Position Number: Multiple

Directorate: Community and Economy Services

Service: Arts and Culture

Location:
Blue Mountains Theatre and Community
Hub

Position
Classification:

Band 2

Date
Created/Updated

09/07/2026

POSITION PURPOSE/OBJECTIVE

The Theatre Services Attendant acts as an usher, bar attendant and box office attendant.
The position is responsible for providing excellent customer service while ensuring the
safe and efficient operation of theatre events. Key responsibilities include greeting and
assisting patrons, checking tickets, directing audience members to their seats, responding
to enquiries, supporting crowd management, undertaking bar operations, selling tickets,
light cleaning duties, the responsible service of alcohol and ensuring safety protocols are
maintained.

RELATIONSHIPS

Reports to (Position Title): Theatre Services Supervisor

Report to (Position Number): Multiple

Staff Responsibility: Nil

Key Internal Relationships: Front of House Supervisor, Program Leader
Theatre & Cultural Development, Blue Mountains
Theatre Staff

Key External Relationships: Audience members, customers, producers,
artists and performers

KEY RESPONSIBILITIES

Bar Attendant

- Provide efficient bar service during performance times

- Ensure that the Bar service operates according to RSA / Plan of Management

- Ensure bar is kept clean and stock is maintained and well presented.

- Ensure that pre and post event stocktaking is completed according to procedure

- Ensure that end of shift banking / reconciliation processes are followed

Ushering

- Assist patrons with finding the precise location of their seats according to their ticket

information.
- Acting responsibly and according to procedure in responding to emergency situations

such as building evacuations, first aid incidents or disturbances.

Box Office Attendant

- Provide high level customer service of Box Office ticket sales over the counter or

telephone
- Assist with general / venue hire enquiries

- Ensure Box Office is kept clean and brochure stock is maintained.

Other duties

- Assist in maintaining the clean and tidy presentation of the facility’s public spaces.

- Assist with occasional room setups as required

- Have a clear understanding of emergency procedures to assist with evacuations

Guiding Principles

- We act as one organisation responding to the changing needs of our LGA and

community
- We are strategy led, driven by our Community Strategic Plan with clear priorities and





focus
- We are service focused & we continuously improve service provision and provide

excellent customer service
- We collaborate and work together to achieve our outcomes

- We ensure safety and well-being is at the centre of our organisation, operations and

culture
- We are a financially sustainable organisation, living within our means, ensuring best

value resource allocation

These Guidelines complement the Council’s adopted Values of: Work Together; Work
Safe Home safe; Service Excellence; Value for Money; Trust and Respect; and,
Supporting Community.

Workplace Health & Safety

Ensure compliance with all Workplace Health and Safety (WHS) legislation, Council
policies, and safe work procedures to maintain a safe environment for patrons, colleagues,
and contractors.

Identify and report hazards, incidents, and unsafe work practices, and take reasonable
care for your own health and safety and that of others. Perform duties only when
appropriately trained, instructed, and equipped, use all provided equipment and personal
protective equipment correctly, and promptly report any safety concerns, incidents, or near
misses to the appropriate supervisor. to your line manager which will assist the Council to
meet its legal workplace health and safety obligations.

You have the right to cease or direct cessation of unsafe work. In addition, you are required
at all times to comply with Councils Asbestos Management Plan and Policy.

COMMUNICATION

This position will interact with a diverse range of patrons attending events at the Theatre.
In all aspects of this position, it will require face-to-face communication and patrons will
expect a high level of service that is pleasant and efficient as part of their experience. The
Bar will require efficient service, particularly at peak periods in a noisy environment. Box
Office duties will require efficient, courteous and informed customer service. Ushers will
be expected to present a confident and efficient demeanor to be able to quickly assist




patrons to locate their respective seats and to attend discreetly to patron needs and issues
throughout performances.

JUDGEMENT & PROBLEM SOLVING

The Theatre Services Attendant is required to exercise sound judgement and follow
established procedures to ensure the safe, efficient, and professional delivery of front-of-
house services. The role involves responding appropriately to patron enquiries, resolving
routine issues with a customer-focused approach, and recognising when matters should
be escalated to the Duty Supervisor.

Attendants must be able to remain calm and make informed decisions in a fast-paced
environment, balancing customer service with operational and legislative requirements.
This includes complying with Responsible Service of Alcohol (RSA) obligations, venue
policies and procedures, and supporting emergency responses, including evacuations,
first aid incidents, and other situations requiring prompt and appropriate action. Accuracy
in handling transactions and the ability to adapt to varying patron needs, including
accessibility requirements, are essential to the role.

AUTHORITY

The Theatre Services Attendant is authorised to carry out the responsibilities of the role
in accordance with established policies, procedures, and operational guidelines. Routine
decisions are made within these parameters, with more complex or non-routine matters
referred to the Duty Supervisor.

The role is authorised to enforce Responsible Service of Alcohol (RSA) requirements and
other venue safety procedures, including refusing service where required by law or policy.
Any incidents, patron concerns, or matters outside delegated authority must be promptly
reported to the Duty Supervisor and documented in accordance with venue procedures.

SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES

ESSENTIAL

1. Previous experience in Ushering at a venue, cultural facility or theatre.
2. Previous experience in Bar operations.
3. Experience in cash handling, EFTPOS and POS systems
4. Demonstrated high level customer service experience
5. Ability to relate effectively to a diversity of patrons and co-workers
6. Ability to communicate effectively in a rapid-paced environment
7. Ability to work across a 7-day roster system, including evening and weekends.

8. RSA Certification

DESIRABLE

1. Experience in ticketing systems and selling tickets
2. Current First Aid certificate
3. Venue Hire experience

📌 Theatre Services Attendant (casual)/10061) (Blue Mountains)
🏢 Blue Mountains City Council
📍 Blue Mountains