Job Description. Communications and Audience Services. Theatre Sales Staff (Front of House, Bar, Ticket Sales Staff

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1 Job Description Job Title Department Responsible to Responsible for Key working relationships Duty Manager Communications and Audience Services Audience Services Manager Theatre Sales Staff (Front of House, Bar, Ticket Sales Staff Executive Director Artistic Director Deputy Executive Director Deputy Audience Services Manager Technical Manager Duty Technician IT and Facilities Manager The Mercury Theatre The Mercury Theatre Colchester enjoys an excellent reputation for the quality of the work it produces and presents in its two auditoria and through its many community and education partnerships. We aim to cement the theatre's position as one of the main centres of artistic excellence in the East of England by building an audience for a critically acclaimed programme of drama, dance, music theatre and family theatre at the Mercury and on tour. Born out of the Colchester Repertory Company in 1937, and relocating to its current home in 1972, the Mercury now boasts a Main Theatre (500 seats), a Studio Theatre (80 seats), full onsite workshop and wardrobe facilities, award-winning customer service, and a turnover in excess of 3.5m annually, making it both a significant local employer and a major driver of Colchester s creative economy. Vision Our vision is of the Mercury as a theatre where all the people of Colchester and the surrounding area can encounter new ideas and untold stories; can meet to experience top class entertainment; and can unleash the extraordinary power of live theatre to make them think, feel, express, share and be part of something.

2 Our vision is of the Mercury as a theatre that contributes regionally to the development of new talent and new audiences, and carves out a truly national reputation for the quality of the work that it makes and presents. Strategic Aims Create outstanding theatre Build a reputation for the quality and innovation of our programme Exploit the touring and commercial potential of the work we produce Reach a bigger and more diverse audience Grow and diversify the audience for our programme Transform the way we work Develop a flexible, talented staff team, responsive to changing business needs Diversify income streams and build financial resilience Ensure that the Mercury infrastructure is fit for purpose Develop a robust approach to self-evaluation and risk-management Purpose of the Post To support and deputising for the Audience Services Manager in the management and development of the theatre s front of house and trading activities acting as a Duty Manager. Main Duties Work with the Audience Services Manager and Deputies to manage a team of Theatre Sales Staff (Front of House, Bar, Food@) and Ticket Sales Staff to ensure the smooth running of our Restaurant, Front of House and ticketing operations to ensure first class customer care in line with the Theatre s values. Responsibilities Working closely with the Audience Services Manager you will manage a team of Theatre Sales Staff (Front of House, Bar, Food@) and Ticket Sales Staff to ensure the smooth running of our Front of House operations and a first class customer response in line with the Theatres values. You will be knowledgeable about all forthcoming productions and activity, and will inspire enthusiasm about our events and offers in your colleagues. 1. To act as the principle point of contact with and for customers 2. To oversee delivery of functions and hires of the Theatre and to assist in the develop this area of our business 3. To oversee trading and merchandise sales including bar stock, kiosk, ice creams and other associated merchandise 4. To oversee the operation and development of access for disabled audiences and users of the building

3 5. To act as a performance duty manager: Providing a management interface with the public; being responsible for all emergency procedures for both staff and the public; providing first aid cover; managing theatre sales staff, ticket sales staff and restaurant staff; ensuring the theatre conforms to any licensing obligations; and ensuring security of the theatre 6. To act as a key holder and ensure the building is locked and unlocked in a timely, safe and secure manner 7. To be aware and implement the Mercury s Health and Safety policies and procedures 8. To report any defects in terms of equipment or building maintenance issues immediately 9. To complete a nightly show report in a timely manner and ensure distribution to appropriate Mercury staff 10. To develop and maintain a good working relationship with all members of staff within the organisation as part of a team environment. 11. To undertake such tasks as may be required from time to time by the Audience Services Manager and which are commensurate with the role. 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 preclude change or development that might be required in the future. It does not form part of the contract of employment.

4 Person Specification Post: Duty Manager Personal Qualities Self-disciplined, organised and self-motivating Ability to work in a team, contributing ideas, supporting other team members and taking on a lead role on projects as required Adaptable and receptive to new ideas and initiatives Ability to work under pressure and manage competing deadlines Creative flair Excellent interpersonal skills with an ability to listen, build rapport and communicate with people at all levels Professional Competencies Essential Experience of working with the public in delivering excellent and proactive customer care. Cash handling Experience of managing trading stock management and record keeping Experience of staff supervision and managing teams Experience of staff recruitment, training and appraisals Excellent verbal and written communication skills Ability to work well both independently and in a team taking initiative within agreed boundaries A flexible approach to work with the ability to cope well under pressure Due to the requirements of licensing authorities the post holder must be at least 21 years of age IT literate Desirable Experience of providing a first class, inclusive and accessible environment for disabled people Knowledge of issues that relate to physical and attitudinal access for disabled people Interest in theatre and/or the arts

5 Commercial or entrepreneurial experience or aptitude Valid First Aid at Work Certificate Clean driving license Outline of Terms and Conditions Salary: Hours: Annual Leave: Probationary Period: Notice Period: DBS Check: Pension: Other Benefits 8.53 per hour As per weekly rota. This post will require the post holder to work unsocial hours, which will include evenings, weekends and public holidays Paid annual leave is given at a rate of 12.07% of average yearly earnings and paid during the dark periods during the year Three months One month by either party in writing after an initial probationary period during which time the notice period is one week by either party Should your post have regular contact with children and/or vulnerable adults a DBS check will be required Colchester Mercury Theatre Ltd operates a Stakeholder Pension scheme. Full details of the scheme are available from the Finance Department Discount on drinks and meals in the Mercury s bar and restaurant The company offers an interest free season ticket loan The company encourages attendance at performances with an allocation of tickets to employees (subject to availability and the Mercury s ticket policy) October 2016