Hours: 30 hours per week

Shortlisting of applications and interviews for the role will take place while the advert is live; the advert will close once the successful candidate(s) are found. Candidates are therefore encouraged to submit applications as soon as possible.

The Role

Key responsibilities

• Contribute to good communications and cooperation across all Families to ensure excellent working relationships are cultivated.
• To ensure that the Clwyd Welcome is delivered by the Experience team.
• To motivate, lead by example and supervise the Experience team, including volunteers on a daily basis by maintaining the highest standard of presentation; demonstrating a positive attitude; dealing promptly and professionally with any requests and providing excellent customer service to all.
• To brief Experience team members, and volunteers so that essential information can be shared.
• To start performances on time. Ensure that all aspects of front of house provides a clean, tidy and welcoming environment for all.
• Oversee the wellbeing and safety of the audience and maintain excellent customer service at all times.
• To ensure that the Experience team are ready to welcome our visitors and to open the building slightly before the advertised opening time to exceed service expectations.
• Ensure end of day processes like cashing up are managed effectively and securely.
• To be responsible for contacting Wrexham University Security team to ensure a secure building at the end of the final shift each day
• To welcome all companies, performers and artists when they are in the building and to ensure that they feel supported.
• To walk the Guest journey through all spaces regularly, to ensure that they are safe, and welcoming.
• To carry out regular checks ensuring all spaces, internal and external, are in good working order and to report to the Visitor Experience Manager when they are not.
• To keep a complete and accurate written record of events and incidents during shifts and also to communicate these to the Visitor Experience Manager when possible.
• To help to create an atmosphere of creativity in the building that encourages artists and audiences to create and participate in Theatr Clwyd’s artistic programme.

The Person

• Practical experience in a customer facing operational role in a cultural venue, visitor attraction, catering, retail, hotel, restaurant, bar or other hospitality environment and/or an appropriate recognised qualification.

• Display a passion for working within the performing arts sector.
• Experience of supervising and positively motivating and inspiring front line team members (both staff and volunteers) through excellent working practices.
• Knowledge of DDA requirements and working with audiences/visitors with special needs.
• Organised and effective administration skills.
• Proficient IT skills.
• Proven ability to communicate effectively and confidently, both orally and in writing, with diverse groups of people.
• An understanding of and commitment to diversity and inclusion.
• A commitment to artistic excellence.
• A flexible approach to working hours to meet the needs of the service, including working evenings, weekends and bank holidays.