FRONT OF HOUSE DUTY MANAGER JOB DESCRIPTION PERSON SPECIFICATION

Transcription

1 FRONT OF HOUSE DUTY MANAGER JOB DESCRIPTION PERSON SPECIFICATION April 2014

2 INTRODUCTION HQ THEATRES is a division of Qdos Entertainment plc. Qdos Entertainment plc Chaired by Nick Thomas, Qdos Entertainment plc, the company he created in 1986 is now one of the largest, broadestbased entertainment Groups in the UK. Focused on family entertainment and traditional values, the Group has grown both organically and through a steady buy and build strategy focusing on businesses that complement the original model, managed by a coherent holding company. The company has four main trading divisions: HQ Theatres (including HQ Hospitality); Qdos Pantomimes; The Entertainment Division (TED) Ltd; and talent agency International Artistes. HQ Theatres Limited HQ Theatres Limited is the UK s second-largest regional theatre operator. The portfolio includes Cliffs Pavilion Southend, The Palace Theatre Westcliff, The Swan Theatre High Wycombe, The Wyvern Theatre Swindon, The Beck Theatre Hayes, The White Rock Theatre Hastings, The Orchard Theatre Dartford, The Colosseum Watford, G-Live Guildford and The Lyceum Theatre Crewe. HQ Theatres manages a year-round programme of popular entertainment in its venues. The company is currently undergoing an exciting phase of expansion and aims to continue to deliver first-class live entertainment and an exceptional experience for all theatregoers. HQ Hospitality Limited is the company s commercial catering arm, which services HQ Theatres banqueting suites, restaurants, bars and coffee shops. HQ THEATRES LIMITED (including HQ HOSPITALITY LIMITED) SENIOR MANAGEMENT STRUCTURE Chairman Joint Managing Director, HQ Theatres Joint Managing Director, HQ Hospitality Business Co-Ordinator Derek Nicholls Stuart Shanks Julian Russell Tom Stickland

3 REPORTING The Front of House Duty Manager reports directly to the Front of House Manager, Cliffs Pavilion. FRONT OF HOUSE DUTY MANAGER JOB DESCRIPTION PURPOSE OF THE POST To assist and, as required, deputised for the Front of House Manager, delivering a consistently safe, efficient and high standard of service to patrons and visitors, maximising income potential, achieving our Service Standards and ensuring licensing and health and safety regulations are adhered to at all times. MAIN DUTIES AND ACCOUNTABILITIES Key Accountabilities of the Post are to: 1. Undertake daytime, evening, weekend and Bank Holiday duties as rostered, adopting a flexible approach to business requirements and deputising for the Front of House Manager as required. 2. Supervise the Front of House Team in accordance with operational demands, ensuring they adhere to and deliver our Service Standards at all times. 3. Brief the Front of House team on specific performances, content and related procedures, ensuring they are fully conversant with the information and requirements for their shift. 4. Ensure all Front of House areas are kept clean and tidy and that daily pre-show and building checks are carried out in accordance with theatre procedure with particular emphasis on safety, cleanliness and presentation. 5. Ensure excellent customer care is a priority and adopt a positive approach to problem solving to resolve issues in a timely and satisfactory manner. 6. Ensure staff comply with Southend Theatres dress code. 7. Support and contribute towards excellent communication throughout the Front of House Team. 8. Liaise with the Duty Porter, ensuring they carry out their duties according to the shift requirements. 9. Assist with casual staff recruitment, induction and training as and when required, under the direction of the Front of House Manager and the HR & Administration Manager. 10. Work with the Front of House Manager to maximise upselling and income potential in secondary spend areas, contributing to the review and monitoring of product mix and pricing, ensuring Front of House staff maintain a sales focus at all times.

4 11. Assist and liaise with the Marketing Team to ensure all publicity and marketing material is displayed effectively. 12. Comply with financial procedures regarding the issuing and accounting of stock, commissions, facility fees and associated income. OTHER DUTIES AND RESPONSIBILITIES 1. Undertake Deputy or Assistant Front of House Manager duties at the Palace Theatre, as and when business needs require. 2. Dress in accordance with the Southend Theatres uniform policy. 3. Attend staff meetings as required. 4. Undertake appropriate staff training and development as required. 5. Any other duties as required from time to time taking into consideration the grade of the post and capabilities of the employee in HQ Theatres service. 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: Date: (Post holder) Signed: Date: (For and on behalf of HQ Theatres Ltd.)

5 ASSISTANT FRONT OF HOUSE MANAGER PERSON SPECIFICATION A minimum of two years experience working in supervisory capacity in a customer focused environment Previous experience working in a theatre environment (preferable) Supervisory qualification to NVQ Level 2 or higher (preferable) Experience in customer problem solving and complaint handling A professional, friendly and approachable manner Self-motivated and able to work effectively without supervision Able to lead and direct a team of staff Able to work in a calm, courteous and professional manner at all times and when under pressure Sound numeracy skills Good working knowledge of IT (Excel, Word, Outlook). Excellent verbal and written communication skills An understanding of relevant Health and Safety legislation An understanding of licensing requirements (preferable) A flexible and positive attitude towards Southend Theatres front of house operations and its business requirements A positive attitude towards learning and personal development Willing to work to meeting programming requirements, including evenings, weekends and bank holidays as required Willing to conform to dress code LOCATION OF BUSINESS HQ Theatres Limited has its headquarters office at Drury Lane The Post-holder will be based at Southend Theatres Ltd. 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.