Guest Experience Manager Maternity Cover

Guest Experience Manager | Crewe | Fixed Term (Maternity Cover)

Opened in 1911, the Crewe Lyceum has established itself as Cheshire's leading live entertainment venues and has housed a number of international stars.

This is a hands-on, operational role supporting the delivery of a range of events and activities
held at the Lyceum Theatre, Crewe. Confident in managing and leading a team, you will be
passionate about delivering the highest quality in service to meet expectations of a range of
visitors to the venue. You will act as in-venue lead on ticketing operations, providing a bridge
between local leadership and central teams, with a particular emphasis on motivating local
customer facing team members to deliver exceptional customer service in a fast-paced
environment.

Start Date scheduled for 19th October 2026.

In order to be considered for this post you will need to evidence and demonstrate:

• Experience in a supervisory customer focused environment.
• Excellent administrative skills with the ability to maintain systems and records.
• Strong organisational and time management abilities, working effectively under pressure and the flexibility to adapt quickly.
• An interest in the arts and an enthusiasm for working in a diverse environment.
• Flexibility in relation to duties and working hours which will include evenings and weekends.

• Competent computer literacy, including Microsoft 365 productivity software (Word, Excel, Outlook and Teams).
• Excellent written and verbal communication abilities in dealing with colleagues, the public, and industry colleagues.
• The ability to exercise initiative, take personal responsibility and resolve issues independently.
• The ability to communicate across multiple levels with sensitivity, discretion, and confidentiality.
• The ability to build relationships quickly and effectively.
• The ability to negotiate and show willing to go above and beyond to satisfy the customer’s needs.
• The ability to lead, motivate and instruct a team.

• A strong customer service focus and a genuine desire to deliver an excellent experience, every time.
• A ‘can-do’ attitude and a positive, flexible approach to the job role, work colleagues and peers and ability to work in a collaborative and supportive cross-departmental manner.
• A presentable, professional, friendly, and approachable manner which sets an example for others to follow.
• Willing and able to work flexible hours including evenings, weekends, and Bank Holidays.
• Self-motivated and able to work effectively and positively, both independently and as part of a busy team.
• Able to operate in a calm, courteous and professional manner at all times and in particular when under pressure.
• A willingness to undertake training, learning and development relevant to the job role.
• Willing to conform to dress code.

• Experience working in an Arts, Entertainment or Retail venue.
• Experience working in a ticketing/electronic point of sale (EPOS) systems.
• First Aid at Work qualification.

Founded by Sir Howard Panter and Dame Rosemary Squire
in 2017,
Trafalgar Entertainment is an award-winning global live-entertainment business, producing plays and musics, theatre and venue ownership and operations, live music and comedy, events and hospitality, Performing Arts education, ticketing, the distribution and filming of event cinema and TV live-streaming innovative content through Trafalgar Releasing Ltd (from David Tennant in Macbeth to Taylor Swift).

Trafalgar Entertainment is home to Trafalgar Theatres (with 23 venues in the UK, Sydney, London, and across the UK), including four London Theatres
- Trafalgar Theatre
, The Bridge Theatre
, and the new British Airways Theatre, Olympia.

Trafalgar Entertainment is…