Customer Experience Supervisor

ATG Entertainment Limited; Glasgow; On-site; GBP 12,000 - 18,000; Full time

Job summary

ATG Entertainment Limited in Glasgow is seeking a Customer Experience Supervisor to lead the Front of House team during performances at Theatre Royal and King’s Theatre.

You will report to the Customer Experience Management Team and the Duty Manager, supervise multi-skilled staff, drive customer satisfaction, maximise sales and control costs, while ensuring safety and compliance.

Qualifications

• Experience of service in the hospitality sector, particularly bar work.
• Ability to manage a diverse team with discretion and diplomacy.
• Excellent verbal communications skills, including conflict resolution.
• Creative problem solving and decisive decision making.
• Experience in a fast-paced environment with multitasking.
• Flexible attitude to working hours and availability on peak times.
• Ability to prioritise and drive revenue while reducing costs.

Responsibilities

• Lead the Customer Experience Team to deliver seamless Front of House operation across bar, auditorium and merchandise.
• Support shift planning, staff supervision, and training plans.
• Manage customer queries and complaints during performances.
• Maximise sales and KPIs through ongoing staff development on shift.
• Ensure health and safety and compliance across venues.

Skills

Hospitality experience

Team leadership

Excellent communication

Conflict resolution

Proactive problem solving

Prioritisation

Customer focus

Attention to detail

IT skills

Job description

Customer Experience Supervisor

This role is based in the Theatre Royal and King’s Theatre, Glasgow. You must be aged 18 years or over to apply. This is a 0 hours contract.

Working as part of the Customer Experience team, you will report directly to the Customer Experience Management Team and to the Duty Manager of each performance. You are responsible for the supervision of the Customer Experience Team.

The successful candidate will supervise a team that will deliver and exceed targets; and proactively contribute to the venue’s profitability by initiating ideas, systems and projects which will maximise sales and minimise costs. They will support a positive, forward thinking, innovative and customer focused culture within the team and to develop and nurture a strong multi-skilled and adaptable workforce. Ensuring that the customer is at the centre of everything we do, and that the wider team have a continuous awareness of the customer need and will deliver and exceed all customers’ expectations. The successful candidate will build and protect key relationships with customers, promoters, external suppliers and internal colleagues.

Please note, your role may involve working with children or vulnerable people.

Key Responsibilities

Retail Operation

• To Support the Duty Manager to lead the Customer Experience Team to deliver a seamless Front of House operation across the areas of bar, auditorium and merchandise, and assist with the implementation of new procedures.
• Contribute to the review of systems and processes so the operation can be flexed to help achieve greater profits, whilst keeping shift length to a minimum.
• Ensure all Front of House areas are presented to the highest standard and fully comply with Health and Safety Scottish Licensing Hygiene Rules and Regulations.
• When required, to assist with the merchandise reconciliation and ensure it is accurate.

Customer

• Proactively seek opportunities to enhance the customer experience before and during performances, in consultation with the Customer Experience 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

• Support the Duty Manager of the performance in managing staffing levels.
• Manage and motivate staff, monitoring and appraising their performance and ensuring that they are appropriately trained and developed through specific staff training plans.
• Supervise all aspects of the team members’ role during a performance, including but not limited to, bar sales, auditorium sales, delivered at seat, merchandise sales, and general health and safety of audience members.
• Be the first point of call for staff on an evening for any incidents.

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.
• Assist with the development, implementation and sale of custom food & beverage offers to help drive revenue.

General Front of House Operation

• Be knowledgeable of ATG’s policies and procedures and ensure that these are consistently adhered to by all team members.
• Assist and take the lead with supervising of shows and performance teams.
• Assist the cellar team with stock management procedures.
• Act as a first aider for performances.
• Monitor audience behaviour and support customer experience team members as needed.
• Any other duties as reasonably requested.

Your Skills, Qualities, and Experience.

Essential:

• Experience of service in the hospitality sector, particularly bar work.
• Ability and confidence in managing a diverse team, treating differing views with discretion and diplomacy.
• Excellent verbal communications skills, including conflict resolution.
• 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 the theatre and the work of ATG Entertainment, and ability to positively and pro-actively engage with all staff at all levels.
• Absolute attention to detail.

Desirable:

• First Aid Qualification.
• Experience of supervising and leading a team to maximise sales and consistently achieve targets.
• Excellent IT skills.
• Steady availability with particular effort to be free to work on a Friday and Saturday evening.

About Us - Our values

ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

• THRIVE doing what we love (with passion and dynamism)
• CONNECT through every act (with collaboration and kindness)
• DARE to do different (with curiosity and courage)
• PERFORM at our best (with customer focus and ownership)

Our Corporate Social Responsibility pillars

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

• Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our ATG INSPIRE work.

Our culture

You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone

Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.

We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

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.

If you’d like to discuss accessibility prior to applying, please email [e-mail] for a confidential discussion.

Closing date: Monday 26th October.

Interviews will be held on Wednesday 4th November.