Customer Service Host - Ticketing, The Broadway

Customer Service Host - Ticketing

Part of the Ticketing and Sales team, your line manager is 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.

Please note, your role may involve working with children or vulnerable people.

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, packages and other offers as directed by the Ticketing and Sales Manager, ensuring that regular reporting is maintained.
• Ensure all marketing collateral in the Box Office areas is up to date and relevant to achieving sales targets.
• Support the implementation of new technologies by central Ticketing and IT teams as directed by the Ticketing and Sales Manager or their Deputy.

Processes

• To complete the relevant end of day banking procedures, including recording daily Box Office takings, and dealing with discrepancies as required.
• Communicate on the night as needed with Producers, their agents, Venue Management, Marketing, Customers, central Ticketing & Revenue Management teams, as well as support the work of other venue departments as required.
• Provide holiday and sickness cover for Ticketing department as required.
• Support the Ticketing department as required for marquee nights, opening nights or any other high-profile event at which the full team may be required.
• Liaise with the Contact Centre and Groups Contact Centre in resolving on the night customer and ticket queries.

Policy/ Law

• Comply with all legal requirements of GDPR.
• Adhere to Health & Safety procedures to minimise the risk of injury and accidents.
• Adhere to ATG Entertainment IT policy.
• Understand access issues and anti-discrimination legislation and implement correct practices when serving access patrons.

Your skills, qualities, and experience.
If you are able to demonstrate many of the essential criteria, we encourage you to apply, and welcome transferable skills from other industries or backgrounds. We can give experience of any desirable criteria but may also use them to decide between candidates for this role.

The essential criteria of a great team member are:

• Motivate and self-motivate – work collaboratively with Ticketing & Sales and Customer Experience colleagues to strive for commercial success, always looking for opportunities to improve.
• Communicate with all customers and colleagues in a way that is appropriate.
• Anticipate any issues customers may face, be proactive to resolve them, and think of solutions rather than problems.
• Flexibility in approach to working with other departments as needed.
• Be calm, polite and respectful in all situations.
• Have a genuine interest in delivering outstanding customer service.
• Have the ability to select the best option available to suit the individual needs of each customer.

About Us - Our values

ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

• THRIVE doing what we love (with passion and dynamism)
• CONNECT through every act (with collaboration and kindness)
• DARE to do different (with curiosity and courage)
• PERFORM at our best (with customer focus and ownership)

Our culture

You’ll help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. 

We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises. 

Our Corporate Social Responsibility pillars

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

• Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work. 

Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone

Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone.

We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.

If you’d like to discuss accessibility prior to applying, please email [email protected] for a confidential discussion.