Job Vacancy: Guest Experience Team Leader

Job Title: Guest Experience Team Leader
Reports to: Head of Guest Experience
Hours: Casual Hours (evenings and weekends required)
Salary: £12.57

Purpose of Role

To support the Duty Manager in leading the Guest Experience team during performances and events at Tyne Theatre & Opera House. The Guest Experience Team Leader will act as a role model on shift, ensuring that Front of House, Bar, and Café operations run smoothly, guests receive excellent service, and all safety, licensing, and theatre standards are maintained.

Key Responsibilities

• Support the Duty Manager in overseeing the smooth running of guest-facing areas (Bar, Café, Front of House, and Events).
• Supervise and motivate Guest Experience Assistants during shifts, ensuring high standards of customer service and professionalism.
• Oversee bar operations on shift, including preparing bars before service, ensuring they are fully stocked, clean, and compliant.
• Lead bar service during busy periods (Preshow and intervals), Helping staff deliver fast and efficient service
• Assist with cellar management, stock rotation, deliveries and maintaining accurate stock levels.
• Lead by example in delivering excellent guest service, resolving customer queries or complaints in a calm and professional manner.
• Support the Duty Manager with staff briefing, ensuring all team members understand their roles, responsibilities, and event requirements.
• Monitor queues, guest flow, and safety within Front of House areas
• Ensure outlets (bars, café) are well-presented, adequately stocked, and compliant with licensing and hygiene standards.
• Assist with closing and securing the venue at the end of shifts, including cashing up and stock checks.

Duties Will Include

• Assisting with stock rotation, restocking, and cellar/bar checks.
• Serving F&B at any of the service outlets.
• Preparing hospitality areas before events and ensuring cleanliness is maintained throughout.
• Ensuring the Guest Experience Team have everything they need to carry out their role
• Completing incident reports or customer feedback logs.
• Complete Pre and Post shift checks and tasks.

Role Requirements

Essential

• At least 1 year’s experience in a customer-facing supervisory role (hospitality, events, or venue preferred).
• Strong customer service skills with the ability to handle challenging situations calmly.
• Capable of working on a bar area.
• Capable of working in a cellar area.
• Reliable, proactive, and able to work under pressure in a busy environment.
• Numeracy skills for handling cash and ePoS systems.
• Ability to work evenings, weekends, and bank holidays as required.

Desirable

• Experience in a theatre, live events, or hospitality venue.
• Personal Licence holder or willingness to work towards one.
• First Aid or Health & Safety training.

Applications

To apply, please send your CV via email with the subject title

‘Guest Experience Team Leader’to

jobs@ttoh.uk
Closing date for applications: 9am on

Monday 27