Summary
More Details
The successful candidate will have previous duty management or supervisory 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.
- 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.
- Following 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.
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 or restrictive and does not form part of the contract of employment.
PERSON SPECIFICATION
-
- Previous duty management or supervisory experience in a 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.
- 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.
TERMS & CONDITIONS
Salary: £15.39 per hour, minimum 8-hour shift.
Hours: Due to the nature of the role, Duty Managers 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. There are no guaranteed hours under this contract. You will be allocated shifts a month in advance, based on your availability. We will endeavour to give you as many shifts as possible.
Holiday: Equivalent to 5.6 weeks’ paid holiday a year, calculated based on average weekly hours worked.
To apply, please visit our website and download a job pack.
Organisation
