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Form of workReporting to the Ekka – Head of Sales. Sponsorship & Marketing, the Gates & Guest Services Manager is responsible for the Gates & Guest Services strategic and operational delivery in the lead up to and during the Royal Queensland Show – Ekka. This position will play a key part in pre-event logistics, rostering, training, and the management of staff across the Gates & Guest Services department.
This is a fixed-term full time position which finishes in September 2024 .
About us:
The Royal National Agricultural and Industrial Association of Queensland (RNA) is a member-based organisation. The organisation's charter is to celebrate and champion the essential role agriculture plays in the everyday lives of Queenslanders.
The RNA runs the Royal Queensland Show (Ekka), Queensland's largest event, on behalf of the community for 9 days each year in August. Staged at its original birthplace, the Brisbane Showgrounds, the Ekka showcases its unique tradition and heritage by bringing the city and country together for a once a year exhibition. On average 400,000 people gather to see thousands of exhibits, animals, world-class entertainment and taste award-winning food and wine.
Key Responsibilities:
- Design, set and coordinate build of all gate entry points, info booths and customer relations.
- Develop staff roster for Gate Operations/Guest Services in line with agreed budgets.
- Manage and lead a diverse team of personnel within our Gate Operations & Guest Services departments, while ensuring the delivery of world class service standards.
- Design and produce all necessary event documentation including, but not limited to, project plans, event management plan and supporting documentation, site plans, crew briefings, access plans and running orders etc.
- Responding and assessing in a timely manner, all requests, enquires and/or complaints made by guests in order to satisfy and guarantee the overall success of the Ekka.
- Acting as a link between RNA staff and guests.
- Innovate and improve reporting to allow for greater analysis of results to allow for operational improvements.
- Ensure IT and financial systems are all in place and managed daily.
- Hiring and training of new and existing staff in accordance with RNA’s Guidelines
- Actively report each week all complaints and customer feedback to Ekka – Head of Sales, Sponsorship & Marketing and the General Manager – Ekka
- Managing refunds in conjunction with relevant departments
- Other duties as required.
Benefits of Joining the RNA Team:
- Free Inner-City Onsite Parking
- Staff Events, like team building, lunches & activities
- Supportive, innovative, friendly team and inclusive company culture
- Competitive compensation packages
- Serious career progression opportunities within a business that values and rewards their staff.
- Opportunity to work on Queensland’s largest annual event, the Ekka.
Skills and Experience:
Although not essential, the following qualifications / experience would be seen favourably:
- Minimum 5 years’ experience in managing staff and customer complaints
- Tertiary qualifications in Business, Tourism or Hotel Management/ Hospitality.
- Superior attention to detail.
- Demonstrated ability to effectively liaise with a diverse range of people and different audiences.
- Customer service focused;
- Excellent verbal/written communication and negotiation skills.
- Project management skills and experience.
- High level of ability with all Microsoft programs.
Application close:COB Thursday 11th April 2024
To be considered for this role, please ensure you include a one page cover letter addressing the above selection criteria and your current resume in your application.
Please note we may interview candidates before the closing date of this job advert.
