Show Operations Controller

4 weeks ago

London, United Kingdom The Crystal Maze Live Experience Full time

**Show Operations Controller - Little Lion Entertainment**

Reporting to: Operations Manager

Working Hours: As required - Will vary based on business demand

The Role

We are looking for fun, dynamic, and friendly personalities to join our Operations team as a Show Caller. As Show Operations Controller, you will oversee and maintain the technical stage operations of our attraction to the highest level of quality and efficiency. You will be at the heart of our operation, delivering cues and remaining at the control desk throughout the day. You will be our eyes and ears in each immersive show, coordinating props, performers and audience. You will be self-motivated, able to work independently or as part of a team. You must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays, and special events. You will adopt an enthusiastic, assertive, and passionate approach to Guest Service at all times. You will be passionate about the product and have a keen eye for detail

Key Responsibilities

Operational Excellence
- Manage all guest enquiries efficiently and maintain a consistently positive attitude.
- Celebrate success with the team at every available opportunity, have open and honest communication with fellow colleagues and managers offering support to all.
- Arrive to work punctually, ready to work with your uniform correct and well kept.
- Work across all parts of the operations function as required, striving for world class standards and regularly feeding back new ideas and initiatives to the Operations Manager.
- Learn and maintain the equipment within the Operations department, ensuring quick fixes can be swiftly completed to ensure attraction standards are maintained.
- Drive sales through each of our commercial units when required, upselling retail merchandise and photography products as required.
- To execute the precise show operations and manage the flow of the attraction
- Assist the Duty Manager in overseeing technical run-throughs and show opening prior to the start of the day
- Address and resolve any technical difficulties during performances, escalating to the Duty Manager as and when required
- Ensure that all actors are prepared for a performance and aware of their responsibilities
- Provide stage directions and cues to actors during shows as necessary
- Maintain the log of daily activity during shows
- Escalate logístical problems to the Duty Manager as appropriate
- Act as the first point of contact for all communications between the team and the management
- Strengthen team dynamics and foster strong relationships across the business
- Being flexible and adaptable to circumstances, proposing innovative and creative solutions with ease
- Operate using a bespoke calling system Controlling show operations with precision
- Complete a detailed show report after each show highlighting challenges to be rectified for the following day

Guest Excellence
- Treat all guests as individuals, thinking on your feet to ensure their experience exceeds their expectations.
- Proactively approach and interact with guests in an open and genuine manner and have the confidence to engage in conversation with guests of all ages and backgrounds.
- Live and breathe world class service, with guests at the heart of everything we do not only within the Operations Department but within the wider attraction.
- Act as an advocate for the guest, identifying and sharing ideas to management about how we can make the guest experience even better.

Help in the Front of House where needed to support excellent guest experience

Health, Safety and Security
- Facilitate evacuations and emergency procedures in conjunction with the Duty Manager
- Act as a point of contact for the Duty Manager and to monitor health and safety and ensure risk assessments are adhered to during shows.
- Read and sign off against all departmental risk assessments, CoSWPs and SOPs, ensuring that all risks are minimised, creating a safe environment for our guests and fellow team members.
- Responsible for the safety of your colleagues and guests as they enjoy the attraction.
- Follow all processes and procedures while working within the attraction, ensuring the health and safety of all guests and staff is always maintained.
- Train new team members both on position (shadowing) and by one to one theory training using the departments manuals (COSWPs).
- Report any health and safety issues and near misses using the methods in place, informing any member of the Management team in a timely manner.
- Represent the department at health and safety forums and meetings as and when required.

In addition, you will be trained to do the following responsibitlies:

- To undertake Duty Management shifts during break or holiday periods (any DM shifts will be paid at £12.50 per hour)
- To manage daily show structures and staffing levels in line with cos targets
- Review daily Avius survey results and relay to front line operations team

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