JOB DESCRIPTION
Job Title: Venue Support
Location: British Esports Facilities, Sunderland (British Arena, The Place and The Gaming Houses)
Contract Type: Bank / Casual Worker Agreement
Hours of Work: Flexible bank hours providing 24/7 cover, including days, evenings, nights, weekends and Bank Holidays.
Salary: £12.71 per hour plus 12.07% holiday pay
JOB PURPOSE
The focus of this role is to maintain British Esports' facilities as welcoming, safe, secure and professionally operated environments. The post holder will undertake front of house, customer service, venue support and security duties, ensuring visitors, students, clients, tenants, residents and event attendees receive a positive experience whilst maintaining high standards of safety, presentation and operational readiness.
This role supports the operation of all British Esports facilities. Depending on operational requirements, the post holder may be scheduled to work across one or more of the British Arena, The Place and/or the Gaming Houses and must be flexible in supporting the needs of each facility.
MAIN DUTIES & RESPONSIBILITIES
Front of House & Customer Service
- Provide front-of-house reception support and act as a welcoming first point of contact for visitors, customers, students, tenants, residents and partners.
- Monitor and manage venue inboxes, responding to routine enquiries, and escalating matters where appropriate.
- Answer telephone calls professionally, take accurate messages and direct enquiries to the appropriate team member.
- Handle visitor enquiries and provide accurate information regarding British Esports facilities, services, programmes and events.
- Signpost visitors and customers to rooms, facilities and event locations.
- Conduct venue tours for prospective clients, visitors, partners and customers.
- Assist with incoming post, parcels and deliveries and ensure prompt collection where required.
- Maintain awareness of venue bookings and support the successful delivery of events, meetings and programmes.
- Complete pre-event and post-event venue checks.
- Set up meeting rooms, classrooms, event spaces and venue areas in accordance with operational requirements.
- Support ticketing activities, visitor registrations and event admissions.
- Process merchandise sales and other venue-based transactions using approved systems and procedures.
- Assist Gaming Houses residents and guests with check-in and check-out procedures, key issue and return, room access arrangements and general enquiries.
- Support colleagues across departments and undertake any other reasonable duties as required.
Hospitality Service
- Provide customer service support within catering, hospitality, café and bar service areas across British Esports facilities.
- Serve food, beverages and refreshments in accordance with company procedures, licensing requirements and food hygiene standards.
- Process customer transactions using approved payment and point-of-sale systems.
- Prepare and replenish refreshments and hospitality provisions for meetings, events and venue activities.
- Assist with the setup, operation and close-down of hospitality, café and bar service areas.
- Monitor stock levels and report replenishment requirements to management.
- Maintain cleanliness, presentation and hygiene standards within hospitality and customer service areas.
- Provide a high standard of customer service to visitors, clients, residents, students and event attendees.
- Support hospitality requirements during tournaments, conferences, exhibitions, meetings, community activities and corporate events.
Venue Operations
- Assist in maintaining facilities to a high standard of cleanliness, presentation and operational readiness.
- Carry out routine building checks and report maintenance issues promptly.
- Support the safe opening and closing of facilities.
- Ensure communal areas, meeting rooms and event spaces remain prepared for customer and operational use.
- Support the delivery of tournaments, events, training programmes, meetings and corporate activities.
- Work collaboratively with colleagues, tenants, contractors and venue users to ensure the facilities operate effectively.
- Safety, Security & Compliance
- Conduct regular patrols of facilities, external areas and perimeter boundaries.
- Respond appropriately to alarm activations, security incidents and emergencies.
- Ensure visitors, contractors and venue users sign in correctly and possess appropriate identification where required.
- Monitor CCTV systems in accordance with company procedures and data protection requirements.
- Record, investigate and report incidents, accidents, safeguarding concerns, maintenance issues and security breaches.
- Follow all health and safety, safeguarding, security and emergency procedures.
- Carry out bag checks and searches where required in accordance with company procedures and event requirements.
- Assist with emergency evacuations and incident response when required.
- Maintain positive working relationships with local police, emergency services, contractors and key stakeholders.
- Promote a safe and secure environment for all visitors, students, staff, residents and guests.
PERSON SPECIFICATION
Essential Skills & Experience
- Excellent customer service and communication skills.
- Ability to communicate confidently and professionally with a wide range of stakeholders.
- Strong interpersonal skills and a positive, approachable manner.
- Competent user of Microsoft Office applications and email systems.
- Strong organisational and time management skills.
- Reliable, flexible and adaptable in response to operational requirements.
- Ability to work flexible shifts including evenings, weekends and overnight shifts where required.
Desirable Skills & Experience
- Previous experience in hospitality, leisure, events, customer service or venue management.
- Previous front of house or reception experience.
- Knowledge of health and safety procedures.
- Experience within a security or facilities-based role.
Pay: £12.71 per hour
Ability to commute/relocate:
- Sunderland SR1 1QX: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
