Eastbourne Theatres

The Congress Theatre, Devonshire Park Theatre, and Winter Garden, along with conferencing and exhibition facilities are collectively known as Eastbourne Theatres and form part of the award-winning Devonshire Quarter complex. The venues are widely regarded as jewels in the crown of South-East entertainment.

ABOUT YOU

• Commercially savvy and enthusiastic, you influence others by leading from the front. You are a visible and hands-on leader with broad knowledge of theatre, events, and food and beverage operations within a highly commercial environment.
• You are energetic, resilient, proactive, and results-focused, bringing a creative, self-motivated, and engaging approach to leadership. As a dynamic leader, you motivate teams to perform at their best.
• You are driven by improving profitability and operational efficiency, supported by strong commercial awareness and sound decision-making.
• You have a strong customer service ethos and a genuine commitment to delivering an excellent experience at every opportunity.
• You thrive in a large corporate organisation and demonstrate strong leadership skills, with the ability to support and manage large teams while consistently delivering results.
• You communicate with professionalism and confidence, maintaining an excellent manner when dealing with the public, colleagues, stakeholders, and industry partners.
• You are adaptable to changing business needs and remain calm, focused, and effective in fast-paced, high-pressure environments.
• You have proven experience in people management, including recruitment, appraisals, training and development, workforce planning and deployment (rotas), and performance management.

JOB ROLE & KEY RESPONSIBILITIES

• Maximise income generating opportunities through all customer-facing operations, including bars, catering (cafe and events) and retail (confectionery, merchandise).
• Develop, implement, and manage the highest standards of customer experience in all customer-facing operations, including communication and guidance for staff.
• Lead and support the duty operational team, and the Customer Experience Team of casuals.
• Ensure that the operations of all public and private events are reviewed in advance to ensure that events run safely and successfully. Planning will consider staffing levels, security requirements, venue set up, operating modes and additional opportunities for income generation, with information being available to the duty team in advance of the event.
• Ensure all duties are carried out in accordance with Food Safety, Licensing and Health & Safety procedures.
• Collaborate with central teams to support customer services, ensuring that staff Health & Safety training programmes are implemented in line with Trafalgar Entertainment policies, ensuring the maximum involvement of all Customer Experience staff, and within appropriate service standards and targets.
• Ensure compliance with all training requirements for all staff and ensure that training materials are accurate, appropriate and up to date.
• Duty Management of public events to ensure the highest standards of customer care and safety, working evenings, weekends and bank holidays as required.
• Liaison with Visiting Company and Tour Managers as required as part of show duty management responsibilities, and to ensure their requirements are met.
• Ensure that procedures are in place for the safe opening of the building and that information relevant to that day's events is available.
• Overall responsibility for effective management of Customer Experience staff and maintaining excellent communications with this team, creating rotas that are accurate, and take all operational factors into account.
• Establishment of a visible and accessible Duty Management profile throughout the venues to foster good relations and to provide support, advice and assistance to all staff and visitors.
• Support other colleagues in day-to-day delivery of customer-facing services.
• As a Duty Manager, you will be a nominated First Aider and will have to deal with any accidents or incidents that occur, ensuring that they are accurately recorded and followed up if required.
• Implementation of the venue's emergency and evacuation procedures including all relevant training, drills, and briefings in collaboration with management and the relevant statutory authorities.
• Act as key-holder for all buildings with the potential to be included in emergency call-outs.
• Carry out and record pre-opening and pre-show checks to ensure that the venues are presented at their best and safe to receive the public.
• Undertaking and documenting risk assessments including dissemination and review.
• Lead on team recruitment, onboarding, and development to always attract and engage the best available talent.
• Undertake any relevant training and development that may be required and keep abreast of relevant industry developments.
• Dress in accordance with Company uniform policy and wear protective clothing where issued and instructed.

about trafalgar entertainment 

Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focused on new productions, venue ownership, Performing Arts education, theatre ticketing, the distribution of live-streaming innovative content and the provision of great theatres where people can come together to share in the experience of live entertainment. TE is home to Trafalgar Theatres, The Chiswick Cinema, Trafalgar Theatre Productions, Trafalgar Releasing, Trafalgar Tickets, Stagecoach Performing Arts, Drama Kids/Helen O’Grady Drama Academy, ticketing company London Theatre Direct, Stagedoor, Jonathan Church Theatre Productions, and Imagine Theatre.

Trafalgar Theatres is the venue-operating division of Trafalgar Entertainment (TE). We currently operate 21 venues; including the Trafalgar Theatre in London’s West End and the Theatre Royal in Sydney. We’re growing fast, we’re confident in what we do, and we’re ambitious about the future. There’s never been a better time to get onboard.

We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence and Respect.

Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people in groups where we are under-represented, for example people with disabilities, from minority ethnic groups, older returners and people who are neurodivergent.

We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.

For You

⭐Discounted theatre tickets

⭐Training and development plans

⭐Hundreds of savings across retailers with TE&ME 

⭐Flexible hours

⭐Access to mental health resources

⭐And much more...

Eligibility criteria applies