Head of Hospitality

Head ofHospitality

Department: Operations

Responsible to: Director of Operations

Responsible for: Hospitality Manager(s)

Newcastle Theatre Royal Trust is an independent charity that exists to bring world class theatre and creative engagement to and for the people of Newcastle and the North East. We are committed to giving everyone the highest quality welcome and service, on-stage and off.

Purpose of the post

To develop and implement the commercial operations strategy across all hospitality operations including theatre bars, café bar, retail, concession partnerships, kiosks and meetings and events activity, driving sales to achieve commercial targets and embed a commercially minded culture establishing the Theatre Royal within the competitive city center hospitality landscape.

Key collaborators

This role reports to the Director of Operations and has direct responsibility for the Hospitality Team. They will work closely with all departments and across all levels of the organization and will hold key collaborative relationships with the Head of Experience, Head of Finance and Head of Development.

Hours of Work

39 hours per week. Due to the nature of the role evening and weekend working will be required in order to drive the commercial sales strategy. This is an operational focused role and the majority of hours for this role will be delivered at the Theatre Royal.

Training

The post-holder will be offered induction training as well as ongoing training and professional development based on the needs of the individual and requirements of the post.

Holiday

25 days plus bank holidays

Pension

10.3% employer contribution

Employee benefits

• Critical Illness and Death in Service Cover
• Employee Assistance Programme available to all staff and their household members
• Discounted Travel Scheme - discounted Metro and bus travel.

• Discounted Tickets - Access to staff discounted tickets for performances, subject to availability
• NE1 Discount card - Access to city centre discounts and activities.
• NGCV Discounts - Theatre Royal staff have access to discounts across 10 Newcastle Gateshead Cultural Venues.

Working at the Theatre

We recognise that only once every member of our team feels a sense of belonging they will truly thrive during their time working with us. You will be welcomed at the Theatre, and if you need any adjustments at the time of applying or within the role please let us know at any stage in the process by contacting us.

Responsibilities overview

Commercial Operations

• Develop and drive a comprehensive commercial strategy across all hospitality operations for a broad customer base, including theatre bars, café bar, retail, concession partnerships, kiosks and meetings and events activity assuring continuous review and improvement.
• Develop and oversee commercial sales budgets and targets, continuously driving sales to achieve financial resilience.
• Maintain an up to date knowledge of commercial operations sector trends both locally and nationally.
• Supplier procurement and contract management, assuring best value, brand alignment and operational efficiency.
• Responsibility for commercial operations systems and software, assuring functionality is optimised across all touch points, in collaboration with the Head of Business Support.
• Responsibility for ensuring the effective management of all hospitality and event spaces and associated resources, to maximise revenue generation and support cross departmental strategic objectives.
• Support the development and delivery of a programme of commercial, corporate, community and creative events within all hospitality and event spaces.
• Develop a network of local business contacts, identifying opportunities for collaboration and partnership.
• Collaboration with the Marketing team to deliver a marketing strategy to drive commercial performance.
• Review and interpret sales and stock performance data to inform continuous improvement and maximise revenue.
• Ensure the highest standards of Food Safety Management are embedded across all commercial operations, maintaining up to date knowledge of current Food Standards and legislative requirements.
• Support department managers to develop and deliver a comprehensive training programme encompassing service standards, food safety and licensable activities.
• Line manage a high performing Hospitality and Events team.

General operations

Undertake responsibilities as a member of the Health and Safety Officers and Green Committee. Undertaking such other relevant duties as may be requested from time to time.

Principle Head of Department Responsibilities

• To actively contribute to the creation and development of the Theatres strategic plan and value framework. To implement and oversee effective departmental delivery of the business plan, creating area/department specific strategies and plans that ensure the successful delivery of the organizations strategic goals.
• To work collaboratively with Trustees, Senior Leadership Team and Head of Department Colleagues to achieve common goals and overcome challenges in a constructive and collegiate way, ensuring effective open two-way communication.
• To take an active leadership role in, and participate in, cross-departmental organizational groups to deliver strategic goals and the business plan objectives.
• To champion Newcastle Theatre Royal and ensure our strategic ambition and creative programme are confidently represented in all internal and external forums and communication, ensuring your team members understand the same.
• To provide leadership and effective management to your team, ensuring they are motivated and empowered to achieve excellence within their roles and that they receive regular, constructive feedback to support professional development.
• To facilitate regular two-way communication within your team ensuring that the organizations strategic objectives, creative programme and the teams operational priorities are understood in the context of the business plan, and they are facilitated to take a proactive role in internal project groups and external networks.
• To act as a role model and champion of our core values, make sure they are demonstrated positively and consistently across all areas of responsibilities.
• To hold financial responsibility for the work of your team; setting budgets in line with the business plan objectives, developing commercial opportunities, monitoring expenditure and understanding and reporting on any variances.
• To ensure all systems, processes and procedures within your department are compliant with relevant legislative and industry best practice standards including, but not limited to, the organizations Health & Safety, GDPR and Safeguarding policies.
• To be fully committed to the Trusts Equality, Inclusion and Diversity Policy and demonstrate the values of this in all recruitment, induction, training and the delivery of your own and your departments work.
• To be committed to improving the Theatres environmental sustainability and consider this when planning and implementing your departments activity. To be fully committed to the Trusts Environmental Sustainability Policy and Plan and take a proactive role in the organisations development in this area.
• Due to the nature of working in Theatre, as a Head of Department your role will sometimes require you to work outside normal working hours to undertake your responsibilities effectively, including evenings and weekends.

Duties as a member of the Theatre Royal team

• Ensuring that the working environment and practices conform to the Trusts Health and Safety and GDPR Policies, appropriate Child Protection legislation and Health and Safety Legislation
• To take all reasonable care and responsibility for the Health and Safety of themselves and other persons who may be affected by their acts or omissions and to co-operate with the Trust in achieving and maintaining Health and Safety requirements.
• Be fully committed to the Trusts Equality Policy; The Theatre Royal values and promotes equality, supports and encourages diversity and has a zero tolerance policy on discrimination of any kind.
• To adopt an environmentally aware attitude and adhere to any of the Trusts Green Initiatives, taking personal responsibility that all duties are undertaken to ensure environmental, sustainability and climate change best practice is observed.
• To understand the Trusts staff handbook and respect the ethos by which we work as an equal opportunities and inclusive employer, always striving to be the best in our industry as a welcoming theatre.
• To have an understanding of our Creative Programme, which comprises work on stage and our Creative Engagement programme, collaborating with colleagues to ensure the highest quality support and customer service is delivered across the programme as a whole.

Competencies

We recognise that this role encompasses a broad remit, and you may not have all of the specified competencies, or you may hold skills, knowledge and experience in other areas that are not included below. We encourage you to apply if you are enthusiastic about this role and believe you can make a significant contribution. Let us know how your unique experiences and perspectives make you the ideal candidate for our team.

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