Job Vacancy: Guest Experience Team Leader

Tyne Theatre and Opera House; Newcastle upon Tyne; On-site; GBP 60,000 - 80,000; Part time

Job summary

A cultural venue in Newcastle is seeking a Guest Experience Team Leader to oversee guest-facing areas during events. The role involves supervising staff, ensuring smooth operations in the bar and café, and delivering excellent customer service. Candidates should have at least one year in a supervisory role and the ability to work evenings and weekends. This position offers casual hours with a rate of £12.57 per hour.

Qualifications

• At least 1 year’s experience in a customer-facing supervisory role.
• Ability to work evenings, weekends, and bank holidays as required.

Responsibilities

• Oversee guest-facing areas during events.
• Supervise Guest Experience Assistants.
• Lead bar service during busy periods.
• Ensure compliance with safety and hygiene standards.

Skills

Customer service skills

Calm handling of challenging situations

Bar area capability

Cellar area capability

Reliability and proactivity

Numeracy skills

Job description

Job Title: Guest Experience Team Leader

Reports to: Head of Guest Experience

Hours: Casual Hours (evenings and weekends required)

Salary: £12.57

Purpose of Role

To support the Duty Manager in leading the Guest Experience team during performances and events at Tyne Theatre & Opera House. The Guest Experience Team Leader will act as a role model on shift, ensuring that Front of House, Bar, and Café operations run smoothly, guests receive excellent service, and all safety, licensing, and theatre standards are maintained.

Key Responsibilities

• Support the Duty Manager in overseeing the smooth running of guest-facing areas (Bar, Café, Front of House, and Events).
• Supervise and motivate Guest Experience Assistants during shifts, ensuring high standards of customer service and professionalism.
• Oversee bar operations on shift, including preparing bars before service, ensuring they are fully stocked, clean, and compliant.
• Lead bar service during busy periods (Preshow and intervals), helping staff deliver fast and efficient service.
• Assist with cellar management, stock rotation, deliveries, and maintaining accurate stock levels.
• Lead by example in delivering excellent guest service, resolving customer queries or complaints in a calm and professional manner.
• Support the Duty Manager with staff briefing, ensuring all team members understand their roles, responsibilities, and event requirements.
• Monitor queues, guest flow, and safety within Front of House areas.
• Ensure outlets (bars, café) are well-presented, adequately stocked, and compliant with licensing and hygiene standards.
• Assist with closing and securing the venue at the end of shifts, including cashing up and stock checks.

Duties Will Include

• Assisting with stock rotation, restocking, and cellar/bar checks.
• Serving F&B at any of the service outlets.
• Preparing hospitality areas before events and ensuring cleanliness is maintained throughout.
• Ensuring the Guest Experience Team have everything they need to carry out their role.
• Completing incident reports or customer feedback logs.
• Completing pre and post shift checks and tasks.

Essential Role Requirements

• At least 1 year’s experience in a customer-facing supervisory role (hospitality, events, or venue preferred).
• Strong customer service skills with the ability to handle challenging situations calmly.
• Capable of working on a bar area.
• Capable of working in a cellar area.
• Reliable, proactive, and able to work under pressure in a busy environment.
• Numeracy skills for handling cash and ePoS systems.
• Ability to work evenings, weekends, and bank holidays as required.

Desirable

• Experience in a theatre, live events, or hospitality venue.
• Personal Licence holder or willingness to work towards one.
• First Aid or Health & Safety training.

To apply, please send your CV via email with the subject title ‘Guest Experience Team Leader’ to [e-mail].

Closing date for applications: 9am on Monday 27th October