Customer Experience Team Member

ATG Entertainment UK; Oxford; In loco; GBP 18.000 - 24.000; Tempo pieno

Descrizione del lavoro

ATG Entertainment UK at New Theatre Oxford is seeking energetic individuals to join our Customer Experience Team. If you love hospitality, selling and delivering outstanding customer experiences, you will be part of a dynamic team driving revenue across theatre bars, retail outlets and ushering.

Role involves greeting audiences, directing them to seats, serving drinks and snacks, and promoting programmes and merchandise while maintaining safety and high service standards.

Competenze

• Previous experience in a bar, hospitality, retail or sales-focused customer service environment.
• Confident, outgoing personality with excellent communication skills.
• Flexibility to work evenings, weekends and public holidays.

Mansioni

• Serving customers efficiently in busy theatre bars and hospitality areas.
• Upselling drinks, snacks, programmes and merchandise using product knowledge.
• Promoting venue products, packages and offers to maximise sales opportunities.
• Delivering exceptional customer service that encourages repeat visits.
• Assisting customers with enquiries and providing a welcoming atmosphere throughout the venue.
• Understanding sales targets and supporting the team to achieve them.
• Maintaining high standards of presentation, cleanliness and stock levels.
• Identify risks to health, safety or security and act to keep everyone safe.

Conoscenze

Hospitality experience

Sales oriented

Customer service

Teamwork

Flexibility

Descrizione del lavoro

Do you love sales, hospitality and delivering outstanding customer experiences?

We're looking for confident, energetic and sales-driven individuals to join our Customer Experience Team at New Theatre Oxford.

As part of the Customer Experience team, you will report to the Customer Experience Management Team and whilst on shift the Duty Manager and Supervisors. You will also work alongside our Box Office and Security Teams at the entrance to the venue, some of your tasks may overlap with theirs and we always work together to ensure the customers experience is the best it can be.

This is much more than a traditional ushering role. We are seeking people who thrive in a fast-paced environment, enjoy engaging with customers and are motivated by exceeding sales targets. Working primarily across our busy theatre bars and retail outlets, you'll play a key role in driving revenue while ensuring every customer has an exceptional experience.

This is a varied role which involves working in all areas of Front of House. This includes welcoming customers, scanning tickets, serving drinks and snacks behind the bars and Merchandise where applicable. Selling ice cream and programmes around the venue as required, and Ushering in the auditorium involving greeting our audience members, directing them to their seats and making sure they are safe and adhering to rules and policies.

You must be aged 18+ for this role and evening and weekend availability is essential. Please note, your role may also involve working with children or vulnerable people.

Key Responsibilities

• Serving customers efficiently in our busy theatre bars and hospitality areas.
• Using your personality and product knowledge to upsell drinks, snacks, programmes and merchandise.
• Actively promoting venue products, packages and offers to maximise sales opportunities.
• Delivering exceptional customer service that encourages repeat visits.
• Assisting customers with enquiries and helping create a welcoming atmosphere throughout the venue, ensuring they feel genuinely welcomed and treated as an important and valued customer.
• Knowledge and understanding of our sales targets and supporting the team in achieving and exceeding them.
• Maintaining high standards of presentation, cleanliness and stock levels.
• 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.

Your Skills, Qualities, And Experience

Essential

• Previous experience in a bar, hospitality, retail or sales-focused customer service environment
• A confident and outgoing personality with excellent communication skills
• Someone who enjoys selling and engaging with customers
• Experience working in a fast-paced environment and delivering excellent service under pressure
• A positive attitude, strong teamwork skills and a willingness to learn
• Flexibility to work evenings, weekends and public holidays

Desirable

• Bar and alcohol service experience
• Experience working towards individual or team sales targets
• Experience in a theatre, live entertainment, hospitality or events venue

About Us - Our Values

• 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 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 Corporate Social Responsibility pillars

• 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 Creative Learning and Community Partnerships 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.

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