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Theatre Usher

(Front of House Performance Staff)

Job description

Job title: Front of House Performance Staff

Reports to: Theatre Management

Key internal contacts: Customer Experience Manager

Theatre Supervisor

Retail Supervisor

Bar Supervisor

Box Office

Stage Department

Electrics Department

About Nimax Theatres

Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London’s West End –

the Apollo, Duchess, Garrick, Lyric, Palace and Vaudeville.

Our theatres currently have a combined capacity of 5,000 seats and, in addition to hosting some of the UK’s most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts and children’s theatre.

We are a unique, diverse, loyal, family team founded on respect. We are here to put on great shows that people want to come and see, and deliver a fantastic experience in beautiful buildings.

About the role

The Front of House Performance Staff is fundamental to the smooth operation of our theatres and bars, ensuring all customers have an enjoyable experience and are inspired to return. Successful candidates will be trained to serve customers in the bars, in the auditorium and in other public areas.

The Front of House Performance Staff role is primarily evening and weekend shift work with shifts being approximately 3.75 hours each. Front of House Performance Staff will be required to commit to 8 shifts a week, often with multiple shifts in a day.

The basic rate of pay for this role is £10.84 per hour.

Key duties and responsibilities

• Welcome - to actively engage with customers to make them feel expected, welcome, important and comfortable, providing a customer experience excellence.
• Helpful - to observe, listen and react to the customer’s needs, making each experience as easy and enjoyable as possible.
• Accountable & Consistent - to take responsibility for the success of the customer’s Nimax experience and to deliver this experience consistently, playing an active role in the health, safety and security of the customers, staff members and theatre.
• Compliance – to comply with all licensing regulations.
• Revenue – to actively increase revenue through retail sales.

Customer Experience

• Comply with the Nimax Theatres experience standards to provide a customer experience excellence for every customer.

• Ensure the theatre remains clean, hygienic and is immaculately presented at all times.

• Conduct safety checks and security checks as instructed.

• Understand that customers have questions and be knowledgeable about the theatre, retail operation and current production in order to answer them.

• Proactively direct customers to the auditorium, toilets and bars. Make announcements or provide other information as directed. Re-seat customers as directed by the theatre box office.

• Proactively help customers in need of assistance. Resolve minor complaints or issues referring more serious matters to the duty manager.

• Conduct ticket checks. Help customers locate their seats. Seat latecomers quickly and discreetly at the times prescribed.

• Together with the theatre box office, resolve double bookings and other seating issues to ensure no customer’s visit to the theatre is unduly disrupted.

• Monitor the auditorium during the performance ensuring the audience members are safe, that the producer’s filming and photography policy is adhered to and that disruptions are kept to a minimum.

• To assist customers who have had an accident or who become unwell; seeking the assistance of trained first aiders.

Health and Safety

• Participate in all required safety and security training and drills.

• Participate in and comply with arrangements laid out in the Company’s Health and Safety Policy and other related method statements, risk assessments and polices.

• Participate in and comply with arrangements laid out in the Theatre’s Fire Risk Assessment and Evacuation Plans including training and rehearsal drills.

• Participate in and comply with arrangements laid out in the Company’s Health and Hygiene manual.

• Participate in the theatre’s cleaning and sanitizing procedures.
• Adhere to all Covid 19 related procedures.

Retail Programme

• Prepare bar and retail point of sale positions in line with hygiene and merchandising standards.

• Proactively sell retail products to customers, with the goal of improving the customer’s experience.

• Make customers aware of any current promotions at the time of sale.

• Record all sales transactions in the designated electrical point of sale (till) system.

• Prepare any pre-ordered items or drinks purchased via an app, website or similar.

• Be fully knowledgeable about the entire range of products on sale, including individual portions in cocktails or specific allergen causing ingredients.

• Ensure that service areas, equipment, cellars and stock rooms are clean and hygienically sanitised.

• Participate in all stock control processes; stock rotation, stock counting, stock deliveries, stock transfers, and stock to sales reconciliation.

Legal

• Ensure that the Company complies with the law in respect of licensing, trading standards and weights and measures act, as per the ‘Authorisation to Sell Alcohol’ paperwork.

General

• Provide reasonable adjustments for access patrons as instructed by the duty manager, including operating any access equipment.
• Assist Theatre Management with any functions, events, VIPs etc. as and when necessary.
• Assist in the on-going training of new members of staff.
• Any other duties that may reasonably be required as directed by the duty manager.
• Comply with the Company’s dress code.
• Actively work to reduce waste through environmentally conscious working practices.
• Adhere to all Company policies and procedures outlined in the staff handbook and employment contract.
• The Company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive and exhaustive statemen

Person and ability specification

Essential

• Ability to work 8 shifts a week
• A willingness to work evenings and weekends
• Ability to work face to face with diverse customers in a confident way
• Engaging and welcoming
• Remains calm when working under pressure

Desirable

• Experience of hospitality work
• Ability to follow health and safety procedures
• Ability to work on a till
• A good listener with an ability to be easily understood by others
• Ability to clean and sanitize your surroundings
• Adaptable and proactive
• Experience working safely while manual handling
• Experience of working with customers with various access requirements

PLEASE NOTE: We are running our recruitment processes for these positions on a 4 weekly rolling basis. Therefore if you do not hear from us within 4 weeks of applying and you'd still like to be considered please re-submit your application for re-review.

Nimax Theatres Limited is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for employees, job applicants and customers alike. We actively encourage job applications from all backgrounds.