POSITION PURPOSE:

The Box Office & Room Services Coordinator will oversee the daily operations of the Bay Pavilions' Box Office, 
rooms, and studios, with the primary objective of ensuring exceptional customer experiences. This role is 
pivotal in delivering service excellence that consistently surpasses customer expectations. Collaborating 
closely with the theatre and customer experience teams, the Coordinator will maintain an unwavering focus 
on providing outstanding service, seizing sales opportunities, and nurturing strong customer relationships.

Through exceptional service and relationship management, this role aims to drive revenue growth by 
fostering repeat business. The Coordinator will actively promote our offerings to customers. Responsibilities 
include managing ticket sales, curating advertising displays, and ensuring consistently high-quality event 
experiences for all patrons.
This position will work relentlessly to implement the Aligned Leisure purpose of CONNECTING TO THRIVE 
AND WIN, values of AWARE, DISCIPLINED, RELENTLESS and UNITED, and associated behaviours throughout 
the entire team.

KEY RESPONSIBILITIES:
1. Coordination the Bay Pavilions’ Room Services
• Oversee the daily operation of conference and studio rooms, ensuring cleanliness and 
professionalism.
• Respond to room hire inquiries promptly and accurately, maintaining a high level of 
professionalism.
• Request and act on customer feedback to continually improve room service standards.
• Perform all administrative tasks necessary for successful event and conference functions.

2. Coordination and operation of the Bay Pavilions’ Box Office
• Maintain a physical presence at the Box Office, overseeing its smooth operation.
• Provide training and supervision to Box Office and Sales staff.
• Ensure timely resolution of customer complaints.

3. Ticketing functions and services
• Manage the in-house ticketing system, handling phone, counter, and online sales.
• Communicate with ticketing clients and other stakeholders regarding production ticketing 
details.
• Ensure timely printing and distribution of mail-out and 'Box Office Collect' tickets.
• Accurately process sales in the POS system, capturing customer data for marketing purposes.
• Identify opportunities for upselling and cross-selling based on customer needs.

4. Finance
• Generate and forward invoices for room hire and group ticket purchases accurately and 
promptly.
• Collaborate with the accounts team and debtors to ensure timely payment of invoices.

5. Advertising and marketing support
• Maintain up-to-date information on ticket and Bay Pavilions’ websites.
• Proactively promote events to staff and customers to maximize ticket sales.
• Assist the Marketing Coordinator in creating advertising displays to maximize sales 
opportunities.
• Update and create imagery for BrightSign displays in and around the Box Office area.

6. Reporting
• Provide regular reports to the Head of Theatre & Arts and leadership team on ticketing and 
room occupancy performance (weekly, monthly and annualy).
• Ensure completion and sign-off of all reports, checklists, and procedures.
• Manage ticket databases and customer information effectively.

7. Theatre and Customer Service support
• Liaise with schools, community groups, and local businesses, providing tours of the facility and 
encouraging utilization of all areas.
• Assist conference coordinators in setting up and facilitating professional meetings and 
conferences.
• Prepare quotes for potential studio or room bookings and foster relationships throughout the 
event process.
• Offer support to the Customer Experience team and Theatre Technical team as needed.

8. Member of the Eurobodalla Leadership Team

• Role model our values, behaviours and service standards, instil this model throughout the organisation, and ensure that all new staff understand this expectation.
• Rostering of the theatre team, to ensure successful events.
• At all times act in the best interests of Aligned Leisure and Eurobodalla Shire Council. 

9. Outstanding service delivery to all customers and stakeholders
• Aligned Leisure will be renowned for delivering outstanding service and providing memorable 
experiences for our customers. This role will be relentless in identifying these opportunities and 
will always ask “How would I want a member of my family treated in this situation?”
• All Aligned Leisure staff will understand and deliver on our customer charter and service 
promise.

The Box Office & Room Services Coordinator must be available to work a mixture of early morning, daytime,
evening and weekend shifts. The role may from time to time be required to undertake other tasks as directed 
by the Head of Theatre & Arts.