Hospitality Manager. Job Description Person Specification. becktheatre.org.uk hqtheatres.com. April 2016

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1 Job Description Person Specification April 2016 becktheatre.org.uk hqtheatres.com The UK s premier provider of live entertainment and hospitality

2 JOB DESCRIPTION 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 Beck Theatre is managed by the Theatre Director, Louise Clifford. LOCATION OF BUSINESS HQ Theatres & Hospitality Limited has its headquarters office in Drury Lane, London. The post holder will be based at the Beck Theatre. The post holder s approved travel and other out-of-pocket 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 JOB DESCRIPTION REPORTING The Hospitality Manager reports to the Theatre Director. The Assistant Hospitality Manager, Chef and Casual Hospitality Assistants report to the Hospitality Manager PURPOSE OF THE POST The Hospitality Manager will efficiently and effectively running the Beck theatre s Hospitality department as a customer-focused proactive operation which maximises all income opportunities; supervising in line with set procedures; and playing an active role in the duty management team. ACCOUNTABILITIES Key Accountabilities of the Post are to: Contribution to the efficient running of the catering operation in accordance with the The Beck Theatre s procedures and policies. With the Theatre Director, preparation and development of annual and periodic budgets for the operation, so as to meet the overall catering business targets. Ensure that all events, menus, beverages and confectionary are accurately costed, priced and regularly reviewed to ensure the cost of sale percentage and gross margin is achieved within budget. To maintain up to date and accurate stock control records, complete regular stock checks, record wastages, ensure the security and rotation of stock, that effective and secure cash handling procedures are in place, in order to deliver budgeted gross margins. Investigation of shortfalls or overspends against target, and development of agreed measures to rectify variations, so that overall budgetary targets are realised. In conjunction with the Sales & Marketing Manager, preparation and execution of a comprehensive annual marketing plan. Timely production as required of periodic business forecasts, commentary and supporting documentation. To identify and implement, with reference to the Theatre Director, any new areas of business likely to enhance the profitability of the theatre and to provide an innovative modern, inspired and stylish Hospitality service. Via the creation of effective systems, ensuring maximum conversion of all enquiries is achieved. To maintain the highest standards of service and customer care throughout the theatre, in order to foster good relations and to provide support, advice and assistance whilst ensuring excellent service standards are met. Attend all necessary meetings as required and participate in training and development so that you can undertake any front of house role in the Hospitality department to ensure the smooth running of the operation at all times. 2

4 To ensure that all catering employees adhere to all statutory and regulatory requirements (including licensing, HACCP & COSHH) whilst maintaining all hospitality equipment to the highest standard, along with the cleanliness of the catering areas to ensure the under pinning of the venues operation, to ensure that HQ Theatres is fully protected at all times. Ensure all operations adhere to relevant legislation, regulatory and legal obligations and licensing conditions including but not limited to Health and Safety Regulations, Food Safety Management Systems, Public Entertainment Licence and Disability Discrimination Act Adherence to all Group and Theatre Health & Safety at Work procedures, practices and paperwork, to minimise the risk of injury and accidents, personal and to others. This job description is current at the date shown above. In consultation with you, it is liable to variation by management to reflect or anticipate changes in or to the job. OTHER DUTIES AND RESPONSIBILITIES Ensure adequate staffing levels are maintained in all areas and that staff are well-motivated, fully briefed and trained to maximise income opportunities and thus support of the achievement of Beck Theatre s business and service policies and targets. Ensure that all Hospitality staff receives a thorough induction and complete all relevant paperwork. Monitor and develop a comprehensive staff training plan to ensure continuous service and business improvement. Recruitment, training, and performance development and monitoring (including setting and monitoring of personal targets) of all direct reports, so as to ensure their full contribution to the achievement of the business and service targets To make up part of The Beck Duty Management team in order to directly supervise a proportion of events and theatrical presentations, including daily banking and working with the volunteer team. Where appropriate undertake responsibilities as a key holder of the building ensuring smooth and safe daily operations are maintained. To maintain the uniform that has been provided to an appropriate standard that will represent the theatre in a positive and professional manner. Other related duties as may from time to time be reasonably required by the Theatre Director. 3

5 PERSON SPECIFICATION ESSENTIAL Articulate with excellent communication skills. The ability to perform well as part of a team. Follow instructions and carry out delegated tasks accurately, effectively and within given time frames. Ability to interact with customers in a professional, courteous and positive manner. A proven track record demonstrating reliability and good time keeping. Computer literacy and familiarity with Microsoft Office. Ability and willingness to work on a rota system including evenings, at weekends, and on Bank Holidays as required. DESIRABLE Experienced in Cellar Management. Food Hygiene Certificate. Experience with cash handling procedures. Previous experience in a busy customer service environment. Empathy with the arts and entertainment business. 4