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
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
- 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
Attributes
Skills
Qualifications
- Qualified first aider
- Personal Licence holder
Interviews will be held in the week commencing the 8th September 2025.
Norwich Theatre reserves the right to remove a vacancy prior to the advertised closing date.