Front of House and Guest Experience Officer
Job Description
About the Role
We are seeking a Front of House and Guest Experience Officer to lead on customer relations and drive guest experience improvements and innovation. The successful candidate will be the primary customer service contact and will be responsible for managing direct communications with theatre customers and creating further engagement opportunities. They would lead on guest experience improvements, using feedback from customers and team members to continually improve the theatre’s performance. The post-holder should have a good understanding of accessibility and safeguarding as this will form an integral part of guest experience considerations.
There is a requirement for regular Duty Management within this role, ensuring the efficient and safe delivery of all theatre Front of House operations including box office, general stewarding and bar service during shows and events. Shifts will vary across daytime, evening, weekdays and weekends and it is imperative that applicants have good availability to accommodate this kind of shift pattern.
About You
The ideal candidate will have a polite manner with a calm and professional attitude, an interest in the arts and/or events and have excellent communication skills. Previous knowledge of Spektrix ticketing system and supervisory experience would be advantageous but is not essential. You will have a strong understanding of customer service within the ticketing/events industries and an ability to pull key information from data to support the development of business strategy. You will have a good understanding of safeguarding and accessibility legislation and an ability to design for accessibility in all aspects of guest experience. It is important that you can maintain good standards and work efficiently, using your own initiative to solve problems where necessary. You must have good availability and flexibility in terms of working hours and a desire to deliver excellent customer service.
Benefits
We offer a generous benefits package including a minimum of 23 days’ annual leave rising to 28 days after 5 years’ service, plus Bank Holidays, a generous local government pension scheme, free parking for all employees and payment of a professional membership fee. As well as subsidised gym membership at our local Places Leisure Centre and great savings from supermarkets, shopping, cycle to work schemes and holidays via the My Staff Shop scheme. A laptop and mobile phone will be provided for your role if applicable.
Offers are usually made at the lower end of the salary band allowing for progression.
Contact details
For an informal discussion, please contact Kayleigh Stockley, Venue and Events Manager on 01276 707607, kayleigh.stockley@surreyheath.gov.uk