Australian National Maritime Museum Position Description Position Title: Venue Operations Manager Section 1: Position Details Position Number:

M081

Classification:

APS 6

Type of Employment:

Non-Ongoing APS Employee

Division:

Commercial & Visitor Services

Section:

Venues

Reports To:

Manager Commercial Services

Number of Direct Reports:

0

Number of Subordinates:

0 (plus up to six casual supervisors)

Date PD Finalised:

July 2016

Prepared by:

HR

Valid From:

1 July 2016

Review Date:

30 June 2017

Section 2: Organisation Operating Context The Australian National Maritime Museum (ANMM) is the leading centre for maritime heritage in Australia. Our mission is to promote a broad interpretation of maritime heritage and culture; to preserve it and to bring it to life by:   

Developing and managing the National Maritime Collection through research, acquisition, conservation and interpretation Exhibiting the National Maritime Collection and other historical material in our care Presenting maritime heritage information through public and learning programs, events, the internet and publications Expanding our sponsorship, marketing and other commercial revenue sources

Section 3: Position Purpose The purpose of the position is to: To manage all aspects of the museum’s venue hire and concession business. Grow the museum’s venues business (corporate and private events and commercial filming) in line with market conditions while ensuring profitable events, profitable venues or sound commercial partnerships that drive venues business and strategic museum partnerships. Promote the museum as a unique, premium and cultural venue; including sales, promotion, financial management, budgeting, cost benefit analysis and accounting practices in relation to venue operations management. Possess a high level of oral and written communication skills for reporting purposes and the ability to handle efficiently all client and visitor enquiries and deliver events that secure repeat venues business. Manage the day to day operational requirements of supplier partnerships that facilitate venues business, incremental revenue and exceptional client and delegate venue experiences. Manage all operational aspects of the Commercial Venue Hire division to ensure the department maximises profit and delivers exceptional events. Page 1 of 5

Australian National Maritime Museum Position Description Section 4: Accountabilities and Outcomes (Maximum 5) The position is accountable for other functions and outcomes and may have others assigned from time to time. Accountability 1: Manage the Museum’s venue hire and filming operations through to event deliveryensuring seamless experiences across the museum once handed over from the sales teams. Provide excellence in client experience to ensure competitive quotes for upselling to generate incremental revenue. Management of clients will ensure client operational requirements are delivered in a timely manner, client rebook and events that are aligned with the Museum’s brand identity. Manage wedding enquiries for the museum from initial sales enquiry through to event delivery (ceremony or reception). Outcome 1: Increase revenue from across the venues revenue areas by a minimum of 15% per year (includes upselling for confirmed clients as well as new clients across venue hire, AV, and value adds such as experiences in exhibitions, vessels or curatorial tours) Outcome 2: Manage distribution of fortnightly event forecast reports and weekly operations meetings across the museum to ensure all departments are aware and across operational considerations of events. Actions minuted from these meetings and distributed within 48hours of meeting. Outcome 3: 98% client satisfaction and 30% retention of clients (ie repeat clients) Outcome 4: 15% conversion rate of all wedding proposals generated (NB will require advance reporting mechanisms) and 98% client satisfaction Outcome 5: 100% accuracy of Event Supervisor reports following events with all issues followed up within one business day of the event.

Accountability 2: Grow the Museum’s client base for venues (particularly weddings), through identification of and management of strategic partnerships. This may require account management of a selected number of repeat venues clients. This may include financial or non-financial partnerships that have the potential to drive new and repeat venues business and new revenue streams for the venues department such as AV, event styling as well as commercial filming. Outcome 1: Proactively source and manage initiatives with suppliers (Sydney by Sail, Laissez-Faire etc) to drive new weddings business to achieve revenue budget and operate at a profit Outcome 2: Identify and manage supplier relationships that drive revenue streams to the museum and contribute to achieving growth in venues revenue areas by a minimum of 10% per year and ensuring profit generation on third party supplied items. Outcome 3: Identify top museum clients (by volume of events and/or annual revenue and/or profitability) and account manage these to achieve 30% repeat client bookings or venue occupancy rates. Outcome 4: Account manage 10-15 repeat/reactive clients through engagements identified with strategic partnerships such as events onsite, exhibition launches or off-site opportunities. Outcome 5: 20 weddings/ceremonies to be booked in for 2015/2016 and at least 12 confirmed for 2014/2015

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Australian National Maritime Museum Position Description Accountability 3: Responsible for the financial management of the venue operation including: Procurement, invoicing, tracking client and catering income, commissions, recording discount approvals and authorisations, maximizing sales (including upselling) and profits, balancing venue reports with finance section reports. Outcome 1: Budgets achieved including revenue targets, expense targets and minimum profit of the department of 25% Outcome 2: Regular reporting on operational and revenue against budget or forecast. Justify anomalies and discuss trends and identify longer term gaps in venues business that require focus. All reports require 100% accuracy when compared against finance and CRM systems. Outcome 3: Accurate records and adherence to policies and procedures around financial reporting, tracking and quoting for the venues team. Outcome 4: Ensure RiskWizard is updated for any operational issues raised during events and appropriate museum staff notified. Outcome 5: Supervisor briefings undertaken prior to each event and reports of incidents/outcomes prepared for each event with 100% accuracy. Any issues dealt with within one business day of the event – and the client notified within the same period.

Accountability 4: Manage the handover process from sales to operations ensuring 100% accuracy of information exchange and client liaison. Outcome 1: 100% of all events, hand over documentation received and recorded appropriately within CRM or agreed filing system. Any operational or sales issues addressed within a minimum of two business days. For major clients (ie minimum $20,000 spend across all elements including venue hire and catering) an initial operational meeting should be conducted at least two weeks after the handover from sales. Outcome 2: Debrief meetings conducted with clients, particularly for major events (ie minimum $20,000 spend across all elements including venue hire and catering). Debrief meeting outcomes documented and distributed to relevant museum departments as well as improvements suggested. CRM updated with 100% accuracy. Outcome 3: Facilitate and proactively secure event clients to the museum for their next years’ event or identify new events from the client/company. Generating 30% repeat clients. Outcome 4: Maintain 100% accurate records related to each client/event, ensuring 100% of clients sign their event order prior to event delivery. Escalate any issues identified. Outcome 5: Primary contact between the various museum departments and the client to maximise client satisfaction. 90% of all clients met onsite during their event, with the Event supervisor introduced by the Venue Operations Manager.

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Australian National Maritime Museum Position Description Accountability 5: Oversee the operations of the venues department, identifying gaps in the market, opportunities for competitive advantage and overseeing opportunities in line with the Master Plan to bring venues operations on par with competitors. . Ensure wedding offerings exceed or meet competitor offerings and supervisors trained to oversee weddings (and events) in Venues Operations Manager absence. Outcome 1: Motivated and high performing supervisors with development and training opportunities identified. Supervisors and casual staff to be integrated or feel part of the venues team and able to manage office event administration such as run sheets, weekly forecast reports etc. Outcome 2: Key operational contact for new venue opportunities identified as part of the Master Plan, providing sound operational advice and direction to facilitate profitable venue hire, maximise museum occupancy across the museum or CAPEX opportunities identified. Outcome 3: Liaise with CAVS team to deliver value across the museum such as retail integration into events, marketing of the venues particularly for weddings or new event experiences, sponsorship activation as part of the venues experience.

WORKING HOURS: This role will be required to work Saturdays on a regular basis and occasionally Sundays. The role is 5 days a week onsite. Mandatory Accountability: Takes all reasonable care that their actions or omissions do not impact on the health and safety of others and complies with all health and safety policies and procedures. Applies all legislative and APS requirements in relation to anti-discrimination, workplace diversity, APS Values & Code of Conduct and equal opportunity Outcome 1: Safe workplace environment is provided for self and others Outcome 2: Workplace culture is free from harassment, bullying and discrimination; workplace culture is fair; flexible; safe; upholds and promotes the APS values and code of conduct Section 5: Knowledge, experience & Capabilities (Selection Criteria) The occupant is required to have: 1. Demonstrated ability in managing venues, functions and special events in a cultural or unique venue. 2. Experience in delivering high levels of customer service and sales, ideally in a cultural, tourism, venues or retail environment with particular emphasis on enhancing visitor experiences and generating revenue. 3. Demonstrated experience in successful marketing and growing sales, particularly year on year growth in revenue, volume and strategic partnerships, ideally for a venue. 4. Knowledge and experience in financial management, budgeting, profit maximisation, venue utilisation and accounting practices in relation to venue management. 5. Demonstrated ability in leading, managing and motivating a small reactive and/or proactive sales team to achieve excellence and budgets. Ability to work without close supervision and to meet deadlines in a fast paced customer facing environment.

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Australian National Maritime Museum Position Description 6. Superior communication and liaison skills, influencing ability including experience in reporting, handling client & visitor enquiries and working with internal and external clients. 7. Proficiency in database management and MS Excel, with evidence of an ability to interpret data and prepare detailed reports for management. Mandatory Criterion: Knowledge of and commitment to legislative and APS requirements in relation to WHS responsibilities, equal opportunity, APS values & code of conduct; commitment to workplace diversity and working in a team environment. Section 6: Mandatory APS Core Capabilities (APS staff only) To perform the job successfully, an individual should demonstrate the capabilities as defined and described by the Integrated Leadership System, ILS: A detailed description of the capabilities and the behavioural indicators for each is available for viewing or download at the APSC website www.apsc.gov.au. Section 7: Qualifications  Diploma or Advanced Diploma of Events or Event Management.  A high level of competency in Communications, Business, Tourism, Events & marketing

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