Casual Duty Manager
You’ll report to the Customer Experience Manager and be responsible for leading the onsite customer experience team to deliver a strong and profitable Front of House operation, ensuring the cost effective and customer focused range of services are consistently provided to the highest standards.
1. Costs – To help lead a team that will deliver and exceed targets, and proactively contribute to the venues profitability by initiating ideas, systems and projects which will maximise sales and minimise costs
2. Culture- To help build a positive, forward thinking, innovative and customer-focused culture within the team and to develop and nurture a strong multi-skilled and adaptable workforce.
3. Customer – To ensure the customer is at the centre of everything we do, that the wider team have continuous awareness of this and will strive to deliver and exceed all customer’s expectations.
4. Ambassador – To help build and protect key relationships with customers, promotors, external suppliers and internal colleagues
Key responsibilities
Retail Operation
5. To lead the Customer Experience Team on a show-to-show basis to deliver a seamless Front of House operation across the areas of bar, auditorium and merchandise.
6. Contribute to the review of systems and processes so the operation can be flexed to help achieve greater
7. profits.
8. Ensure all Front of House areas are presented to the highest standard and fully comply with Health and Safety, Licensing and Hygiene Rules and Regulations.
Customer
9. Proactively seek opportunities to enhance the customer experience before and during performances, in consultation with Customer Experience Management team.
10. Positively communicate with customers on all feedback received during their visit.
11. Lead the team in creating a strong customer centric culture.
12. Assist in maintaining high levels of customer satisfaction at all times.
13. Effectively manage customer queries and complaints received on the night.
Staffing
14. Work with the supervisor team of the performance in managing staffing levels.
15. Manage and motivate supervisors, monitoring and appraising their performance and ensuring they are appropriately trained and developed through specific staff training plans across all roles.
16. Be the first point of contact for supervisors on a performance for incidents.
17. To ensure supervisors and team members adhere to licensing and hygiene regulations and a high standard of cleanliness is maintained in all front of house and sales areas.
18. To lead the security team during performances.
19. To be a point of contact for the Customer Experience Team Members on a performance if they wish to raise a grievance, worries or feedback, following appropriate HR procedures.
20. Assist in filling training gaps where possible.
Sales/Finance
21. Maximise Sales and ensure all Key Performance Indicators are achieved through delivering ongoing staff training and development on shift.
22. Liaise with the management team to share ideas and ensure all visitors receive an excellent customer experience with maximised sales opportunities.
General Front of House Operation
23. To be the nominated Duty Manager responsible for the building and its occupants in the absence of more senior personnel.
24. Maintain good working relationships with other departments involved in performance delivery i.e. technical, marketing.
25. Act as a first aider for customers and staff during performances.
Other Duties
26. To adhere to all Risk Management procedures to minimise the risk of injury and accidents
27. Any other duties as reasonably requested
Your skills, qualities, and experience.
If you are able to demonstrate many of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role.
Essential
28. Experience of leading a team to maximise sales and consistently achieve targets
29. Experience of managerial role in the hospitality or tourism sector
30. Ability and confidence in managing a diverse team, treating different views with discretion and diplomacy.
31. Excellent verbal communication skills.
32. Creative problem solver and confident decision maker
33. Experience of working in a fast-paced environment, managing multiple tasks at once.
34. Proactive and flexible attitude, particularly in approach to working hours.
35. Ability to effectively prioritise
36. Positive and solution focused, with ability to think creatively to drive revenue and reduce costs.
37. Enthusiasm for/interest in theatre and the work of ATGE, and ability to positively and pro-actively engage with all staff at all levels.
38. Absolute attention to detail
39. Excellent IT skills
Desirable
40. First Aid qualification
41. Experience of delivering training
About Us - Our values
ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.
42. THRIVE doing what we love (with passion and dynamism)
43. CONNECT through every act (with collaboration and kindness)
44. DARE to do different (with curiosity and courage)
45. PERFORM at our best (with customer focus and ownership)
Our culture
You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures.
We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.
Our Corporate Social Responsibility pillars
Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:
46. Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
47. Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
48. Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.
Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone
Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.
We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.
We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.