Visitor Services Supervisor-Zero Hours Contract

Supporting the Visitor Services Duty Management Team, the Visitor Services Supervisors play a crucial role in ensuring that all our visitors to Norwich Theatre Royal, Norwich Playhouse and Stage Two receive a friendly, informed welcome and have a brilliant experience whilst they are with us. Covering both front and back of House areas, the Visitor Services Supervisor work with the Duty Manager to help ensure the safety and security of all public, visitors and staff, from opening the buildings to the final close and locking up

Main Purpose of the Role

• To support the duty management team in safety, security and comfort of all Visitors across our 3 venues including both front and back of house areas alongside stage door welcome and emergency evacuation of the premises when necessary
• To work with the duty management team in creating a first class Visitor welcome, ensuring visitor expectations, and Norwich Theatre, expectations are met, giving a memorable and magical experience
• To be a member of staff on duty during performances and be responsible for the management of our volunteers

Key Responsibilities

Visitor Welcome and safety

• Ensure the comfort and health & safety of all members of the public, visiting companies, employees, volunteers and visitors. Follow relevant and up to date procedures for emergencies, accidents or incidents and champion a proactive solution based attitude at all times
• Adhere to up to date evacuation procedures ensuring full understanding and that team on duty are fully briefed
• Manage opening and closing of venues as required by Duty management team
• Supervise in evacuation of Auditoriums in an emergency situation
• Assist Duty Managers at performance times on a rota basis
• Supervise Stage door welcome as required
• Support Duty Managers in communicating with our audiences attending our venues, ensuring all are treated with the highest standard of care and attention
• Assist Duty Managers by completing checklists and contributing to daily reports as required
• Ensure best practice in Visitor welcome by connecting with other venues and attending training courses as required
• Working with Duty Managers ensure all visiting companies in our venues have a good welcome and first class experience.

• Communicate with Visitors on a day to day basis ( both internal and external) and deal with any complaints that  may arise
• Foster a positive and proactive environment working with all departments to achieve the best experience possible for theatre goers, visitors, participants, cast and staff
• Deliver a consistent high level of Visitor care in all venues

Team Management & Facilities

• Assist with inductions of new volunteers and work with Visitor Services  Duty Manager to ensure that regular training of the existing team takes place in line with legal requirements
• When on duty supervise the team of Volunteers to welcome and support our Visitors, ensuring they are briefed and have designated roles for the shift.

• Ensure the auditoriums and the surroundings are well presented and ready to receive audience, guests and participants. Ensure all areas are checked, clean and clear before and after each performance
• Liaise with cleaning team to ensure all areas are maintained
• Ensure the health and safety of all visitors and staff at all times
• Ensure we have accessible venues and facilities
• Champion access for all
• Support, as required by the Duty manager, assisted performances and provide associated activities
• Manage all aspects of charity collections

Statutory requirements

• Ensure all equipment is maintained and any defects reported and or dealt with promptly
• Attend training as required