Front of House Coordinator

We are looking for somebody with excellent management, personal and organisational skills to lead our Front of House team and programme, and to welcome visitors to our 13th festival edition, exhibitions, events and city.

MAIN DUTIES:

Management

• Ensure the provision of a high-quality mediation and interpretation service for Liverpool Biennial 2025 by directly line-managing 10-15 Festival Guide roles (part time and full time) across up to three venues.

• Ensure that the Festival Guides team are well prepared, knowledgeable, motivated and empowered to deliver an outstanding experience for all visitors. This will involve assisting in the management of on-going recruitment, co-ordination, supervision, training and development of the team.

• Oversee the daily opening/ closing of the venues, safety and maintenance of the art installations, checking that all equipment and facilities are adequate.

• Work with the Liverpool Biennial team, in particular our Access Liaison Officer, to ensure venues and events are made as accessible as possible for audiences, artists and staff.
• Liaise with all partners and Liverpool Biennial team members to ensure regular exchange of clear and up-to-date information and feedback from audiences.

Delivery of an Outstanding Experience for Festival Guides:

• Lead, inspire and manage the Front of House team. Lead by example by proactively engaging and supporting visitors and team members alike.

• Be knowledgeable of Liverpool Biennial 2025 exhibits and activities, local geography, transport services, hotels, shops and other relevant public information. Promote and provide information on opening hours, exhibitions, events, facilities and access provision.

• Organise the rota for both full-time and part-time Festival Guides in advance, whilst also managing daily schedules and briefings. Coordinate annual leave, sickness and breaks.

• Work with the Director of Programme and Partnerships and Curator of Learning to develop and deliver a month-long induction and training programme for Festival Guides, as well as delivering briefings and induction packs for partner venue FoH staff on the Liverpool Biennial artworks in their spaces.

• Offer effective line management and pastoral care to Festival Guide team, including regular 1:1 and ensuring clear lines of communication and feedback are upheld.

• Ensure provision of staff rooms, drinking water, toilet facilities at every venue.

• Ensure open communication and co-ordination with partner organisations’ staff and volunteers, building and strengthening relationships to ensure a coherent staff and visitor experience across all LB venues.
• Co-ordinate the documentation and evaluation of the Festival Guide programme and, working with the Liverpool Biennial Development team, ensure visitor feedback and surveys are collected regularly to feed into the overall evaluation of LB2025.

Delivery of Outstanding Visitor Experience: 

• Ensure that the Festival Guide team delivers an outstanding visitor experience for arts professionals, key sponsors, patrons, affiliates and the general public.

• Ensure the accessibility and provision of information and advice to all visitors and guests to enable them to make the most of their visit.

• Manage the day-to-day running of venues, including being ultimately responsible for daily opening and closing of spaces.

• Be main point of contact for all ‘found venue’ owners and building Coordinators, ensuring they are kept up to date with activity, changes and any questions or concerns are addressed and resolved quickly.

• Work with the LB Programme and Learning teams to support the smooth running of the public and learning programmes, including preparing venues and ensuring appropriate staffing levels for events and group trips.

• Coordinate tours and Festival Guide-supported group visits, including implementing a calendar of Festival Guide-led tours.

• Support the Liverpool Biennial Development and Programme teams in the organisation of celebrations, launch / closing events and exhibition activities, VIP tours, Press tours etc.
• Ensure that all enquiries made in person, by telephone, e-mail, or in writing are handled professionally, courteously, promptly and effectively. Assist visitors or guests with specialist enquiries, either transferring them to someone who can help or taking their details and contacting them when the information is found.

Operations and Admin

• Ensure that the works of art are maintained in good condition, reporting any faults or issues to the Director of Programme and Partnerships for resolution as soon as possible and within a maximum of 12 hours.

• Ensure that Liverpool Biennial 2025 venues are health and safety compliant: clean, free of clutter, and that all equipment remains in working order.

• Ensure cleaning provisions are always available to staff and visitors when necessary, alongside implementing regular cleaning schedules and visitor flow plans.

• Work with the Access Liaison Officer and Production Coordinator to ensure all venues and artworks are made as accessible as possible and that clear, up-to-date access information is made available to visitors.

• Write, implement and manage health and safety guidelines, risk assessments and safeguarding protocols for exhibition and information sites, ensuring any risks are identified and mitigated, and that any incidents are reported in line with LB policies.

• Ensure every venue has adequate First Aid and fire safety provision, including (but not limited to) a designated First Aider, a designated Fire Safety Marshall, a fully stocked first aid kit and accident report forms, fire extinguishers and blankets, clear
• Work closely with the Development team to develop and manage visitor donations and sales of merchandise.

General

• Attend training and professional development opportunities as required.

• Work within the context of Liverpool Biennial’s Code of Conduct, Equality and Diversity, Health and Safety, Sustainability and Safeguarding Policies in delivery of internal and external service and treatment of employees alongside all other Company policies as detailed in the Staff Handbook.

• Other duties commensurate with the nature and responsibility level of the post.

PERSON SPECIFICATION

Essential Criteria

• At least two year’s relevant work experience in a similar role
• Demonstrable experience of team leadership and line management
• Excellent verbal and written communication skills
• Ability to inspire and motivate others
• Good organisation and planning skills
• Demonstrable ability to engage individuals with contemporary art & culture
• Commitment to equity, diversity and inclusion
• Commitment to environmental sustainability

Desirable Criteria

• Implementation and delivery of staff training and development programmes
• Experience of implementing bespoke health and safety, audience control and booking procedures
• Up to date knowledge of current health and safety practices and policies
• Knowledge of and/or training in Safeguarding legislation
• Valid First Aid or Fire Warden training
• Full UK Driver’s license

This role will require the successful applicant to obtain a DBS check.