Guest Experience Host

LW Theatres Group; City of Westminster; On-site; GBP 15,000 - 21,000; Full time

Job summary

LW Theatres Group is recruiting Guest Experience Hosts for His Majesty’s Theatre in London. You will welcome guests, ensure safety, promote the guest experience, and support supervisors in day-to-day operations across the historic venue.

The role involves bar and retail service, assisting with tickets and queries, and maintaining excellent customer service across all eight shows scheduled over six of seven days.

Qualifications

• Previous experience in Bar work and/or hospitality.
• A “can-do” attitude with the ability to adapt in fast evolving situations.
• A calm and efficient approach.
• A self-motivating approach to work.
• An individual who takes pride in their work and upholds our company values.
• A team player who is inclusive, collaborative, and hardworking.
• A strive for excellence and eye for detail in all aspects of the job.
• The ability to build a strong rapport with guests and colleagues in an engaging and professional manner.
• Takes pride in the LW Theatres dress code.

Responsibilities

• Welcoming our guests into this historic building in a friendly and proactive manner.
• Ensuring our guests enjoy the spectacle on stage in a safe and secure environment by following health & safety and security policies.
• Putting our guest experience at the forefront of everything you do.
• Driving bar and retail sales through our various points of sale in the theatre.
• Supporting the supervisors in maintaining a smooth and safe operation in your designated area of the building.
• Maintaining open communication with the management team regarding operational procedures.
• Assisting our customers with all queries and feedback throughout their time at the theatre.
• Taking pride in your responsibilities and working as one team to ensure the presentation of our majestic theatre.

Skills

Bar work

Hospitality

Customer service

Job description

Extraordinary People. Extraordinary Opportunities.

Show Map

• Location His Majesty's Theatre, SW1Y 4QL,United Kingdom
• Employee Type Employee - Full Time

His Majesty’s Theatre is home to the renowned Phantom of the Opera, one of London’s longest running musicians - truly a staple in London’s West End! We are currently looking for proactive and engaging Guest Experience Hosts to join our team and create a warm welcome for our guests.
At LW Theatres we strongly believe every customer experience should be truly extraordinary. The Guest Experience team are the face of His Majesty’s Theatre and play a key role in ensuring our guests are welcomed into a safe and secure environment. In many instances, you are the first person our guests will encounter during their visit, and you will be expected to deliver an exemplary level of customer service at all times.

Our Guest Experience Hosts have a variety of job roles, so no two days are the same. Whether you are scanning tickets at the front doors to our theatre, serving drinks from one of our distinctive theatre bars, selling merchandise on our kiosks or even welcoming people into the auditorium itself, our Guest Experience Hosts are all key players in our diverse team of individuals who help to stage the extraordinary every day.

What you’ll be doing…

• Welcoming our guests into this truly historic building in a friendly and proactive manner
• Ensuring our guests enjoy the spectacle on stage in a safe and secure environment by following our health & safety and security policies.
• Putting our guest experience at the forefront of everything you do
• Driving bar and retail sales through our various points of sale in the theatre
• Supporting the supervisors in maintaining a smooth and safe operation in your designated area of the building
• Maintaining open communication with the management team regarding operational procedures.
• Assisting our customers with all queries and feedback throughout their time at the theatre
• Taking pride in your responsibilities and working as one team to ensure the presentation of our majestic theatre.

What we need…

• Previous experience in Bar work and/or hospitality.
• A “can-do” attitude with the ability to adapt in fast evolving situations.
• A calm and efficient approach.
• A self-motivating approach to work.
• An individual who takes pride in their work and upholds our company values.
• A team player who is inclusive, collaborative, and hardworking.
• A strive for excellence and eye for detail in all aspects of the job.
• The ability to build a strong rapport with guests and colleagues in an engaging and professional manner.
• Takes pride in the LW Theatres dress code.

His Majesty’s Theatre is split across 4 levels and Manual Handling across all levels of the theatre is a key part of the Guest Experience role.

We are currently only hiring applicants who can commit to all 8 shows, scheduled across 6 of 7 days of the week.

Our show schedule is evening performances of Phantom of the Opera on Monday to Saturday with matinee performances on Wednesday and Saturday.

We also have a Sunday concert each week.

Please be aware, due to business needs holiday requests will not be accepted for the period of 14th December 2026 - 3rd January 2027. The full show schedule for this period can be found here .

Salary:£12.85 per hour
Deadline for applications: Friday 30 th October 2026

Applicants who are shortlisted for interview will be invited to one of two Assessment Centres being held at His Majesty’s Theatre on Monday 2 nd November and Tuesday 3 rd November 2026.

Diversity & Inclusion

At LW Theatres, we pride ourselves on being a family of individuals and actively welcome applicants from all backgrounds – it’s one of our core values and we believe celebrating our differences is key to success.

At the heart of our Company is a culture of inclusion where everyone feels seen and heard and can be themselves at work. Regardless of your background, all we ask is that you have the skills and experience required and the desire to succeed. In return, we pledge to ensure that our selection process is both transparent and fair.

This role may close early if a sufficient number of applications are received.