Job title: Deputy Front of House & Operations Manager
Reporting to: Senior Manager - Front of House & Operations
Responsible for: Duty Managers; Box Office, Volunteer Ushers; Housekeeping; Café, Bar & Kiosk staff
Key relationships: Customers; Box Office staff; Marketing, Technical, and Business teams
Job Purpose
To fully participate in the on-going efficient and effective management of Front of House (FOH) operations ensuring that customers of the Torch Theatre (the Torch) enjoy a warm and friendly welcome through excellent customer service and in complete safety at all events.
Key Responsibilities
Managerial
1. To act, as directed by the Senior Management Team (SMT), as Duty Manager for shows, films and other events during the day, evenings and weekends, in line with Torch policies and our varied programme and as detailed in the FOH Duty Manager job description.
2. To be an effective and efficient manager of the Duty Managers, Volunteer Ushers, Box Office, Housekeeping, Café, Bar & Kiosk staff, ensuring compliance with all applicable Torch policies and procedures.
3. To be responsible for completion of the volunteer Usher rota.
4. To comply with the Health & Safety policy and to support the SMT to maintain effective procedures and training for Duty Managers, Box Office, Volunteer Ushers, Housekeeping, Café, Bar & Kiosk staff, to ensure that all Health & Safety requirements are met. To support and carry out timely and safe evacuations of the Torch buildings.
5. To comply with the appropriate requirements of the Torch Staff Performance Appraisal System.
6. In their absence, to deputise for the Senior Manager – Front of House & Operations.
Functional
1. To maintain a friendly and safe environment for all Torch visitors.
2. To fully support the Senior Manager – FOH & Operations with the implementation of the Torch’s access programmes and all other policies specific to FOH activities.
3. To support, as required, Senior Manager – FOH & Operations with annual reviews of FOH procedures and requirements, including risk assessments and evacuation procedures to raise standards and to ensure that legal requirements are maintained.
4. To fully support the FOH Manager and SMT in their role as Torch Licence Holder and Designated Premises Supervisor ensuring that the Torch meets its legal obligations under the terms of the premises licence issued by the Local Authority.
5. Take responsibility for ensuring the highest standards of customer care in all aspects of the service to the public through effective procedures and open communication.
6. To deal appropriately with all comments and points raised by the public in FOH areas and follow up these points with either immediate action or in consultation with senior management.
7. Provide support to personnel and customers to facilitate the use of access tools including: audio description, sign language interpreting and other special facilities
8. Work enthusiastically with all other departments and proactively contribute to the Torch
9. Liaise with all staff providing FOH services including Youth & Community, Business, Marketing, Finance, Box Office, Café, Bar & Kiosk to create a seamless service for a positive and enjoyable visitor experience, including working in the different areas at busy times.
10. To support the Technical team with the projection of films, as required.
Organisational
1. Liaise with technical and touring staff to meet advertised show times and provide merchandise or programme sales where appropriate
2. Ensure that FOH areas (including the Kiosk) are kept clean, tidy and presentable and that backstage facilities (dressing rooms, Green Room) are suitably prepared for visiting artists and to assist Café Torch in setting up all conference and catering events.
3. Lead by example by providing excellent customer care standards
4. Supply management and other relevant persons with a show report at the end of all performances or events
5. Undertake the final security check of the premises as required at the end of shift
6. Lead and organise Volunteer Ushers, Box Office, Housekeeping, Café, Bar & Kiosk staff to maintain excellent customer care standards through advanced planning, regular training and effective recruitment – especially of new volunteer ushers.
7. Participate in regular briefing and planning meetings with the Senior Manager – FoH & Operations
8. Support the SMT working in partnership with the Technical team, with day-to-day responsibility for fire/intruder alarm systems and other mechanical equipment including service and maintenance contracts.
9. Be proactive in a way that relates to the Torch’s role as a major creative organisation in Wales.
The following responsibilities apply to all Torch staff:
- Participating actively in the life of the Torch
- Contributing actively to the Torch’s education work; being available for the purposes of workshops, talks and demonstrations and support those on work experience
- Complying with the Torch’s staff handbook including the Equal Opportunities and Health and Safety policies and GDPR/Data Protection requirements at all times
- To attend meeting/rehearsals as required
- Carrying out administrative work generated by the above activities
- Undertaking other duties as may be reasonably required
In order to support the work of the Torch all staff have to adapt and respond to the changing needs of the organisation. This has an impact on each and every role, therefore flexibility is key and the ability to respond to change, shift responsibilities and work collaboratively underlies the approach all staff need to take. This job description is non-contractual and it defines the key characteristics of the work required of this role, but you will be required to carry out other duties when necessary, therefore this job description is to be treated as prescribing the minimum requirements for this role.
Person Specification -Deputy Front of House & Operations Manager
Essential
- Experience of successfully managing a team of diverse people
- Excellent customer service skills with the ability to react appropriately to sometimes demanding, unexpected and challenging situations in a calm, methodical and appropriate manner
- A full appreciation of the importance of Health & Safety and willingness to work with others to ensure the successful delivery of the Torch’s Health & Safety policies and procedures
- Excellent administration and organisations skills with the ability to appropriately plan, deliver and implement policies applicable to FOH
- Excellent communication skills with the ability to communicate with a wide audience both orally and in writing
- Creative and imaginative thinker able to generate solutions and new opportunities
- Ability to manage a number of competing priorities and meet deadlines
- Enthusiasm and passion for the Arts
Desirable
- A customer service and/or Health & Safety qualification
- The ability to speak, read and write Welsh
- Experience of using MS Office including Word and Excel
Special Conditions
- This post will involve working some week days with the majority of hours worked over evenings and weekends.
Terms & Conditions
Salary: £25,830.00 per annum (pro rata if working part-time)
Contract: Permanent. Full time or part time considered.
Probationary Period: 6 months
Notice Period: During the first month of the probation period – 1 week; after 1 month but less than 6 months' service - 2 weeks; and 6 months’ service or more - 4 weeks
Hours: 37.5 hours per week (full time). Due to the nature and demands of this role, the post holder will need to be flexible in their approach to work. Regular evening and weekend work will be required.
Pension: The company operates an auto-enrolment pension scheme in line with current government legislation
Holiday Entitlement: 25 days per annum plus bank holidays (pro rata if working part-time)
Place of work: The Torch Theatre, Milford Haven
Residence: The successful applicant will be required to provide documentation under the Asylum and Immigration Act 1996.
References: All offers of employment are subject to receipt of satisfactory references.
Benefits include:
· Contributory auto-enrolment pension scheme in line with current government legislation
· Complimentary tickets across our programme
· Staff discount at the Torch’s bar and catering outlets
· Training and development opportunities
· Holiday entitlement 5 days more than statutory minimum
Pay: £25,830.00 per year
Benefits:
- Bereavement leave
- Company pension
- Discounted or free food
- Employee discount
- Flexitime
- Sick pay
Work Location: In person
