Team Leader | The Understudy - National Theatre

Chartwells Independent; Greater London; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Medicash

Perks at Work

Pension scheme

Annual leave

Job summary

National Theatre Food & Drink is seeking a Team Leader – Understudy to oversee front-of-house operations and lead the CSA team at the National Theatre venue. You will drive World Class hospitality, supervise frontline staff, and coordinate with Events, Theatre Bars & Cafes, and other departments.

The role requires experience in high-volume hospitality, strong communication and a flexible schedule including evenings, weekends and bank holidays.

Qualifications

• Experience in a high-volume venue is essential.
• Experience supervising frontline teams is preferred.
• Strong communication and customer service skills are required.
• Flexible schedule including evenings, weekends and bank holidays.

Responsibilities

• Oversee daily operations and front-of-house delivery.
• Lead, motivate and support CSAs (customer service advisors).
• Ensure high standards of hospitality and customer experience.
• Coordinate with events and other departments as needed.
• Conduct briefings and provide timely feedback to the team.
• Act as a key holder and report maintenance issues to management.

Skills

Team leadership

Customer service

Communication

Flexibility

Evenings & weekends

Job description

Team Leader – Understudy at National Theatre Food & Drink

40 hours per week – Full Time Contract

Reports to Duty Manager of The Understudy

£30,882 per annum

Overview

NT Food & Drink is a unique partnership between the NT, Levy UK&I and KERB Events. Together we are creating a world class hospitality destination embedded within the heart of the National Theatre’s (NT) operations, ensuring all public facing venues, as well as internal hospitality and commercial events, support the NT’s overall vision, values, and culture. The venue is made-up of three iconic theatres, housed in a brutalist architectural masterpiece, prominently poised on the banks of the River Thames, on the South Bank.

The Understudy department consists of the Understudy Pub, Kerb@Understudy Street Food Counter and Green Room Pub.

The Role

As a Team Leader, you will use your skills to maintain a high standard of quality work. This role is a floor-based role and you’ll be responsible for overseeing the delivery of operations, and the first point of contact for Customer Service Advisors (CSA) if they need assistance, as well as the wider building operations setup. You will manage CSA’sto provide highly visible leadership front of house, greeting and engaging with customers. You will lead, supervise, motivate and support to coordinate CSA’s, ensuring delivery of a world class hospitality experience to all patrons of the NT.

In return, you will have the chance to progress your career with a company that invests in its people, celebrates individuality, and rewards and recognises employees who go beyond the plate.

The home will be the Understudy, however you will support other departments such as Events, Theatre Bars & Cafes, Summer Activation and Blue Room as needed.

Roles & Responsibility

• Drive World Class Hospitality at the National Theatre in an operations-based role
• Drive drinks and food standards in our department ensuring teams are trained, informed and maintain high standards
• Placing orders for stock to maintain the correct stock levels and performing end of period stock counts
• Ensuring all deliveries are checked and stored promptly and correctly
• Performing engaging and informative briefings
• Supervising a team, creating a positive environment where the team feel welcomed and supported
• Being a responsible key holder
• Report any maintenance issues to senior managers
• Dealing with customer feedback and queries
• Delegating where necessary and ensuring the team are proactive at all times
• Complying with Food Handling & Hygiene standards

Internal

• Complying with Health & Safety regulations
• Undertake any other related duties as assigned by management, in accordance with the needs of the organization.

Personal specification

• Experience working in a similar role in a high volume venue
• Previous experience supervising frontline teams within a similar environment
• Good communication skills with a focus on great Customer Service
• Team player and can-do attitude
• Flexible – you will be required to work evenings, weekends, and bank holidays
• Ability to work under pressure whilst maintaining a positive attitude

Benefits:

• Medicash - Healthcare benefits, including dental, optical and therapy treatments (includes up to 4 dependent children)
• Aviva Digicare - Free annual healthcare check
• Exclusive Benefits & Wellbeing site (Perks at Work)
• Entertainment discounts - up to 55% off cinema tickets
• Health & Wellbeing discounts - Discounts for Nuffield Health (20%) and Pure Gym (10%)
• Travel discounts - Discounts with holiday companies such as TUI and Expedia
• Shopping discounts - Save up to 15% at high street and online stores by purchasing Shopping Cards
• Meals on duty
• Vodaphone discounts
• Pension scheme and Life Assurance
• Employee Assistance Programme
• 23 days + BH's and additional day off for your birthday
• 2 days additional leave, following return from Maternity leave during first year back
• Competitive and supportive family benefits
• Day off for baby's first birthday
• Holiday purchase scheme
• On-going training & development and career pathways
• Professional subscriptions paid
• Financial wellbeing programme and preferred rates on salary finance products

As part of Compass you'll help to feed people, fuel progress and forge connections in around 6,000 venues. Join us to grow your career with the industry leader, and get competitive pay, great perks and unrivalled opportunities for learning and development, at one of the UK's biggest businesses.

Job Reference: com/0909/99418001/52610054/SU #Levy UK

Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive - because diversity is our strength!