
Job Type: Fixed term contract
Contract length: 4 months
Pay: $22.00 per hour
Flexible language requirement:
Experience:
- stage management: 2 years (required)
Work Location: In person
