Retail Supervisor - Theatre Royal Drury Lane
Theatre Royal Drury Lane, London / Performance staff
The role…
Are you passionate about excellent customer service? At LW Theatres we strongly believe every customer experience should be truly extraordinary.
We are looking for a proactive and engaging Retail Supervisor to join our team at Theatre Royal Drury Lane. The Guest Experience team are the face of Theatre Royal Drury Lane and play a key role in ensuring our guests are welcomed into a safe and secure environment. The Retail Supervisor plays a crucial role in leading and motivating the team to drive commercial revenue and always deliver 5-star service across the theatre.
We are looking for a passionate Retail Supervisor who is dedicated to delivering the highest standards of service in our theatre. Through the leadership of a diverse and dynamic team, you will ensure our guests are always at the heart of everything we do.
What you will be doing…
Working closely with the management team and collaboratively with the Bar Supervisor and Stock Controller, you will:
1. Create and maintain consistently high standards of service and presentation across our retail operation.
2. Supervise service ensuring our Guest Experience team exceed our guests’ expectations throughout their journey.
3. Work any extra events alongside the resident production and ensure any external merchandise is counted and processed correctly.
4. Establish a proactive and approachable supervisory profile for both our guests and your team members having a hands-on approach with the ability to escalate to Management when necessary.
5. Assist the Management Team in controlling costs proactively.
6. Accurately account for transactions through till checks and cashing-up procedures.
7. Lead weekly stock takes of merchandise and other lines within the retail operation.
8. Monitor stock levels and place stock orders to meet business needs and ensure all sales outlets are properly stocked according to anticipated business volumes.
9. Ensure that all stock holding areas, facilities and equipment are kept in good condition and any maintenance and repair needs are reported immediately.
10. Establish and maintain procedures to ensure all stock is effectively rotated in line with expiry dates, actively moving stock around the venue where needed.
11. Help drive promotions and ensure that the Guest Experience team are motivated to maximise sales opportunities.
12. Complete regular performance reviews and provide coaching and training with the Guest Experience team.
13. Assist the Management Team and work collaboratively with the Bar Supervisor in achieving licensing objectives of responsible service of alcohol, allergen legislations, hygiene practices and other applicable management arrangements.
What we need…
1. Previous Supervisory experience necessary.
2. Experience in stock management and confident with using EPOS systems.
3. Excellent knowledge of customer service.
4. A lead by example attitude.
5. Self-motivated and a great team player with a can-do attitude.
6. Well organised and adaptable; able to plan workload, manage priorities, delegate tasks and respond to changing or ad hoc requirements.
Salary: £17.04 per hour (30 hours per week)
Deadline for applications: 12th May 2025
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 of inclusion 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.
This role may close early if a sufficient number of applications are received.
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