Our front of house teams welcome thousands of customers to the theatre every evening, up and down the country. We work as a team to cover different tasks and events, so you could be selling programmes and merchandise for a theatre performance one shift, and be offering a first-class bar service for a VIP meeting the next.
This is a varied job, but the key purpose is to ensure everyone visiting the theatre has the best possible experience, so our teams are officially known as the Customer Experience Team. There's a blend of welcoming and directing customers with customer service and salesmanship – and not just the traditional ice-cream and programmes! Between us we are also responsible for sales at the bar, our at-seat delivery service Ordertorium, merchandise and for selling our premium packages too. We make sure the company hits its financial targets, and we have our own rewards for great sales; you'll love this job if you enjoy improving on your own results.
Ordertorium is a great example of how we work. Offering at-seat delivery of drinks and snacks makes the experience better for our customers; there’s no need to queue! We want to go the extra mile to make the experience of visiting our theatres the best it can be and we’re looking for people that share these same values.
The reality of our shifts is that they are extremely busy just before the show and during the interval. During those busy times, it's a fast paced job working directly with customers and ensuring they have a great time. While the show is on and things quieten down, we're busy resetting the bar, restocking our sales points, helping customers, cashing up and coming up with new ideas for sales initiatives. We take part in staff training during this time too. It's an interesting role with lots of variety and new challenges every shift.
I have been working for ATG for three years at the famous Apollo Victoria Theatre where Wicked plays. Working here has been the best experience. I have learned so much from working on the doors to inside the auditorium with our new Ordertorium service to now working on the bar.
The best part is the colleagues. We all get along so well, like a big family! Someone is always there to help. This isn't just at the Apollo Victoria but across all venues – you’ll be welcomed with open arms. I have met so many other ushers and managers coming from these other venues and make amazing working relationships. Personally working here has helped me in more ways than one – it’s helped me grow.
Louise Bryant, Apollo Victoria Theatre, London
What will I be doing?
One of the most exciting roles within our theatres is working on the front doors, where you are the first point of contact for our guests and set the scene for the rest of their experience. If you’re the sort of person that loves making a good first impression, this is the role for you!
- Welcoming theatregoers through our doors with a smile.
- Checking that tickets are correct and ushering theatregoers towards the bars and auditorium.
- Undertaking bag checks with our security team to ensure the safety of the building.
- Upselling luxury to our guests with entry to our VIP Ambassador Lounge.
A real challenge for any bartender with plenty of variety. Our hugely diverse range of shows and audiences means that no two shifts will feel the same, as you could be dealing with a comedy gig one night and an elaborate musical the next, encouraging you to adapt your style in order to serve our guests most effectively. Working on a theatre bar is unlike anything else, and if you have a real passion for fast-paced, high class customer service, this role will suit you perfectly.
- Serving a wide variety of drinks and snacks to our theatregoers.
- Maintaining an ordered and efficient work environment before and during the show.
- Upselling premium products, merchandise and interval orders for our guest’s convenience.
- Processing fast and accurate payments, demonstrating exemplary cash handling skills.
You’ll be in the theatre itself, doing a variety of things depending on the show. As well as checking tickets at directing theatregoers to their seats, you’ll be selling programmes, ice creams and a whole host of items through our innovative Ordertorium service – free seat delivery on select items. If you’re looking to develop your confidence at work, then look no further.
- Directing theatregoers throughout front-of-house and the auditorium.
- Selling ice creams and programmes during the interval, as well as upselling on our Ordertorium service.
- Ensuring our theatre’s code of conduct is adhered to at all times by our guests, and acting confidently to resolve any conflicts.
Frequently Asked Questions
How often would I be working?
Most of our theatres offer casual contracts, with fixed term roles particularly coming up over the busy Christmas period or local festivals. Under a casual contract you are free to choose how frequently you work and you’ll submit your availability to your manager who will organise the rota based on when you are available to work.
Where could I be working?
Our UK venues can be found in major towns and cities across England, Scotland and Wales. You can find a map and location details here.
What are the shift times?
Times do vary depending on the event and location.
Most shifts start between 45 minutes and two hours before the show starts, so usually between 5.30pm and 7pm for an evening show or 12.30pm and 2pm for an afternoon show. Afternoon, or ‘matinee’ performances, are usually twice a week on Wednesday, Thursday, Saturday or Sunday depending on the theatre. Shifts usually last 3.5 – 4.5 hours and in an evening, finish between 9.30 and 11pm.
We’re usually able to accommodate travel requirements, like leaving to catch a last train home, so do ask if you’re considering applying.
This does change sometimes depending on the individual theatre and we often have shows come in that are a little bit different. For example, we often have more matinee shows during school holidays and for pantomime and there might be periods during the year where we are ‘dark’, which means we don’t have a show on.
Both in London and outside our theatres can be hired for other events too, outside of our normal show schedule. This might include weddings, conferences, filming and community events.
What is the rate of pay?
For Customer Experience and Bistro Assistant roles we currently pay £8.31 per hour outside of London and a minimum of £9 per hour in central London. We operate a ‘minimum call’ system, so you know you’ll always be paid for at least three hours for every shift.
How do I apply?
If you’d like to join the team, complete an application form.
We’ve focussed here on working Front of House in our theatres. If you’re interested in other roles with ATG, you can see our current vacancies in these roles and others on our vacancies page.
Please let us know if you require the application form in an accessible format.
What are ATG looking for in FOH staff?
We’re looking for proactive and enthusiastic people who care about making every theatre visit a remarkable one. You’ll enjoy variety in your work, enjoy working with people and be comfortable blending sales and service. You can see the full details in our person specification which you will find attached to the job advert on our vacancies page.
We’ve also got some tips for writing a great application form.
Are there any development opportunities?
Yes, for learning and development and for progressing to other jobs. We offer regular training, often during shifts, and an e-learning programme available to everyone in the company. Being part of ATG is a great advantage for progressing your career, as we are a large company with a wide variety of departments and specialties. Some people will work their way up the roles in the customer experience field, while others might move between different departments and specialisms.
Any other questions?
Please email email@example.com with your query.