Front of House Operations Coordinator

The Front Of House (FOH) Operations Coordinator is responsible for providing first class administrative support to the FOH Operations teamworking closely on the Front of House rota and staffing management.

Department/Team Theatre Operations

Responsible to Head of FOH Operations

Contract Permanent – 40 hours per week

Location Mix of home working and from The Old Vic, 103 The Cut, London, SE1 8NB

Hours Usual working hours are Monday–Friday, 10am–6pm with some occasional out of hours work (e.g. evenings and weekends)

Salary £28,000-£29,200

Areas of responsibility

Staffing

• Daily management of StaffSavvy (our staffing application) and the FOH Staff Rota.
• Building and publishing the FOH Staff and Stage Door rota ahead of each new production run.
• Acting as the primary point of contact for all FOH staff in relation to managing their shifts at The Old Vic – including holding the staffing duty mobile.
• Overseeing FOH staff sickness and holiday records, ensuring accuracy of updates.
• Managing the fohstaff@ inbox and maintaining the FOH Staff Mailing List leading on all email communication with FOH staff.
• Assisting the Payroll Manager with the FOH and Stage Door payroll as required, ensuring that all members of the staff team are paid correctly and the appropriate documentation is kept up to date.
• Supporting the Payroll Manager with regular reporting, including Absence and Shifts Worked Reports.
• Covering the Payroll Manager in preparing the monthly wage sheets, when the Payroll Manager is on Annual Leave.
• Maintaining HR paperwork and records for FOH staff as required, taking responsibility for processing New Starter and Leaver paperwork.
• Compiling, editing and distributing the FOH Staff Weekly Newsletter.

Training

• Assisting the Head of FOH Operations with the preparation of PowerPoint slides for FOH Training sessions, as required.
• Attending FOH Staff training sessions, and presenting updates on all things staffing and rota related to the FOH team (including answering any queries).

Stock Management

• Supporting the FOH management team with placing orders with suppliers, including programmes and merchandise.
• Assisting with stock reconciliation and stocktakes as required.

Merchandise

• As and when required, assisting the Head of FOH Operations with the development of new merchandise lines, including conducting research, liaising with potential suppliers, and preparing proposals for internal stakeholders.
• Assisting with the preparation and upkeep of the points of sale (including the Merchandise Kiosk).

Administrative Support

• Taking minutes of the FOH Operations Meeting each week.
• Minuting the Customer Experience Meeting each month.
• Taking minutes of the monthly Duty Manager Meeting.
• Supporting the Operations Administration Coordinator with the monthly reconciliation of the Uber account; with a specific focus on FOH staff journeys.

Customer Service

• Managing the feedback@ and enquiries@ inboxes.
• Responding to complaints and information requests sent into the theatre from the public, escalating as necessary.
• Coordinating The Old Vic’s programme of History Tours – including scheduling the dates, liaising with Box Office to arrange ticket sales, and booking the required staff – while also working closely with the Operations Administrator Coordinator and other relevant departments to ensure that all required spaces are available.

FOH Space Management

• Assisting the Head of FOH Operations with ensuring that all FOH spaces are ready to receive the public at all times during opening hours.
• Preparing FOH spaces for meetings and/or training sessions – including setting up furniture and equipment as required.
• During dark periods, assisting the Head of FOH Operations with preparing the FOH spaces for new productions.

Access

• Assisting the Head of FOH Operations with the provision of Access performances when necessary (including producing braille and large print programmes where appropriate).
• Providing any other Access administration as required.

Health & Safety

• Supporting the Head of FOH Operations with health and safety compliance of the public areas of The Old Vic.
• Working collaboratively with the Operations Administration Coordinator to schedule health and safety training for the FOH team as required.
• Uploading FOH training records for FOH staff to Blue Lemon (The Old Vic’s health and safety management platform).

Financial Support

• Processing all invoices received by the Old Vic Services Company, including adding them to Business Central (The Old Vic’s accounting and financial reconciliation system) for authorisation and payment in a timely fashion.

General

• Promoting and complying with current legislation and The Old Vic policies on Diversity, Sustainability, and Health & Safety both in the delivery of services and the treatment of others.
• Undertaking any other reasonable duties, commensurate with the level of the post so as to ensure the smooth running of The Old Vic.

This is not an exhaustive list of duties and the Theatre’s management may, at any time, allocate other tasks which are of a similar nature or level.

PERSON SPECIFICATION

Essential:

• Experience of working within an arts environment.
• An active interest in progressing a career in Arts Management.
• Excellent organisation skills as well as written and verbal communication skills.
• Attention to detail.
• A proven ability to provide a high level of customer service and prioritise tasks in an environment with competing demands.
• Team player and relationship builder, with ability to influence at different levels.
• Able to manage expectations and work to tight timelines.
• A problem-solver with a people-centric approach.
• IT literacy, with good experience of the Microsoft Office suite and Excel in particular. (Training will be given on software programmes as required).

Specific location

Salaried

07/10/2024

Permanent, Full Time

Administrative, Administrative (Venue Management, HR, Finance, Legal, IT, etc.), Box Office, Front of House & Hospitality