Hospitality Assistant

**Multiple Vacancies-Non seasonal work**

**Department**: Commercial and Visitor Services
**Reporting to**: Hospitality Supervisor
**Hours**: Zero hours, covering matinees, evening, weekend and Bank holiday shifts as required.

The Hospitality assistants will ensure excellent customer service in all our Commercial areas. Working across our Bars, Restaurant, Café and Events, the role will deliver a first class experience in all our Commercial activities in our three Buildings

**Main Purpose of the Role**
- To ensure Customer care and standards of service in all areas are of the highest level and meet the standards set by the Head of Commercial
- To assist the Hospitality Supervisors and Team in the smooth running of all commercial activities
- To help maximise sales potential across commercial areas

**KEY RESPONSIBILITIES**
Daily Operations and sales
- To be an effective team member, sustaining a positive and friendly manner
- To work on a rota basis in all areas of the Commercial operation including bars, restaurant, cafe, roving sales and events delivery
- Working with the Commercial Team to deliver the best customer experience for all guests and visitors through first class service and attention to detail
- Ensure the highest standards of food and beverage service that meet customer and Norwich Theatre expectations
- Anticipate Visitors needs wherever possible
- Assist with emergency situations including evacuation as required by Duty Manager
- On a rota basis assist with stock distribution following manual handling guidelines
- Ensure all operational areas are kept clean, tidy and well presented at all times
- Assist with opening and closing of commercial areas as required

**Customer Service & Relationships**
- Communicate with customers on a day to day basis (both internal and external) and deal with any complaints that may arise and report to a supervisor
- Foster a positive and proactive environment working with all departments to achieve the best experience possible for theatre goers, visitors, participants, cast and staff
- Take part and contribute in regular team meetings

**Finance & Systems**
- Assist in maintaining good stock control at all times
- Use EPOS system effectively to ensure good speed of service and an excellent Visitor experience
- Adhere to cash handling procedures at all times
- Use restaurant booking system as required, taking guests details and confirming reservations
- Use of ordering technology to give best possible service

**Statutory requirements**
- Ensure all equipment is maintained and any defects reported and or dealt with promptly
- Attend training as required
- Uphold the requirements of food safety, licensing laws, COSHH and health & safety procedures at all times

**Organisational Wide Responsibilities**
- To demonstrate and promote our core values;
- “To inspire a sense of the magic of theatre” to both your colleagues and anyone who visits us to see our performances, take part in our activities or spend time in our buildings.
- To support and contribute to our commitment to provide brilliant experiences. This underpins everything we do and shapes how we work as a team, the partners with whom we work and the way in which we welcome our visitors.
- To maximise the opportunities for inclusion throughout the theatre’s activities
- To actively support the theatre’s ambitions to reduce its impact on the

environment
- To comply with all theatre policies including Safeguarding, Equal Opportunities, Health and Safety, ICT, Data Security and Protection
- To undergo any training necessary to fulfil the duties of this role and to develop its contribution to the organisation.

This description is not exhaustive and may change to meet the needs of the
business as the strategic vision for the department & organisation evolves. The
post holder may be required to perform duties outside of this as operationally
required, but within reasonable scope of this role at the request of the relevant manager or director.

**PERSON SPECIFICATION**

**Essential**

**Desirable**

**Experience & Knowledge**
- Recent relevant experience in a busy Hospitality or leisure environment
- Experience of working in a Restaurant environment
- Experience of working in a busy bar environment
- Cash handling responsibilities
- A flair and enthusiasm for first class customer service
- Knowledge of current dining out trends
- Knowledge of alcohol and soft drinks products
- Experience and Understanding of Epos till systems

**Attributes**
- People focused
- Available to work across a rota system covering daytimes, evenings and weekends.
- Ability to cope under pressure, in a calm and efficient manner to set deadlines
- A flexible approach to work
- Organised
- Confident with team and customers
- An interest in the arts

**Skills**
- Excellent Customer Service skills
- Good interpersonal skills with both colleagues and customers
- Excellent communication skills
- Good organisational skills with an a