ATG Entertainment UK
Customer Service Host
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Customer Service Host – Ticketing and Sales Team
ATG Entertainment
About the Role
As part of the Ticketing and Sales team, you will report to the Ticketing and Sales Manager.
The Customer Service Host will deliver an enhanced level of customer service during counter opening times, providing information about production, the theatre, and the local vicinity while optimising sales.
You will act as the sole point of contact for all Ticketing queries and collaborate closely with senior managers (e.g., Theatre Manager) for escalating issues when necessary.
Key Responsibilities
Customer Service
- Resolve customer issues efficiently, acting as the primary point of contact.
- Maintain detailed records of incidents for internal reference.
- Provide tailored recommendations, including restaurant reservations, hotel bookings, taxi services, and other bespoke requests on behalf of patrons.
- Utilise extensive knowledge of corporate partnerships, offering local business recommendations and arranging bookings as required.
- Contact Memberships, Lounge guests, corporate guests, group bookings, or other special attendees ahead of performances to coordinate personalised support.
- Support Access patrons during performances, ensuring compliance with ATG Enterprise’s Access scheme and anti-discrimination legislation.
- Coordinate interval or post-show arrangements, ensuring seamless guest experiences.
- Cover Front of House duties when ticketing responsibilities are light or not required.
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Sales & Ticketing
- Sell and maximise revenue through tickets, memberships, and retail products, while minimising payment discrepancies.
- Facilitate on-the-night ticket upgrades and packages per management directives.
- Ensure Box Office marketing materials are up-to-date and aligned with sales targets.
- Liaise with central Ticketing and Revenue teams to implement new technologies.
Process & Administrative
- Complete end-of-day banking procedures, including recording takings and resolving discrepancies.
- Cover shifts for Ticketing department, including holiday and illness leave.
- Provide support for high-profile events such as opening nights or marquee performances.
- Communicate with Producers, Venue Management, Marketing, and external agencies as required.
- Liaise with Contact Centre and Groups teams for on-the-night query resolution.
Compliance
- Adhere to GDPR regulations, Health and Safety policies, ATG Enterprise IT Policy, and anti-discrimination laws.
- Support a safe and inclusive working environment for all patrons and staff.
Required Skills, Qualities & Experience
Candidates must demonstrate:
- Exceptional customer service skills with a proactive, problem-solving approach.
- Ability to anticipate patron needs and resolve issues efficiently.
- Strong collaborative skills, working seamlessly across all theatre departments and external stakeholders.
- Flexibility in handling varied tasks and high-pressure situations.
- A passionate commitment to delivering outstanding guest experiences.
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Ideal candidates will have:
- Direct experience in customer-facing roles (preferred but not essential).
- Experience handling ticketing, sales, and administrative duties in a live-entertainment setting.
- Knowledge of theatre operations, customer service best practices, and event coordination.
About Our Company
Our Values
- Thrrive: Work with passion and dynamism.
- Connect: Collaborate with kindness and professionalism.
- Dare: Innovate with curiosity and courage.
- Perform: Maintain customer focus and professional ownership.
Our Commitment to Inclusion & Sustainability
As a Disability Confident Committed Employer, we actively promote:
- Inclusivity: Creating a supportive, well-being-focused workplace.
- Sustainability: Reducing environmental impact through conscious practices.
- Next Generations: Supporting education and training initiatives, including mentorship.
Diversity & Accessibility
ATG Entertainment is dedicated to equality, diversity, and accessibility, ensuring our stages and workspace reflect all voices and honor Sophia’s Tap USlaw – The Stage for Everyone mission.
We strongly encourage applications from underrepresented groups, including those with disabilities or medical conditions. If you require adjustments to the application process, please contact recruitment@atgentertainment.com for support.
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