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Venue Manager Crewe Lyceum

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Venue Manager Crewe Lyceum Venue Manager Crewe Lyceum CHESHIRE’S LANDMARK EDWARDIAN THEATRE | THRILLING AUDIENCES SINCE 1911 Venue Manager Job Description and Person Specification August 2021 Venue Manager Crewe Lyceum Crewe Lyceum is one of 11 venues within HQ Theatres & Hospitality’s current portfolio of regional theatres and concert halls. HQ Theatres is the UK’s leading regional theatre specialist and part of Trafalgar Entertainment. HQ Theatres currently manages 18 auditoria on behalf of local authorities, with capacities ranging from a 200 seat arts centre to a 2,400 seated/standing theatre. In 2019, HQT&H programmed a total of 2,354 shows which attracted attendances of over 1.5 million. Trafalgar Entertainment was co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017 and is a premium international live entertainment business focused on new productions, the distribution of live- streaming innovative content and the provision of amazing spaces where people can come together to share in the experience of live entertainment. Trafalgar Entertainment is home to Trafalgar Theatre, Theatre Royal Sydney, Olympia Theatre, HQ Theatres & Hospitality, Trafalgar Theatre Productions, Trafalgar Releasing, Stagecoach Performing Arts, London Theatre Direct, Luke Shires Marketing, Jonathan Church Productions, Chiswick Cinema and More2Screen. Crewe Lyceum Theatre is Cheshire’s landmark Edwardian theatre and we have been thrilling audiences since 1911. With a seating capacity of 677 the Lyceum Theatre has a rich history including more than ten years as the home of English Touring Theatre. We present a wide range of performances including West End musicals, drama, dance, comedy, live music, local events and small scale / fringe theatre productions. Under HQ Theatres & Hospitality’s tenure significant investment has been made in the building including the creation of the Lyceum Studio, a 100 seat multi-purpose performance and events space. Working in partnership with Cheshire East Council, the Lyceum has recently launched a new programme of creative learning and engagement, including artists and companies in residence. Our popular restaurant offers attractive show and dine packages and event catering. Crewe Lyceum takes an active role in the local community, including playing our part in shaping and supporting significant town centre regeneration investment and a leading role in the successful Crewe Cultural Forum. Employment type: Full Time Salary: c. £24,000 p.a. dependent on experience, ability and potential Hours: 40 per week over 5 days out of 7, subject to variation to meet business requirements. Working hours will include evenings, weekends and Bank Holidays. Work location: You will be based at Crewe Lyceum Theatre and may be required to travel to and work at other HQT&H venues. Approved travel expenses will be reimbursed. Purpose of the role: This is a hands-on, operational role delivering a range of events and activities held at Crewe Lyceum including shows, conferences and private events. Confident in managing and leading a team, you will be passionate about delivering the highest quality in service to meet expectations of a range of visitors to the venue. You will act as duty manager for performances and events utilising a skilled team, with particular emphasis on motivating them to deliver exceptional customer service in a fast-moving environment. Our ideal Is a hardworking, organized and dedicated professional, with a passion for candidate: delivering a first class customer experience at the heart of everything they do. Closing date: Monday 30 August 2021 at 5pm How to apply: Tell us why you think you are suited to this role, why it interests you and how we’ll benefit from having you on board! Download an application pack from www.crewelyceum.co.uk sending completed forms to [email protected] prior to closing date. Venue Manager Crewe Lyceum REPORTING This post reports directly to the Hospitality General Manager. The posts you will manage in this role include relevant department supervisory staff, customer service assistants, apprentices and volunteers. His post liaises with relevant third party contractors, external clients and visiting company members. KEY ACCOUNTABILITIES Strategic • Assist the Hospitality General Manager in the development, implementation and management of the highest standards of service in all customer facing areas, including communication with and guidance for staff and volunteers. • Support and assist the Hospitality General Manager in the implementation of a customer services training programme for staff, in line with HQ Theatres and Hospitality policies, ensuring the maximum involvement of all guest experience staff with appropriate service standards and targets. • Deliver regular induction days for staff and ensure that training materials are accurate, appropriate and up to date. • As directed by the Hospitality General Manager, duty management of events at Crewe Lyceum so as to ensure that they are appropriately staffed to ensure the highest standards of customer experience, care and safety. • Liaise with Visiting Company and Tour Managers as required as part of show duty management responsibilities. • Management of procedures to ensure that all relevant areas are fully stocked, kept clean and tidy at all times and that regular checks of public areas are undertaken and findings acted upon. • To assist the Hospitality General Manager in the achievement of Crewe Lyceum’s annual business plan, through the development and delivery of retail income targets and external hires and events. • To identify, communicate and implement any new areas of business likely to enhance the profitability of the venue. • Management of customer feedback (including comments, compliments and complaints) ensuring prompt investigation and appropriate response, identifying any necessary improvements to service delivery to improve Crewe Lyceum’s performance against its targets, objectives and standards. • Ensure that Crewe Lyceum’s customer facing operations conform to all appropriate legal and regulatory controls and measures which are related to any area of the post holder’s accountabilities. • Support the Hospitality General Manager in the accurate administration of events from contract stage through to final financial settlement. • Adherence to company requirements for month end accounting procedure and the interpretation of profit and loss reports to influence department performance. crewelyceum.co.uk hqtheatres.com Venue Manager Crewe Lyceum Operational • In liaison with colleagues, ensure that procedures are in place for the safe operation of the building, collating and sharing information relevant to that day’s events. • Ensure a consistently high audit score, providing appropriate team feedback, training, developing initiatives to enhance and improve customer experience and loyalty. • Support the Hospitality General Manager in the oversight of retail operations (kiosk, bar, restaurant and ticketing) assisting teams in those areas to ensure maintenance of high operational standards. • Generate and produce function sheets and reports to assist in the smooth delivery of performances and events. • In conjunction with the Hospitality General Manager, ensure the development and management of Crewe Lyceum’s volunteer scheme. This includes the training and motivation of volunteers, within agreed policies, and the management of their performance to secure their maximum contribution to service, financial targets and objectives. • Assist with the timely and accurate reconciliation of income and stocks, including reporting and investigation of anomalies. Ensure adherence to the Crewe Lyceum revenue protection guidelines and financial policy and procedures. • Training, motivation and performance management of customer facing staff and volunteers to ensure their performance contributes to the achievement of service delivery and financial targets. • To establish a visible and accessible duty management presence throughout the venue in order to foster good relations and to provide support, advice and assistance to all staff and visitors • Ensure that the Buildings & Technical Manager is aware of routine, periodic or ad hoc cleaning and maintenance requirements so that this can be communicated to the cleaners. • To operationally manage performances, events and private hires to ensure exceptional levels of customer service are achieved. • To act as a first point of contact for external and corporate clients as necessary. • Ensuring all storage areas are kept clean and tidy and that all equipment is properly stored and maintained. • Act as key-holder, including opening and locking of the building as required and on a roster basis. Health & Safety • Support the Hospitality General Manager and other members of the senior management team in raising awareness and implementation of the company’s Health and Safety Policy and procedures. • To understand and have a working knowledge of all current Health and Safety legislation, licensing and food safety regulations, risk assessments and safe systems of work. • Act as nominated First Aider when acting as duty manager, responding in a professional manner to accidents or incidents that occur, ensuring that they are accurately recorded and followed up in a timely manner. crewelyceum.co.uk hqtheatres.com Venue Manager Crewe Lyceum • Implement and adhere to all security and emergency evacuation procedures including delivery of relevant training, drills and briefings in collaboration with the Hospitality
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