Duty Manager

JobsCloseBy Editorial Insights

Layered Reality is seeking a full-time Duty Manager to be the on shift point of contact at Chapter 3, Excel London, coordinating front-of-house, technical, bar, stage and external partners. You will lead real time operations during live shows, manage crowd flow and guest care, uphold health and safety standards, and complete clear shift reports to ensure continuity across performances. The ideal candidate has supervisory experience in live entertainment or hospitality, stays calm under pressure, communicates clearly, and thrives in cross-department collaboration with flexible evenings and weekends. To apply, submit a tailored CV and cover letter that demonstrate leadership, problem solving, and relevant live event outcomes; align your experience with the role and Layered Reality's guest-first ethos.

Position Summary:

As a Duty Manager at Layered Reality, you will serve as the central point of contact during your shift, ensuring clear communication and coordination across all departments and partner teams working within the venue. With multiple stakeholders involved, including front-of-house, technical, bar, performance, and external partner teams, you’ll play a key role in making sure everyone is aligned and the operation runs smoothly.

You’ll be the go-to person for real-time decisions, responding to any issues as they arise and facilitating a joined-up approach to delivering a high-quality, consistent guest experience. This role requires confident leadership, strong people skills, and the ability to keep calm and organised in a dynamic, fast-paced environment.

Scope & Responsibilities:

Take full responsibility for the venue during live performance shifts, acting as the manager on duty and the central point of contact for all teams and departments

Lead communication between FOH, bar, technical crew, stage management, and third-party partners to ensure cohesive operations and real-time coordination

Take charge of the general running of the venue during show and post-show periods, ensuring all departments are supported and operating efficiently

Manage audience movement, including entry, exits, latecomers, and overall crowd flow during high-traffic moments

Take an active role in upholding health & safety, fire safety, and audience care standards, responding swiftly and appropriately to any incidents

Handle guest concerns and complaints directly, resolving issues promptly and escalating when necessary

Maintain the venue’s cleanliness and presentation, taking responsibility for ensuring a welcoming and professional environment throughout the shift

Proactively step in to assist teams and resolve operational challenges in real time

Complete detailed shift reports and handovers, ensuring continuity and clarity between teams and performance days

Work flexibly around shift end times, which may vary depending on audience turnout and peak periods (e.g. weekends or special events)

Take the lead on supporting and coordinating special events, previews, and themed nights as required

Background & Experience:

Previous experience in a supervisory, duty manager, or team lead role within a live entertainment, theatre, venue, or hospitality environment

Strong operational awareness and ability to remain composed under pressure

Experience working in multi-partner or cross-departmental environments

Confident managing real-time issues and supporting multiple teams simultaneously

A solid understanding of venue safety procedures and audience management

Desired Attributes:

Clear, confident communicator and natural relationship builder

Calm, solutions-focused, and responsive to changing situations

Organised, proactive, and able to manage competing priorities

Comfortable leading a shift independently while supporting teams

Flexible availability (evenings, weekends, and event nights required)

Conversational English

Passionate about live events, entertainment, and excellent guest experience

Job Title: Duty Manager

Job Type: Full-time - Permanent

Probation: 3 Months

Location: Chapter 3, Excel London, Royal Victoria Dock, 1 Western Gateway, London, E16 1XL

Please submit your application with an up-to-date CV and covering letter explaining what you can bring to the role, why you would like to work for us and why we should hire you.