Customer Service Host

Customer Service Host

As part of the Ticketing and Sales team, you will report to the Ticketing and Sales Manager.

The Customer Service Host will deliver an enhanced level of customer service during counter opening times. They will provide information about the production, the theatre, and the local vicinity while optimising sales and acting as the sole point of contact for any Ticketing queries. They will always be working with a more senior manager on site within the venue, who can be called on if escalation is needed.

The enhanced level of customer service includes arranging bookings for post show activities, local attractions such as restaurant reservations, hotel bookings, taxi services and any bespoke requests. They will also offer corporate partnership recommendations and follow up with contact information or arrange bookings if desired.

The role focuses on optimising opportunity for on the night sales, liaising with the Customer Experience department for packages or experiential bookings that have been made in advance, and handling Ticketing operations for the performance. The Host is responsible for proactively handling enquiries and problem solving efficiently and accurately, processing an anticipated decreasing number of on the night in person ticket sales.

Collaboratively, the Host ensures smooth communication with all theatre departments, visiting companies, and producers. They embody the 'Ambassador' in the ATG Entertainment brand, being pleasant and collaborative, and communicating effectively with everyone they encounter.

Key Responsibilities Customer

Responsible for resolving customer issues, acting as the primary point of contact and keeping up to date records of incidents.

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

As directed by the Ticketing and Sales Manager, compile a list of any customers attending that performance who may be booked in as Members, Lounge guests, corporate guests, or group bookings, and contact them ahead of arrival to offer a personal welcome and extra assistance.

When not required, take on Front of House responsibilities as directed by the Customer Experience Manager, Deputy or Duty Manager to date.

Provide support for any Access patrons; stay up to date with ATG Entertainment's Access membership scheme and requirements of access performances.

Brief relevant Customer Experience staff of any interval or post show arrangements, ensuring the premium customer experience continues through to performance end.

Sales

• Sell and cross sell tickets, memberships and retail products in accordance with ATG Entertainment company and venue guidelines, and administer all payments accurately.
• Facilitate on night upgrades across tickets, packages and other offers as directed, maintaining regular reporting.
• 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.

Processes

• Complete relevant end of day banking procedures, including recording daily Box Office takings and dealing with discrepancies.
• Communicate on the night as needed with producers, their agents, venue management, marketing, customers, central Ticketing and Revenue Management teams, and support other venue departments as required.
• Provide holiday and sickness cover for the Ticketing department as required.
• Support the Ticketing department for marquee nights, opening nights or other high profile events where the full team may be required.
• Liaise with the Contact Centre and Groups Contact Centre in resolving on night customer and ticket queries.

Policy / Law

• Comply with all legal requirements of GDPR.
• Adhere to Health and Safety procedures to minimise risk of injury and accidents.
• Adhere to ATG Entertainment IT policy.
• Understand access issues and anti discrimination legislation and implement correct practices when servicing access patrons.

Your skills, qualities, and experience

If you have most of the essential criteria, we encourage you to apply and welcome transferable skills from other industries.

The candidate must be able to work collaboratively across the entire theatre staff and anyone else they may contact to ensure 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:

• Motivate and self motivate - work collaboratively with Ticketing & Sales and Customer Experience colleagues to strive for commercial success, always looking for opportunities to improve.
• Communicate with all customers and colleagues appropriately.
• Anticipate any issues customers may face, be proactive to resolve them, and think of solutions rather than problems.
• Flexibility in approach to working with other departments as needed.
• Be calm, polite and respectful in all situations.
• Have a genuine interest in delivering outstanding customer service.
• Have the ability to select the best option available to suit the individual needs of each customer.

Disability Confident, Committed Employer

We are a Disability Confident Committed Employer, which means we are taking action to ensure that people with disabilities and long term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we can reasonably interview, we will retain applications for the next available interview opportunity wherever possible.

If you would like to discuss accessibility prior to applying, you can send a confidential discussion request to .