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. 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 dynamic and customer-focused individuals to join our Hospitality Team at our new coffee & wine bar 100 Grey Street.

If you have previous experience within the hospitality sector (with barista and cocktail making knowledge) and can motivate a team of assistants to create moments of magic for every customer, we want to hear from you!

Duties and responsibilities

• Effectively supervise and support Hospitality assistants across all duties, to ensure the delivery of a consistent customer experience; ensure all stock and sales protocols are adhered to and revenue is maximised.
• Ensure all service points are fully equipped, stocked and ready for service.
• Help the Hospitality staff to serve customers during service hours.
• Support the effective resolution of customer service complaints, queries or service issues.
• Assist with stock controls, ordering, general stock management, stock takes and sales reporting in liaison with the Hospitality Manager(s).
• Maintain excellent product knowledge and be familiar with promotions, new products or industry trends.
• To adhere to and promote all licensing, trading standards, Food Hygiene and Health and Safety policies and procedures throughout all duties.
• Completing cash up at the end of service.
• Responsible for opening/locking up sales area.

Housekeeping

• Ensuring that the operation is set up / closed down daily
• To ensure the serving areas are well presented at all times, clearing down quickly and efficiently throughout the day.
• 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

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 Theatre Royal activity including but not limited to main house programme at the Theatre, Learning and Development activity.
• To conduct all duties in line with Theatre Royal 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 Experience Management team.

Uniform

Uniforms are provided to Hospitality 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.

Rotas: Please specify in your cover letter which is your preference or if you would be happy with either.

Contract Type: 

Fixed Term to 6th September 2025

Start date: W/C 26th May 2025

Application deadline:

Tuesday 6th May 2025 12 noon. 

Please apply via the link with your CV and a cover letter containing a description of your relevant experience for this role and please specify which of the 3 rotas you are applying for.

Interview Date: 

Friday 9th May 2025

Working Hours:

• 16 hours per week (Evening, weekend, and Bank Holiday working required. Please specify in your application if you applying for rota A, B, C or all based on the rota shown)

Rota

 The details of the rota for the roles are below the job description. If you require a larger or accessible version of this please contact recruitment@theatreroyal.co.uk

Salary

• £14.21 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