Deadline for applications: 12pm, 31st July 2025
Reports to: General Manager of Catering and Retail, F&B Manager Operations
Location: The Glasshouse International Centre for Music
Working hours: 36 hours including evenings and weekends
Salary: SCP 24 - £25,662 per annum
About you
Are you a natural leader with a passion for delivering exceptional customer service? Ready to thrive in a dynamic, fast-paced environment? We're seeking an energetic Duty Manager to join our team and elevate our customer experience to new heights. If you've got experience in Food & Beverage or Hospitality and want a challenge in an always changing environment, we want to hear from you!
This is a great opportunity for someone interested in the hospitality and events industry who is looking to make an impact and further develop their career by bringing fresh and new ideas to The Glasshouse.
The impact youll make
Were always open new ideas; you would be part of the development and implementation of everything from event catering to themed cocktails. But dont worry if you havent got experience in this, if you love creativity and want to make an impact, wed love to hear from you.
It would be great if you had experience in:
Strong experience of bar, restaurant, café work in a management capacity
Management duties: cash-handling, rotas, training, stock management
Skills and knowledge of:
Initiative, willingness to learn
Excellent customer service and interpersonal skills
Understanding of event catering/operational bar requirements
Key Responsibilities:
Leadership & Management: Lead upselling strategies, manage and train F&B staff to ensure excellent customer service, support recruitment, and address staff issues promptly while modelling The Glasshouse ICMs values to create a positive and safe atmosphere for both patrons and staff.
Customer Service & Sales: Resolve customer complaints professionally, enhance visitor experiences, lead upselling strategies to maximize sales, and motivate the team to engage with customers while maintaining exceptional service.
Operational Excellence: Ensure F&B outlets are clean and presentable, manage setup and service delivery, oversee cash handling in line with policies, complete accurate daily reports, provide shift briefings on health, safety, and customer service, and report incidents or equipment issues as per procedures.
Collaboration & Coordination : Collaborate with events, programming, and box office teams to ensure efficient staffing, support operational queries, and assist the Audience Experience Coordinator with stock management, ordering, and invoices as needed.
Other responsibilities: Ensure quality and safety controls are met, comply with health and safety guidelines, maintain knowledge of licensing regulations, and ensure F&B staff adhere to uniform standards and safety protocols. Manage inventory to minimize waste, oversee stock deliveries and cellar maintenance, assist with cashing up, and support events by ensuring proper staffing and providing accurate event quotes.
Our commitment to your development
At The Glasshouse, we support your development by tailoring training to your needs. Whether through qualifications, on-the-job training, or team learning, we'll help you gain the skills and knowledge to excel in your role.
About The Glasshouse International Centre for Music
Were a place where you can hear rock legends or pop icons on the same night as folk trios or opera singers. Where new musicians are nurtured and showcased on the same stages as platinum- selling performers. And where youth choirs and tambourine- shaking toddlers practice in the same spaces as our acclaimed orchestra Royal Northern Sinfonia.
Whether youre front of house, waiting in the wings or keeping things running behind the scenes you will be part of a team that means 2 million people enjoy top notch gigs, concerts and classes in our own venue at Gateshead Quays, out in communities across the North East and through live- streamed performances and digital lessons.
Diversity, Equality, and Inclusion
At The Glasshouse, we encourage a working environment thats welcoming, inclusive, and diverse. Different backgrounds, views and experiences are valued so everyone can be themselves.
Our venue and programmes are for everyone, so we want to make sure this opportunity is available to everyone, no matter your background or the challenges youve faced.
For example, we would love to hear from you if you:
Are D/deaf. Have a disability, learning difficulty or significant long -term health condition which affects your daily life
Describe yourself as neurodiverse (this might include dyslexia, dyspraxia, dyscalculia, ADHD, autistic spectrum, and others)
Grew up in a family receiving Universal Credit or state benefits
Have ever lived in council or social housing or been on the housing register
Have ever lived in sheltered accommodation or experienced homelessness
Experienced being in care at any point in your life
Have been a refugee or asylum seeker
Are from the African, South, East and SouthEast Asian, Middle East, Latinx or North African diaspora, or have experienced racism
These are some common examples of challenging circumstances but there may be others. Everyone is welcome to apply.
We do not discriminate because of race, colour, religion, gender or gender identity, sexual orientation or expression, age, disability or any other protected characteristic as outlined in the Equality Act 2010.
Safeguarding children, young people and adults at risk
We are committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all of those that work with us to share this commitment. We operate a robust safeguarding framework and continuous assessment and development to support safer working practice across out workforce. Our roles are subject to a safer recruitment process which includes relevant background checks and the disclosure of criminal records, sanctions, and investigations where appropriate.
Right to Work
We welcome applications from candidates already eligible to work in the UK or those that can apply for a visa granting permission to work in the UK (e.g. dependent visas, ancestry etc.) that do not require sponsorship. You will be asked to share proof of this prior to receiving any offer of employment.
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