The role…

Are you an experienced people leader who is looking for an exciting opportunity in West End Theatre?

At Theatre Royal Drury Lane we have recently launched our newly refurbished venue and are currently looking for a Deputy Guest Experience Manager to join our team. This role will be responsible for the practical delivery of a high-quality front of house operation by implementing procedures and inspiring our teams.  

If you’re excited by the prospect of pushing the boundaries of theatre in our new destination venue, then this could be the role for you.

What you’ll be doing…

Working closely with the Guest Experience Manager and wider management team, you will:

- Inspire our Guest Experience team to put our guests at the heart of everything they do.

- Ensure the highest standards, quality and presentation throughout the venue is met, day and night. You will spark creative ways to implement and monitor practical procedures.

- We are so much more than just a theatre and need you to embrace all areas of our venue in order to exceed our guests’ expectations throughout their journey.

- You will manage a whole host of events, from performances of our resident production, concerts, venue hires and everything in between. You will plan staffing levels in advance and liaise with producers in the lead up and during events.

- You are an expert in solving guest feedback. Not only will you leave the guest with the best possible experience, you will ensure that all feedback is recorded and reviewed to continually improve the success of our operation. You will manage our feedback inbox to ensure guests are responded to promptly and efficiently.

- You will provide a visible and accessible management profile. You will oversee and foster good relations with our teams, guests and stakeholders. You will create a positive working environment where the team feel inspired and supported.

- We are a building rich in history with unique stories to tell, but we’re also host to one of the most remarkable shows in the world. You will collaborate with the visiting company to ensure that we are always sharing their story in the best possible way.

- You will mentor the junior managers in the Guest Experience team by investing your energy and talents into supporting their career growth and development.

- Under the direction of the General Manager, drive the process of selecting, recruiting, training, developing, managing and motivating the Guest Experience team.

- Manage the training programme for new and existing team members by constantly reviewing and developing training sessions to ensure that all colleagues are familiar with up-to-date policies and procedures.

- Oversee the rota system for the Guest Experience team including working hours, holiday and process the weekly payroll, whilst following HR policies.

- Assist the Guest Experience Manager with our Theatre Tours operation. Support the Tours Supervisor with staffing, advance sales and group bookings.

- Review and analyse show bar and front of house sales. Constantly seek ways to improve sales through incentivising, staff costs and cost of sales.

- Keep a rolling review of the front of house operation cost base and be budget savvy wherever possible.

- When outsourcing services to a third party, supervise the delivery of these services focusing on value and consistency.

- Lead weekly stock takes with our Bar and Retail Supervisors to accurately account for all products and ensure that this is correctly inputted on our EPOS system.

- Under the direction of the Guest Experience Manager, ensure the practical application of the Company’s Health and Safety Policy, Security Strategy, Fair Access Policy, Customer Charter and other applicable management arrangements, policies and procedures across the front of house operation.

- Assist the Guest Experience Manager in achieving Licensing objectives, allergen legislations, hygiene practices and other applicable management arrangements.

- Plan and lead weekly health and safety training for our Guest Experience team, enabling all staff to be champions of health and safety knowledge and apply this to their work.

-Deputise for the Guest Experience Manager when required

What we need…

- Experience of delivering a first class customer service operation in a hospitality, entertainment or events environment

- Experience of leading and motivating a large customer facing team

- Self-motivated and a great team player with a can do attitude

- Strong communication skills

- Ability to build strong working relationships with different departments within a company and venue

- A proactive and professional manner

- A lead by example attitude

- Thrives in fast-paced, changing environments

- An exceptional eye for detail and presentation

- A growth mentality that ignites a desire to constantly learn and develop

Salary: Â£41,000 per annum