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Jobs at The Crystal Maze LIVE Experience in London

Duty Manager – The Crystal Maze LIVE Experience

Location:                                        Piccadilly Circus, London

Reporting to this position:       Hosts (Indirect)

Reporting to:                                General Manager

Working Hours:                           40 hours – Hours/days will vary based on business demand

The Role

As a Duty Manager at Crystal Maze London, you will be responsible for the day to day running of the attraction. You will be an ambassador for the business, attraction lead for the attraction and support all on the ground teams to deliver our unique experience. This includes opening and closing the attraction, welfare of guests and operational team, health & safety and reporting. You will be the key lead on site for driving standards, service and procedures.

We are looking for a fun and dynamic individual to motivate and work as part of the operational team. Due to the varied nature of our Live Attraction, you will be required to have a high level of flexibility to suit the needs and operating hours of the business.  You must be flexible and able to work a variety of shifts including weekdays, weekends, and bank holidays.

Key Responsibilities

Operational Excellence

  • Lead, manage and motivate the attraction teams daily to deliver a world class experience to all guests while ensuring revenue is maximised.
  • Taking accountability for the smooth, efficient, and productive running of the attraction, delivering world class standards across all guest touchpoints.
  • Maintain the smooth, efficient, and productive running of the attraction along with fellow Operation Managers and Show Callers ensuring the correct power up/down of games.
  • Think on your feet to address and rectify on the spot issues that impact the operation.
  • Oversee all operational aspects of the venue and troubleshoot problems as they arise, creating proactive and efficient ways of working.

Financial Delivery

  • Oversee strong operational efficiency that enables the attraction to maximise its sales.
  • Motivate and encourage the attraction team to exceed daily commercial targets across the bar, merchandise and photography while maintaining operational efficiency.
  • Assist the Operations Manager with the control of stock and all company equipment, mitigating any loss and ensuring tight controls are implemented.
  • Contribute new sales and operational recommendations to the General Manager based on your analysis of the performance of the attraction at given times/seasons.
  • Utilise the attraction team to ensure staffing is optimised to get the most of those working on any given day.

Leadership

  • Manager a diverse team of direct reports, motivating and inspiring them to perform at their best.
  • Provide on the spot coaching to team members, ensuring they are able to work at their best.
  • Inspire teamwork, communication, and collaboration to ensure a healthy working environment for all.
  • Champion and support Little Lion Entertainment’s mental health priorities.
  • Support the management in delivering the recruitment practices which allow the team to build and retain a solid, professional team.

Guest Excellence

  • Champion Guest Excellence across everything, from procedures to face-to-face interaction, acting as a role model to the team, ensuring every guest leaves the attraction as an advocate.
  • Act as primary point of escalation for any guest issues or complaints, ensuring they are effectively resolved.
  • Monitor guests scores, taking action if necessary, to ensure all areas of the attraction are delivering the highest levels of guest experience.
  • Work closely with the cleaning contractor to ensure attraction and toilet standards are at their highest, taking action where and when necessary.
  • Develop the team so that their daily working duties contribute to the attractions overall KPI target scores.

Health, Safety and Security

  • Communicating and championing health and safety best practice throughout the establishment.
  • Where required, ensuring all relevant risk assessments & training has been carried out ensuring the safety of people.
  • Set a H&S culture, ensuring near misses and accidents are effectively logged and issues rectified.
  • Assist the General Manager with risk mitigation strategies across the business.
  • Conduct all essential daily checks, ensuring they are effectively documented and issues rectified.

Attraction Management

  • Taking on the role of First Aider and Duty Manager on a rota basis.
  • Supporting the General Manager as required.
  • Keep abreast of industry trends and releases, sharing these with the wider team.
  • Strengthen team dynamics and fosters strong relationships across the business.
  • Show attention to detail in the review and preparation of daily, weekly and monthly reports submitted to the General Manager.

Skills and Experience

  • Experience within live Theatre or an attraction conducting operational responsibilities
  • A proactive approach and can-do attitude
  • Be hardworking, flexible, and able to adapt to different styles of working
  • Meticulous attention to detail
  • Highly organised and efficient

To apply, please email your CV to [email protected]

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Attraction Manager – The Crystal Maze LIVE Experience

 

Location:                                        Piccadilly Circus, London

Reporting to this position:       Operations Managers, Duty Managers

Reporting to:                                Head of Operations

Working Hours:                           40 hours – Hours/days will vary based on business demand

The Role

As Attraction Manager for the Crystal Maze LIVE Experience, you will oversee and maintain the daily operations of the attraction to the highest level of quality and efficiency. You must demonstrate commercial awareness, and create effective working practices, across all domains whether it’s recruitment, planning, preparing a strategy or within general operational duties.

You are supportive yet practical, encouraging the teams and staff to work effectively together and facing every challenge with a positive, can-do attitude. With a commercially minded approach, you strive to ensure customer excellence, and are continuously thinking of innovative ways to develop our internal processes that will in turn improve our offering and experience.

Key Responsibilities

Operational Excellence

  • Accountability for the smooth, efficient, and productive running of the attraction at all times.
  • Ensure the highest levels of cleanliness, presentation & professionalism is always maintained across the attraction.
  • Being flexible and adaptable to circumstances, proposing innovative and creative solutions with ease.
  • Effective resource and rota management, ensuring the attraction is appropriately staffed at all times.
  • Produce daily reports to the Head of Operations on performance of the site, providing comments and suggestions on trends and areas of improvement

Financial Delivery

  • Assist with driving revenue and new business through sales, events, strategic planning, and in-house promotions to deliver budgeted EBITDA.
  • Evaluate and decide upon key investments in equipment, infrastructure, and talent across all sites.
  • Driving revenue and new business through sales, event, strategic planning, and in-house promotions to deliver budgeted sales and profit
  • Consider new sales and operational recommendations provided by the Operational Manager and action where applicable
  • Motivate and encourage the attraction team to exceed commercial targets and maintain operational efficiency at all times.

Leadership

  • Lead a diverse team of direct reports, motivating and inspiring them to perform at their best.
  • Create personal development plans, monitoring objectives and championing your team’s development.
  • Inspire teamwork, communication, and collaboration to ensure a healthy working environment for all.
  • Develop strong communication channels, ensuring that relevant information is spread through all levels of your team.
  • Developing solid recruitment practices which allow you to build and retain a solid, professional team around you

Guest Excellence

  • Ensure customer quality and excellence is at the heart of the attraction’s working practices.
  • Engage in key or targeted guest activities across all attractions.
  • Ensure staffing levels across the sites are appropriate to demand, working on the attraction floor as and when required.
  • Ensure all guest communications are responded to swiftly and on-brand.
  • Act as primary point of escalation for any guest issues or complaints, ensuring they are effectively resolved.

Health, Safety and Security

  • Communicating and championing health and safety best practice throughout the establishment.
  • Work closely with Technical Services to ensure maintenance and PPM schedules are adhered to and delivered across the sites.
  • Where required, ensuring all relevant risk assessments & training has been carried out ensuring the safety of people.
  • Deliver risk mitigation strategies and lead training sessions for the team
  • Overseeing the Operations Managers in their duty to conduct all site checks are performed pre and post shift

Business Development

  • Identify new revenue streams, basing decisions on strong commercial reasoning.
  • Develop culture of continual improvement, enhancing LLE’s procedures to use across the group as the business grows.
  • Communicating effectively and professionally with third parties, developing strong working relationships with third party suppliers
  • Shine creatively in conjunction with the Marketing department, to ensure strong and coordinated delivery of national and regional marketing strategies.
  • Supporting the Group General Manager when required across the LLE business.

Skills and Experience

  • Significant, demonstrable experience in a management role within attractions/theatre
  • Strong understanding of business management and commercials
  • Highly organised and proficient in operational strategies.
  • Exceptional communication and leadership skills
  • Ability to take initiative and a practical approach to problem solving

Please send your CVs to [email protected]


 

Attraction Host – The Crystal Maze LIVE Experience

Location:                                        Piccadilly Circus, London

Reporting to:                                Operations Manager

Working Hours:                           * Please note this is for Friday – Sunday hours only* (potentially weekday hours available)

The Role

We are looking for fun, dynamic, and friendly personalities to join our Operations team. You will be self-motivated, able to work independently or as part of a team. You must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays, and special events. You will adopt an enthusiastic, assertive, and passionate approach to Guest Service at all times. You will be passionate about the product and have a keen eye for detail

Key Responsibilities

Operational Excellence

  • Be the face of the Crystal Maze, welcoming all guests and ensuring that they all leave having had an amazing experience that will last a lifetime.
  • Manage all guest enquiries efficiently and maintain a consistently positive attitude.
  • Celebrate success with the team at every available opportunity, have open and honest communication with fellow colleagues and managers offering support to all.
  • Arrive to work punctually, ready to work with your uniform correct and well kept.
  • Work across all parts of the operations function daily, striving for world class standards and regularly feeding back new ideas and initiatives to the Operations Manager.
  • Learn and maintain the equipment within the Operations department, ensuring quick fixes can be swiftly completed to ensure attraction standards are maintained.
  • Use initiative while on position to ensure stock levels and cleanliness standards are always maintained.
  • Working within the attraction to reset games and ensure each group experiences the same WOW factor.
  • Drive sales through each of our commercial units when required, upselling retail merchandise and photography products as required.
  • Work within the guidelines to ensure all stock processes are followed as required.

Guest Excellence

  • Treat all guests as individuals, thinking on your feet to ensure their experience exceeds their expectations.
  • Proactively approach and interact with guests in an open and genuine manner and have the confidence to engage in conversation with guests of all ages and backgrounds.
  • Have good product knowledge of the Crystal Maze, highlighting benefits of each of our products to guests in order to increase sales and ensure value for money.
  • Live and breathe world class service, with guests at the heart of everything we do not only within the Operations Department but within the wider attraction.
  • Act as an advocate for the guest, identifying and sharing ideas to management about how we can make the guest experience even better.

Health, Safety and Security

  • Read and sign off against all departmental risk assessments, CoSWPs and SOPs, ensuring that all risks are minimised, creating a safe environment for our guests and fellow team members.
  • Responsible for the safety of your colleagues and guests as they enjoy the attraction.
  • Follow all processes and procedures while working within the attraction, ensuring the health and safety of all guests and staff is always maintained.
  • Train new team members both on position (shadowing) and by one to one theory training using the departments manuals (COSWPs).
  • Report any health and safety issues and near misses using the methods in place, informing any member of the Management team in a timely manner.
  • Represent the department at health and safety forums and meetings as and when required.

Skills and Experience

  • Focused on delivering a world class Guest Experience.
  • Good initiative and able to think on their feet.
  • Self-motivated and works well as part of a team.
  • Live Theatre or Attraction experience is desirable but not required.
  • You must be able to work weekends and late nights.

Please send your CV to [email protected]