Summary
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As well as acting as a Duty Manager for performances, managing the frontline team on a shift basis and ensuring customer experience matches our brand values, they will also provide operational support to the Head of Front of House.
The successful candidate will have previous management experience in a professional front of house environment, preferably within a producing theatre, excellent interpersonal and communication skills and a passion for delivering excellent customer service.
RESPONSIBILITIES INCLUDE:
Customer Service
- Delivering a consistently outstanding customer experience to our audiences and visitors.
- Supervising and leading Front of House staff on a shift-to-shift basis.
- Providing a friendly, welcoming and safe environment for all audience and visitors, proactively engaging to ensure their needs are met.
- Welcoming visitors with access needs.
- Representing the venue to a high standard, having good knowledge of our shows and services we offer.
Operations
- Supervising the smooth running of Front of House and building operations.
- Ensuring all public areas of the building are clean and presentable.
- Assisting Head of Front of House in implementing and reviewing all operational procedures including opening-up/closing, fire safety, first aid, security, pest control, cleaning and housekeeping
- Supporting effective building maintenance, including meeting with external contractors to resolve building issues and reporting any building maintenance issues in a timely fashion.
- Working closely with the Security Officer on shift to ensure a safe environment for all staff and visitors.
- Working closely with Housekeeping staff on shift to ensure the venue is cleaned to a high standard.
Health and Safety
- Following all Health and Safety rules and procedures, especially those relating to the public.
- Being responsible for ensuring the fire panel is setup correctly for performances.
- Being responsible for ensuring the opening and closing procedures are followed.
- Reporting any hazards to the relevant person.
- Carrying out fire drills, fire safety checks and fire alarm checks as required by the Head of Front of House.
- Taking responsibilities for emergency situations such as building evacuations according to company procedures.
Other
- Working closely with the catering team to ensure the premises licence and licensing objectives are adhered to at all times.
- Supporting the fundraising department with the smooth delivery of fundraising events.
- Taking notes during dress rehearsals to ensure FOH are aware of matters relating to the running of a show such as Health and Safety issues and run times.
Administration
- Scheduling Front of House Assistants based on operational needs.
- Preparing paperwork for weekly payroll for Front of House staff.
- Preparing weekly financial reconciliation for merchandise sales.
- Assisting Head Front of House with investigating incidents and accidents as required.
- Deputising for the Head of Front of House as required.
- Ensuring weekly Duty Manager duties have been completed and signed off.
- Assisting the Head of Front of House with managing building maintenance issues.
- Assisting Head of Front of House in recruiting, inducting and training Front of House staff.
The following responsibilities apply to all Hampstead Theatre staff:
- Participating actively in the life of the theatre.
- Complying with Hampstead Theatre’s Diversity, Health & Safety, Environmental Sustainability, GDPR and other policies at all times.
- Carrying out administrative work generated by the above activities.
This job description is a guide to the nature of the work required of this position. It is neither wholly comprehensive nor restrictive and does not form part of the contract of employment.
PERSON SPECIFICATION
- Previous management experience in a professional front of house environment, preferably within a producing theatre.
- Previous experience of customer service and/or working in a team.
- Excellent interpersonal, communication and customer care skills.
- Approachable demeanour and ability to communicate and advocate the work of the theatre.
- A passion for delivering excellent customer service.
- An ability to tailor your approach to meet different demographics and social groups.
- Ability to remain calm whilst working under pressure.
- Flexible, responsive and a team player.
- Tactful, diplomatic and able to maintain confidentiality for sensitive information.
- Ability to strategize and plan ahead, whilst remaining flexible and responsive to new demands and pressures.
- Flexible availability especially for evenings, weekends and holiday periods.
- Undertaking other duties as may be reasonably required.
- Ability to work without supervision and take initiative.
- Ability to understand and oversee health & safety, fire safety, licensing and other statutory regulations.
- Current First Aid at Work certificate or successfully applying for the certificate following appointment.
- Commitment to diversity and broadening access.
- Current IOSH Managing Safely certificate or successfully applying for the certificate following appointment.
Salary: £16.50 per hour for a part time contract based on a guaranteed minimum 32 hours per week.
Hours: This is a part-time position. A normal working week consists of 4 x 8 hour shifts over 4 days, Monday to Saturday. Due to the nature of the role, the Deputy Head of Front of House will be expected to have good availability to fit Hampstead’s opening hours, 8.30am – midnight, Monday to Saturday, and should expect to work evenings and weekends, including Friday and/or Saturday each week.
Holiday: Equivalent to 5.6 weeks’ paid holiday a year, calculated based on average weekly hours worked.
Notice: One week during three-month probationary period, eight weeks after probation is passed.
For further information, please visit our website and download a job pack.
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