Entry Experience Assistant
Attendee Experience is the foremost department within SMASH!, assisting with the planning and development of ticketing systems and convention wayfinding, as well as providing customer service and problem solving for our potential customers and ticket holders.
Entry Experience is a sub-department of Attendee Experience. It works in tandem with Operations to outline, manage and utilise plans provided by the venue to create suitable ingress and egress for the event, along with queue management planning and the creation of logical and suitable accessibility planning. Entry Experience also liaise with other departments to organise the layout and printing of necessary signing to assist with wayfinding for our guests on the day. The Entry Experience Assistant is expected to undertake the necessary tasks whilst reporting to the Entry Experience Coordinator, along with the support of the Attendee Experience team to guide you into your new role. Some of the tasks you may be expected to undertake include;
- Developing an entry plan both online and offline and being the first point of contact related to the Entry Experience
- Develop efficient queue management strategies inside and outside of the convention space, including emergency and overflow planning
- Understanding of accessibility needs and implementing appropriate strategies to ensure accommodation
- Attention to detail with ticketing information
- Assisting with other Attendee Experience departments, such as Customer Service, to plan and participate in Pop-Up sales booths that may operate prior to SMASH!
- Providing answers to any ticketing-related questions that may arise
- Collaborating with all departments to ensure up-to-date details and plans are available as needed
- Assisting with the training and management of volunteer crew members to assist over the SMASH! Weekend
- Development of processes to assist other departments to develop appropriate signage for wayfinding
- Prepare and collaborate with external vendors to facilitate with the creation and printing of signage
The Entry Experience Assistant is also expected to undertake tasks to assist with the general undertakings of the Attendee Experience team. This is not limited to;
- General customer service, both prior to and during SMASH!
- Assisting with managing and utilising our in-house ticketing system
- Aid in physical ticket sales both prior to and during SMASH!
- Management of volunteer crew members
- Interdepartmental collaboration
Essential Skills & Knowledge, Experiences, Qualifications
- English proficiency, both spoken and written
- Available for set-up/bump prior to, along with the convention weekend itself
- Reside in; or able to travel to Sydney, Australia
- Easily contactable via phone and email
- Available for regular department and interdepartment meetings either in-person or over Meets.
- Strong problem solving skills in a high pressure environment and the ability to think on-the-fly
- Experience in event planning and/or management, in either a professional or voluntary capacity
- Ability to think spatially and strategically to create ingress and egress planning
- Ability to work in a team-oriented environment with active contributions to discussions
- Interpersonal skills
- Open to receiving feedback and coaching
Desirable Skills & Knowledge, Experiences, Qualifications
- Previous experience in customer service, either professional or voluntary capacity
- Strong interpersonal and leadership skills
- Strong time management and planning skills with the ability to work under pressure