Giorgia Marchetta

Education

Equipment

My Equipment/Kit:

I can use:

About me

I can bring over five years experience of working in theatre and events management utilising exemplary customer service skills. I have extensive experience in delivering welcoming and knowledgeable service, as well as a proven track record of expertly working as part of a team within both a theatre and a visitor attraction environment.

As Appeals Assistant to the BBC Children in Need - London & South East regional team, I provided general administrative support working to numerous members of the team at any one time, carrying out ad hoc administrative duties as required in a very busy office environment. Tasks included diary management, scheduling meetings and booking project visits on behalf of colleagues. My colleagues have complimented me on my ability to prioritise and meet deadlines, being proactive and getting things done with minimal instruction or supervision. As the first point of contact for the team, I would respond to general enquiries over the phone and via email, advising the general public and stakeholders alike on fundraising options, redirecting project-funding queries to the relevant Regional Officer. I coordinated Appeal event logistics for both the BBC London and BBC South East outside broadcasts, liaising with venues and managing the invited guest lists. I coordinated the transportation and shipment of event collateral to fundraising events and to the outside broadcasts on Appeal night, including event dressing and merchandise. Confident in dealing with senior and external contacts, I liaised with BBC TV and Radio production teams, providing support and researching local projects and events, working to tight deadlines to ensure they had all the information and external contacts they needed on the lead up to and come down from the annual Appeal show. I assisted the BBC Children in Need editorial teams onsite at events, for example the Radio 2 Gala Lunch and the Radio 4 Saturday Live auctions. I also assisted the BBC South East production team during the live shoot of their Appeal show outside broadcast on location – responsible for talent minding Pudsey, I had to learn on the job extremely quickly, familiarising myself with following the outline of the script and taking directions over talkback.

For three years starting in July 2014 up until its closure in September 2017, I worked as Visitor Experience Team Leader for BBC Worldwide - Live Events at the Doctor Who Experience in Cardiff, bringing the Doctor Who and BBC brand to life daily by delivering a high profile live event, connecting directly with the audience. I coordinated event logistics and took responsibility for all day-to-day schedule management of the Doctor Who Experience, supervising a team of 20+ internal event staff and coordinating the work of cleaners and security guards provided by a third party supplier. I would ensure appropriate operational procedures were in place to guarantee the smooth and seamless running of all events operations and the highest standards of presentation, access and security for visitors and staff, striving to represent both the BBC and the Doctor Who brand in the best possible light. As well as leading the recruitment and training of all new members of staff, I would compile the monthly staff rota and the daily event rota, ensuring operational requirements were met while staying within budget, delivering value for money through effective management of resources. I was the first point of contact for the events team, and I would lead daily team briefings communicating logistics and ensuring all personnel were fully prepared for event activity, aware of all current policies and related procedures. I am used to working independently, being presented with unusual situations and needing to effectively problem solve by making sure requirements are met while remaining in line with company policy and values. With over a thousand visitors per day, the Doctor Who Experience was a high-pressure environment, which required flexibility, quick-thinking and excellent organisational and time-management skills, as well as the ability to remain calm under pressure in order to balance Health & Safety requirements with excellent customer service. I have extensive experience working within a constantly changing set of circumstances, remaining effective and sustaining performance. I am also an excellent team player, able to work collaboratively with peers, both confident in supervising a team and comfortable deferring to senior management.

I have a keen eye for detail and accuracy – as well as coordinating event logistics, I would provide administrative support to the Doctor Who Experience senior management team. I have excellent IT skills and am proficient in the use of Microsoft Office systems. Responsible for diary management, I would organise the Doctor Who Experience Conference Room calendar and the Operational Calendar. I would also manage guest lists, complimentary ticket allocations and press ticket allocations, and daily compile audience attendance reports using Excel. I would handle administrative staff management tasks, complete and distribute the Front-of-House report after each day of operations and keep office files and databases updated. I was also responsible for the maintenance of utilities, IT and office equipment, ensuring all necessary office and First Aid supplies were replaced as needed. I would assist with the asset management of all Doctor Who Experience props, costumes and set pieces, monitoring collection and delivery to and from BBC Wales. I would provide logistical support during conferences and other events, such as Q&As with visiting VIP guests and talent, screenings, parties, wedding ceremonies and receptions. I would research event dressing and props, help to devise seating layouts within the venue, set up technical equipment, and ensure additional staffing requirements were met. I would also book additional resources and contributors, organising their travel and transport. I was regularly consulted by the management team and required to proofread most written output, from audience notices and signage to best practice documents. I would assist with incorporating social media channels and digital activity into publicity and communications campaigns for the Doctor Who Experience, helping the venue to gain a solid presence on Facebook, Twitter, Instagram and Snapchat. I would regularly contribute ideas for content, including a Mannequin Challenge video that had over 7500 shares and a reach of over a million on Facebook. I am able to learn new IT skills quickly and adapt to different systems. I have a basic knowledge of HTML coding and I am self-taught in the use of WordPress. I would monitor the Doctor Who Experience website and red-flag any issues to do with both content and its technical functionality, escalating issues to the press/publicity team.

I have excellent written and spoken communications skills. I can easily absorb written communiqués and transfer information on, translating complex data into easy to understand materials, and I am used to handling sensitive and confidential information. At the Doctor Who Experience, I would regularly assist the General Manager in formulating lines against enquiry, utilising my knowledge of BBC Editorial Guidelines, editorial policy and commercial policy to draft replies to routine questions. I was the main point of contact for the audience, handling general enquiries about the facilities and programming in a pleasant and confident manner, utilising excellent interpersonal and social skills both face-to-face and over the phone. I would monitor the Doctor Who Experience general enquiries inbox, ensuring routine email queries were replied to in a timely manner, answering complaints and customers’ questions. I would proactively engage and assist visitors using my extensive knowledge of Doctor Who and its filming process, sharing facts, stories, statistics and information to maximise the enjoyment of their day. I would pride myself in delivering excellent service that was accessible and inclusive, and I learned to adjust delivery to better target my audience, thanks to a clear understanding of and respect for the visitors’ different levels of ability, age and expectations. I would lead tours of up to 35 visitors multiple times per day, delivering scripted content as a costumed character and as myself within the commercial venue of the Doctor Who Experience and within BBC buildings such as Roath Lock Studios. I also contributed to necessary edits and content additions to the materials for all tour scripts, as rendered necessary by the constantly developing nature of the Doctor Who Experience. As well as engaging directly with the audience, I built relationships and would regularly communicate in person, over the phone and via email with a variety of guests, across departments and with stakeholders - other BBC Worldwide members of staff, representatives from BBC Public Service, celebrities, even members of Parliament. I would liaise with representatives from the national press, the regional press and press for specialized audiences, organizing press visits, putting together press packs and orientation packs. I would look after special guests for the duration of their visit, ensuring they had access to all the facilities they might require.

I am a hard-working individual, proactive and self-motivated. I believe in going above and beyond to get the job done and deliver to the best of my abilities, and I always try to bring a positive, helpful attitude and a flexible approach to work.
Referees:
Available on request

License & Passport

Skills

Secondary Job Title	Events Manager
Job Titles	Events Management / Support, General Staff
Years in industry	3 to 6 years
Organisations / Memberships	BECTU (UK)
Work Permits	EU