AddressJOB DETAILS
Job reference
REQ00845
Date posted
08/03/2024
Application closing date
24/03/2024
Location
Glasgow
Salary
27000
Package
Contractual hours
40
Basis
Full time
Job category/type
Front of House
Job description
Guest Experience Manager
KEY INFORMATION
Role Title
Guest Experience Manager.
Reports to
Theatre Director.
Hours
Full-time, 40hpw, 5 days over 7.
Contract
Permanent.
Annual Leave
25 days per annum.
Salary
£26,000 - £28,000 per annum.
Location
Pavilion Theatre Glasgow, 121 Renfield Street, Glasgow, G2 3AX.
ABOUT TRAFALGAR ENTERTAINMENT (TE)
Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focussed on new productions, venue ownership, Performing Arts education, theatre ticketing, the distribution of live-streaming innovative content and the provision of great theatres where people can come together to share in the experience of live entertainment. TE is home to Trafalgar Theatres, The Chiswick Cinema, Trafalgar Theatre Productions, Trafalgar Releasing, Trafalgar Tickets, Stagecoach Performing Arts, Drama Kids/Helen O’Grady Drama Academy, ticketing company London Theatre Direct, Stagedoor, Jonathan Church Theatre Productions, and Imagine Theatre.
ABOUT TRAFALGAR THEATRES
Trafalgar Theatres is the venue-operating division of TE. We currently operate 16 venues; including 14 in the UK regions; the Trafalgar Theatre in London’s West End and the Theatre Royal in Sydney. We’re growing fast, we’re confident in what we do, and we’re ambitious about the future. There’s never been a better time to get onboard.
We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.
ABOUT THIS ROLE
The Guest Experience Manager will have strong customer service skills, the desire and ability to make a difference and a passion for the entertainment industry. They will lead the front of house team, ensuring high levels of customer service are always given to patrons and guests. This will be achieved through the implementation of the business’ GUEST EXPERIENCE and customer service strategy, developed in collaboration with the company and implemented and driven by you and your team. You will also be responsible for working with the venue marketing team to ensure visiting companies and their guests are welcomed to the venue. This role will include regular evening and weekend working with an element of occasional overnight travel to other Trafalgar Theatres venues.
ABOUT YOU
A self-motivated individual with experience leading a team, a strong ability to exercise initiative and take personal responsibility in resolving issues independently. A positive and enthusiastic attitude to work with excellent verbal, interpersonal and written communication skills. Strong organisational and time management skills and a proactive approach which enable you to work effectively under pressure and have the flexibility to adapt quickly as needed. You will take pride in delivering a clean, safe, and enjoyable environment through excellent customer service and attention to detail.
You will have a genuine passion for delivering a first-class GUEST EXPERIENCE. To achieve this, you will inspire and lead a team to meet, and exceed, operational targets. You will also work closely with the Hospitality Manager to ensure that the Guest Experience & Hospitality teams are working collaboratively to maximise sales opportunities.
KEY RESPONSIBILITIES
Develop, implement and manage the highest standards of Customer Service in all Front of House areas,
Taking the lead role in ensuring presentation standards across the venue and always exceed expectations and overseeing the management of the front of house spaces, to ensure they are delivered to the highest standards of presentation and
Administrative duties including the filing of show reports, preparation of weekly rotas, health & safety reporting, responding to customer feedback and surveys.
Leading the hospitality teams to deliver and embed TE’s customer service training programme, including TE’s vision and values.
Recruitment, induction, training and performance development and monitoring (including setting and monitoring of personal targets) of direct reports, to ensure their full contribution to the achievement of business and service targets.
Ensure all duties are carried out in accordance with departmental and company Health & Safety
PERFORMANCE MEASURES
Guest Experience Feedback and
Achievement of
Labour costs as a percentage of
Acquisition, retention, and attrition of
Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people in groups where we are under-represented, for example people with disabilities, from minority ethnic groups, older returners and people who are neurodivergent.
We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.
