Theatre Royal Plymouth is a registered charity, inspiring a lifetime of creativity for audiences, artists and participants throughout Plymouth and the wider region. As the principal home of performing arts in the South West, we engage and inspire many communities, creating memorable experiences for people from all backgrounds. TRP do this by creating and presenting a breadth of shows on a range of scales, with their extensive creative engagement programmes, by embracing the vitality of new talent and supporting emerging and established artists, and by collaborating with a range of partners to provide dynamic cultural leadership for the city of Plymouth.
Hospitality Assistant
Reports to: Senior House Manager
Rate of Pay: £10.90 per hour
Contract: Zero Hours Contract, must be available to work a minimum of three shifts per week including at least 1 weekend day (3 Saturdays out of 4 is required)
Benefits: Contributory pension scheme, great ticket offers
Inclusion and Diversity
We are committed to cultivating a culture of inclusion at TRP with a workforce, participants and audiences that reflect the diversity of the communities we serve.
The collective power of each team member’s life experiences, knowledge, innovation, self-expression, and talent creates the very best environment for us to achieve our ambitions and lead the sector.
In recruiting for our team, we recognise the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation, and beliefs.
With an exciting programme of performances coming up, we are looking to add to our team of Hospitality Assistants to join the Front of House (FOH) team to help support the theatre during this busy period.
Hospitality Assistants will work across any of TRPs’ retail outlets delivering excellent customer service, serving refreshments, barista style drinks, merchandise, and food.
We are offering zero hour positions with start dates from wc 29/05/23. Each shift will range from 3½ to 6 hours and will include mornings, afternoons and/or evenings. Successful applicants for this position will need to be flexible and be available to work a minimum of three shifts per week including at least 1 weekend day (3 Saturdays out of 4 is required).You must be available over the Christmas period where close to full time hours may be available.
The deadline for applications is Tuesday 9 May at 09:00, with interviews expected to take place in the same week.
To apply
We are happy to receive either a TRP application form or your CV and a Covering Letter in application.
Closing Date: Tuesday 9 May at 09:00
We’re here to talk! We’re available to speak to you before you make your application so, if you’re not quite sure if your skills match the role, want to talk about how flexible working could support you, or just check any of the details in this document, please do email us via recruitment@theatreroyal.com with the subject line ‘Hospitality Assistant’.
The Role
On joining TRP, we will introduce you to our core values and work through how they will help you deliver excellent customer service. Training will be provided to pass on a good working knowledge of health & safety, food hygiene, safeguarding, security, licencing regulations, and emergency evacuation procedures.
We have set some of the key duties:
Before and after service
- Attend pre-performance briefings prior to shift which will advise on shows details and shift specific information
- Well-presented, proudly wearing and maintaining a high level of uniform standard
- Adopt a proactive approach to the punctual opening of service areas ensuring the cleanliness of the space and equipment are in line with food hygiene legislation and TRP policies
- Light manual handling of furniture
- Present and maintain the appropriate volumes of stock to a high standard ensuring stock rotation
- Set-up and close-down the service points for the sale of ice cream, confectionery, programmes, merchandise, food, and drink
- Responsible for float and cashing-up procedures reporting anomalies
- Actively learn our offer and keep up to date with all drink and menu choices
- Adheres to all Health & Safety training minimising the risk of injury and accidents
Serving our customers
- Deliver an exceptional standard of service to café, bar and hospitality customers ensuring a positive and warm welcome is given
- Ensure accurate stock and sales records are processed via our Electronic Point of Sale (EPOS) system
- Ensuring first class presentation of the space and service areas ensuring tables and chairs are ready for use
- Proactively drive the sales of retail items, such as alcoholic beverages, hot and cold non-alcoholic beverages, merchandise, food, and snacks
- Operate hot beverage machines and serve hot drinks (barista training will be provided)
- Encourage and organise orders for interval drinks
- Undertake Challenge 25 checks and adhere to licensing laws and conditions
- Positively engage with customers with special dietary requirements offering accurate and informed information about our range
- Confidence to assist guests who request access support
- Expertise in handling guest feedback, confidence to resolve customer issues and problems, escalating promptly where appropriate
The Person:
Our Values are at the heart of everything we say and do, and our people demonstrate these values in every aspect of their work. To be successful in this role, you should be able to demonstrate the following skills, experience and behaviour in line with these values.
Quality:
Taking pride in achieving excellence. We take responsibility for and pride in what we do, recognising each other’s good work. We set consistently high expectations and ensure that everyone has the skills to achieve excellence.
Collaboration:
Valuing each other in the way we work, communicate and spend time together: We communicate regularly with each other, listening and understanding people’s needs. We value and respect the relationships we have with colleagues and partners, and we celebrate shared successes.
- Is accountable for own work ensuring it meets expectations and agreed standards
- Shows energy and enthusiasm in achieving personal and team objectives
- Understands and delivers in line with relevant legislation, policies, procedures and instructions
- Enjoys exceeding expectations of customers and colleagues
- Is friendly and welcoming
- Actively seeks, encourages and acts upon feedback
- Contributes to own department’s achievement of objectives
- Works with colleagues to deliver the highest possible standards
Creativity:
Being imaginative in everything we do: We use our knowledge, experience and judgement to explore doing things differently. We aim to empower everyone in the organisation to adopt a flexible, open-minded and imaginative approach.
Diversity:
Embracing the diversity among our people and community: We embrace and value difference and individuality treating everyone as equally important. Together we are stronger and more effective.
- Adopts a flexible approach to their work taking the circumstances of others into account
- Listens to information and asks questions to improve knowledge
- Adapts approach to provide customer with an experience tailored to the purpose of their visit
- Thinks about different options when solving a problem
- Confidently welcomes and embraces people from all areas of the community/backgrounds
- Seeks to understand others and respects views and opinions
- Adapts communication to suit individual needs and listens with empathy
- Engages with TRP’s community activities and programmes