Performance Manager

Location: 65 Drury Lane, London, WC2B 5SP, United Kingdom

Employee Type: Employee - Full Time

The role

Are you a people person? Do you have impeccably high standards and an ambition to always exceed guest expectations? Are you experienced in the entertainment or hospitality world and looking to take the next step in your management career?

What you'll be doing

• Inspire all those you work with to put our guests at the heart of everything they do.
• Manage and motivate the Guest Experience team, championing the highest standards of quality and presentation for our audience and proactively resolve any performance issues.
• Engage proactively with our audiences, ensuring that all visitors have the best possible experience by approaching issues with a creative, positive attitude.
• Develop our commercial strategy alongside the management and commercial teams to drive sales and maximise profitability, including leading on incentives.
• Continually evaluate our service to identify areas to improve - proactively seeking feedback from colleagues and audiences.
• Support the management team in selecting, recruiting, coaching, training and developing the Guest Experience team, including leading the Guest Experience Supervisor team.
• Rostering the Guest Experience Team by creating schedules on the UKG People System.
• Ensure the venue's emergency procedures are understood and regularly rehearsed by the front of house team, identifying and delivering further training where required.
• Respond to emergency situations, ensuring they are managed effectively and safely throughout the building by following Company policies and procedures.
• Ensure compliance with the venue's Premises License and be responsible for the practical delivery and application of the Company's management and security arrangements, policies and procedures across the front of house operation.
• Engage with promoters and producers ensuring that the clients needs are met and the regulations of the venue are upheld.
• Working closely with our security contractor each night to ensure our security standards in respect of audience behaviour and conflict management are upheld.

What we need

• Experience in an entertainment or events environment to at least supervisory level.
• Positive, professional role models with excellent customer service skills - Self-motivated and adaptable team players with a can-do attitude.
• Confident, calm communicators who can balance competing priorities in high pressure situations.
• Proactive, approachable individuals who build strong and productive working relationships.
• Detail-orientated leaders who enjoy working both independently and as part of a team.
• Motivated individuals with a growth mentality and a desire to constantly learn and develop.

Salary & Hours

Salary: £42,006.24

40 hours per week

Diversity & Inclusion

At LW Theatres, we pride ourselves on being a family of individuals and actively welcome applicants from all backgrounds - it's one of our core values and we believe celebrating our differences is key to success.

At the heart of our Company is a culture of inclusion where everyone feels seen and heard and can be themselves at work. Regardless of your background, all we ask is that you have the skills and experience required and the desire to succeed. In return, we pledge to ensure that our selection process is both transparent and fair.