Hospitality Assistant

Hospitality Assistant Job Role and Description

Department: Hospitality

Responsible to: Head Of Hospitality

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.

At Theatre Royal we’re a bold, creative, and collaborative team, driven by ambition and a passion for powerful storytelling. We value openness, inclusivity, and empathy, and we’re always looking ahead, embracing new ideas and delivering with purpose. If you’re ready to be part of something extraordinary, we’d love to hear from you!

Our Values: Ambitious, Inclusive, Collaborative, Creative, Progressive

Introduction

We are looking for dynamic and customer-focused individuals to join our Hospitality Team as we prepare to open our new public bar-eatery in late summer 2025. The new venue at 11 Market Street will be open to the public and theatregoers seven-days a week.

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.

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
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.

Application deadline:

Monday 23rd June 2025 9am. Please apply via the link with your CV and a cover letter containing a description of your relevant experience for this role.

Interviews:

Wednesday 25th June - Sunday 29th June 2025

Start/ Training:

Thursday 10th - Tuesday 15th July 2025

Hours

Full & Part time contracts available across 7days a week.

Salary

£12.60 per hour

EAP

Employee Assistance Programme available to all staff and their household members

Employee benefits

Critical Illness and Death in Service Cover
Employee Assistance Programme available to all staff and their household members
Discounted Travel Scheme - discounted Metro and bus travel.
Discounted Tickets - Access to staff discounted tickets for performances, subject to availability
NE1 Discount card - Access to city centre discounts and activities.
NGCV Discounts - Theatre Royal staff have access to discounts across 10 Newcastle Gateshead Cultural Venues.

Working at the Theatre

We recognise that only once every member of our team feels a sense of belonging they will truly thrive during their time working with us. You will be welcomed at the Theatre, and if you need any adjustments at the time of applying or within the role please let us know at any stage in the process by contacting: recruitment@theatreroyal.co.uk

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