Theatre Hospitality & Ticketing Apprentice

Theatre Hospitality & Ticketing Apprenticeship - Job Description

www.shaftesburytheatre.com

Purpose

Shaftesbury Theatre is the West End’s largest independent theatre and is currently home to Just For One Day – The Live Aid Musical.

We have premium suites and spaces, and gender-neutral restrooms. This is all part of the Theatre’s continuing commitment to innovation and to solidify its unique position within the West End. A visit to the theatre is, for most members of the public, a significant event, and thus the customer experience departments have a vital role in representing both the Theatre and Production to ensure that the experience is of exceptional quality.

As a Customer Experience Apprentice, you will support the smooth running of the Front of House, Bars & Hospitality, and Box Office teams. You’ll learn how to deliver excellent customer service and gain practical experience across key departments. This role is a stepping stone to working in customer-facing roles in theatres across the West End and beyond. You’ll also be introduced to wider aspects of theatre operations, such as accessibility services, ticketing systems, and stock management.

Key Responsibilities and Duties

·         Welcome all visitors to the theatre in a friendly and professional manner.

·         Support the delivery of high-quality customer service before, during, and after performances.

·         Help set up and maintain our premium guest suites according to customer needs.

·         Keep public areas clean, tidy, and well-presented at all times.

·         Assist with customer queries and ticket sales, both in person and over the phone.

·         Learn how to make the theatre accessible to all guests, including those with additional needs.

·         Take part in training focused on hospitality, teamwork, and inclusive service.

·         Report any maintenance or safety issues to the duty manager.

·         Work closely with team members across departments to ensure a smooth experience for all patrons.

·         Follow the Theatre’s policies on data protection, health and safety, and equal opportunities.

·         Share important updates with colleagues while respecting privacy and confidentiality.

Person Specification

Essential

·         Has a GCSE in English and Maths (Grade 4 or above), or a PASS in any BTEC qualification.

·         Does not already hold a Level 3 or 4 qualification in Hospitality or Customer Service.

·         Has a positive attitude and enjoys working with others as part of a team.

Desirable

A genuine interest in the arts or working in theatre.

·         Strong listening and communication skills.

·         Ability to adapt to new situations or challenges.

·         Confidence to solve problems or resolve small conflicts calmly.

·         Attention to detail and pride in your work.

·         Ability to use basic computer systems (e.g., email, ticketing software).

·         Willingness to collaborate and support colleagues across teams.

We are Disability Confident Employer

If you're unsure whether you meet all the criteria, we still encourage you to apply. We value potential and enthusiasm, and we’re happy to support you as you learn on the job.

If you have access requirements or need adjustments for any part of the application process, please let us know — we’re happy to help.

We are committed to building a diverse and inclusive workplace. We actively encourage applications from people of all backgrounds, especially those currently underrepresented in the arts sector, including Black, Asian and global majority communities, disabled people, and those from working-class backgrounds.