Front of House Manager Palace Theatre

Transcription

1 Front of House Manager Palace Theatre Job Description Person Specification April 2018 southendtheatres.org.uk hqtheatres.com The UK s premier provider of live entertainment and hospitality

2 REPORTING You will report directly to the Theatre Director. OVERVIEW OF MAIN DUTIES AND RESPONSIBILITIES: 1. Support and develop a culture of excellence in terms of guest experience. 2. Ensure a commercial and sales focus runs through the front of house operation supporting business development and growth. 3. Work with the Hospitality General Manager to develop the hospitality offering by increasing level of income through existing income streams and identifying new areas for growth. 4. Be responsible for the effective and efficient operation of all front of house areas ensuring compliance to legislation and regulations as appropriate. 5. Contribute to the achievement of front of house related financial targets as set and agreed through the budgetary process. 6. Be responsible for the successful implementation of actions as set out in the Southend Theatres Business Plan and appropriate to this department. 7. Manage, support and inspire the front of house team. 8. Recruit as appropriate selecting the best individuals to deliver business aims while adhering to group policies at all times. 9. Support all incoming companies (both community and commercial) through effective preliaison, cross departmental communication and efficient management of events. 10. Ensure all aspects of the operation take into account (where appropriate) and adhere to the group Safeguarding policy. 11. Comply with group security and cash handling procedures regarding banking, issuing and accounting of stock, commissions, facility fees and associated income. Ensure all relevant staff are fully trained and compliant. 12. Deliver a safe environment for public, staff, contractors and others in all front of house areas supported by relevant and up to date procedures and assessments.

3 13. Manage the cleaning contract being the main point of contact for the Palace Theatre. Implement a system of checks and effective communication to ensure standards are maintained. 14. Support the effective marketing of the theatre and shows by close liaison with the Marketing Team and appropriate, supportive action. 15. Ensure excellent communications are maintained throughout the Front of House Team including but not limited to shift briefings and team meeting, both of which should be informative and motivational. 16. Adopt a positive approach to problem solving, actively seeking solutions in a timely and effective manner to prevent customer dissatisfaction. 17. Under line management of the Theatre Director and 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 etc 18. Ensure maintenance issues are identified, recorded and reported using the systems provided. Assist the Buildings and Technical Team in compiling a maintenance programme for the building in liaison with the council s Building Services section. 19. Attend Management Team Meetings as required and attend or ensure Palace Theatre representation at Health and Safety Meetings. OTHER RESPONSIBILITIES Undertake evening and weekend duties as required. 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. The post holder will dress in a manner suitable to their role and as directed by senior management. Any other duties as required from time to time, taking into consideration the grade of the post and the capabilities of the post holder. This will include undertaking duties at the Cliffs Pavilion as and when deemed necessary. Undertake appropriate training and development as required.

4 This Job Description is not an exhaustive description of your duties. You will be required to adopt a flexible approach to your role and responsibilities. In particular, from time to time, you may be required to undertake such alternative or additional duties as may be commensurate with your skills, experience and capabilities. PERSON SPECIFICATION Skills and Experience ESSENTIAL A minimum 3 years experience working in a customer focused environment A minimum 2 years management experience Experience of recruitment and development In depth working knowledge of Health and Safety legislation Working knowledge of computers (Excel, Word, Outlook) Sound numeracy skills Excellent communication skills at all levels (both verbal and written) Experience in problem solving and complaint handling Self motivated Ability to prioritise tasks and effectively delegate to others Excellent organisational skills Previous experience of stock and cash handling and relevant controls DESIRABLE Experience of working in a theatres environment Management/supervisory qualification (NVQ Level 3 or above) Working knowledge of relevant software systems (Artifax, Pro Venue Max) PERSONAL Positive, enthusiastic and motivational approach to leadership. Ability to demonstrate excellent customer service and inspire others to do the same. Able to function effectively when under pressure A willingness to undertake developmental opportunities

5 Front of House Manager Palace Theatre 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: (Post holder) Signed: (For and on behalf of HQ Theatres Ltd.) Date: Date: