We’re hiring

Freelance Duty Managers

For immersive experiences & live events

The opportunity

Hawthorn & Kent is expanding its pool of experienced Freelance Duty Managers to support upcoming location-based entertainment, immersive and live-event projects.

Our opportunities vary from individual shifts and short-term activations to longer-running engagements. We are looking for reliable, adaptable people whom we can call upon as new projects arise.

As a Freelance Duty Manager, you will take the lead onsite, helping each experience run safely, smoothly and professionally. You will support the delivery team, manage Front of House operations and ensure every guest receives a warm and memorable experience.

Project dates, locations, hours, rates and specific responsibilities will be confirmed before each engagement is offered. Freelancers can accept assignments according to their availability.

About Hawthorn & Kent

Hawthorn & Kent is an operations consultancy specialising in location-based entertainment, immersive experiences and live events.

We work alongside producers, operators and creative teams to turn ambitious ideas into well-run visitor experiences. Our role is to bring together the people, processes and practical delivery needed to create safe, efficient and memorable events.

We understand that every experience is different. Our approach is collaborative, hands-on and focused on finding practical solutions—whether we are supporting a one-off event, launching a new attraction or managing a longer-running production.

About you

You are an experienced, confident and approachable Duty Manager who enjoys working in fast-moving, guest-facing environments.

You are comfortable taking responsibility onsite, leading a varied team and making calm, practical decisions when circumstances change. You know how to balance excellent guest service with the operational, commercial and safety requirements of a live experience.

You will ideally bring:

Experience in live events, immersive experiences, visitor attractions, theatre, hospitality, leisure or another high-volume guest environment.
Experience supervising or managing Front of House, performance, agency or operational teams.
A confident and supportive leadership style, with the ability to set clear expectations and maintain high standards.
Excellent communication and customer-service skills.
The ability to resolve guest concerns professionally and sensitively.
A calm, solutions-focused approach to incidents, staff shortages and unexpected operational challenges.
A good understanding of health and safety, emergency procedures and staff welfare.
Strong organisational skills and attention to detail, including accurate reporting and timesheet administration.
Confidence working with ticketing, scanning or venue-management systems — or the ability to learn new systems quickly.
Reliability, punctuality and the flexibility to work across different projects and teams.

First-aid, fire-marshal, safeguarding or evacuation training would be advantageous, although project-specific training may be provided where required.

Because many live experiences operate outside standard office hours, availability for evening, weekend and bank-holiday work is beneficial.

What you’ll be doing

Responsibilities will vary between projects but may include:

Guest experience & front of house

Acting as the lead Front of House contact during your shift.
Ensuring the venue, experience and team are fully prepared before opening or the start of each session.
Maintaining consistently high standards of guest service.
Supporting the team to create welcoming, engaging and memorable guest experiences.
Responding to guest concerns and resolving or escalating issues appropriately.
Presenting a friendly, calm and professional presence throughout the experience.
Show & Venue Operations
Overseeing the smooth day-to-day running of the experience from an operational, staffing and guest perspective.
Acting as the primary onsite contact for Front of House staff, performers, agency workers, suppliers and other project personnel.
Coordinating the team to maintain effective coverage and operational standards.
Ensuring appropriate breaks are taken and agreed procedures are followed.
Monitoring compliance with health and safety requirements, emergency procedures and project policies.
Troubleshooting operational issues and escalating matters when necessary.
Liaising with venue teams, building representatives, contractors and suppliers.
Completing any required project training, which may include first aid, fire safety and evacuation procedures.

Staffing & administration

Conducting team briefings and communicating relevant operational updates.
Responding to absences or no-shows and working with the project team to arrange replacement cover.
Checking and approving shift records or staff timesheets.
Maintaining accurate records and submitting clear end-of-day or end-of-shift reports.
Ticketing & Box Office
Where relevant to the project:
Overseeing admissions, ticket scanning, Box Office activity and onsite sales.
Ensuring Front of House team members understand the relevant ticketing procedures.
Reporting and helping to resolve scanner, hardware, ticketing or sales issues.

Engagement Details

This is an opportunity to join our freelance pool rather than an offer of guaranteed or continuous work.

Assignments may include single shifts, short activations, event launches, holiday cover and longer-running projects. Details—including location, dates, hours, responsibilities and rate — will be shared before each engagement is agreed.

Freelancers may accept assignments according to their experience and availability.

How to Apply

Please send us:

Your current CV or a summary of your relevant experience.
A short introduction explaining the types of projects you have worked on.
Your general availability and preferred working locations.
Details of any relevant qualifications or training.
Your usual freelance day or shift rate, if applicable.
Contact details for two professional referees, which may be requested later in the selection process.

Please send your CV using the form below or via info@hawthornandkent.com

We welcome applications from people with different backgrounds and experiences. If you require reasonable adjustments during the application or onboarding process, please let us know.

info@hawthornandkent.com

Address

39 The Cobalt Building
1600 Eureka Leisure Park
Ashford
TN25 4BF