Job Description

The role...

Are you dedicated to creating incredible guest experiences? Do you take pride in delivering the highest possible standards? Theatre Royal Drury Lane are looking to hire dedicated and exceptional Guest Experience Host's for our resident show

Disney's Hercules

as well as any extra events and concerts

.

The Guest Experience team play a key role in ensuring our guests are welcomed into a safe and secure environment during theatre hours. The team works across all areas of our front of house operations including our bars and retail outlets across our theatre programme as well as external hires and events.


You will be expected to deliver 5-star service at all times and drive sales at Theatre Royal Drury Lane. As Guest Experience Host you will work with us to ensure that every customer experience is truly extraordinary.




If you have a passion for theatre, and creating memorable experiences for our guests, this could be the job for you.

What you'll be doing...

o Be immersed in putting our guests at the heart of everything you do by delivering exceptional customer service.


Driving Bar and Retail sales both inside the auditorium and behind any one of our bars or kiosks.

Work any extra events and concerts alongside our resident production.

Ensure that any tasks undertaken are delivered with the highest standards of quality and presentation. Be proactive when presented with guest feedback, collaborating with your supervisor when necessary to ensure any queries are resolved and you have exceeded the guest's expectations. Maintain great product knowledge and take an enthusiastic approach to sharing this information with our guests. Be an expert in anticipating what our guests need, whether that be directing them around the building or helping them to their seat or preparing their interval drinks. Monitor the auditorium during performances to ensure that nothing detracts from the guests' enjoyment of the show. Ensuring you collaborate with colleagues, sharing ideas and keeping up to date on information. Assist your supervisor in checking key areas throughout the shift, always ensuring that these areas are compliant and in the best possible condition. Be proactive and engaged in the day-to-day operation, hold a professional persona in tune with the Company's policies and procedures. Conduct bag and ticket checks by following company practices whilst providing a warm welcome to our guests. Actively support and promote the completion of bar & kiosk opening and closing checklists/procedures, as well as cleaning and maintenance periodic schedules. Assist in achieving licensing objectives of responsible service of alcohol; allergen legislations, hygiene practices and other applicable management arrangements. Support your supervisor during weekly stock takes, accurately accounting for all products and equipment within your assigned area, keeping all storage areas clean and tidy and report on any wastage and discrepancies. Have a thorough understanding of the evacuation procedure as well as protocols in other emergency scenarios. Take part in weekly health and safety training, reacting proactively in scenario-based exercises and asking questions when unsure. Assist with the setting up and packing down of various areas around the venue, as required.

What we need...

Previous experience in a customer facing role Previous experience in bar and/or retail desirable but not essential Dedicated to customer service, a people person Excellent interpersonal skills Excels in a team-driven environment An enthusiastic and can-do attitude A razor-sharp eye for detail An excitement to constantly learn and develop

Staff will be engaged on a 30 hour/ 8 show a week performance based contract, according to the regular performance schedule and any concerts or events.

The current

Hercules

performance schedule is Monday - Saturday evening performances with matinee performances on Thursday & Saturday. The performance schedule is subject to change. There will also be extra events on Sundays which you will work in exchange for a day off in the week.

Salary: 14.15 per hour

Diversity & Inclusion

At LW Theatres, we pride ourselves on being a family of individuals and actively welcome applicants from all backgrounds - it's one of our core values and we believe celebrating our differences is key to success.




At the heart of our Company is a culture where everyone feels seen and heard and can be themselves at work. Regardless of your background, all we ask is that you have the skills and experience required and the desire to succeed. In return, we pledge to ensure that our selection process is both transparent and fair.


We are also open to discussing opportunities to work flexibly.

Application Closes 21/12/25

This role may close early if a sufficient number of applications are received.