HOUSE SERVICES MANAGER. Our Vision To be the best theatre company in Australia and lead the cultural conversation.

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1 POSITION DESCRIPTION HOUSE SERVICES MANAGER Company Profile Our Vision To be the best theatre company in Australia and lead the cultural conversation. Our Mission To create excellence in all forms of theatre with imagination and passion in order to entertain, challenge and inspire audiences. About MTC Melbourne Theatre Company is one of Australia s flagship performing arts companies and has been enriching lives through the storytelling power of the finest theatre imaginable for over 60 years. Under the leadership of Artistic Director Brett Sheehy AO and Executive Director Virginia Lovett, MTC produces classic and contemporary Australian and international theatre. MTC produces an annual subscription season of up to twelve productions plus an extensive Education and Families Program; a Women in Theatre Program; a multicultural artists program (MTC Connect); regional, national and international tours; and regularly collaborates with companies and artists from the independent and small-to-medium sector through NEON NEXT and other initiatives. MTC employs almost 500 artists and industry professionals each year (with approximately 97 staff on an ongoing basis), producing over 600 performances a season. It has a subscriber base of almost 20,000 people, with more than 200,000 attendances to its productions annually. MTC is a semi-autonomous department of the University of Melbourne. Southbank Theatre is located in the heart of Melbourne s Southbank Arts Precinct. Each year around half of the mainstage season is performed in the 560-seat Sumner, with smaller-scale works and other activities in the 150-seat Lawler. The balance of the mainstage season is staged at nearby Arts Centre Melbourne s 882-seat Playhouse and 376-seat Fairfax Studio, with the four theatres enabling MTC to present works of a wide variety and scale. Purpose of the Position The House Services Manager is responsible for the delivery of courteous, professional and flexible customer services to all audiences and other users of Southbank Theatre. This is achieved by management of the House Services team, consisting of House Supervisors, House Attendants and Function Attendants. In conjunction with the Bar Manager, the House Services Manager also manages the Bar Team, consisting of Bar Supervisors and Bar Attendants. All House and Bar staff are multi-skilled and expected to provide consistently high levels of service across all customer-contact areas. The role is responsible for the recruitment, selection, training, rostering and motivation of the House Supervisors and Attendants in order to meet all customer service needs in the most efficient and effective manner. Page 1 of 5

2 The House Services Manager is also responsible for addressing the Front of House operational requirements for venue activity by maintaining key relationships with internal and external stakeholders. These stakeholders include MTC and Southbank Theatre commercial partners, other arts organisations, venue hirers and other MTC departments. The House Services Manager is also required to develop a full knowledge of all building management systems and procedures. Responsibilities Including but not limited to: Staffing Provide leadership and motivation of House Services and Bar staff Oversee the recruitment and training of House Services staff at Southbank Theatre and work closely with the Bar Manager on the recruitment and training of Bar staff Manage the various roles within the House Services department and work closely with the Bar Manager on the management of Bar staff Work closely with the Bar Manager on the rostering requirements for House Services & Bar departments Communication Work closely with the Theatre Operations Director, Bar Manager, Production Services Manager and Building Services Manager to ensure venue activities are communicated clearly and activity requirements are met. Liaise closely with the Bistro Manager in relation to venue activity and Bistro Operations. Liaise with Ticketing Manager and Box Office Supervisor in relation to Box Office activities in the Theatre Customer Service Ensure that customers receive friendly, professional service at all times Be fully conversant with all customer service requirements for each performance and at other times when the Theatre is open, and ensure they are met Respond to patron requirements and feedback in a timely manner Work closely and co-operatively with external hirers of the Theatre and ensure their requirements are met Relationships Work with various MTC Departments on projects such as MTC s Access policies, signage and human resource policies & procedures Create and maintain strong relationships with other precinct organisations Operations Work with the Theatre Operations Director and Bar Manager to produce and review House Services and Bar policies, procedures and records Page 2 of 5

3 Report venue maintenance requirements to the relevant personnel Be the first point of contact for all Front of House operations relating to MTC productions and other events and activity and also relating to the production activity of external hirers. Comply with requirements of the Occupational Health and Safety Act and Regulations and MTC s Environment Health and Safety policies and practices, for the safety of the public, yourself, all customer service staff and other colleagues Assume responsibility for the safety of patrons and staff while in Southbank Theatre Manage the House Services EHS reporting requirements and oversee the management of the Bar EHS reporting requirements as coordinated by the Bar Manager Work in conjunction with the Bar Manager on the reconciliation of cash received, sales and stock inventory in relation to the Foyer bars and merchandise and programme sales Ensure public facilities are well presented and appropriately signed at all times. Work with the Building Services Manager on the installation and display of venue signage Liaise with the Building Services Manager on furniture requirements in the foyers and function spaces for specific events Participate in the Emergency Planning Committee in maintaining the Emergency Response Plan for the building. Ensure FOH staff are fully trained in the ERP. Ensure FOH staff are suitably trained in the provision of First Aid services. Deal with and report all serious incidents and events to the appropriate manager or director in a timely fashion Maintain all reports, documentation and record-keeping as required Fulfil the role of House Supervisor for occasional rostered shifts and if staffing shortfalls require. Skills & Attributes Demonstrated successful experience of 5 years or more in a complex, multi-faceted customer service environment Preference will be given to people with front of house experience Preference will be given to people with venue operations experience Genuine interest in and knowledge of theatre Enthusiasm and a passion for delivering first class customer service Excellent planning, organisational, communication and interpersonal skills Aptitude for quick, creative thinking, problem solving and decision- making Personable and engaging verbal communication style High level of IT literacy and experience in Microsoft Office Disciplined and resourceful; able to work effectively within budget constraints A highly effective manager, proactive and flexible, with maturity, warmth and openness as key personal traits. Page 3 of 5

4 Key Relationships The House Services Manager reports to the Theatre Operations Director and works directly with the Bar Manager, Production Services Manager, Building Services Manager, Ticketing Manager, Box Office Supervisor, Finance Director and Marketing Campaign Manager. The staff managed by the House Services Manager includes a team of casual House Supervisors and House and Function Attendants. In conjunction with the Bar Manager, the House Services Manager also manages a team of casual Bar Supervisor and Bar Attendants. As the House Services Manager must have a detailed knowledge of the activities at Southbank Theatre in order to fulfil their responsibilities, they must show initiative by communicating with MTC personnel as needed to obtain the information necessary to discharge their duties effectively. Environment Health & Safety All MTC staff must: Take active care of their health and safety and that of all other staff and contractors. Follow all EHS policies and procedures covered in this manual and adopt work practices that support EHS programs Report all hazards, accidents, incidents (including near misses) and issues to their supervisor or EHS representative using the applicable form. Not interfere with, remove, or displace any safety guards, safety devices or protective equipment. Wear personal protective equipment as provided. Complete the required staff induction training and other EHS training as required. All managers/department heads must: Be responsible for the day-to-day management of EHS issues Ensure adequate consultation with MTC staff and contractors regarding EHS Implement MTC s EHS policies and procedures, and the annual EHS scheduled requirements Follow all agreed procedures in consultation with staff Ensure that all new staff or contractors receive induction EHS training prior to commencing any new work practices or using new equipment Participate in regular workplace inspections and ensure that required changes are implemented within the required timeframe Maintain appropriate records as required under the University of Melbourne s Safety Mapping program and Audit process. Investigate all reported incidents and develop plans to prevent a similar occurrence Participate in safety meetings (where applicable) and other safety programs Apply appropriate return to work and injury management within their section Conditions MTC is an equal opportunity, smoke-free, family friendly employer and a dog friendly workplace. Page 4 of 5

5 The position is a full-time role offered on an ongoing basis. Hours will ordinarily be 37.5 across the week and include a requirement to work occasional evenings and weekends. Conditions include annual leave loading, 10% superannuation, an in-house subsidised canteen and complimentary theatre tickets. Access & Inclusion MTC is an Equal Opportunity Employer committed to providing a safe working environment. We embrace and value diversity and inclusion in the workplace. Diversity includes all the ways in which employees differ, and the valuable contribution that all of these differences bring to the Company. MTC encourages applications from Aboriginal and Torres Strait Islander people, people with diverse cultural backgrounds and people with disabilities. It is our policy to consider reasonable adjustments for qualified applicants with disabilities. Version Control Revision Date: Document Owner: Status: Author: Authorised by: File Path: August 2018 Human Resources Final Theatre Director Executive Director Z:\HR\Recruitment\0 House Services Manager 2018\House Services Manager PD 2018.Docx Page 5 of 5