ATG Entertainment UK
Casual Duty Manager
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Casual Duty Manager
Are you looking for something a little bit different?
We're looking for a Duty Manager who would like to work in our exciting, fast-paced company across the Manchester Venues.
The Duty Manager assumes responsibility for the venue during performance mode. They ensure the successful smooth running of the venue by ensuring customer and staff safety, risk management and licensing procedures are adhered to, excellent customer service is provided, financial information is accurate, sales opportunities are maximised and the venue is clean and presentable.
Full of variety, this role is both fun and challenging. You'll take responsibility for a range of tasks as part of a friendly, passionate and ambitious team, working in our unique venues with an ever-changing programme of events.
If you have the skills to achieve our goals and an affinity for our values we'd like to hear from you!
Experience from within the entertainment sector is not essential and we actively encourage applications from people from the widest range of backgrounds, including those currently under-represented in this industry.
You do need to be aged 18+ for this position. Evening and weekend availability is essential.
The Role
Part of the Customer Experience team, your line manager is the Customer Experience Manager.
This role is performance based across 2 venues (The Palace Theatre and Opera House Manchester) and as such shifts will be scheduled for both venues depending on performance calendar. Evening and weekend work is essential for this role and your availability should reflect this.
Key Responsibilities
The Duty Manager assumes responsibility for the venue during performance mode. They ensure the successful smooth running of the venue by ensuring customer and staff safety, risk management and licensing procedures are adhered to, excellent customer service is provided, financial information is accurate, sales opportunities are maximised and the venue is clean and presentable.
Front Of House Operation
- Be responsible for the building and its occupants in the absence of more senior personnel.
- Take full operational control - including pre-show building checks, providing clearance to start the performance, ensuring the building is clear of customers and the venue is locked up in joint conduction with the Stage Door Keeper.
- Be a welcoming presence to guests, working with the security team to manage queues, monitoring behaviour and any access requirements. Pre-empt and accommodate any guest needs, identify and challenge any digression and ensure safe attendance into the venue.
- Maintain good working relationships with other departments involved in performance delivery including venue management, box office, technical and marketing.
- Liaise with the visiting company to confirm accurate show information and collaboratively coordinate to ensure the smooth running of the performance considering any requests from the company whilst meeting the needs of the venue operation.
- Work closely and collaboratively with the Assistant Customer Experience Manager on shift to deliver a seamless Front of House operation.
- Contribute to the review of systems and processes so the operation can be flexed to help achieve greater profits.
- Ensure the Front of House operation on shift is managed and presented to the highest standard and fully complies with laws and regulations.
- Building key relationships with customers, promoters, external suppliers and internal colleagues.
- Be knowledgeable of ATGE's policies and procedures and ensure that these are consistently adhered to by all team members.
- Adhere to all Risk Management procedures to minimise the risk of injury and accidents - reporting any that occur using the Evotix system.
- Any other duties as reasonably requested.
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Staffing
- Build a positive, forward thinking, innovative and customer focused culture within the team and to develop and nurture a strong multi-skilled and adaptable workforce.
- Lead and support the external security team during performances.
- Be the first point of contact for Assistant Customer Experience Managers on a performance for incidents.
- To ensure all staff adhere to licensing and hygiene regulations and a high standard of cleanliness is maintained in all areas.
- Ensure the team on shift are completing reports / providing feedback that is to be included within the show report for the performance.
- In the event of any emergency, lead the team to ensure all policies and procedures are adhered to.
Customer
- Ensuring the customer is at the centre of everything we do, and that the wider team have a continuous awareness of and will deliver and exceed all customers' expectations.
- Positively communicate with customers on all feedback received during their visit.
- Always deliver and promote excellent customer service.
- Act as the escalation point for any customer issues or complaints and act accordingly to diffuse these.
- Proactively seek opportunities to enhance the customer experience before and during performances, in consultation with CE Management team.
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Sales / Finance
- Leading a team on shift that will deliver and exceed targets; and proactively contribute to the venues profitability by initiating ideas, systems and projects which will maximise sales and minimise costs.
- Embrace new ideas and concepts that are to be introduced and positively roll the ideas out to team members.
- Take full control of the venue financial procedures and be responsible for the balancing procedures.
We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.
Your Skills, Qualities And Experience.
If you have most of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds.
Essential
- Ability and confidence in managing a diverse workforce and audience, treating differing views with discretion and diplomacy.
- Excellent verbal and written communications skills.
- Creative problem solver and confident decision maker.
- Ability to use initiative and effectively prioritise.
- Highly skilled in complaint resolution ensuring customer satisfaction.
- Experience of working in a fast-paced environment, managing multiple projects at once.
- Proactive and flexible attitude, particularly in approach to unsociable / long working hours.
- Uphold a positive and professional work environment.
- Solution-focused, with ability to think creatively to anticipate repercussions of any challenges incurred.
- Absolute attention to detail.
- Additional Food & Beverage, retail, hospitality, leisure, events leadership experience.
About Us - Our Values
ATG Entertainment's values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.
THRIVE doing wha
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