Front of House Duty Manager

Transcription

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

2 Front Of House Duty Manager 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 White Rock Theatre is managed by the Theatre Director, Lorna Hollister LOCATION OF BUSINESS HQ Theatres & Hospitality Limited has its headquarters office in Drury Lane, London. The post holder will be based at White Rock Theatre Hastings. 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 Front Of House Duty Manager JOB DESCRIPTION REPORTING Hospitality General Manager PURPOSE OF THE POST With a strong customer focus, maximise the profitability, service and presentation of the theatre through the effective management of staff, inventory and administrative resources. Ensure a safe environment for all staff and visitors within the theatre by observing and implementing the company s Health and safety Policy. ACCOUNTABILITIES In conjunction with the HGM & DHM, maintain the highest standard of service across the whole theatre by initiating, preparing and co-ordinating customer service initiatives. To establish a visible and accessible management profile throughout the theatre when Duty Managing, in order to foster good relations and to provide support, advice and assistance to staff, producers, artists and visitors. Working as part of the Duty Management team to act as the first point of contact for all patrons by ensuring there is a visible Duty Management presence on all incoming, intervals and outgoing. Supervise shows, conferences, weddings, corporate events, & White Rock events when needed to. Perform any additional duties not unreasonable for your post or the expansion of the business. DUTIES AND RESPONSIBILITIES Be the first point of call for any customer complaints and to deal with these in an effective manner and to forward onto DHM if unable to deal with. To brief staff pre-show with all the required information. To ensure the integrity of stock and cash within the theatre. To arrange merchandise in accordance with set procedures. To cash up all tills post show and correctly balancing cash figures. To accurately report the Hospitality spend for the performance on daily banking sheet making sure to categorise the income into correct product lines. To accurately report the FOH spend per head on daily banking sheet. To ensure employees are aware and adhere to the cash handling procedures. To pay particular attention to areas of maintenance likely to cause accidents such as loose or worn carpet, torn lino or loose handrails, filling in the maintenance form. To assist the Hospitality General Manager in liaising with maintenance contractors and service providers. To fully understand and adhere to the fire evacuation procedures. To ensure the Company s Health and Safety Policy is fully promoted and arrangements have been made for carrying out the policy. Resolve Health and Safety issues raised by staff and if necessary liaise with the Company s Health and Safety Officers. 2

4 Job Description Ensure that all lost time, accidents and dangerous occurrences are recorded, investigated and submitted for analysis. In the case of major accidents (as defined by RIDDOR) ensure that the appropriate enforcing authority is informed and that all reports are presented to the Theatre Director. Co-operate with any Enforcement Officer who may visit the premises. Ensure adequate first aid arrangements. Ensure adequate arrangements for fire protection, fire fighting and escape drills etc. Participate fully in the Theatre s Health and Safety Committee. Any other duties as required from time to time, taking into consideration the grade of the post and capabilities of the employee. 3

5 Person Specification PERSON SPECIFICATION Well presented professional with experience within a similar style of operation. Demonstrable experience of applying flair and innovation to create an overall customer experience. An excellent communicator. An excellent understanding of business, particularly with regard to up selling and the importance of hitting targets. An excellent motivator and team player used to managing a team, ensuring they deliver a first class service with the expected financial results. An exceptional passion for the leisure and hospitality sectors. Desirable Proven ability to drive change. Previous supervisory experience. Manual handling training. First Aid training. Personal Willing to work flexible hours as mostly weekend, Bank Holiday and evening work is required 4