Visitor Experience Manager

Hours: Full Time, 40hpw

Annual Leave: 33 days per annum inclusive of public bank holidays

About Trafalgar Entertainment (TE)

We’re a leading theatre and live entertainment group with a national and international footprint.

Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a business focused on bringing people together to share in the live experience; through new productions, through the operation of amazing theatre and live-event spaces, and the distribution of live-streaming content. The group is home to Trafalgar Theatres, Trafalgar Theatre Productions, Trafalgar Releasing, Stagecoach Performing Arts, Helen O’Grady Drama Academy, Trafalgar Tickets, London Theatre Direct, Stagedoor App, Jonathan Church Theatre Productions and Chiswick Cinema.

About Trafalgar Theatres

Trafalgar Theatres is the venue-operating division of TE. We currently operate 15 venues; including 12 in the UK regions; the Trafalgar Theatre in London’s West End and the Theatre Royal in Sydney.We’re growing fast, we’re confident in what we do, and we’re ambitious about the future.There has never been a better time to get on board.

Fareham Live is currently under construction. Once completed, it will be a multi-use venue consisting of a main house with 800 seats, a second space with 120 seats, and additional space for classes and events. The venue will also have café and bar spaces and will be fully accessible and modern. It is expected to open its doors in the autumn. Roles in new venues are highly sought after, and being a part of the opening team is a unique and special opportunity.

We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.

About this role

The Visitor Experience Manager will have strong customer service skills, the desire and ability to make a difference and a passion for the entertainment industry. They will lead the front-facing teams, including the welcome desk and stage door. Ensuring high levels of customer service are always given to guests attending Fareham Live, whilst assisting the General Manager to maximise income.

This is an operational, hands-on post which will also act as a duty manager as required

About you

• A professional with experience in the theatre, café, or events space, you will be a self-motivated, engaging, and dynamic leader.
• Commercially savvy, enthusiastic, and capable of influencing others (including senior members of the TE team and third-party producer clients) you will be energetic, proactive, results-focussed, and creative in your approach.
• You will be resilient, able to communicate clearly and excellent at forming working relationships with others.
• A strong customer service focus and a genuine desire to deliver an excellent experience, every time.
• A leader with the ability to support a large team while delivering results.
• High level written, numeracy and verbal communication skills.
• An excellent manner when dealing with the public, stakeholders, and industry colleagues.
• An ability to be flexible to business needs and work calmly and effectively under pressure.
• Experience in successful staff management including recruitment, appraisals, training & development, and work performance.

Key responsibilities

• Develop, implement, and manage the highest standards of Customer Service in all Front of House and backstage areas, including communication and guidance for staff
• Collaborate with central teams to Support customer services, H&S training programme for staff, in line with TE policies, ensuring the maximum involvement of all Events e and Visitor Experience staff, and within appropriate service standards and targets.
• Organise and deliver regular induction days for Front of House staff and ensure that training materials are accurate, appropriate, and up to date.
• Duty Management of public events at the venue to ensure that they are appropriately staffed to ensure the highest standards of customer care and safety.
• Liaison with Visiting Company and Tour Managers as required as part of show duty management responsibilities, and to ensure their requirements are met.
• With a focus on exemplary customer service, oversee the in-venue ticketing services for guests and visiting companies, ensuring collaborative working between all customer-facing teams.
• Ensure that procedures are in place for the safe opening of the building and that information relevant to that day’s events is available.
• Overall responsibility for effective management of the Events and Visitor experience staff and maintaining excellent communications with this team, creating Front of House rotas that are accurate, and take all operational factors into account.
• Establishment of a visible and accessible Duty Management profile throughout the venue to foster good relations and to provide support, advice and assistance to all staff and visitors.
• Support other colleagues in day-to-day delivery of customer-facing services
• Assist and liaise with the Marketing Executive to ensure all publicity and marketing material is displayed effectively both internally and externally.
• As part of the Duty Management team, you will be the nominated First Aider d will have to deal with any accidents or incidents that occur, ensuring that they are accurately recorded and followed up if required.
• The implementation of the venue’s emergency and evacuation procedures including all relevant training, drills, and briefings in collaboration with the Senior Management Team and the relevant statutory authorities.
• Undertaking and documenting risk assessments relevant to the front-of-house departments including dissemination and review.
• Ensure all duties are carried out in accordance with Health & Safety procedures.
• Assist the venue management team with the recruitment, induction and training of new staff.
• In collaboration with the General Manager and venue administrator, assist with casual events team recruitment, onboarding, and development to always attract and engage the best available talent.
• Undertake any relevant training and development that may be required and keep abreast of relevant industry developments.

The post holder with carry out any other duties as appropriate to the post and as requested by the General Manager or Venue Director.

This is not an exhaustive list of duties. from time to time, you may be required to undertake such alternative or additional duties which will be commensurate with your skills, experience, and capabilities.

Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are curious, courageous, and ambitious, empowering people to challenge and innovate in pursuit of excellence.