FOH Duty Manager

ATG Entertainment; Glasgow; Presencial; GBP 28.000 - 36.000; Tempo integral

Resumo da vaga

ATG Entertainment Limited is seeking a Relief Duty Manager to lead the Customer Experience Team across Front of House operations at the Theatre Royal and King’s Theatre, Glasgow. You will report to the Customer Experience Manager and coordinate with Deputies and Assistant Manager to ensure a seamless, profitable service during performances.

Responsibilities include managing bars, kiosks, auditorium and merchandise operations, reviewing processes to improve profitability and ensuring health,

Qualificações

• Experience of leading a team to maximise sales and consistently achieve targets.
• Experience of a 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 cost.
• Enthusiasm for/interest in the theatre and work of ATGE, and ability to positively and pro-actively engage with all staff at all levels.
• Absolute attention to detail.
• Excellent IT skills.

Responsabilidades

• Lead the Customer Experience Team on a show-by-show basis to deliver a seamless Front of House operation across the bars, kiosks, auditorium and merchandise.
• Contribute to review of systems and processes so the operation can be flexed to help achieve greater profits.
• Ensure Front of House areas are presented to the highest standard and compliant with Health and safety, Scottish Licensing and Hygiene Rules.
• Proactively seek opportunities to enhance the customer experience during performances in consultation with CE Management.
• Positively communicate with customers on feedback received during their visit.
• Lead the team in creating a strong customer-centric culture and maintain high customer satisfaction.
• Effectively manage customer queries and complaints on the night.
• Work with supervisor team to manage staffing levels and train staff across roles.
• Ensure licensing and hygiene regulations are followed and maintain cleanliness in front of house and sales areas.
• Lead the security team during a performance.
• Maximise sales and ensure KPIs are achieved through ongoing staff training on shift.

Conhecimentos

Team Leadership

Hospitality

Customer Service

Verbal Communication

Problem Solving

Multi-tasking

IT Skills

Descrição da vaga

Relief Duty Manager

You’ll report to the Customer Experience Manager and be responsible for leading the customer experience team on a performance-to-performance basis. You’ll also work closely with the Customer Experience Deputies and Assistant Manager as well as your fellow Duty Managers.

You will be responsible for leading the Front of House, Bar, Lounge and Kiosk teams on a given performance, delivering a strong and profitable Front of House Operation, ensuring that a cost effective and customer focused range of services are consistently provided to the highest standards.

• Costs: To help lead the team that will deliver and exceed targets; and proactively contribute to the venues profitability 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 that the customer is at the centre of everything we do, and that the wider team have a continuous awareness of and will, to deliver and exceed all customer expectations.
• Ambassador: To help build and protect key relationships with customers, promotors, external suppliers and internal colleagues.

This role is based in the Theatre Royal and King’s Theatre, Glasgow

Key responsibilities

Retail Operation

• To lead the Customer Experience Team on a show-by-show basis to deliver a seamless Front of House operation across the areas of the bars, kiosks, 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, Scottish Licensing and Hygiene Rules and Regulations.

Customer

• Proactively seek opportunities to enhance the customer experience before and during the performances, in consultation with the 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 that they are appropriately trained and developed through specific staff training plans across all roles.
• Be the first point of call for supervisors on a performance for any incidents.
• To ensure supervisors and team members adhere to licensing and hygiene regulations and that a high standard of cleanliness is maintained in all front of house and sales areas.
• To lead the security team during a performance.

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 the ideas and ensure all visitors receive an excellent customer experience with maximised sales opportunities.

General Front of House Operation

• To be 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 i.e. technical
• Act as a first aider for the performance
• Any other duties as reasonably requested

Other Duties

• To 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. 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 a 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 cost.
• Enthusiasm for/interest in the theatre and 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.

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.