Sarah Chase Email & Phone Number

London, Gb

London Borough Of Lambeth, England, United Kingdom

After the temporary closure of the National Theatre and subsequent disbandment of the Tours department, I was promoted to my current role and tasked with the responsibility of relaunching the building’s guided tours. Starting as the only member of this team, I developed a comprehensive training programme for the new guides, as well as planned and led the recruitment for these new roles. I then delivered this training single-handedly before signing off the new guides to deliver their own tours. I now directly line-manage the current tour guides (a team of seven people), supporting the creation of rotas to ensure sufficient staffing, as well as engaging in the effective training and ongoing development of those delivering Tours; including doing regular one-to-ones and quality assessments.Additionally, I am the main point of contact for all external and internal Tours enquiries, managing the Tours inbox and telephone with the assistance of a part-time Administrator. I am highly proficient in using Tessitura, and take bookings, invoice the tours and chase payments when necessary. I work closely with internal stakeholders on a daily basis to ensure sufficient access to the building for tours, and I additionally liaise with other departments, particularly Access and Development, in order to build relationships and widen our potential audience. Other responsibilities include: the creation and circulation of risk assessments, leading the development of specialised tours, and delivering my own tours of an exceptional standard.

London Borough Of Lambeth, England, United Kingdom

My main duty was to deliver engaging guided tours of the building to a wide range of visitors, as well as to facilitate the organising, booking and invoicing of tours for large groups such as schools and universities. A key part of my role was to be constantly aware of the current and upcoming repertoire at the theatre, undertaking continuous research to maintain and develop the quality of my tours in order to deliver an outstanding visitor experience. In addition to my role as a Tours & Visiting Officer, I was also a daytime Stage Door Keeper, which included reception, switchboard and multiple administrative responsibilities.When the National Theatre closed in March 2020, the Tours department and the Stage Door were temporarily disbanded. During this time I assumed a role as a Customer Service Supervisor (CSS), helping to oversee the theatre’s auditorium and bars when the theatre reopened from November 2020 until September 2021, when I began my current role.

Victoria Palace Theatre, London

My primary role was to provide outstanding customer service to ensure that every visitor to the theatre had a positive experience. In addition to all typical front of house duties I was regularly responsible for the Hospitality package guests and for patrons with access requirements, two roles which required a high level of organisation and attention to detail. I also frequently trained my colleagues in new roles and provided any other assistance where needed; for example, setting up rooms for meetings and preparing the theatre for the Sentebale gala.

Oxford Street

This was a largely administrative role overseeing the training and development of the entire Womenswear department, a team of 110 people. I carried out monthly performance reviews, submitted quarterly reports and engaged in one-to-one feedback sessions in order to improve service targets. I conducted group and individual training sessions, and arranged for external training for staff wherever necessary. Additionally, I undertook extra responsibilities as part of the Operational Support Coordinator team to oversee the Christmas recruitment drive, providing extensive administrative support during this period, including facilitating group interviews and processing the outcomes, and also providing feedback whenever requested.

Oxford Street

I provided a consistently excellent level of service in a shop-floor based role. In addition to this, I compiled weekly reports on the bestselling products and figures, and shared these findings with management. Additionally, I took a secondment to work as an Administrative Assistant for three months. This consisted of answering queries and complaints via both phone and email, and completing numerous administrative duties, setting up orders and liaising with suppliers.

Hong Kong, Hong Kong Sar

My main duty was to plan and deliver educational English lessons to students aged between 7 and 12. There were extensive administrative duties involved in this role, such as chairing strategy meetings and collating assessments and relaying the findings to fellow teachers and parents. I also compiled a fortnightly newsletter and organised monthly extracurricular events for the students.

Cheadle Hulme, Greater Manchester

I held this position on a part-time basis whilst also studying at the University of Sheffield. I was responsible for leading the customer service team, ensuring they were doing their jobs efficiently and well, and helping them to do so by providing support and dealing with any complaints or service related queries. I also performed clerical duties, such as opening and closing the branch, cashing up and doing stock checks.