Theatr Clwyd is looking for a Deputy Experience Manager to be part of our Visitor Experience team. The successful individual will inspire our Welcome team and volunteers to deliver a friendly and welcoming atmosphere. The Deputy Experience Manager has overall responsibility for maintaining the safety of both Company Members and visitors in our building. They are also responsible for overseeing daily operations and ensuring reports are completed accurately.

Contract Type - Permanent

Hours - 21 per week

The Role

Job Purpose

Under the direction of the Visitor Experience Manager, take operational responsibility for the front of house experience, ensuring a consistently safe, efficient and high standard of service to, all visitors and company members.

Key Responsibilities

Front of House and Operations

• Contribute to good communications and cooperation across all Families to ensure excellent working relationships are cultivated.
• 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.
• To brief Experience team members, and volunteers so that essential information can be shared.
• To cover the Welcome Desk to support the Experience team in creating a welcoming environment

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 Visitor Experience Manager, ensure each member of the Experience team know the correct procedure, and that team members receive regular fire awareness training.

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.