Front of House Assistant
Job description
Department: Front Of House
Responsible to: Theatre Management
Key internal contacts: Theatre Management, Theatre Operations Supervisors, 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. Additionally, Nimax also operates @sohoplace, a fully accessible and flexible theatre owned and developed by Nica Burns.
Our theatres currently have a combined capacity of 5,600 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 family theatre.
We are a unique, diverse, loyal 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 Assistant 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, the auditorium, and other public areas. This role mainly involves evening and weekend shifts, with each shift lasting at least 3 hours and 45 minutes.
Key duties and responsibilities
Health and Safety
- Participate in all required safety and security training, including regular drills.
- Participate in and comply with arrangements laid out in the Company’s Health and Safety Policy, and any relevant method statements, risk assessments and policies.
- Assist audience members or other building users who have become unwell or are injured, utilising trained first aiders where required.
- Conduct safety and security checks as instructed, ensuring any relevant paperwork is completed accurately.
- Provide suitable assistance, where requested, to audience members with accessibility requirements, including operation of any relevant access equipment (following suitable training).
- Follow food safety, allergen and licensing requirements across all bar and retail service areas.
Customer Experience
- Provide an excellent customer experience for every audience member, in line with the Nimax Theatres experience standards.
- Ensure the theatre remains clean and is always immaculately presented.
- Maintain up-to-date knowledge of the theatre, retail operation, and the current production to effectively direct and answer any queries from audience members.
- Proactively identify and help audience members who require assistance. Resolve minor issues and complaints, ensuring that more serious matters are escalated to supervisors or management.
- Conduct accurate and thorough ticket checks and re-seat patrons to alternative seats as directed by the theatre Box Office.
- Seat audience members who arrive late discreetly, and in line with the guidelines of the current production.
- Monitor the auditorium throughout the performance to ensure audience members are safe, that the current production’s filming and photography policy is adhered to, and that any disruptions are kept to a minimum.
- Assist any audience members needing to leave and re-enter the auditorium during the performance, ensuring their safety and minimizing disruption.
- Assist Theatre Management with any functions, events and VIP visitors when necessary.
Retail
- Proactively sell drinks, confectionery, programmes, ice cream and merchandise to audience members, to enhance customer experience.
- Ensure sales areas are always presentable, well-stocked and merchandised as instructed.
- Make audience members aware of any current promotions and upsell where appropriate.
- Ensure all sales are accurately processed through the relevant EPOS system (till, card machine).
General
- Assist in the ongoing training of new staff members, as requested by Theatre Management.
- Carry out any other duties as reasonably requested by Theatre Management.
- Adhere to all Company policies and procedures outlined in the Staff Handbook and contract of employment.
This job description is not an exhaustive document but reflects the current position and details may be changed from time to time. The post-holder will be required to carry out any other duties as may be reasonably requested consistent with their job title and status.
Person specification
Essential
- Confident delivering excellent customer service to all
- Engaging, welcoming and well-presented
- Works calmly under pressure
- A willingness to work evenings and weekends
Desirable
- Experience of hospitality work
- Experience following health & safety procedures
- Previous experience using till systems
- Experience working with customers who have various accessibility requirements
The closing date for applications is Wednesday 24th June.
We reserve the right to close the application process early if we receive a very high number of applicants so interested candidates should please apply asap. If you have not heard from us within 14 days of the deadline, please assume you have not been successful on this occasion.
Any offer of employment will be subject to the receipt of satisfactory references.
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.
