Summary
More Details
Main Functions
To support the Operations Director in the successful development of York Theatre Royal’s Enterprise undertaking.
To optimise sales, whilst managing budgets to achieve targets.
To lead and manage our Front of House Welcome Team to achieve the highest standards of customer service, ensuring our visitors receive an excellent welcome and operations run smoothly and efficiently.
To act as Duty Manager for performances.
Main Duties
Administration and Management
To successfully manage all responsibilities and duties relating to Front of House, show Management, Café and Bars.
To lead the Front of House/Welcome team to ensure the best experience is delivered for our visitors.
In conjunction with the Duty Managers, to plan rotas to meet business needs, ensure fire and Health & Safety regulations are adhered to at all times and ensure sufficient staffing is in place to meet peaks of trade.
To be proactive in allocating resources and flexible to meet changing requirements, ensuring the needs of the business are met in every area.
To ensure that all Managers and Supervisors receive the appropriate training to ensure visitor safety.
To oversee and carry out regular fire evacuations with all Front of House/Welcome team staff and the wider staff team.
To oversee and ensure that all risk assessments for FOH are in line with legislation and are correctly signed and stored.
To keep a register of training plans for Front of House/Welcome team staff, to ensure that all inductions and training is carried out and recorded.
To carry out regular 1-2-1 meetings with Managers and Supervisors in the department as required.
To manage all administration for personnel requirements within the department to ensure the correct filing/follow up is completed.
To ensure that targets are met in relation to Programmes, FOH products and services.
To ensure that regular meetings take place between FOH and other departments to provide communication and improvement for the wider organisation.
To ensure that regular and effective communication with the Operations Director is carried out as agreed.
To carry out duties as reasonably requested by the Operations Director and Senior Management Team.
Café Management
To oversee the daily operation of the Café in conjunction with the Food & Beverage Manager to meet the requirements for food safety and ensure that all training and hygiene safety legislation is adhered to and completed by appropriate staff.
Overseeing the management of food and beverage ordering in line with budgets.
To liaise with suppliers to consistently control costs.
Monitoring stock control and cellar operations to maintain profit margin.
To manage sales for our external and internal customers.
To oversee and maintain, a five star Food Standards Agency Hygiene rating.
To devise and cost menus for Café daytime and evening food offers in conjunction with the Food & Beverage Manager, Chefs and Operations Director.
To oversee all standards pertaining to HACCP, COSHH and stock control are maintained, including managing completion of the café and kitchen diaries.
To have keen commercial awareness, keeping costs to a minimum and having a broad understanding of the financial situation of the theatre.
Show Management
To act as Duty Manager for performances.
To oversee Duty Managers and lead the Welcome Team in ensuring an efficient and welcoming service to all customers – ensuring that the service is prompt, friendly and attentive to customer’s needs – whilst maximising commercial revenues from show related activity.
To support the Food & Beverage Manager to manage all café and bar areas and ensure that strict hygiene and health & safety procedures are met.
To maintain strict cash management as per the organisational guidelines.
Working with the Food & Beverage Manager to plan Welcome Team rotas to meet business needs.
Working with the Food & Beverage Manager to place orders and process invoices in line with YTR’s procedures.
To contribute to the planning and delivery of touch tours, relaxed performances and other customer focussed show enhancements.
Reporting
In conjunction with the Operations Director, to plan a strategy to meet operational targets in line with budgets.
To gather and analyse data to guide the organisation’s decision making and improve performance.
To identify and implement reporting systems based on the requirement of the Operations Director.
To perform any other duties within the remit of the role, as required.
Person Specification
Essential
Experience of successfully managing a high volume public space
Experience of successfully leading diverse teams, including developing staff skills and managing performance
Excellent customer service skills, a drive for genuine customer engagement and impeccable attention to detail
Excellent communication skills
Experience of managing budgets and optimising sales
An organised and reliable person with good time management skills
Experience of managing changing priorities and the ability to stay positive during challenging situations
A problem solver, with creative flair and a willingness to go the extra mile
The ability to work flexible hours to meet the needs of the business
An interest in theatre
Desirable
Personal Licence holder
First Aid at Work training certificate holder
Knowledge of dealing with conflict resolution
Training in public space Health & Safety
Organisation
