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.
* Complete 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.
Applications
To apply, please send your CV via email with the subject title
'Guest Experience Team Leader'
to
Closing date for applications: 9am on
Monday 27th October