Front of House Manager

Transcription

1 Job Description Person Specification February 2016 watfordcolosseum.co.uk hqtheatres.com The UK s premier provider of live entertainment and hospitality

2 INTRODUCTION HQ Theatres & Hospitality (HQT&H) is a division of Qdos Entertainment Ltd. Qdos Entertainment is wholly owned by husband and wife entrepreneurs, Nick & Sandra Thomas. Nick created Qdos Entertainment in 1999, and remains Chairman of the company, which is now one of the largest, broad-based entertainment Groups in Europe. Rooted in family entertainment and traditional values, Qdos Entertainment has grown both organically and through a steady buy & build strategy, by acquiring businesses that complement the original model, managed by a highly experienced management team. 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 from April 2016 The Churchill Theatre, Bromley. The Company also operates an extensive range of hospitality and accommodation environments, including restaurants, cafés, bars, coffee shops and boutique hotel rooms under the brand HQ Collection. 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: Nick Thomas Group Chief Executive Officer: Paul Parnaby Chief Financial Officer: Jim Parry Chief Executive Officer, HQT&H: Julian Russell Group Marketing Director: Ian Wilson Operations Director, HQT&H: Alvin Hargreaves Watford Colosseum is managed by the Theatre Director, Jo Ditch LOCATION OF BUSINESS HQ Theatres & Hospitality Limited has its headquarters office in Drury Lane, London. The post holder will be based at Watford Colosseum. The post holder s approved travel and other out-ofpocket associated costs will be reimbursed. 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. 1

3 WATFORD COLOSSEUM Watford Colosseum is situated in the heart of Watford and is home to some of the best live music and entertainment outside Central London. Watford Colosseum has over 1,200 seats and is a dynamic flexible space with a variety of formats which can accommodate up to 2,400 people complemented by a smaller, prestigious function room for up to 120 people called The Forum, and flexible foyer spaces. Watford Colosseum is also home to the BBC Concert Orchestra, has been used to record the soundtracks of films including Lord of the Rings, The Sound of Music and Star Wars. 2

4 JOB DESCRIPTION REPORTING The Front of House Manager reports to the General Manager. Reports: P/T Volunteer Coordinator / Duty Manager / Front of House casual staff. PURPOSE OF THE POST The Front of House Manager will have strong leadership skills, the desire and ability to make a difference, passion for the hospitality industry and solid organisational skills. The post holder will oversee the delivery of an efficient, high quality environment for the public attending the Colosseum, whilst assisting the General Manager to maximise income potential and control overheads in order to achieve financial targets. The post holder will ensure adherence to all licensing conditions, health and safety regulations and any other legislation applicable to the venue. The Front of House Manager is part of a team, working with the General Manager, to deliver consistently excellent customer services for all Watford Colosseum events. ACCOUNTABILITIES Key Accountabilities of the Post are to: 1. To directly assist the General Manager in the achievement of the Colosseum s annual business plan, target and objectives, with particular reference to achievement of targets for sales and customer service. 2. To line manage the Front of House team in accordance with operational demands. 3. To achieve consistent delivery of excellent customer service through systematic recruitment methods, induction and training. Ensure in-house customer care training is delivered and effectively implemented. 4. Ensure all public events at the Colosseum are appropriately staffed to ensure high standards of customer care and safety. Be responsible for creating Front of House rotas that are accurate, timely and take all operational factors into account. 5. Provide a central point for customer correspondence and feedback, collating and recording comments in order to inform the improvement and maintenance of our customer service. Ensure the database is up to date and available for inspection by Watford Borough Council officers. 6. Undertake the role of nominated Premises licensee, fulfilling the responsibilities in the Watford Borough Council issued license 3

5 JOB DESCRIPTION 7. Support the Director and General Manager in maximising income potential in secondary spend areas in relations to the programme of events. Implement stock control procedures as appropriate. Ensure all Front of House staff are sales and customer focused. 8. Assist and liaise with the Marketing Team to ensure all publicity and marketing material is displayed effectively both internally and externally. 9. Ensure timely and effective liaison with incoming companies to ensure their requirements are met and events run smoothly. 10. Hold regular team briefings in relation to forthcoming programme of events. In addition brief Front of House teams on specific programme content where appropriate and relevant. Ensure excellent communications are maintained throughout the Front of House team. 11. In liaison with the Buildings and Technical Manager ensure that all Front of House operations comply with Health and Safety and licensing requirements through regular monitoring of the building and maintenance of all necessary systems and procedures including risk assessments, COSHH, staff training, security etc. 12. Ensure maintenance issues are identified, recorded and reported using the systems provided. 13. Attend management team meetings as required. 14. Undertake evening and weekend duties as required. 15. Act as the responsible person for the safety of customers and staff involved in events, ensuring compliance with all Licence and Fire Regulation requirements. 16. Ensure all FOH staff comply with Watford Colosseum dress/uniform code. 17. Ensure all daily and pre-show building and fire exit checks are carried out in accordance with theatre procedure, with particular emphasis on safety, cleanliness and presentation. 18. Comply with financial procedures regarding the issuing and accounting of stock, commissions, facility fees and associated income. 19. Liaise with artists and production representatives as required and ensure all artists accommodation is clean and tidy prior to arrival and that artist s requirements are met. 20. Complete show and other reports as required for the management of the venue. 21. As a key holder, undertake out of hours call out duties as part of the duty management team, taking appropriate remedial action once on site according to procedure. 22. Other related duties as may from time to time be reasonably required by the Director. 4

6 PERSON SPECIFICATION ESSENTIAL 1. A minimum of 3 years experience working in a customer focused environment 2. A minimum 2 years management experience 3. Experience of working in an entertainment/ theatres environment 4. Experience of successful staff management including recruitment, appraisals, training & development and work performance. 5. Intermediate IT skills in Excel, Word and Outlook 6. Demonstrable experience in successfully meeting the needs of customers. 7. Experience in addressing and managing customer complaints and dissatisfaction. 8. Excellent written and verbal communication skills 9. Proven ability to respond positively to a pressurised environment and adopt a positive approach to problem solving. 10. In depth knowledge of relevant Health and Safety legislation 11. Proven track record in financial performance 12. Previous experience of stock and cash handling and relevant controls 13. Flexible approach to duties and working hours 14. Friendly, approachable manner DESIRABLE 1. Experience of managing volunteers 2. Management/ Supervisory qualification (NVQ Level 3 or above) 3. Formal health and safety training to an intermediate standard, e.g. Safety at Work. 4. Formal training to assist in delivery of staff training e.g. Train the Trainer 5. Working knowledge of specialist software systems (Artifax / Audience View) 6. Previous Premises License Holder / Personal License Holder 7. A willingness to undertake developmental opportunities 5

7 t Manager SALARY & HOURS OF WORK HOURS OF WORK 160 hours in any four week period. The post-holder will be required to work flexibly including weekends, evenings & Bank Holidays according to business needs. SALARY 25K per annum. Overtime payments do not apply to this post Annual Leave entitlement 25 Days plus bank holidays APPLICATIONS For more information or an informal chat please contact Fiona Brignull, General Manager To apply, please complete an application form available at watfordcolosseum.co.uk, clearly stating your interest in this post, and your view of your suitability for the role. to with the subject line Front of House Manager Post. Closing date for applications Friday 26 th February 2016 at 12noon Interviews: Successful applicants will be informed of interview slots to be held w/c 29 th February