Visitor Experience Door Supervisor

Terms: Multiple contracts available ranging in weekly contracted hours

Reports to: Duty Manager, Visitor Experience Manager

Hours: Flexible based on availability

Holiday: Calculated pro-rata

ABOUT THIS ROLE

You will be a part of our team of multi-skilled Supervisors, providing superior levels of customer service during our hours of opening Monday-Sunday.

You will work alongside all elements of front of house operations including Bar, Ticketing, Retail, Visitor Experience & Access. This means your duties could include supporting the delivery of exceptional food and drinks service, assisting patrons with specific requirements, maintaining clean presentation of the venue, and welcoming our audience members for performances throughout the operation running hours.

This role will attract someone who is ready to step into a more senior role within front of house operations/hospitality and will be an integral part of creating a culture of a friendly and supportive team who can enhance the experience for visitors to Lightroom.

Lightroom is open 7 days per week. There will be a mixture of daytime and evening shifts, requiring flexibility of available hours from our team.

DUTIES AND RESPONSIBILITIES

General

• To be responsible for Lightroom’s day to day security operations and maintain a visible presence throughout shifts.
• To conduct bag searches of patrons entering the building, ensuring effective communication and supervision of prohibited items.
• To ensure the safety and security of the building and its occupants (both back of house and front of house).
• To liaise and coordinate with the Kings Cross Estate security team and surrounding businesses when required.
• To ensure Security Industry Authority training is up to date.
• Be a brand ambassador for Lightroom and to provide a warm welcome for all.
• Assist and communicate with your fellow VE Supervisors & Hosts to ensure venue operations run smoothly.
• Be prepared to assist in all areas of Visitor Experience operations, including but not limited to bar, show space, ticketing, retail and sales positions.
• Have a good knowledge of Lightroom as a venue and of the current show to be able to provide patrons with accurate answers to any questions they may have.
• Be aware of the relevant procedures in place for the eventuality of evacuation/invacuation, and first aid emergencies keeping up to date with fire evacuation plans and your role as part of it.
• To relay information effectively and efficiently with the Duty Manager and Operations Management team regarding any reports of internal or external situations

Managing a team

• Demonstrate professional, interpersonal and teamworking skills to support the senior management team in any given situation.
• Cover for management in their absence and ensure that the daily team brief is prepared and delivered.
• Cultivate professional working relationships within the team, and build and maintain an open and engaging working environment to build teamwork, confidence, motivation and pride.
• Demonstrate an open, friendly and engaging style of management at all times and ensure that all tasks are delegated fairly.
• Provide regular full and constructive feedback.
• Ensure the team are fully trained in all aspects of offering as well as running training sessions where appropriate.
• Ensure all training undertaken by the team is recorded accurately.
• Demonstrate knowledge on our company HR Policies and Procedures and support the senior management team to ensure that all procedures are followed and complied with.

Health and Safety

• Work with line managers to ensure that all training, quality, environmental and safety standards are met, maintained and exceeded.
• In the absence of management, ensure that all health and safety audits and safety controls are completed on time each day and are closely monitored and remedial action taken when necessary.
• Ensure that the team are knowledgeable of, understand and implement safe manual handling procedures and the Company Fire and Emergency Procedures.
• Ensure the team uses ladders and or footstools when working at height.
• Ensure Lightroom is safe at all times for staff, customers and visitors.
• Ensure the team is fully compliant in all Health and Safety obligations.
• Ensure that all Health and Safety risks and concerns are flagged through the appropriate channels immediately they become apparent.

Access

• Delivery of excellent customer service including showcasing patience and kindness to those who require extra assistance.

PERSON SPECIFICATION

• Valid and in date S.I.A Door Supervisor Licence.
• A working knowledge of security risk assessments and security management.
• Sound judgement and a proactive approach to conflict resolution.
• Previous experience as in a supervisory role in a fast paced, high volume environment.
• Passion for delivering great customer service, with the ability to inspire others with their energy and desire to engage with customers.
• Creativity and passion for all elements of visitor facing
• Outgoing, energetic and positive. Has the personality and passion to motivate a team and create a strong team-work ethic.
• The ability to multi-task, work well under pressure and react quickly to resolve issues.
• Clear and concise communication skills, and the ability to build rapport with the team and our patrons.
• Happy to work late hours and take part and support in all Lightroom events.
• Able to work as part of the Lightroom team and on own initiative.
• Remain calm under pressure and resilient in meeting new challenges.

We are an equal opportunities employer and value diversity. We encourage applicants from different backgrounds and different experiences.

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