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Visitor Services Team

4 months ago

Dartford, United Kingdom Trafalgar Entertainment Full time

**JOB DETAILS**:
***

**Job reference**

REQ00770

**Date posted**

27/11/2023

**Application closing date**

11/12/2023

**Location**

Dartford

**Salary**

£10.42 per hour

**Package**

**Contractual hours**

0

**Basis**

Casual

**Job category/type**

Box Office

**Job description**

**Job Advert: Visitor Services Team - Casual (Orchard West, Dartford)**

**Reporting to: Customer Experience Manager**

**ABOUT TRAFALGAR ENTERTAINMENT (TE)** Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focussed on new productions, venue ownership, Performing Arts education, theatre ticketing, the distribution of live-streaming innovative content and the provision of great theatres where people can come together to share in the experience of live entertainment. TE is home to Trafalgar Theatres, The Chiswick Cinema, Trafalgar Theatre Productions, Trafalgar Releasing, Trafalgar Tickets, Stagecoach Performing Arts, Drama Kids/Helen O’Grady Drama Academy, ticketing company London Theatre Direct, Stagedoor, Jonathan Church Theatre Productions, and Imagine Theatre.

**ABOUT TRAFALGAR THEATRES**
- Trafalgar Theatres is the venue-operating division of TE. We currently operate 16 venues; including 14 in the UK regions; the Trafalgar Theatre in London’s West End and the Theatre Royal in Sydney. We’re growing fast, we’re confident in what we do, and we’re ambitious about the future. There’s never been a better time to get onboard.
- We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.

**ABOUT THIS ROLE**
- As the postholder is responsible for:

- Maximise ticket sales for the venue, ensuring a positive experience for patrons both face to face and on-line booking support. To increase and develop The Orchard Theatre’s audiences and supporting the permanent member of the Visitor Services Team.
- ABOUT YOU
- A polite, friendly and calm professional with significant experience in the theatre, music or live-entertainment space, you’ll be a self-motivated, engaging and dynamic leader. Commercially savvy, enthusiastic and capable of influencing others (including senior members of the TE team and third-party producer clients) you’ll be energetic, proactive, results-focussed and creative in your approach. You’ll be resilient, able to communicate clearly and excellent at forming working relationships with others.

**KEY RESPONSIBILITIES**
- Available to work weekday’s, weekends and bank holidays which will include daytime and evening shifts.
- To carry out ticket sale duties using the venues ticketing system, including in-person bookings, outgoing and incoming calls and online booking support, including reservations for the venue’s Restaurant and assisting in the scanning of tickets for patrons on performance days.
- Promote and up-sell Orchard Theatre’s products including Premiere Card and Groups’ Club.
- To work alongside the Front of House Team to deliver an enjoyable a positive experience for our patrons.
- To work alongside the Stage Door Team, providing breaks as and when required on a rota basis.
- Be an ambassador for the Orchard Theatre within the Visitor Services Team, positively promoting the theatre and its performances.
- Development and maintenance of the theatre’s database to ensure that records are accurate and cleansed on a regular basis.
- Cultivation and management of continuous relationships between The Orchard Theatre and its patrons.

**REQUIREMENTS**
- Must be available to work on weekends, evenings and Bank Holidays.
- Be organised, to have a professional attitude and be able to thrive in a fast-paced environment.
- High level communicational skills along with excellent customer service skills when dealing with colleagues, public, stakeholders and industry colleagues.
- Literacy and computer literacy skills appropriate to the post.
- An excellent telephone manner.
- Excellent attention to detail.
- To be flexible to business needs and to work calmly and efficiently under pressure.
- Demonstrate enthusiasm for live theatre and entertainment.
- Previous experience in a customer facing/service environment and working as part of a team.
- Awareness of theatre ticketing operational practices, purchase and payment procedures.

**PERFORMANCE MEASURES**
- Four Pillar Customer Service Training
- Monthly Mystery Shopper reports.
- Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.

**Application Process**

If successful, you will be invited to a face to face interview with the Customer Experience Manager and Visitor Services Supervisor.