Host - Casual

**PLEASE APPLY ON OUR WEBSITE;**

**Closing Date: 7 May - 9am**

**Interview date: 16 May - 6pm - 8pm.**

**Training dates: Monday 20 May 5pm-8.30pm, Tuesday 21 May 5pm-8.30pm, Wednesday 23 May 5pm-8.30pm **- all three sessions are compulsory, and each day must be attended and passed to complete training.

Newcastle Theatre Royal Trust is an independent charity that exists to bring world class theatre and creative engagement to and for the people of Newcastle and the North East. We are committed to giving the highest quality welcome and service to everyone, on-stage and off.

**Job Purpose**:
Our Host team are the public face of the Company, making sure that our audiences are at the heart of all we do. They welcome people to our theatre and deliver the highest standards of customer service and safety.

Experience Hosts will be allocated duties by the Duty Host Managers and Duty Host Supervisors. Host activities will mainly be focussed in the following areas:
**Door duties** include, but are not limited to, welcoming visitors, checking tickets, conducting visual bag checks, directing to relevant facilities, and assisting with enquiries.

**Sales duties** - including but not limited to selling programmes, merchandise, and refreshments across fixed and roaming sales points and upselling to meet sales targets.

**Floor duties** - including but not limited to ensuring audience members' safety, security and good behaviour, helping latecomers to their seats, being responsible for evacuating audiences in an emergency, and completing a litter pick-up post-show-.

**Access duties **include, but are not limited to, welcoming those with additional access needs and ensuring they have all the support they need to use our facilities and enjoy our shows.

Hosts are required to work across all four areas as directed by the Host Management Team in order to deliver a comprehensive, professional and safe experience for all visitors.

**Person Specification**:
The post holder should:

- Excel in customer care and be driven to deliver outstanding service
- Dress smartly, and have a positive and proactive attitude
- Have an eye for detail and have basic maths skills
- Be able to handle challenging situations with patience and diplomacy
- Have a polite and helpful manner with a solution-based outlook
- Enjoy working with a broad range of people and be a natural team-player
- Be good with heights and working on all levels inside the audotorium, including our highest level
- **Be available for regular daytime, evening, weekend, bank holiday and seasonal (Christmas) shifts.**

**Duties**:
**Service**
- To ensure that the Theatre Royal provides an enjoyable, safe and relaxed environment, open to visitors from all social, economic and ethnic backgrounds and of all ages.
- To provide a proactive and collaborative style of customer service in all public spaces.
- Act as the main point of information, welcoming the public and providing exceptional, positive and accessible service to visitors at all times.
- To maintain an up-to-date knowledge of NTRT (Newcastle Theatre Royal Trust) activity - including, but not limited to, our main house programme, learning events and development activity.
- To be alert and vigilant while monitoring audiences during performance times, ensuring their health, well-being and conduct while inside the auditorium.
- To deal with potential disruption to a performance or an event as required.
- To welcome all education groups, giving appropriate information about the performance and facilities - including offering assistance with seating arrangements and providing information about audience atmosphere, ensuring that students and young people feel at ease.
- To ensure that those with access needs are offered assistance and facilities appropriate to their requirements.
- Effectively, swiftly, and appropriately respond to feedback, comments, suggestions, compliments, and complaints from all visitors.
- To take proactive and immediate action where appropriate to ensure that all public areas are clean and safe. These include but are not limited to toilets, bins, foyer spaces, bars, auditorium and the outside of the building. To carry out appropriate cleaning duties as instructed, including post-show litter picking.
- To undertake other relevant duties as reasonably requested by Experience Management.

**Safety**:

- To provide support to the Duty Manager in all aspects of safety, security, emergency and evacuation procedures as required.
- To confidently and adeptly facilitate the evacuation of the public in the event of an emergency and/or follow the instructions of the Duty Manager in a major incident.
- To be alert and vigilant, maintaining agreed security standards at all times - reporting and investigating concerns immediately as appropriate.
- To keep up-to-date, maintain a good understanding of and implement safety protocols, including licensing, trading standards, GDPR, child protection, food hygiene and relev