Recruitment
Pack
Customer Experience Supervisor Kit
Kat Club at the Playhouse Theatre
About us
The Ambassador Theatre Group is an extraordinary
success story. Founded in 1992 in the UK, we have
become the world’s number one live theatre
company; we operate iconic venues, run major
ticketing platforms and produce award-winning
shows. Our mission is to bring the very best in live
entertainment to the largest possible number of
people.
People are at the heart of our success. Weare
passionate about bringing great live experiences to
the widest possible audience; about giving the
world’s best creative talent the stage it deserves;
and about providing our people and partners with
opportunities to realise their full potential.
Our values
In everything we do, we strive to be Ambitious, Collaborative, Passionate
and Smart.
• We are ambitious and seek to exceed people’s expectations.
• We are collaborative and help each other to reach our goals.
• We are passionate about our work, our business, and our industry.
• We are smart in our quest for simple, efficient, and innovative
solutions.
Corporate Social Responsibility: our priorities
• Next Generations: introducing tomorrow’s audiences to the pleasures
of live entertainment, recruiting and nurturing the next generation of
industry talent.
• Inclusion: improving and promoting diversity, inclusion and well-being
in the workplace.
• Sustainability: helping reduce our impact on the environment by making
our business more sustainable.
A Stage for Everyone - Our Inclusion, Diversity, Equity and Access Mission
Statement
•
Our stages are a platform for compelling stories – stories that are for all,
by all, and of all. Weshine our spotlight on our differences and believe
that understanding and celebrating these differences makes us better
global citizens. Weare passionate about the pursuit of true diversity and
equality. Westrive 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,
we provide a stage for everyone.
Werecognise that we do not have all the answers; but we strive to listen, to
learn and to change in order to ensure ATG becomes a truly inclusive
organisation. Wetherefore welcome and encourage applications from
individuals from the widest possible range of backgrounds and particularly
welcome applications from those currently underrepresented in our
workforce.
The Customer Experience Supervisor role at The Playhouse Theatre
You’ll report to the Customer Experience Manager, Head Duty Manager,
Supervisors and the Duty Manager on shift. You’ll work as part of a team
of Customer Experience Assistants, who work closely together.
This is a varied role which involves working in all areas of the front of
house operation, which for the production of Cabaret could involve (but
is not limited to) bar service, greeting arrivals and ticket checking and
food service. Evening, weekend and holiday working is essential to this
role.
The role at The Playhouse theatre is in many ways, unique. This is due to
the immersive nature of the upcoming production of Cabaret. Whilst in
all our venues, the experience starts at the entrance for this production
the show starts at the doors. From the moment our audience step inside
the venue they will be in the world of the Kit Kat Club. It is the role of
our team to help them navigate this journey.
Key Responsibilities
Your responsibilities will fall across a number of areas, these include:
•
Operation – Working with the Duty Manager and Venue
Management team to drive a successful customer experience
for every performance. You will be integral to building and
driving excellence across our operation.
•
Customer Experience – This is a new and innovative production,
and the performance starts the second our audiences enter the
building. You will be key to ensuring the integrity of this is
protected and delivering an elevated level of customer
experience.
•
Finance and Reporting – You will be responsible for daily
declarations of all sales across the building, reconciling any
issues on the tills to ensure proper stock reporting and
completing all necessary compliance paperwork.
•
Relationships & Development - As a member of the ATG
London team you will represent the venue at relevant meetings
and actively take responsibility for your own personal
development.
Key Responsibilities 1 - Operation
•
With the Customer Experience Management Team, lead and support the Customer Experience
team members in delivering a complex and busy Front of house operation across multiple
performance and service areas.
•
Ensure accuracy in processes and procedures of operating all systems relating to the Customer
Experience team, including the Zonal till system and accident reporting system.
•
Ensure the Front of House operation is compliant with all health and safety, licensing, food
hygiene and Company processes and procedures. This will be more important than ever on this
production with more service & performance areas, a larger team and a food service element.
•
During performances, to be present Front of House of the building ensuring that areas are run
smoothly, and that problems are dealt with immediately and effectively.
•
Maintain a detailed knowledge of the show and the impact on operations e.g. running times,
latecomers, age policy and special effects. This production has many unique elements and you
will need to well-versed in all of them.
•
Strive to achieve an inclusive Customer Experience journey for all our patrons.
•
To liaise with the venue management team prior to the shift in order to be confident of all Front
of House operational matters and emergency evacuation procedures.
•
Pro-actively participate in weekly fire drills with the venue management team. Due to the
immersive nature of this show, the evacuation procedure will be redesigned to suit the demands
of the production. You will be expected to be up to date on this and engage in all training
deemed necessary by the theatre management team.
•
Contribute to a culture of risk prevention by ensuring all operations relating to the Customer
Experience department are carried out in line with all legislative and company procedures.
Key Responsibilities 2 – Customer Experience
•
Support and motivate the Customer Experience team leading by example and
creating a team culture that strives for excellence and delivering a premium service
for every customer.
•
Assist the Customer Experience Management Team in developing strategies to
ensure the venue provides a first-class Customer Experience.
•
Assessing the customer journey in line with the demands of the production and
achieving an outstanding level of customer service. Reviewing all feedback and
action points in collaboration with venue Management.
•
Work with the central Food and Beverage team to ensure our food and beverage
offering is running smoothly across all areas and concepts.
•
Ensure the Customer Experience team maintain the integrity and vision of the world
that the production of Cabaret will create.
Key Responsibilities 3 – Finance and Reporting
•
Roster the Customer Experience team to ensure all shows are sufficiently
staffed, whilst maximising all sales and managing costs. This is includes taking
in to account corporate bookings and any other ad hoc scheduling demands.
•
Working with the Customer Experience Management Team to maximise
revenue and ensure all KPI’s are achieved: including but not limited to spend
per head, mystery customer reports, cost per performance and gross profit
per admit.
We have ambitious targets to hit through the run of this show and Supervisor
team will be key to maintaining motivation within the front of house team to
continually achieve these goals.
•
Monitor the progress and effectiveness of the retail concepts in line with the
venue KPI’s and customer satisfaction. Cabaret has unique stock lines so there
is likely to be lots of interest in how areas are performance and how products
are selling.
•
Ensure that all staff members are using the tills and stock management
techniques correctly to track sales accurately and process all packages and
inclusive products.
•
Completing the daily banking and reporting this in the appropriate way.
Reconciling any inconsistencies using our Zonal system.
Key Responsibilities 4 – Relationships and Development
•
Establish strong working relationships with other venues and central departments,
including the Group Food and Beverage team and Zonal support team.
•
Work collaboratively across the West End estate, sharing best practice and
implementing working practices – as we will be running a unique operation you will
be there representing how our operation is running and be confident explaining the
differences as well as sharing success stories and challenges with your colleagues
across London.
•
Build positive relationship with other departments within the theatre, ensuring
effective communication and following up with performance based problems in a
timely manner.
•
Work with the Customer Experience Management Team to ensure all staff are trained
and inducted effectively into the business and are confident working within the
demands of this production of Cabaret.
•
Using the company’s training software, ensure the Customer Experience team
complete all required training.
•
Proactively participate in Company led training schemes, taking responsibility for
your own personal development.
•
Ensure all documentation is kept up to date including return to work forms,
lateness, sickness and variances as well as day by day compliance check sheets.
•
Ensure a programme of regular catch ups and reviews are in place and work with
Customer Experience Manager to seek out staff that are ready for progression.
Your skills, qualities and experience
If you can demonstrate any of these criteria we encourage you to apply, and welcome
transferable skills from other industries or backgrounds. All relevant training will be
provided.
Desirable Experience:
•
Knowledge and experience of operating a busy venue
•
Experience of cash handling and stock control
•
Strong leadership skills and be able to manage and motivate a varied team of staff
•
Previous experience in the hospitality industry
Desirable training:
•
Personal Licence Holder
•
Food Hygiene Level 2 for Catering or Food Hygiene Level 3
•
First Aid Trained
Everyone at ATG is expected to play their part in achieving our goals and
upholding our core values by:
• Committing to creating and upholding a positive, inclusive culture that
nurtures potential and supports well-being.
• Playing your part in reducing our environmental impact and finding more
sustainable ways of working.
• 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.
• Having a positive attitude to health and safety, legal and insurance
requirements and take care to understand our policies and procedures.
You’ll help us uphold a positive culture around meeting our obligations.
Weare 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 is expected to be flexible and adapt as the needs
of the business change, taking on new or different responsibilities as the
need arises.
Job Specifics:
•• 40 Hours per Week
• Hourly rate - £12.06 per hour
• PAYEcontract (holiday and sickness pay)
You will need to be available from the start of November for training dates. Please note that our show schedule
includes the Christmas period and New Year.
Please note that certain areas of the building do not currently have accessible or level access. Wewould welcome
a discussion with any potential team members about any reasonable adjustments that may be required. For a
confidential discussion please contact our HR team on recruitment@theambassadors.com
COVID – 19
As part of our commitment to keeping our staff, audience and cast as safe as possible we have some additional
health and safety measures in place to reduce the chance of transmission within our venue. Weask that all our
staff are compliant with these measures as far as is reasonably practicable for each individual.