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Front of House Manager

Reports to: Senior House Manager

Salary: £27,413.60 per year

Contract: Permanent, Full time 40 hours per week

Benefits: 28 days annual leave (inclusive of Bank Holidays; Pro Rata); contributory pension & great ticket offers

A team of Front of House Managers lead the customer service in our public spaces and auditoriums ensuring our buildings are safe and in tip-top condition. Each Manager has some specific responsibilities whilst working in Collaboration across the Theatre Royal Plymouth teams and with visiting artists and companies is vital.

Inclusion and Diversity

We are committed to cultivating a culture of inclusion at TRP with a workforce, participants and audiences that reflect the diversity of the communities we serve.

The collective power of each team member’s life experiences, knowledge, innovation, self-expression, and talent creates the very best environment for us to achieve our ambitions and lead the sector.

In recruiting for our team, we recognise the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation, and beliefs.

To apply

We are happy to receive either a TRP application form or a combined CV and Covering Letter in application.

Closing Date – Tuesday 16 May at 09:00

1st Interview Date – W/C 22 May

2nd Interview Date – W/C 29 May

The Role

Here is an overview of what you would be doing:

Duty Management:

• Ensure a consistent, welcoming customer experience for all customers whether they enter through the front doors, stage door, TR2 or off-site locations, recognising that customers include (but not limited to) patrons, participants, visiting companies, artists, creatives, contractors, colleagues and volunteers.
• Be accountable for the presentation and upkeep of front of house and back of house areas during opening hours, carrying out regular checks and ensuring defects are reported and rectified in a timely manner.
• Ensure that the appropriate level of information, access and welfare is provided to all visitors.
• Participation in the Duty Management rota at TRP and other programmed venues ensuring a highly visible presence for our patrons and visiting companies.
• Undertake specific responsibilities for House teams developing good communication and relationships with other members of both the House team and across the Theatre.
• Completion of Departmental administration and reports including legal and licensing requirements.
• Lead the formulation and implementation of customer service training that establishes and maintains an industry leading standard of customer service.
• Ensure effective recruitment, induction and development of team members including volunteers so that the House teams are motivated and efficient.
• Manage departmental budgets within agreed accounting deadlines including reporting and forecasting.
• Follow-up and respond to complaints and feedback in a timely manner amending behaviours and practices where possible to improve customer service.
• Prepare and update risk assessments ensuring team members have understood their importance.
• Comply with licensing, health & safety legislation, security, fire and emergency procedures and all Theatre Royal policies.
• Assist the Head of Visitor Experience in achieving licensing objectives of responsible service of alcohol, allergen legislations and basic food hygiene practices.
• After appropriate training, you will act as an Incident Controller to contribute to safeguarding, first aid, risk assessments, security, and fire warden duties.
• Prepare for and represent the House team at internal and external meetings communicating content and action points where appropriate.
• Following training and certification, Act as a First Aider.
• Fully understand the fire evacuation procedure and assist with fire drills and training sessions to ensure that team members are trained.
• Liaise with other teams to open and close the building.
• Manage floats, payment procedures, sales reconciling, banking and supporting administration throughout the retail operations.
• Raise stock purchase orders and ensure deliveries are checked.

Specialism - Rota’s & Scheduling:

You will need to have the ability to use your own initiative, prioritising your workload to meet the changing needs of the department. You will be flexible, excellent at problem solving and adaptable with excellent IT skills.

The overall purpose of the role is to coordinate and allocate team members, and manage all Front of House team rota’s.

Whilst working in collaboration with other colleagues and managers across Theatre Royal Plymouth, and more specifically Front of House (Visitor Experience) you will be:

• Planning effective day to day cover according to booking requirements and providing solutions to accommodate last minute requests.
• Scheduling team members and allocating them appropriately based on shift times, geographical locations, travel times and technical or personal expertise required for the role.
• Managing team annual leave and sickness absences and maintaining accurate records, along with the relevant line Managers.
• Supporting and providing administration and documentation support pertaining to training, work performance, financial and HR aspects.
• Booking additional staff requirements with internal or external stakeholders as and when required.
• Communicating effectively with other departments and service providers, creating a ‘one team’ approach to delighting our visitors.
• Adopting a flexible and adaptable approach at all times when dealing with ad hoc duties as required.
• To have an understanding and oversight of all departmental budgets, ensuring that we keep within the agreed budget and spend.
• Liaise with staff on a regular basis to obtain their availability.

The Person

Our Values are at the heart of everything we say and do, and our people demonstrate these values in every aspect of their work. To be successful in this role, you should be able to demonstrate the following skills, experience and behaviour in line with these values.