Host; Casual

Reports to:

Experience Host Management Team and Host Supervisor(s)

At Theatre Royal, we’re a bold, creative, and collaborative team. We are always looking ahead – embracing new ideas and delivering with purpose. We’re here to achieve the organisation’s strategy, and we believe everyone plays a part in shaping our success.

• Ambitious – We strive for excellence and quality in everything we do.
• Inclusive – We celebrate diversity and welcome different voices and perspectives.
• Collaborative – We build trust and work in partnership to achieve shared success.
• Creative – We nurture creativity and celebrate imagination and originality in everyone.
• Progressive – We’re forward-thinking, embracing change and looking to the future.

Our Host team are the public face of the Company, making sure that our audiences are at the heart of all we do. They welcome people to our theatre and deliver the highest standards of customer service and safety. Experience Hosts will be allocated duties by the Duty Host Managers and Duty Host Supervisors. Host activities will mainly be focussed in the following areas:

• Door duties
  : welcoming visitors, checking tickets, conducting visual bag checks, directing to relevant facilities, and assisting with enquiries.
• Sales duties
  : selling programmes, merchandise, and refreshments across fixed and roaming sales points and upselling to meet sales targets.
• Floor duties
  : ensuring audience members' safety, security and good behaviour, helping latecomers to their seats, being responsible for evacuating audiences in an emergency, and completing a litter pick‑up post‑show.
• Access duties
  : welcoming those with additional access needs and ensuring they have all the support they need to use our facilities and enjoy our shows.

Hosts are required to work across all four areas as directed by the Host Management Team in order to deliver a comprehensive, professional and safe experience for all visitors.

• Excel in customer care and be driven to deliver outstanding service.
• Dress smartly, and have a positive and proactive attitude.
• Have an eye for detail and have basic maths skills.
• Be able to handle challenging situations with patience and diplomacy.
• Have a polite and helpful manner with a solution‑based outlook.
• Enjoy working with a broad range of people and be a natural team‑player.
• Be good with heights and working on all levels inside the auditorium, including our highest level.
• Be available for regular daytime, evening, weekend, bank holiday and seasonal (Christmas, Bank holiday) shifts.
• Specific hours needing to be filled are on Friday and Saturday evenings, so candidates with this availability are highly recommended to apply.
• As part of this job application there will be the opportunity to apply for fixed hours over our Peak Christmas period. These contracts will be between 10.5 and 25 hours per week.

• To ensure that the Theatre Royal provides an enjoyable, safe and relaxed environment, open to visitors from all social, economic and ethnic backgrounds and of all ages.
• To provide a proactive and collaborative style of customer service in all public spaces.
• Act as the main point of information, welcoming the public and providing exceptional, positive and accessible service to visitors at all times.
• To maintain an up‑to‑date knowledge of NTRT (Newcastle Theatre Royal Trust) activity – including, but not limited to, our main house programme, learning events and development activity.
• To be alert and vigilant while monitoring audiences during performance times, ensuring their health, well‑being and conduct while inside the auditorium.
• To deal with potential disruption to a performance or an event as required.
• To welcome all education groups, giving appropriate information about the performance and facilities – including offering assistance with seating arrangements and providing information about audience atmosphere, ensuring that students and young people feel at ease.
• To ensure that those with access needs are offered assistance and facilities appropriate to their requirements.
• Effectively, swiftly, and appropriately respond to feedback, comments, suggestions, compliments,…