Hospitality Assistant Job Role and Description

Department: Hospitality

Responsible to: Head Of Experience

Department lead: Director of Operations

Newcastle Theatre Royal Trust is an independent charity that brings world-class theatre and creative engagement to and for the people of Newcastle and the North East. We are committed to giving everyone the highest quality welcome and service, on-stage and off. Our 5 Core Values underpin all that we do; we are Ambitious, Inclusive, Collaborative, Creative and Progressive.

Introduction

We are looking for a dynamic and customer-focused individual to deliver the ancillary sales operations at the Theatre Royal. This includes bar and hawker sales, merchandising, and other related services during public performances and events. The successful candidate will ensure every customer receives a high-quality service experience, creating a welcoming and friendly atmosphere while addressing customer needs quickly and professionally. They will be a natural team worker with a positive "can do" approach and enjoy and be able to demonstrate an aptitude for working with people. 

 Hospitality Assistants will be allocated duties by the Duty Hospitality Manager and complete tasks in the following areas: Foyer bars, Auditorium sales, Store room & Hospitality events

All staff are required to work in all roles as directed by the Hospitality Management team and deliver a comprehensive, professional and safe hospitality experience for all visitors to our buildings.

Duties and responsibilities

Ancillary Sales

• To work across all sales points ensuring accurate cash, card and stock handling processes are adhered to; using the EPOS system and PDQs accurately to ensure speed of service and accurate sales at all times.
• To maintain product knowledge, ensure sales points are well stocked and that stock is well presented at all times to reflect the premium experience.
• Be familiar with current promotions and/or new products and to actively promote sales and upsell across all service areas.

Events

• To set up and prepare event spaces as per event requirements including but not limited to setting up furniture, catering, signage, information, projection equipment etc, ensuring the highest standards of presentation and that the space is ready on schedule.
• To prepare food and beverage catering and provide ongoing service throughout the event.
• Re-set and clear down event spaces post event, ensuring equipment is cleaned and prepped for next use.

Safety

• To maintain a thorough knowledge and understanding of safety protocols and perform safety duties for all performances.
• Promote the security of the theatre by maintaining excellent house-keeping and monitoring audience behaviour.
• Ensure the bar and foyer areas are never left unattended during operational hours.
• To adhere to and promote all licensing, trading standards, food hygiene and Health and Safety policies and procedures throughout all duties.
• To undertake First Aid duties as required (training will be provided where necessary).

Housekeeping

• To ensure the theatre foyer and bar areas are well presented at all times, clearing down quickly and efficiently following service periods.
• Ensure that all stock rooms are clean and organised at all times to enable good stock management and food hygiene; assist with receiving and reconciling deliveries of stock.
• To conduct bar and store deep cleaning duties, ensuring the highest standards of cleanliness and equipment care.
• To support the domestic team and promote the fire and security strategy by maintaining a clean and tidy environment at all times.
• To promote NTRT Green Initiatives, contributing to and supporting recycling, reducing and re-using.

Access

• To support and deliver NTRT access schemes and policies through all duties.
• To be knowledgeable about and deliver accessible facilities and services effectively as required.

Operations

• To provide additional support and cover for all frontline teams during performances as required
• Supporting the Operations team by undertaking operational and administrative duties to support the smooth running of the department.

General

• Deliver an excellent standard of service to all customers, ensuring service delivery is positive, professional and knowledgeable at all times.
• To effectively and appropriately respond to customer queries, comments and complaints
• To maintain a comprehensive knowledge of NTRT activity including but not limited to main house programme at the Theatre, Learning and Development activity.
• To conduct all duties in line with the Visitor Services Staff Guide to Duties and NTRT policies and procedures
• To contribute to the ongoing development and delivery of the Visitor Experience working collaboratively with all frontline departments
• Undertaking other relevant reasonable duties as may be requested by the Visitor Services Management;

Uniform

Uniforms are provided to Visitor Services staff to reflect the image of the theatre which has a significant impact on the way we are viewed by the public and visiting companies.

For security reasons it is essential that uniforms are returned when staff leave. A £15 uniform deposit will be deducted from staff’s pay on commencement of employment or when a new uniform is issued. The deposit will be reimbursed when staff leave the Company’s employment and return their uniform to their Line Manager prior to receiving their final pay.

Duties as a member of the Theatre Royal team

• Ensuring that the working environment and practices conform to the Trust’s Health and Safety and GDPR Policies, appropriate Child Protection legislation and Health and Safety Legislation
• To take all reasonable care and responsibility for the Health and Safety of themselves and other persons who may be affected by their acts or omissions and to co-operate with the Trust in achieving and maintaining Health and Safety requirements.
• Be fully committed to the Trust’s Equality Policy; The Theatre Royal values and promotes equality, supports and encourages diversity and has a zero tolerance policy on discrimination of any kind.
• To adopt an environmentally aware attitude and adhere to any of the Trust’s Green Initiatives, taking personal responsibility that all duties are undertaken to ensure environmental, sustainability and climate change best practice is observed.
• To understand the Trust’s staff handbook and respect the ethos by which we work as an equal opportunities and inclusive employer, always striving to be the best in our industry as a welcoming theatre.
• To have an understanding of our Creative Programme, which comprises work on stage and our Creative Engagement programme, collaborating with colleagues to ensure the highest quality support and customer service is delivered across the programme as a whole.

Contract dates: FIXED TERM Panto/Christmas

• Start date: 10^th November 2024
• End date: 12^th January 2025

Application deadline:

• Friday 18^th October 2024

Interview Dates: (applicants to attend ONE of the following group interviews):

• Monday 28^th October - 5pm-7pm
• Tuesday 29^th October – 3pm – 5pm
• Wednesday 30^th October – 2:30pm-4:30pm

Candidates must be able to attend the following training sessions:

• Monday 11^th November – 5pm-9pm
• Tuesday 12^th November - 5pm-9pm
• Wednesday 13^th November - 5pm-9pm

And either:

• Thursday 21^st November – 1pm-4:30pm or, 
• Thursday 21^st November – 5:30pm-9pm

Shifts patterns that are available:

• 7hr contract/2 shifts per week – Saturday matinee and evening performances
• 7hr contract/2 shifts per week – Sunday matinee and evening performances
• 10.5hr contract/ 3 shifts per week – Tuesday evening & Saturday matinee and evening performances
• 10.5hr contract/ 3 shifts per – Thursday evening & Sunday matinee and evening performances
• 10.5hr contract/ 3 shifts per – bespoke contract based on availability provided at interview
• 14hr contract/ 4 shifts per – bespoke contract based on availability provided at interview

Please specify your shift preference in you application

Salary

• £12 per hour

EAP

• Employee Assistance Programme available to all staff and their household members

Discounted Travel Scheme

• Discounted Metro travel

Discounted Tickets

• Access to staff discounted tickets for performances, subject to availability.

NE1 Discounts

• Access to city centre discounts and activities

NGCV Discounts

• Theatre Royal staff have access to discounts across 10 Newcastle Gateshead Cultural Venues