Duty manager

Duty manager A

The Duty Manager is responsible for the evening running (primarily between 6 and 11 pm) of the theatre and in managing the building, volunteers and staff.

S/he may provide the daytime when the Theatre Manager is unavailable (10 – 6pm). There may be times when the Duty Manager needs to work outside these times.

S/he works with the Board of Trustees, Theatre Manager, Volunteer Co-ordinator, Bar Manager, Coffee Shop Co-ordinator, Technical Manager, Learning and Development Co-ordinator, Stage Managers, Costume Hire Manager, volunteers and staff.

S/he needs a broad understanding of all people management, building management, health and safety and theatre legal requirements.

The Duty Manager is responsible for making the theatre a welcoming place for all visitors, users, staff and volunteers.

This is a paid role and successful candidates will need to be CRB checked and to attend a basic First Aid course.

Hours:
6 to 11pm generally, but may be longer and may be some daytime

Responsible to:
The Board of Trustees, Theatre Manager

Main areas of responsibility:

• manage the building, volunteers and staff and provide support to the Board of Trustees
• to promote the values, goals and objectives of the theatre
• to ensure the achievement of the best levels of customer care
• manage health and safety, risk assessments, act as fire officer and ensure all policies, procedures are complied with
• act as building custodian with responsibility for security of building and health and safety in all areas
• manage disputes which arise in line with procedures

Supervision and guidance

• responsible to the Board of Trustees in relation to health and safety, risk assessments and compliance with policies & procedures
• responsible to Board of Trustees for financial and technical matters
  
  Range of decision making:
• all nightly decisions regarding the smooth running of the theatre; all daily decisions where Theatre Manager is not available
• act as Fire Officer and health and safety lead

Range of Duties

• manage the theatre, stewards, box office volunteers and assist other volunteers and staff in the building as required to ensure effective service delivery
• ensure that stewards and box office volunteers act in a manner that promotes the theatre’s values, behaviours, and goals
• manage the evacuation of the theatre if and when the fire alarm sounds and liaise with the emergency services to ensure the safety of all at the theatre
• attend to customers, visitors, volunteers and staff in the manner prescribed for the theatre
• issue box office and coffee bar floats to appropriate areas and receive and return any monies, takings (costume hire included) and cash boxes to the safe by the end of the evening
• act as the main key holder whilst on duty and ensure the Duty Manager is the last person out of theatre unless previously agreed with the Theatre Manager
• provide assistance, advice and information as necessary to the Board of Trustees, Theatre Manager, Heads of Department, volunteers and staff
• liaise with all areas and sections to ensure that they comply with the theatre’s policies and procedures
• receive enquiries by telephone and in person and direct the enquirer to the appropriate and relevant person
• manage and deal with disputes and difficult situations calmly, in line with procedures and policies
• record and report any disputes and difficult situations in the appropriate way/to relevant person
• control office equipment
• control of relevant resources, materials and equipment

Whilst we have attempted to outline all the duties and responsibilities of a Duty Manager, not everything can be covered in detail in a description such as this.

Duty Managers should not refuse to undertake work that is not specified on this form, but should record any additional duties they are required to perform and bring this to the attention of the Director and Board of Trustees.

ATTRIBUTES

Essential

• at least one year’s experience of dealing with customers/volunteers
• at least one year’s experience of supervising staff/volunteers
• ability to work with and lead a team
• knowledge of a theatre environment

Qualifications
A-level standard of education or equivalent.
NVQ in Customer Service or other relevant qualification
first aid at work

Training

• proven attendance of relevant training programmes in the last two years
• health and safety
• risk assessment
• willingness to develop personal learning and development plan

Disposition

• diplomacy.
• ability to work under pressure
• an ability to work on your own initiative.
• helpful and co-operative disposition.
• honest, reliable and conscientious.
• able to handle own stress and emotion in others
• proactive
• ability to take responsibility/delegate/seek help appropriately

Circumstances

• availability to work unsociable hours determined by the needs of the post (including evenings, weekends and bank/locally agreed holidays).
• good general health and attendance record (this will not preclude applications from disabled candidates).
• impeccable personal presentation.
• attendance at occasional meetings
• commitment to and an understanding of equality and diversity issues within a diverse and multicultural environment.
• eligible to work in the UK

Physical/ Sensory

• must be able to perform all duties and tasks with reasonable adjustments where appropriate in accordance with the Disability Discrimination Act 1995