Box Office Supervisor Beck Theatre JOB DESCRIPTION PERSON SPECIFICATION

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1 Beck Theatre JOB DESCRIPTION PERSON SPECIFICATION Oct 2015

2 INTRODUCTION HQ THEATRES & HOSPITALITY is a division of Qdos Entertainment Ltd. HQ Theatres & Hospitality (HQT&H) is a division of Qdos Entertainment Limited. Qdos is privately-owned by founder and Chairman Nick Thomas. Nick started his theatre production business in By 1999, when he formed Qdos Entertainment, he was established as a leading producer and talent manager. Over the subsequent years, he built the company into one of the largest, broad-based entertainment companies in the UK. Focussed on family entertainment and traditional values, Qdos has grown both organically and through a steady 'buy & build' strategy focusing on businesses that complement the original model, managed by a coherent holding company. Qdos Entertainment, via its wholly owned subsidiary HQ Theatres & Hospitality, has a proven track record of successfully managing and operating theatres and other cultural venues, and is the UK s second-largest regional theatre and concert hall operator. The current portfolio of 11 venues include: The Cliffs Pavilion, Southend; The Palace Theatre, Westcliff; G Live, Guildford; The Lyceum Theatre, Crewe; Wycombe Swan, High Wycombe; The Wyvern Theatre, Swindon; The Arts Centre, Swindon; The Beck Theatre, Hayes; The White Rock Theatre, Hastings; The Orchard Theatre, Dartford, The Colosseum, Watford and The Churchill Theatre in Bromley. The company also operates an extensive range of hospitality and accommodation environments, including restaurants, cafés, bars, coffee shops and boutique hotel rooms. The company s freehold restaurants and accommodation businesses include the award-winning Copper Horse Restaurant and Cottages; The Mayfield Pub, Carvery and Rooms in Seamer and The Plough Pub, Restaurant & Rooms in Scalby, near Scarborough. SENIOR MANAGEMENT STRUCTURE Chairman Group Chief Executive Officer Chief Financial Officer Chief Executive Officer, HQT&H Operations Director, HQTH Group Marketing Director Nick Thomas Paul Parnaby Jim Parry Julian Russell Alvin Hargreaves Ian Wilson Beck Theatre is managed by the Theatre Director, Louise Clifford LOCATION OF BUSINESS HQ Theatres& Hospitality Limited has its headquarters office at 161 Drury Lane, London WC2B 5PN The Beck Theatre is a 600 seated venue in Hayes, Middlesex, we present a wide variety of shows from rock and roll to comedy, children s shows and pantomime and can host a diverse range of hospitality events from intimate meetings and conferences to private functions and themed dining experiences. The Beck is operated on behalf of venue owner Hillingdon Borough Council by HQ Theatres and Hospitality, the UK s premier provider of entertainment and hospitality.

3 EQUALITY OF OPPORTUNITY Qdos Entertainment Limited is committed to being an equal opportunities employer. The aim is to ensure that all employees are treated equally and are employed solely on the basis of their ability and potential to do the job, regardless of their race, colour, gender, sexuality, disability, age, religion or beliefs. JOB DESCRIPTION PURPOSE OF THE POST Assisting the Box Office Manager in efficiently and effectively running the Beck Theatre s Box Office as a customerfocused proactive ticket sales operation which maximises all income opportunities; supervising in line with set procedures and playing an active role in the sale of tickets and database management. ACCOUNTABILITIES Key Accountabilities of the Post are to: Using the computerised box office system, the post holder will be responsible for the sale of tickets either by telephone or personal callers in line with the set procedures as detailed in the staff manual. Under the direction of the Box Office Manager the post holder will be responsible for ensuring that all established procedures regarding cash handling, banking, sales reconciliations and financial reporting are followed. Supervision of the Box Office Assistants in line with established financial and ticketing system procedures as determined in the Staff Handbook and Beck Theatre procedures. Support of the Box Office Manager in ensuring that non-supervisory Box Office Assistants implement fully the Beck Theatre customer care policy and its implementation, with particular emphasis on excellent standards of customer care and service. Ensure all Box Office Assistants follow ticket sales and reconciliation procedures and be responsible for checking and agreeing reconciliations. Supervision and participation in proactive marketing and telephone campaigns to generate ticket sales for shows, events and hospitality functions at the Beck Theatre, and contribution to their creation. Develop and maintain a proactive approach in the creation and implementation of strategies to maximise income from the theatre s party bookers and groups for all shows and events including the pantomime, ensuring bookings are processed correctly, administration of booking confirmations and ensuring payment deadline are met. Development, implementation and monitoring of an interesting and interactive programme for Work Experience students specific to Box Office. Management and running of the Premiere Card Scheme so as to maximise sales and to meet agreed financial business targets. Assistance to the Box Office Manager with all show and event configuration and ticketing set-up on the box office system as required.

4 To be responsible, in the Box Office Manager s absence, for maintaining adequate staff cover for the department. The effective operation and routine housekeeping of the ticketing database. To undertake any training as deemed necessary. To participate in team meetings as required. Ensuring the best possible presentation of the Box Office area and leaflet racks. Any other related duties as may, from time to time, be reasonably required by the Box Office Manager or the Sales and Marketing Manager. OTHER DUTIES AND RESPONSIBILITIES The post holder will: a) Ensure all duties are carried out in accordance with departmental and company Health & Safety procedures. b) Dress in accordance with Company uniform policy and wear protective clothing as issued, if applicable. c) Undertake any relevant training and development that may be required and keep abreast of developments in his/her field of expertise. d) Carry out any other duties as required from time to time, taking into consideration the grade of the post and the capabilities of the post holder. I acknowledge receipt of, and confirm my agreement to carry out the duties as described. I understand this job description is current at the date shown above and that, in consultation with the post holder, it is liable to variation by management to reflect or anticipate changes in or to the job. Signed: Date: (Post holder) Signed: Date: (For and on behalf of HQ Theatres & Hospitality Ltd.)

5 PERSON SPECIFICATION ESSENTIAL Previous experience supervising, organising and instructing a team of staff Previous experience in a customer based environment Excellent communication skills Excellent telephone manner Previous cash handling experience Good keyboard and IT skills Able to communicate with customers efficiently in a courteous, professional manner under pressure Able to keep accurate records and deal with administrative and financial procedures within audit guidelines Experience of working as part of a busy team Ability to work Monday-Sunday, including Bank Holidays, on a rolling rota. DESIRABLE Previous box office experience Previous experience of a computerised ticket sales system Experience of working on own initiative Experience of dealing with telephone enquiries in a professional environment PERSONAL Flexible attitude and willingness to cover other shifts as required to meet the demands of the business