Guest Experience Manager

Transcription

1 Job Description Person Specification February 2019 hqtheatres.com The UK s premier provider of live entertainment and hospitality

2 HQ Theatres & Hospitality (HQT&H), the UK s second-largest venue operator, is a division of Qdos Entertainment Ltd, one of the largest entertainment Groups in Europe. HQT&H s current portfolio of regional theatres and concert halls comprises 12 venues. HQT&H currently manages 18 auditoria on behalf of local authorities, with capacities ranging from a 200 seat arts centre to a 2,400 seated/standing theatre. Last year HQT&H programmed a total of 2,354 shows which attracted attendances of over 1.5 million. HQT&H s small, highly professional and dynamic head office team is based in the heart of Covent Garden in central London. The team provides strategic leadership and support to the management and staff who operate our unique portfolio of venues. Our work environment is fun, fast paced, always busy and very collaborative. In collaboration with the Hospitality Operations Team, this new position offers an exciting environment in which to develop multi-site training and development experience and cross-group activity coordination. It offers the opportunity to join and influence the Hospitality division of HQT&H at a time of fantastic growth and development. The successful candidate will enjoy a stimulating and rewarding high-profile role within a genuinely exciting and respected business. Employment type: Salary: Hours: Work location: Purpose of the role: Full Time Up to 38,000 per annum (commensurate with experience) plus car allowance. 40 per week over 5 days out of 7, subject to variation to meet business requirements. Working hours will include some evenings, weekends and Bank Holidays. Operating out of HQT&H s central London office, you will be required to travel to, and work at other HQT&H venues as directed by the business needs for, typically three days a week. All approved travel expenses will be reimbursed. The newly created post of is a unique and incredibly exciting opportunity to join the HQT&H Senior Leadership Team. Working across our group of regional venues, the will deliver industry leading guest experience and people development programs and initiatives which support a first- class food, drink and hospitality offer. In partnership with the Hospitality Director and individual venue teams, the post will provide continuous support and development to venue teams across all areas of training and guest experience.

3 REPORTING The post holder will report directly to, and be managed by, the Hospitality Director. ACCOUNTABILITIES Overview The post holder will provide training and development support to venue teams. Covering a range of sales through service disciplines and schemes, the will develop group wide skills training initiatives and oversee key people sustainability initiatives. The post holder will be required to adopt a hands-on approach, fully embedding themselves in the day-to-day operations to meet training requirements. Growth Funding Initiatives: Drives sales through service through a range of agreed company wide and local training and activity including devising and coordinating group upselling opportunities, product brand owner supported initiatives and team engagement opportunities. As a Super-Champion, contributes to the design of and supports the delivery of the company s bespoke internal Four Pillars training programme into venues in a rolling fashion, managing bookings and delegates support centrally, supports venues in delivery and sustainability of Four Pillars behaviours. Acts as a central resource for Four Pillars support. Manages and develops a central library and stock of Four Pillars and other people development initiative training materials, promotional material, tool-kits and communication collateral working within given budgets. Internal promotion of, monitoring and development of the Four Pillars and Mystery Guests scheme linked reward and recognition. Continually evaluates the effectiveness and financial value of group incentives. Acts as a lead Champion supports the calendar of trainer development activity, manages the logistics of and the monitoring of the sessions and content. Supports content design review groups and general course content development. Guest Experience: Contribution (as required by the Hospitality Director) to the development and management of HQT&H Guest Service policies and practices, to ensure that HQT&H is a leader in the theatre and entertainment industries in guest service. Monitors and incentivises improvements to Trip Advisor ratings for each venue s Guest Experience strategy.

4 Manages the company s mystery guest relationship and arrangements including criteria reviews and visit scheduling. Supports improvement by working with Hospitality Managers, General Managers, Front of House Managers and Box Office Managers to identify areas for action. Formulate remedial activity accordingly which links to training and development opportunities. People: Leads the Company s Springboard UK Inspire Work Experience Scheme liaises with key venue roles to ensure each venue successfully provide a minimum of two work experience opportunities each year within the criteria of the Inspire accreditation. Supports and promotes the Company s Springboard UK Partnership liaison with venue s Springboard Ambassadors coaches the ambassadors through Inspire Work Experience programme and lead on Future Chef programme with the Head of Food. Promotes and manages the logistics of Hospitality Elevator in venues. Supports delivery and execution of the group Hospitality Apprenticeship Scheme including the Quarterly Workshop creates and delivers an engaging, supportive and appropriate regular workshop for HQT&H Apprentices. Works closely with the apprenticeship provider to improve the effectiveness of the initiative in venues. Support venue leaders in ensuring that all Hospitality and compliance / health & safety associated training requirements are up to date; use the training matrix to ensure adherence to core training requirements. Liaise with venues regarding their training support requirements and action where necessary. Operational Excellence: Develop hospitality team skill through the creation and delivery of digital and face-to-face in-house workshops such as perfect serve, world class host, bar academy, waiting-on tables, event setup, barista training, wine knowledge. Provide appropriate coaching and guidance which improves point of sale, presentation and customer journey. Support and promote a culture of flair, innovation and change; energise colleagues and build aspirations and morale, creating cohesive and successful teams. Drive Hospitality Operational Excellence: right first time, high productivity, high efficiency, high effectiveness, minimise waste, maximise added value. Other Responsibilities: Dress in accordance with Company policy and as appropriate for the job role, wearing protective clothing where issued and as instructed.

5 At all times, act as an ambassador for the venues and HQT&H. This Job Description is not an exhaustive description of your duties. You will be required to adopt a flexible approach to your role and responsibilities. In particular, from time to time, you may be required to undertake such alternative or additional duties as may be commensurate with your skills, experience and capabilities. In consultation and agreement with you, this Job Description may be amended at any time.

6 PERSON SPECIFICATION To be considered for this post you will need to evidence and demonstrate: Proven entrepreneurial, leadership and management skills of the highest calibre. Experience of formulating and executing large scale training plans and initiatives in fast paced, high quality Food & Drink environments. At least two years experience of training teams and individuals preferably in a multi-site capacity. Experience of managing and developing group wide training platforms and systems. Experience of managing and developing mystery guest programmes and associated improvement plans is desired. A proven track-record in delivering great team performance, business and service targets. Highly professional interpersonal skills and proven success in cultivating a collaborative and inclusive approach to business development. A successful track-record in some or all of following specialist areas: retail food & drink strategy, trend-leadership of hospitality products and services; customer service programmes. Strong analytical, communication and change management skills, with the confidence and personality to challenge the norm in a positive and constructive spirit. A positive, flexible and inclusive approach to the job role, work colleagues and peers. A genuine desire to learn, develop and progress.