Visitor Services Duty Manager

This role involves: Box Office • Oversee the physical box office during performance incomings. • Oversee the smooth running of the venue and box office operation, including documentation of staff training and enforcement of company policies and procedures relating to the ticketing system. • Maintain relationships with the ticket agents to manage sales and allocations. • Safe-keep all income, ensuring that accurate and consistent accounting, cash-handling and banking practices are maintained across the department. • Facilitate group, access and education bookings, from reservation through to payment. • Maintain accurate customer database records, ensuring compliance with General Data Protection Regulations (GDPR). 05 Visitor Services • Oversee the Visitor Services Assistants to ensure jobs are completed in a timely manner, and that attendance, punctuality and presentation is satisfactory, bringing any concerns to the attention of the Visitor Services Management Team. • Be a highly presentable, visible and accessible management presence during opening hours and to represent the company with diplomacy, discretion and courtesy at all times. • Train, develop and work closely with all Supervisors and Visitor Services Assistants to deliver the highest level of customer service and meet health and safety requirements. • Proactively manage and monitor the box office and visitor services email inboxes, ensuring that all customer enquiries and weather exchanges are dealt with promptly. • Deal with all in person customer problems, comments and complaints in an appropriate and efficient manner in line with company policy, escalating as necessary. • Assist with recruitment and interviews of the seasonal team. • Provide Stage Door cover when required. • To regularly check the spaces and rehearsal rooms to ensure rooms are presented to a high standard and reporting any issues. • To facilitate evening and weekend hirers where requested. • Any other duties as reasonably requested by the Visitor Services management team. Duty Management • Working on a rota basis with regular evening and weekend work, you will represent the company, acting as the most senior operational manager; ensuring the safety, comfort and enjoyment of all members of the public and staff. • Ensure compliance with all licensing, fire, security, safety and other company regulations and policies, in the event of an emergency, lead the response in line with company policies and procedures and liaise with the emergency services as necessary. • During performances, work alongside the Company Stage Manager to ensure performance start times are adhered to, as well as effective audience management during weather show pauses and delays. PERSON SPECIFICATION The right candidate will have a passion for working in a busy customer-facing environment and be comfortable managing a large team. It is a great opportunity for someone with good problem-solving skills, hoping to gain front line experience in a very unique open air venue. Essential • Excellent attention to detail with a high standard of presentation. • Ability to communicate effectively with a wide variety of people at all levels in a confident and friendly manner. • Good written and spoken English with proven interpersonal skills. • Demonstrable enthusiasm, understanding and experience of customer service and sales techniques. • Positive approach to customer service with the ability to deal with complaints and challenging situations effectively and appropriately. • Good computer literacy including Microsoft Word and Excel. • Proven ability to work well both independently and within a team. • Calm, organised and tactful approach. • Understanding and commitment to equity, diversity and inclusion. • A passion for Regent’s Park Open Air Theatre and the work we produce. Non-Essential • Previous experience of working in a theatre. • Previous supervisory experience in a theatre or similar organisation. • Previous supervisory and user experience of any major box office system. • First Aid qualification If there are some skills in the Essential criteria that you do not currently have but feel you could learn and develop over time, please still apply and note this in your application.