Customer Experience Team Member

ATG Entertainment; Aylesbury; On-site; GBP 20,000 - 23,000; Full time

Job summary

ATG Entertainment is seeking a Front of House Associate to welcome guests, scan tickets, serve drinks, and assist with merchandise and programmes in the auditorium. You will help guests to their seats and ensure a smooth, enjoyable visit.

You’ll work across daytime, evenings and weekends, with 18+ eligibility. The role involves collaboration with Security and Box Office teams to deliver an exceptional customer experience and uphold safety and company policies across the venue.

Qualifications

• Experience in customer-facing roles (front of house).
• Able to work day, evening and weekend shifts.
• 18+ years of age required.

Responsibilities

• Greet and engage with audience members, ensuring they feel welcomed.
• Answer audience queries with timely information and guidance.
• Maintain knowledge of the venue’s shows, products and information.
• Promote and sell products at the bar, DAS, merchandise, or programmes.
• Keep to sales targets and manage cash and stock safely.
• Identify health, safety or security risks and act to keep people safe.
• Collaborate with team members to complete tasks.
• Take initiative to complete needed tasks and uphold health and insurance policies.

Skills

Customer service

Sales skills

Cash handling

Communication

Tools

POS system

Job description

As part of the Customer Experience team, you will report to the Customer Experience Manager, Deputy Customer Experience Managers, Assistants, Duty Managers and Supervisors on shift.

You will work with our Security and Box Office teams at the entrance to the venues, some of your tasks may overlap and we will always work together to ensure the customers experience is exceptional. This is a varied role which involves working in all areas of front of house including welcoming customers, scanning tickets, serving drinks and snacks behind the bars and selling merchandise, ice cream and programmes in the auditorium, alongside showing people to their seats.

Daytime, evening, and weekend availability is essential for this role. You do need to be aged 18+ for this position.

Key responsibilities

• Greet and engage with audience members, ensuring they feel genuinely welcomed to the venue and treated appropriately as an important and valued customer.
• Answer audience queries, ensuring that they can access timely and useful information and guidance when they need it.
• Maintain up to date knowledge of the venue, current and upcoming shows, products, and other information relevant to customers and to recommend additional products and services as appropriate.
• Proactively suggest and sell products including food and beverages at the bar or through Delivered at Seat (DAS), merchandise, programmes, or packages, ensuring an engaging sales approach to customers that encourages further purchases.
• Know and understand our sales targets and to work to exceed them.
• Ensure the accurate and safe handling of cash and stock in line with company procedures.
• Proactively identify risks to customer or staff health, safety or security and take appropriate actions to keep everyone safe. Ensure company Risk Management policies and guidance are complied with.
• Work collaboratively as a team member, working well with others to ensure all required tasks are completed
• Proactively identify tasks which need to be done and take responsibility for completing them., 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 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 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.

The essential criteria of a great member of the team are:

• Understand the impact of the role on the customer experience and its importance to the company.
• Have a great work ethic and care about quality.
• Be observant and customer focused.
• Relate well to others.
• Communicate effectively.
• Be proactive and decisive.
• Think creatively.
• Ambition and drive.
• A flair for sales.

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.