Deputy General Manager - Immersive Entertainment

Join the team as Deputy General Manager at Layered Reality, where innovation meets entertainment.

Layered Reality is a pioneer in immersive entertainment, blending captivating storytelling, cutting-edge technology, and exceptional customer service. Known for groundbreaking productions - The War of the Worlds, The Immersive Experience, The Gunpowder Plot & Elvis Evolution, Layered Reality combines live theatre, digital technology (virtual reality, projection mapping, and holograms), and physical sensations (sight, sound, smell, touch, and movement) to craft unforgettable immersive experiences.

Position Summary

The Deputy General Manager (DGM) plays a crucial role in supporting the General Manager to ensure the successful day-to-day operation of Layered Reality's immersive experiences. The DGM works across all departments, providing hands-on leadership and operational oversight to maintain the highest standards of guest experience, team performance, and operational efficiency. This role requires strong organisational skills, a proactive attitude, and the ability to manage competing priorities in a fast-paced environment.

Benefits

• Fun working environment.
• Company social events.
• Discounted food.
• Theatre tickets.
• Performance-related bonus.
• Layered Reality Birthday off.
• 23 days holiday plus Bank Holidays.
• Additional holiday day for each year of completed service.

Scope & Responsibilities Live Operations

• Assist the General Manager in overseeing all operational departments, including ticketing, guest services, show, photo, and merchandise.
• Act as a key point of contact for department managers and team members, ensuring operational plans and processes are consistently executed.
• Coordinate site presentation standards to maintain a clean, safe, and welcoming environment for guests and staff.
• Support the General Manager in maintaining compliance with Health & Safety (H&S) policies and procedures, including incident reporting.
• Serve as Duty Manager as needed, ensuring smooth operations and handling escalations in the absence of the General Manager.
• Provide support during live operations to ensure seamless execution of the experience.

Team Leadership & Development

• Assist in recruiting, onboarding, and training team members to uphold Layered Reality's high standards of guest experience.
• Provide guidance and support to department managers, encouraging professional development and fostering a positive working culture.
• Oversee department schedules and rotas, ensuring adequate staffing levels for all operational needs.
• Act as a first point of contact for team concerns, escalating issues to the General Manager as necessary.
• Conduct regular team briefings to communicate updates, goals, and feedback.

Commercial Performance

• Support the General Manager in tracking revenue streams and contributing to commercial success across ticketing, merchandise, photography, and food & beverage operations.
• Monitor and report on key performance indicators (KPIs) to identify trends and areas for improvement.
• Assist in implementing revenue-generating initiatives to enhance guest experiences and drive additional income streams.

Guest Experience

• Work closely with the Guest Services team to ensure exceptional guest satisfaction, addressing feedback and resolving escalations promptly.
• Oversee the implementation of guest experience standards across all touchpoints, ensuring consistency and quality.
• Monitor guest feedback to identify opportunities for improvement and innovation.

Administrative & Financial Duties

• Collaborate with the General Manager to prepare and manage budgets, track expenses, and provide financial reports to senior management.
• Support payroll processes by ensuring accurate and timely submissions of timesheets and related documentation.
• Maintain accurate records of operational performance, incidents, and other key metrics.

Background & Experience

We are seeking a dynamic, detail-oriented individual with prior management experience in the theatre events, leisure, tourism, visitor attraction, or entertainment industries. You should have a passion for creating exceptional guest experiences and a track record of operational success in high-pressure environments.

Desired Attributes

• A minimum of three years of relevant management experience.
• Strong understanding of operational requirements for large-scale events.
• Practical knowledge of recruitment, onboarding, and training.
• Familiarity with the theatre and event industry.
• Understanding of health & safety regulations and their practical application.
• Ability to work independently and adapt to changing circumstances.
• Strong organisational skills and attention to detail.
• Passion for fostering a positive and balanced working culture.
• Proven experience in training and staff development.
• Exceptional communication and interpersonal skills.
• Flexibility for evening and weekend work.

Job Details

• Job Title: Deputy General Manager
• Responsible To: General Manager
• Job Type: Full Time (permanent)
• Start Date: January 2025
• Probation Period: 3 Months
• Pay: £33k-£36k plus benefits
• Location: Central London

The deadline for applications is Sunday 29th December 2024.

Diversity & Inclusion

At Layered Reality, we embrace the power of diversity because we believe that our differences are what make us strong. We recognise that each team member brings a unique perspective, background, and set of experiences to our company. Just as every immersive experience we create is a blend of different elements, we know that a diverse team is essential for crafting unforgettable memories. Inclusion is at the heart of our values because we understand that to truly connect with our guests, we must first connect with each other. Join us in celebrating diversity and inclusion as we embark on a journey to create immersive entertainment that resonates with every individual.

Application Process

To apply for this exciting opportunity, please submit an up-to-date CV along with a Covering Letter that outlines what you can bring to the role and why you would like to work for Layered Reality. We look forward to receiving your application!