Cover Customer Experience Supervisor

The Apollo Victoria is one of ATG’s Fuel venues. Welcoming over 70,000 visitors in 2018 so far, our customers are at the forefront of our business, and ultimately the experience we offer them determines our success. In recent years we have taken huge strides in improving FOH spaces, food and beverage offering, team member training, and retail concepts. We believe we should be providing every customer with an exceptional experience, so with these improvements and a dedicated team, we are always aiming for excellence. Our Cover Customer Experience Supervisor team are integral to achieving this and we are looking for two people to join us to cover busy periods, holidays and other periods of absence.

Role Summary:

Our Cover Customer Experience Supervisor will work with the Full Time Customer Experience Supervisor  and Customer Experience Management team to lead the venue’s Front of House operation; focussing on premium customer service, team management and engagement, and the quality control of our retail concepts.

We are looking for a candidate who thrives in a past paced environment, enjoys engaging with people, and has an eye for detail. This role offers a great opportunity to learn about venue operations and provides an insight into venue management. You will be managing our Front of House team and problem solving on a daily basis, whilst working alongside other departments to ensure we are a safe and welcoming place for our staff and customers alike.

Collaborative : Ambitious : Smart : Passionate

Collaborative

• Ensure the Front of House operation is running efficiently and meets the highest standards, whilst being fully compliant with Health and Safety, Licencing, and Food Hygiene Rules and Regulations.
• Motivating and engaging the Front of House team; managing for high performance and promoting a strong, positive teamwork ethic.

Ambitious

• Ensure all sales opportunities are maximised and work with the CEM team to achieve targets in areas such as Spend Per Head and Mystery Shops.
• To work flexibly and creatively in order effectively problem solve. Constantly assess the standard of service and experience being delivered on the floor, foreseeing potential issues and finding solutions to minimise negative customer interactions or operational difficulties.

Smart

• Monitor and track staff performance; ensure rota is full and smartly staffed on a daily basis, track holiday and sickness, identify training needs for staff.
• Ensure processes are adhered to with regards to stock management, cash handling, and nightly cash reconciliations.

Passionate

• Be the face of our venue; welcoming team members and customers into our venue, promoting a culture of inclusiveness and excellence.
• Inspire and engage the team in striving for consistent and exceptional customer service; offering positive and constructive feedback on the floor, and being an example of excellence through your own customer and team interactions.

Desirable Qualities

• Leadership potential
• Competent with IT systems; Microsoft programmes, Apple devices, Zonal Till Systems
• Interested in Theatre Management Career
• Time management skills and ability to self-motivate