Visitor Services Staff

Overview The Sydney Opera House Trust (SOHT) is seeking a labour hire provider to supply front-of-house staff to the Sydney Opera House on an ad hoc basis, including during peak trading periods, to fill shifts unable to be covered by SOHT's existing personnel. Provided staff will work across Sydney Opera House's performance venues performing general front-of-house duties, including ticket scanning, ushering, cloak room attendance and, where specified, event supervision. Scope The scope includes: Supply of suitably experienced staff to fulfil shifts at the Sydney Opera House as requested by SOHT Front-of-house attendants (ticket scanners, ushers, cloakroom attendants): providing front-of-house services in accordance with SOHT's staff handbook, including ushering, ticket validation and scanning, cloak room and audience ingress/egress duties, program and merchandise selling, and stage door and venue presentation duties Assisting in emergency situations such as medical and evacuation procedures, including safely evacuating venues and providing direct assistance to patrons Reporting customer service issues or patron disputes, cleanliness or maintenance requirements in venues and public areas, and safety hazards to the Manager/Team Leader on Duty Front-of-house duty managers (supervisor/team leader): leading a team of front-of-house staff and maintaining consistent standards of performance in accordance with SOHT's staff handbook Achieving a high standard of customer service, including identifying and resolving customer concerns Briefing front-of-house staff on daily event details Delivering presenter requirements, collaborating with relevant stakeholders across ticketing, food and beverage and production teams Applying relevant strategies, plans and initiatives as instructed by SOHT to ensure theatre operations are cost effective and of the highest standard Overseeing emergency evacuation procedures, including briefing staff where required Complete role descriptions are set out in Schedule 2 of the Services Agreement. Contractor Requirements Respond to requests for staff within 48 hours and supply staff within seven days of receiving notice from SOHT Ensure all staff complete induction and training materials specified by SOHT Ensure all staff attend training sessions as required by SOHT Engage and pay all staff, including applicable superannuation and statutory entitlements Complete pre-engagement checks for all staff, including right to work, Working with Children Check, and any other checks required by SOHT Contract Terms and Conditions Intended Commencement Date: Mid-December 2026 Contract Term: 5 years Instructions to Tenderers Further details of the desired outcomes and opportunity for suppliers are outlined at Section 2 of the RFT. For additional details, including instructions on how to submit a proposal, please refer to the RFT documentation. Enquiries Primary contact: Ryan O'Keefe Email: ryan.okeefe@sydneyoperahouse.com