Hello World,
At Arts Centre Melbourne, we are a large performing arts centre with multiple venues in two main buildings.
Our team have recently undertaken a journey to rethink and redesign our Frontline service delivery at the entry to our buildings. The result is a new role with a key focus to welcome everyone to Arts Centre Melbourne and proactively champion an exceptional visitor experience by providing information, tourism, ticketing and retail services to ensure that each visitor maximises their time with us and engages in the performing arts.
We used to have seperate roles for these functions in the past and are now combining them into one role. Customers no longer need to navigate our buildings to find the service (eg: Box Office) they want - everything is now delivered to them the moment they walk in. We are also changing the physical setup to enourage conversations with our customers instead of formal service interactions and will be providing them with a tablet to proactively deliver service from anywhere in the building.
This role is shaping up to be something quite exciting for us, however the one thing we can’t decide on is a title for it. Our working title has been “Welcome Team” and we would prefer not to use “Concierge” as that is the title of one of the old roles and we want to make it clear that this is a new beginning for the service that we provide to our community. I'm looking for something not traditional and something that the team can take pride in saying that this is how they represent Arts Centre Melbourne on a day to day basis.
Any ideas??
BV
Beau VigushinDirector, Ticketing & Visitor ExperienceArts Centre Melbourne
Hi Beau,
I have a question rather than an answer for you. STC are considering a very similar approach when we return to The Wharf after the upcoming renovations.
You mentioned that you are providing staff with tablets to deliver service from anywhere in the building. Are you using TRBO for this? How are you getting around the fact that it is not possible to load existing orders (for printing/reprinting tickets) and that TRBO is not currently compatible with chip and pin payments?
CheersSarah
Sarah CoffeyApplication and Database ManagerSydney Theatre Company
Hey Sarah,
We aren't going to use TRBO as we can't find a supported payment solution (as you mentioned), but will use a Surface Pro with the application installed. It's expected that if they aren't using QuickSale to process an order, our team will need to dock the Surface Pro to sell a ticket. I'm hoping that we can use QuickSale for tours and merchandise, but won't use it for reserved seat and advance ticket sales.
We should talk more about it all anyway - seems like there is a lot in common about our approach to service.