Customer Experience Team Member - Brighton

ATG Entertainment; Kemp Town Estate; On-site; GBP 18,000 - 24,000; Full time

Job summary

ATG Entertainment is seeking a Front of House team member to join the Customer Experience team at the venue entrance. You will greet guests, scan tickets, serve drinks and snacks behind the bars, merchandise, ice cream and programmes, and guide guests to their seats.

Evening and weekend availability is essential. A positive attitude to health and safety and commitment to our CSR priorities are valued as part of delivering excellent customer experiences.

Qualifications

• Front of House experience preferred.
• Strong customer service and sales skills.
• Ability to handle cash and operate bar/merchandise areas.
• Excellent communication and teamwork.
• Able to work evenings and weekends.

Responsibilities

• Greet and engage with audience members, ensuring they feel welcomed and valued.
• Answer queries and provide timely information and guidance.
• Maintain up-to-date knowledge of the venue and events to upsell products.
• Proactively suggest and sell food, beverages, merchandise, programmes, or packages.
• Work to exceed sales targets and ensure accurate cash handling.
• Identify and address health, safety, or security risks.
• Collaborate with the team to complete tasks and adapt to needs.

Skills

Customer service

Sales

Cash handling

Teamwork

Communication

Observant

Proactive

Creative thinking

Ambition

Sales flair

Job description

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 alongside Security and Box Office Staff at the entrance to the venues, some of your tasks may overlap and we always work together to ensure the customers experience is the best it can be. 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 Merchandise, selling ice cream and programmes in the auditorium, and showing people to their seats. Evening and weekend availability is essential for this role. Please note, your role may involve working with children or vulnerable people.,

• 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.
• 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 Creative Learning and Community Partnerships work.
• Have 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.

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.

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 focussed on the customer.
• Relate well to others.
• Communicate effectively.
• Be proactive, decisive and get things done.
• Think creatively.
• Have ambition and drive.
• Have a flair for sales.