LW Theatres
The role...
Are you an experienced leader, with a background in customer service, who is looking for an exciting opportunity in West End Theatre?
At the newly restored Theatre Royal Drury Lane we are currently looking for a Deputy Guest Experience Manager to be part of the leadership team of this iconic venue. This role will be key to the delivery of a high-quality and dynamic front of house operation for both our resident production and regular concerts, events and hires taking place in the main auditorium and across the venue.
If you're excited by the prospect of being part of '5 star theatre' in our world famous venue, then this could be the role for you.
What you'll be doing...
Working closely with the Guest Experience Manager and wider management team, you will:
- Inspire our Guest Experience team to keep our guests at the heart of everything they do.
- Ensure the highest standards, quality and presentation are delivered throughout the venue at all times. You will build and develop creative ways to implement and monitor practical procedures.
- Help keep an overview of our guest journey throughout the theatre and all other parts of the venue, ensuring a consistent approach is maintained .
- As well as ensuring a first class operation for our resident production, you will also help manage and deliver other events, concerts and hires, planning staffing levels in advance and liaise with producers in the lead up to and during events.
- One of our core values, 'Keeping our audiences centre stage' is key to the delivery of this role.You will work closely with our guests, helping ensure they have an outstanding experience at our venue, whilst responding to and monitoring any feedback they may have.
- Work closely with all teams across the venue, along with our guests and stakeholders, to help create a positive working environment where the team feel inspired and supported.
- Help with the leadership, development and support of other managers in the team.
- Working closely with the Guest Experience Manager, you will drive the process of selecting, recruiting, training, developing, managing and motivating the Guest Experience team.
- Manage the training programme for new and existing team members by regularly reviewing and developing training sessions to ensure that all colleagues are trained and developed to maximise their potential.
- Lead the Guest Experience Management Team in delivering staff scheduling, holiday, payroll and company HR policies.
- Work with the Guest Experience Manager to oversee the Theatre Tours operation, providing operational support to the Tours Supervisor.
- Review and analyse show bar and front of house sales, regularly exploring ways to drive sales. Work closely with the company's Commercial Team to implement group incentives, promotions and initiatives, and ensure the correct implementation of company policies and procedures.
- Actively review and manage costs within the Front of House Department to help ensure the operation is delivered within budget .
- Oversee the delivery of any services within the Front of House Operation which are delivered by a third party provider.
- Working closely with the venue's F&B Management Team, you will lead our Supervisors in the delivery of weekly stock takes, ensuring these are captured on our EPOS system and appropriate action is taken to improve accuracy and efficiency.
- Along with the wider Management Team, ensure the practical application of the Company's Health and Safety Policy, Licensing requirements, Security Strategy, Fair Access Policy, Customer Charter and other applicable management arrangements, policies and procedures across the Front of House Operation.
- Help encourage the development of a positive health and safety culture within the wider team, which is embedded into their daily working practices.
What we need...
- Experience of delivering a first-class customer service operation in a hospitality, entertainment, events or retail environment
- Proven ability to lead and motivate a large team in a customer service environment
- An exceptional eye for detail and presentation and the ability to lead the team to achieve extremely high standards
- A good understanding of business KPIs and the ability to affect positive change in financial results
- Self-motivated and a great team player, with strong organisational skills
- Good communication skills with the ability to build strong working relationships across the venue and organisation
- A dedicated professional who will promote our core company values and lead the team to do the same
- The ability to embrace and drive change which promote growth
What we offer...
- A unique and exciting work environment within an iconic venue
- £41,000 salary per annum
- Eligibility for company bonus schemes
- 28 days annual leave per year
- Employee Assistance Programme, 24 hours a day 365 days a year, covering both work and personal matters
- Opportunities for career progression within the venue and across our estate of theatres
- Regular training and development opportunities
Deadline for applications: Friday 23rd September 2022 at 5pm
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.
We are also open to discussing opportunities to work flexibly.
This role may close early if a sufficient number of applications are received
The role...
Are you an experienced leader, with a background in customer service, who is looking for an exciting opportunity in West End Theatre?
At the newly restored Theatre Royal Drury Lane we are currently looking for a Deputy Guest Experience Manager to be part of the leadership team of this iconic venue. This role will be key to the delivery of a high-quality and dynamic front of house operation for both our resident production and regular concerts, events and hires taking place in the main auditorium and across the venue.
If you're excited by the prospect of being part of '5 star theatre' in our world famous venue, then this could be the role for you.
What you'll be doing...
Working closely with the Guest Experience Manager and wider management team, you will:
- Inspire our Guest Experience team to keep our guests at the heart of everything they do.
- Ensure the highest standards, quality and presentation are delivered throughout the venue at all times. You will build and develop creative ways to implement and monitor practical procedures.
- Help keep an overview of our guest journey throughout the theatre and all other parts of the venue, ensuring a consistent approach is maintained .
- As well as ensuring a first class operation for our resident production, you will also help manage and deliver other events, concerts and hires, planning staffing levels in advance and liaise with producers in the lead up to and during events.
- One of our core values, 'Keeping our audiences centre stage' is key to the delivery of this role.You will work closely with our guests, helping ensure they have an outstanding experience at our venue, whilst responding to and monitoring any feedback they may have.
- Work closely with all teams across the venue, along with our guests and stakeholders, to help create a positive working environment where the team feel inspired and supported.
- Help with the leadership, development and support of other managers in the team.
- Working closely with the Guest Experience Manager, you will drive the process of selecting, recruiting, training, developing, managing and motivating the Guest Experience team.
- Manage the training programme for new and existing team members by regularly reviewing and developing training sessions to ensure that all colleagues are trained and developed to maximise their potential.
- Lead the Guest Experience Management Team in delivering staff scheduling, holiday, payroll and company HR policies.
- Work with the Guest Experience Manager to oversee the Theatre Tours operation, providing operational support to the Tours Supervisor.
- Review and analyse show bar and front of house sales, regularly exploring ways to drive sales. Work closely with the company's Commercial Team to implement group incentives, promotions and initiatives, and ensure the correct implementation of company policies and procedures.
- Actively review and manage costs within the Front of House Department to help ensure the operation is delivered within budget .
- Oversee the delivery of any services within the Front of House Operation which are delivered by a third party provider.
- Working closely with the venue's F&B Management Team, you will lead our Supervisors in the delivery of weekly stock takes, ensuring these are captured on our EPOS system and appropriate action is taken to improve accuracy and efficiency.
- Along with the wider Management Team, ensure the practical application of the Company's Health and Safety Policy, Licensing requirements, Security Strategy, Fair Access Policy, Customer Charter and other applicable management arrangements, policies and procedures across the Front of House Operation.
- Help encourage the development of a positive health and safety culture within the wider team, which is embedded into their daily working practices.
What we need...
- Experience of delivering a first-class customer service operation in a hospitality, entertainment, events or retail environment
- Proven ability to lead and motivate a large team in a customer service environment
- An exceptional eye for detail and presentation and the ability to lead the team to achieve extremely high standards
- A good understanding of business KPIs and the ability to affect positive change in financial results
- Self-motivated and a great team player, with strong organisational skills
- Good communication skills with the ability to build strong working relationships across the venue and organisation
- A dedicated professional who will promote our core company values and lead the team to do the same
- The ability to embrace and drive change which promote growth
What we offer...
- A unique and exciting work environment within an iconic venue
- £41,000 salary per annum
- Eligibility for company bonus schemes
- 28 days annual leave per year
- Employee Assistance Programme, 24 hours a day 365 days a year, covering both work and personal matters
- Opportunities for career progression within the venue and across our estate of theatres
- Regular training and development opportunities
Deadline for applications: Friday 23rd September 2022 at 5pm
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.
We are also open to discussing opportunities to work flexibly.
This role may close early if a sufficient number of applications are received