Deputy Head of Front of House

This role is central to delivering an exceptional customer experience across Front of House and Food & Beverage operations. Working closely with the Head of Front of House, Duty Managers, Supervisors and Front of House Assistants, the Deputy Head of Front of House helps create a welcoming environment for audiences, guests and visiting companies.

This role is a vital part of the Front of House and F&B provision in our busy and welcoming theatre.  The Deputy Head of Front of House works with the Head of Front of House, Duty Managers and Supervisors and our Front of House Assistants to provide an exceptional, welcoming and friendly experience for all our customers. This role also works closely with internal events and producing teams at the theatre, ensuring a high standard of food and beverage delivery at the theatre for patrons, companies and guests.  

The role includes Duty Manager duties on designated performances, events catering management and  working with suppliers to provide an exceptional food and beverage offering. The role plays a key part in  growing and delivering commercial KPIs as part of our business plan and maximising income through  effective customer care, sales techniques and inventory management. 

Duties and Responsibilities 

• Manage and oversee the ordering, stock taking and product lines of all bar and food offers at the  Donmar Warehouse 
• Make regular reviews of the product range alongside the Head of Front of House to ensure that quality standards and profit margins are maintained 
• Act as Duty Manager on designated shifts, managing the Front of House teams in show running. 
• Maintain responsibility for the safety and welfare of all public, staff and others within the building,  ensuring that the Donmar’s licence conditions are upheld 
• Deliver weekly financial snapshots and monthly stock takes for stock and implement new ideas and products that drive sales and maximise returns for the venue 
• Liaise with various teams to plan and provide refreshments for Press Nights, Supporter events, Masterclasses and any other catered occasions.
• Develop and maintain relationships with suppliers and internal and external stakeholders 
• Assist in the planning of the marketing and advertising across Food & Beverage and use data to  review and show return on investment in marketing spend 
• Alongside the Head of Ticketing and Head of Front of House maintain and improve systems and  processes to ensure the smooth functioning of the Front of House department whilst achieving the  best quality of customer care and service 
• Review suppliers and service level agreements so that best practices are followed, value for money  received and technological advantages are sought where applicable as well as assisting in the  tendering process for new suppliers as and when required 
• Develop and maintain relationships with suppliers and both internal and external stakeholders 
• Keep up to date operation manuals and standard operating procedures relating to Food &  Beverage 
• Comply with all relevant Food Hygiene and Health & Safety legislation ensuring that all staff are trained and aware of their responsibilities.
• Review and update risk assessments involving Food and Beverage and general FOH systems.
• Oversee the maintenance, cleanliness and safety of all catering equipment keeping them in  efficient working order 
• Act as an ambassador for the Donmar, promoting high standards of service at all times Carry out administrative duties as part of the Front of House team. 
• Participate in various Staff Working Groups including Health and Safety and Culture and Comms.
• Assist with managing the theatre space booking portal.
• Oversee portions of the FOH budget, forecasting to project profit and loss.
• Deputise for the Head of Front of House when required.

Other Ad Hoc Duties

At the request of your line manager or senior leader, take on other reasonable duties and responsibilities as required to support the needs of the team and the organisation.

This is not an exhaustive list of duties and your line manager may at any time allocate other tasks which  are of a similar nature or level.

Person Specification 

Essential 

• Passionate about excellent customer experience with a committed focus on food and drink 
• Experience of managing a Bar and/or managing catering events 
• Duty management and/or supervisory experience in an entertainment venue/theatre 
• Excellent understanding of F&B systems and reporting, specifically stock control and gross profit  management 
• A good and current understanding of Health and Safety, alcohol licensing and legislation 
• Experience of planning and delivering effective training sessions with staff of varying levels of ability.
• Willingness to undertake a flexible shift pattern, in accordance with the Donmar’s Duty  Management rota and maintain good time management across the role 
• Excellent oral and written communications skills. 
• Personable and enthusiastic. 
• Excellent attention  to detail 
• Be able to show a commitment to inclusion and diversity in your working practice
• A self-motivated and resilient individual with a flexible and adaptable attitude 
• A real team player who can lead by example in all things 
• An organised and logical individual capable of good record keeping
  

 Desirable 

• Experience of working in a theatre in front of house and/or bars role
• Experience managing teams in an entertainment venue
• Experience of driving income streams and growth through food and beverage sales
  
• A passion for theatre 
  
• Personal License Holder