Deputy Experience Manager
Job Description
We are looking for an energetic, confident and people-focused Deputy Experience Manager to help lead our front-of-house operation and deliver an outstanding welcome to every Guest, artist and Company Member at Theatr Clwyd.
This is an exciting opportunity for someone who thrives in a fast-paced environment and loves creating memorable Guest experiences. From overseeing performances and screenings to supporting the Experience team and ensuring the building runs safely and smoothly, you’ll play a key role at the heart of our organisation.
If you’re hands-on, organised, approachable and passionate about hospitality, teamwork and delivering exceptional service, we’d love to hear from you.
Contract Type - Permanent
Hours - 16 per week
The Role
General
- To ensure that the Clwyd Welcome is delivered by the Experience team.
- To motivate, lead by example and supervise the Experience team, including volunteers, on a daily basis by maintaining the highest standard of presentation; demonstrating a positive attitude; dealing promptly and professionally with any requests and providing excellent customer service to all.
Building Duty Management
- To cover the Welcome Desk to support the Experience team in creating a welcoming environment
- Monitor the Building Management System to establish the correct usage of ventilation, lighting, and energy and to check the status of fire and security systems.
- Ensure end of day processes like cashing up are managed effectively and securely.
- To be responsible for locking up and securing the building at the end of the final shift each day
Live Events Supervision
- Deliver event activity in line with venue standard operating procedure providing an excellent customer experience
- To regularly be present around the public spaces over the building, engaging with building users, gaining feedback, developing relationships and positively promoting Theatr Clwyd
- Oversee the wellbeing and safety of the audience and maintain excellent customer services at all times.
- To welcome all companies, performers and artists when they are in the building and to ensure that they feel supported.
- To encourage a strong working relationship with our catering partner and to help Guests with their enquiries about dining.
Licensing, Health and Safety
- To ensure that all statutory guidance for fire, security, Health and Safety and emergency policies and procedures are complied with at all times.
- Ensure licensing and Health and Safety regulations are adhered to at all times.
- To supervise and attend fire drills, and with the Experience Manager, ensure each member of the Experience team knows the correct procedure, and that team members receive regular fire awareness training.
- To take a leading role in the evacuation of the building if necessary.
- To act as a first aid officer for Theatr Clwyd (training will be given if necessary). To keep records of any incidents or accidents and to keep appropriate First Aid supplies.
The Person
- Practical experience in a customer facing operational role in a cultural venue, visitor attraction, catering, retail, hotel, restaurant, bar or other hospitality environment and/or an appropriate recognised qualification.
- Display a passion for working within the performing arts sector.
- Experience of supervising and positively motivating and inspiring front line team members (both staff and volunteers) through excellent working practices.
- Knowledge of DDA requirements and working with audiences/visitors with disabilities.
- Organised and effective administration skills.
- Proficient IT skills.
- Proven ability to communicate effectively and confidently, both orally and in writing, with diverse groups of people.
- An understanding of and commitment to diversity and inclusion.
- A commitment to artistic excellence.
- A flexible approach to working hours to meet the needs of the service, including working evenings, weekends and bank holidays.
Apply for the role
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