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. The member of staff will always be working with a more senior manager on site within the venue (e.g., Theatre Manager), who can be called on should there be a need to escalate any issues encountered during the incoming that the member of staff is unable to deal with singlehandedly.

The enhanced level of customer service provided will include (for example, and not limited to) personally arranging bookings for post-show activities or local attractions such as restaurant reservations, hotel bookings, taxi services and any other bespoke requests. The Customer Service Host will have excellent knowledge of any corporate partnerships the theatre has cultivated with local businesses and be able to confidently offer recommendations and follow up with contact information or arrange bookings if desired by the customer.

The Customer Service Host will have a keen focus on optimising the opportunity of on-the-night sales, and by liaising with the Customer Experience department, offer support for packages or experiential bookings that have been made in advance. The Customer Service Host is responsible for the Ticketing operations for the performance, proactively handling enquiries and problem solving with a high level of efficiency and accuracy and processing an anticipated decreasing number of on-the-night, in-person ticket sales.

The Customer Service Host will have a collaborative approach to their work, ensuring smooth communication with all theatre departments, visiting companies and producers. They must exemplify the best of the ‘Ambassador’ in the ATG Entertainment brand by being pleasant and collaborative in their approach to their day-to-day work, liaising and communicating effectively with anybody and everybody that they come across.

Key responsibilities

Customer

This list of duties is provided as an example of the services we will offer to patrons who request a more bespoke experience, where time constraints allow and only in addition to the primary ticketing roles being fulfilled.

Be responsible for resolving customer issues, and initiating corrective action, acting as the responsible person and primary point of contact for customers. Keep up to date records of incidents and progress for Ticketing and Sales colleagues.

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

As dictated by the Ticketing and Sales Manager, at the beginning of relevant shifts to compile a list of any customers attending that performance who may be booked in as Members, Lounge guests, corporate guests, group bookings or other, and contacting them ahead of their arrival that they may be offered a personal welcome and an extra level of assistance for their visit.

During times when the Customer Service Host service is not required or in low demand, take on Front of House responsibilities as directed/requested by the Customer Experience Manager, Deputy or Duty Manager at the time.

Provide support for any Access patrons that may be attending on the night. Stay up to date with ATG Entertainment’s Access membership scheme and requirements of access performances.

Brief the relevant Customer Experience staff regarding any interval or post-show arrangements that have been made for customers, ensuring the premium customer experience continues through to the end of the performance.

Sales

• To sell and cross-sell to customers tickets, memberships & retail products in accordance with ATG Entertainment Company and Venue guidelines and to administer all payments accurately to maximise sales and minimise loss.
• Facilitate on-the-night upgrades across tickets,…