Casual Duty Manager
You’ll report to the Customer Experience Manager and be responsible for leading the onsite customer experience team to deliver a strong and profitable Front of House operation, ensuring the cost effective and customer focused range of services are consistently provided to the highest standards.
- Costs – To help lead a team that will deliver and exceed targets, and proactively contribute to the venues profitability by initiating ideas, systems and projects which will maximise sales and minimise costs
- Culture – To help build a positive, forward thinking, innovative and customer-focused culture within the team and to develop and nurture a strong multi-skilled and adaptable workforce
- Customer – To ensure the customer is at the centre of everything we do, that the wider team have continuous awareness of this and will strive to deliver and exceed all customer’s expectations
- Ambassador – To help build and protect key relationships with customers, promoters, external suppliers and internal colleagues
Key responsibilities
Retail Operation
- Lead the Customer Experience Team on a show-to-show basis to deliver a seamless Front of House operation across the areas of bar, auditorium and merchandise
- Contribute to the review of systems and processes so the operation can be flexed to help achieve greater profits
- Ensure all Front of House areas are presented to the highest standard and fully comply with Health and Safety, Licensing and Hygiene Rules and Regulations
Customer
- Proactively seek opportunities to enhance the customer experience before and during performances, in consultation with CE Management team
- Positively communicate with customers on all feedback received during their visit
- Lead the team in creating a strong customer centric culture
- Assist in maintaining high levels of customer satisfaction at all times
- Effectively manage customer queries and complaints received on the night
Staffing
- Work with the supervisor team of the performance in managing staffing levels
- Manage and motivate supervisors, monitoring and appraising their performance and ensuring they are appropriately trained and developed through specific staff training plans across all roles
- Be the first point of contact for supervisors on a performance for incidents
- Ensure supervisors and team members adhere to licensing and hygiene regulations and maintain a high standard of cleanliness in all front of house and sales areas
- Lead the security team during performances
- Act as a point of contact for the Customer Experience assistants on performances if they wish to raise a grievance, worry or feedback and assist in filling training gaps where possible
Sales/Finance
- Maximise Sales and ensure all Key Performance Indicators are achieved through delivering ongoing staff training and development on shift
- Liaise with the management team to share ideas and ensure all visitors receive an excellent customer experience with maximised sales opportunities
General Front of House Operation
- Act as the nominated Duty Manager responsible for the building and its occupants in the absence of more senior personnel
- Maintain good working relationships with other departments involved in performance delivery such as technical and marketing
- Act as a first aider for customers and staff during performances
Other Duties
- Adhere to all Risk Management procedures to minimise the risk of injury and accidents
- Any other duties as reasonably requested
Your skills, qualities, and experience.
We welcome transferable skills from other industries. If you can demonstrate many of the essential skills, qualities and experience we encourage you to apply. We are able to provide training where necessary.
Essential
- Experience of leading a team to maximise sales and consistently achieve targets
- Experience of managerial role in the hospitality or tourism sector
- Ability and confidence in managing a diverse team, treating different views with discretion and diplomacy
- Excellent verbal communication skills
- Creative problem solver and confident decision maker
- Experience of working in a fast-paced environment, managing multiple tasks at once
- Proactive and flexible attitude, particularly in approach to working hours
- Ability to effectively prioritise
- Positive and solution focused, with ability to think creatively to drive revenue and reduce costs
- Enthusiasm for/interest in theatre and the work of ATGE, and ability to positively and pro-actively engage with all staff at all levels
- Absolute attention to detail
- Excellent IT skills
Desirable
- First Aid qualification
- Experience of delivering training
Our Disability Commitment
We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.
Accessibility
If you’d like to discuss accessibility prior to applying, please email recruitment@atgentertainment.com for a confidential discussion.
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