Visitor Services Duty Manager

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Summary

Here at Regent's Park Open Air Theatre we are looking for a driven and passionate individual to join our Visitor Services team as a duty manager for our 2026 season.

More Details

This role involves:
Box Office
• Oversee the physical box office during performance incomings.
• Oversee the smooth running of the venue and box office operation,
including documentation of staff training and enforcement of company
policies and procedures relating to the ticketing system.
• Maintain relationships with the ticket agents to manage sales and
allocations.
• Safe-keep all income, ensuring that accurate and consistent accounting,
cash-handling and banking practices are maintained across the
department.
• Facilitate group, access and education bookings, from reservation
through to payment.
• Maintain accurate customer database records, ensuring compliance with
General Data Protection Regulations (GDPR).
05
Visitor Services
• Oversee the Visitor Services Assistants to ensure jobs are completed
in a timely manner, and that attendance, punctuality and presentation
is satisfactory, bringing any concerns to the attention of the Visitor
Services Management Team.
• Be a highly presentable, visible and accessible management presence
during opening hours and to represent the company with diplomacy,
discretion and courtesy at all times.
• Train, develop and work closely with all Supervisors and Visitor Services
Assistants to deliver the highest level of customer service and meet
health and safety requirements.
• Proactively manage and monitor the box office and visitor services email
inboxes, ensuring that all customer enquiries and weather exchanges are
dealt with promptly.
• Deal with all in person customer problems, comments and complaints
in an appropriate and efficient manner in line with company policy,
escalating as necessary.
• Assist with recruitment and interviews of the seasonal team.
• Provide Stage Door cover when required.
• To regularly check the spaces and rehearsal rooms to ensure rooms are
presented to a high standard and reporting any issues.
• To facilitate evening and weekend hirers where requested.
• Any other duties as reasonably requested by the Visitor Services
management team.

Duty Management
• Working on a rota basis with regular evening and weekend work, you will
represent the company, acting as the most senior operational manager;
ensuring the safety, comfort and enjoyment of all members of the public
and staff.
• Ensure compliance with all licensing, fire, security, safety and other
company regulations and policies, in the event of an emergency, lead the
response in line with company policies and procedures and liaise with
the emergency services as necessary.
• During performances, work alongside the Company Stage Manager to
ensure performance start times are adhered to, as well as effective
audience management during weather show pauses and delays.

PERSON SPECIFICATION
The right candidate will have a passion for working in a busy
customer-facing environment and be comfortable managing
a large team. It is a great opportunity for someone with good
problem-solving skills, hoping to gain front line experience in a
very unique open air venue.
Essential
• Excellent attention to detail with a high standard of presentation.
• Ability to communicate effectively with a wide variety of people at all
levels in a confident and friendly manner.
• Good written and spoken English with proven interpersonal skills.
• Demonstrable enthusiasm, understanding and experience of customer
service and sales techniques.
• Positive approach to customer service with the ability to deal with
complaints and challenging situations effectively and appropriately.
• Good computer literacy including Microsoft Word and Excel.
• Proven ability to work well both independently and within a team.
• Calm, organised and tactful approach.
• Understanding and commitment to equity, diversity and inclusion.
• A passion for Regent's Park Open Air Theatre and the work we produce.

Non-Essential
• Previous experience of working in a theatre.
• Previous supervisory experience in a theatre or similar organisation.
• Previous supervisory and user experience of any major box office
system.
• First Aid qualification
If there are some skills in the Essential criteria that you do not currently have
but feel you could learn and develop over time, please still apply and note
this in your application.