Customer Service Host

You'll report to the Ticketing & Sales Manager, you'll also work closely with the Deputy Ticketing & Sales Manager and other Customer Service Hosts.

You will be working at Richmond Theatre, a beautiful, 126 year old venue, which hosts a variety of performances throughout the year, including plays, musicals, dance, opera, talks, and the annual pantomime.

You will assist the Ticketing Managers in the smooth running of the box office and deliver the highest standard of customer service in order to maximise sales, productivity and occupancy of the venue. You will process customer and trade bookings with utmost accuracy using the in-house ticketing system, which is currently Audience view.

Key responsibilities

Customer

This list of duties is provided as an example of the services we will offer to patrons who request a more bespoke experience, where time constraints allow and only in addition to the primary ticketing roles being fulfilled.

Be responsible for resolving customer issues, and initiating corrective action, acting as the responsible person and primary point of contact for customers. Keep up to date records of incidents and progress for Ticketing and Sales colleagues.

Provide customers with information on packages, offers or activities to enhance their visit, such as restaurant recommendations, travel arrangements or hotel bookings, and make bookings on their behalf if requested.

As dictated by the Ticketing and Sales Manager, at the beginning of relevant shifts to compile a list of any customers attending that performance who may be booked in as Members, Lounge guests, corporate guests, group bookings or other, and contacting them ahead of their arrival that they may be offered a personal welcome and an extra level of assistance for their visit.

During times when the Customer Service Host service is not required or in low demand, take on Front of House responsibilities as directed/requested by the Customer Experience Manager, Deputy or Duty Manager at the time.

Provide support for any Access patrons that may be attending on the night. Stay up to date with ATG Entertainment's Access membership scheme and requirements of access performances.

Brief the relevant Customer Experience staff regarding any interval or post-show arrangements that have been made for customers, ensuring the premium customer experience continues through to the end of the performance.

Sales

To sell and cross-sell to customers tickets, memberships & retail products in accordance with ATG Entertainment Company and Venue guidelines and to administer all payments accurately to maximise sales and minimise loss.

Facilitate on-the-night upgrades across tickets, packages and other offers as directed by the Ticketing and Sales Manager, ensuring that regular reporting is maintained.

Ensure all marketing collateral in the Box Office areas is up to date and relevant to achieving sales targets.

Support the implementation of new technologies by central Ticketing and IT teams as directed by the Ticketing and Sales Manager or their Deputy.

Processes

To complete the relevant end of day financial reporting.

Communicate on the night as needed with Producers, their agents, Venue Management, Marketing, Customers, central Ticketing & Revenue Management teams, as well as support the work of other venue departments as required.

Provide holiday and sickness cover for Ticketing department as required.

Support the Ticketing department as required for marquee nights, opening nights or any other high-profile event at which the full team may be required.

Liaise with the Contact Centre and Groups Contact Centre in resolving on the night customer and ticket queries.

Policy / Law

Comply with all legal requirements of GDPR

Adhere to Health and Safety procedures to minimise the risk of injury and accidents

Adhere to ATG Entertainments IT Policy

Understand access issues and anti-discrimination legislations and implements correct practices when service access patrons.

If you have most of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role.

The candidate must have the ability to work collaboratively across both the entire theatre staff and anyone else they may come into contact with to ensure that the customer experience is smooth and professionally handled at all times. Ideally the candidate will have experience working in a customer facing role.

The essential criteria of a great team member are:

Excellent communication skills in person, written and over the phone.

Proficient in Microsoft Word/Excel and Outlook.

Flexible working. This role will include working evenings and weekends.

The ability to work well within a team and individually.

Confidence and ability to deliver an excellent standard of customer service.

Desirable Criteria

Knowledge of the Audience View ticketing system.

Prior experience in a Box Office.

General knowledge or interest in theatre and how it works.