Hours: 37.5 hours per week covering Monday – Sunday, Days, Evenings and Bank holidays as required. The Assistant Hospitality Operations Manager will ensure the smooth running of activities in all Norwich Theatres Commercial areas. Working closely with the Commercial Operations Manager (COM), the role will assist in bringing the commercial strategy to all operational areas ensuring quality, visitor satisfaction and income growth whilst maintaining a sustainable business model. Please refer to the attached role description for the person spec and full details of the role. About Us Norwich Theatre is one of the leading arts organisations in the UK and the largest in the East of England, encompassing the historic Theatre Royal, the creative hub Stage Two, and the intimate mid-scale Playhouse. We present, produce and co-create a vibrant programme of live performance and creative engagement activities to entertain, enrich and inspire audiences of all ages and backgrounds, and we work with national and international partners to ensure we bring the very best theatre to our region. We are an independent not-for-profit charity with no regular public funding, and rely on a share of ticket sales, one-off grants, fundraising/membership schemes and other commercial activities to deliver the work we do both on stage and in communities. Main Purpose of the Role • To assist the COM in the effective day to day running of all Norwich Theatre commercial areas; Playhouse, Restaurant, Bars, Café, roving sales and Events • To ensure the visitor experience and standards of service in all areas are of the highest level and meet Norwich Theatre expectations at all times • To support the COM in the development of all sales opportunities maximising profitability by ensuring budgetary targets are met and /or exceeded, continually monitoring performance for income and expenditure • To deputise for the COM in their absence Key Responsibilities Daily Operations and sales • Maintain and develop standard operating procedures across Hospitality Teams to drive consistency and sales • Support the COM with the development and successful delivery of the commercial strategy for the department which includes driving creative and profitable show & seasonal promotions. • Assist the COM to set income targets and share weekly targets with the Hospitality team to help drive sales. • Ensure team are fully motivated and understand the weekly sales targets through regular briefings and team meetings. • Work with the COM to develop and implement successful plans, which gain additional sales across all outlets. • Ensure pricing is competitive and in line with local competition. • Continually assess and evolve product selection to maximise GP%. • Working with COM create and drive weekly sales promotions for social media with support from Marketing Team as needed • With work Business Development Manager and COM to assist in the management of Norwich Theatre Events both internal and external, delegating work and using resources available as appropriate to ensure excellence in product and delivery • Work proactively to identify new and improved income streams for commercial areas • Ensure product selection stock levels are maintained appropriately to ensure maximum sales Customer Service & Relationships • Foster a positive and proactive environment, working with all departments to achieve the best experience possible for Theatregoers, Visitors, Participants, Cast and Staff • Communicate with Visitors on a day-to-day basis (both internal and external) and address any complaints that may arise • Develop good relationships with new and existing Visitors, Sponsors, Cast Members and Colleagues • Ensure customer service excellence in all areas, motivating the Hospitality team in delivering a first-class service every time. • Promote a positive team ethos and ‘lead by example’ setting the pace and standard for all hospitality areas • Liaise with COM and People & Culture Team on recruitment matters and for the training needs of team members, as the business requires. Team Management • Be a positive role model and champion of the organisation’s values. • Lead and motivate the team members to achieve targets • Work with COM on effective and appropriate staff training on a regular basis, ensuring all team members consistently deliver excellent customer service in line with our Organisational Standards and Values. • Support individual team member’s development and performance through regular and effective appraisals and address any areas for development or improvement in a timely manner through effective performance improvement plans. • Communicate with Team through daily briefings • Support the COM in the creation and management of weekly rotas for all Hospitality team in line with set budgets Finance & Systems • Working with the COM, assist/contribute to set all budgetary targets for both income and expenditure. • Ensure finance procedures are adhered to and strictly monitored including use of credit card terminals, cash payments, till usage and end of day cash up and recording. • Ensure the daybook is accurate, filled in at the end of each shift and that any discrepancies are investigated and recorded. • Make effective use of EPOS system to identify sales trends, monitoring performance continually and ensuring financial compliance at all times • Assist in managing waste control and ensure accurate recording of ullage and wastage • Assist in managing petty cash system and ensure that all purchases are recorded accurately and have receipts Statutory Requirements • Ensure all equipment is maintained and any defects reported and or dealt with promptly • Attend training as required • Take responsibility ensuring all records where appropriate; food safety, health & Safety, and HACCP are kept up to date • Uphold the requirements of licensing laws, COSHH and health & safety procedures at all times • Ensure all Hospitality Team members are supervised and properly trained at all times Organisational Wide Responsibilities • To demonstrate and promote our core values of Creativity, Impactfulness, Honesty, Kindness, Inclusivity and Bravery • To seek to advance Norwich Theatre’s vision “To make all of our Creative Experiences have wide reaching positive impact.” • To ensure you are always an ambassador for Norwich Theatre’s mission: “To provide creative experiences, rooted in the art of Performance and secure in our sense of Place, which generate positive impact for all People and inspire Prosperity in all its forms.” • To comply with all Norwich Theatre policies including Safeguarding, Equal Opportunities, Health and Safety, ICT and GDPR • To undergo any training necessary to fulfil the duties of this role and to develop its contribution to the organisation Please refer to the attached role description for the person spec and full details of the role. Closing Date: 28th September 2025 Interview Dates to be confirmed.