Stratford Circus Arts Centre

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1 Stratford Circus is an incubator for young imaginations and if imagination is celebrated and nurtured it will provide the next generation of performance makers and audiences. Paloma Faith Welcome to : Woven into the cultural tapestry of London and predominantly serving the local community, Stratford Circus presents a rich and varied programme of professional theatre, music, comedy, dance, visual exhibitions and is a destination venue for local families with its inspirational children s theatre. Stratford Circus is a National Portfolio Organisation of Arts Council England and established as a charity, Stratford Arts Trust in Jan The centre offers a regular portfolio of education and training opportunities whilst supporting the ambitions of local and international artists through a variety of live platforms. Stratford Circus is committed to remaining a safe and accessible community centric venue at a time of great change for east London. As a venue built to inspire imagination and support emerging talent our creative atmosphere provides an ideal environment for learning, training and celebrating. Our modern, versatile space provides an impressive backdrop for any event and as such we hire out our spaces to artists, schools, corporate clients and promoter partners. This earned income helps to support our on-going fundraising targets. Who we are: Stratford Circus is an arts centre for innovation for arts and culture, featuring prominently in the regional, national and international environment. Stratford Circus is a venue where audiences feel welcome, that local communities are proud of and value and where people encounter great culture and performance. Stratford Circus creates high-quality, mixed art-form artistic programmes linking Stratford Circus both to its immediate communities and to other creative organisations, regionally, nationally and internationally. Stratford Circus is a hub for a creative and cultural skills development through direct engagement with young people and communities, enabling wider access, progression and career development. Stratford Circus engages with professional arts organisations and individual artists leading to the development of creative programmes and festivals, the incubation of new artistic work, and the professional development of individuals. is an Equal Opportunities Employer.

2 STRATFORD CIRCUS ARTS CENTRE DUTY MANAGER 41 hours per week (including breaks: frequent evening and weekend working is necessary with some long days as required) Holiday entitlement: 23 days per annum plus bank holidays. SCAC operates a flexible working policy including TOIL Duration: 1 year contract with a 6 month probation period Line Managed by: Front of House Manager Matrix reporting line to: Chief Operating Officer Key peer relationships: Duty Technician, Duty Catering Manager, Marketing and Communications Officer Responsible for: The daily management of the building and the events within it Reference number: SAT1606 Deadline: Send applications by 9am 4 th August 2016 to jobs@stratford-circus.com Pay scale: 20,000 Pension: will pay a 3% contribution of your salary on successful completion of 6 months probation Interview dates: Week beginning 8 th August 2016 PURPOSE OF POSITION The Duty Manager will support the FOH Manager in the day to day running of the building, providing customers with a welcoming and safe environment and a professional service. You will be responsible for the daily delivery of excellent levels of customer service, for the safety and comfort of the public, and for ensuring that all Public Entertainment Licences & Fire Regulations are strictly adhered to. You will be responsible for opening and closing the building, completing regular building checks, and ensuring the building is always safe for visitors. Duty Managers play a vital part in delivery and building presentation, ensuring the building is clean, tidy, and ready to receive customers. You will complete room set ups to specification and be on hand should visitors need any assistance, as well as staffing the reception desk and the box office facility as required. As such you will often be the first point of contact for visiting companies and room hirers, as well as contractors visiting and working within the building, answering all customer needs and enquiries, providing assistance and information in a professional manner. DM s oversee efficient service from the Front of House and Usher team, ensuring that staff are fully briefed on the day s events and that they understand and carry out their duties. DMs will support the FOH Manager in ensuring a consistently high level of customer service. DMs will lead on all events on shift, responsible for ensuring that performances in the theatre spaces run smoothly. The DM is responsible for dealing with queries or complaints from customers or users of the building, and for dealing with any operational difficulties with the support of the FOH Manager. Duty Managers are expected to act on their own initiative in carrying out their duties, within the guidelines and policies laid down. DMs - in liaison with the FOH Manager - are responsible for ensuring that all Health & Safety procedures throughout the building are adhered to, and that

3 regular checks are conducted including the fire and intruder alarm systems. The Duty Manager will play a huge role in the success of by ensuring that all customers, clients and performers receive the best possible experience. Main Duties To be a key holder for the building, both opening and/or closing the building, un-setting and setting the alarm as appropriate. DM s are on the call-out list in the event of out-of-hours emergencies. To be responsible for the safe evacuation of the entire building (members of the public and staff) in the event of an emergency, and to liaise with emergency services as appropriate. To deputise for the FOH Manager, supporting the smooth running of all FOH operations To manage the daily running of the building. To manage the FOH staff, briefing the team on the day s events, ensuring they are fully conversant with the information and requirements for their shift. To ensure the building is always in the best possible condition for clients, performers and customers. To manage live events, ensuring all are delivered to the highest possible standard and according to the contracts. To manage the Box Office operation on a daily basis. To report maintenance issues through the existing process. To liaise with Café staff regarding the scheduled programme, anticipated number of customers, access to the building, etc To liaise with the Events and Hires Manager to ensure hires are fully serviced during their stay, according to the contractual arrangement. To ensure FOH displays and all publicity materials are up to date, clean, tidy and displayed effectively at all times, within the approved time scales, and to update LED signs, Day/Night mode messages on the telephone system, etc, liaising with the Marketing Team as appropriate. General Duties Building To ensure the building opens on time To run fire drills and maintain documentation around these To ensure the building is secure upon closing To perform thorough building checks throughout the shift To comply and ensure others comply with SCAC s Health and Safety and other policies To oversee/manage the dressing rooms and backstage areas used by performers To manage the laundry requirements To manage the parking system

4 To liaise with resident and visiting companies to ensure they are fully briefed on the building procedures and fire and evacuation procedures as required To be responsible for the care and safety of all members of the public and staff who are on the premises throughout the shift Customers To meet and greet clients, external hirers, performers and customers as required To deal with customer complaints quickly, confidently, effectively and appropriately To provide appropriate support for customers with access requirements Ensure excellent customer care is provided by the FOH staff team Staff To ensure FOH staff are fully briefed on the day s events To direct staff in carrying out their duties To manage the team to deliver great service Assist with the organisation of rotas for FOH staff as required Monitor the staff s work performance through the shift Assist with training FOH in all aspects of customer care, health and safety and other procedures. Ensure correct levels of staffing, making sure everyone is working to maximum potential Assist with staff recruitment, induction and training as required Cash handling Issue and monitor floats Oversee reconciliation of monies at end of shift Prepare the relevant sales reports as required Other Complete detailed daily shift reports and other admin as required To work every other weekend as standard and evenings and/or Bank Holidays as required Attend staff meetings as required Undertake appropriate staff training and development as required Abide by and contribute to the Company s Single Equalities Policy Any other duties as required from time to time

5 PERSON SPECIFICATION You will be a person who derives great pride from a well-run, wellpresented front and back of house. You will be firm and decisive, but also flexible and diplomatic. In an emergency you are calm and quick thinking, dealing with issues without panic. You will be a great team leader, and a highly capable communicator, ensuring everyone receives the best possible service. You will be a hands-on manager who leads by example and happily supports and works alongside the FOH team in the preparation of rooms and events. Please note that manual handling is required on a daily basis. Experience and knowledge: Essential Desirable Experience of Duty Management within a live show venue Experience of liaising with a range of clientele including the general public, clients, contractors and suppliers Good understanding of health and safety legislation and how it relates to event and building management Good understanding of licensing laws and willingness to become a license holder if required Experience using Spektrix (cloud based ticketing system) Experience using Artifax (venue management software) Cash handling Qualifications and skills: Excellent customer service skills The ability to engage confidently with a wide range of people with excellent verbal and written communication skills Excellent people management, leadership and motivational skills A team player with good interpersonal skills Able to use own initiative to problem solve, to take responsibility for a situation and make quick, informed operational decisions when required Ability to multi-task and work under pressure Methodical with excellent attention to detail PC literate First Aid Certificate Personal License holder An understanding of Data Protection legislation Qualities: A customer focused approach to the role, friendly nature Pro-active Hard working, organised, practical, observant, numerate Flexible approach to duties and hours A commitment to equal opportunities An interest in SCAC and a desire to work in the arts