Duty manager

Job description

Responsible to:
Front of House Manager

Responsible for:
Front of House Assistants

Purpose of Job:

to ensure the safety, security and comfort of the general public and to be responsible for the smooth operation of the theatre and the performance when the public are in the building

DUTIES

Customer Service

welcoming customers and artists in a polite and enthusiastic manner
ensuring all public areas are kept tidy and presentable
addressing any customer queries and complaints in a proactive manner
responding to any access needs of our customers
liaising with visiting companies and producers during the evening
being the theatre’s representative in the absence of any member of the management team

Security and health & safety

being fully conversant with emergency and evacuation procedures and leading all evacuations of the building when on duty; liaising with the fire brigade and/ or police in the event of an emergency
taking reasonable care for the health and safety of yourself and others in line with the health & safety policy.
ensuring that all fire regulations, health and safety legislation and the conditions of the theatre license are observed at all times
liaising with the licensing authority and/ or the fire brigade in the event of an inspection of the premises. This will include showing them around the building, presenting the fire log for inspection and answering any questions they may have.
acting as first aider on duty for the performance
being responsible for locking and securing the building at the end of each evening; acting as a key-holder for the building

Staff Management

responsibility for the shift management of the Front of House Assistants and Box Office Assistants
liaising with the Bar Duty Manager regarding staffing needs and issues

Event Management

liaising with the box office staff regarding ticketing for the performances and, where possible, to resolve any ticketing problems which may arise
being responsible for giving front of house clearance to the technical staff and, if required, to the company and to liase at all times with the technical staff to ensure the smooth running of the performance
reporting to all staff (by written report) at the end of each shift, the running of the events, audience feedback and other items which may need reporting
reporting to the FOH Manager, Deputy General Manager and General Manager keeping them fully informed of any incidents that may have occurred during the course of the evening
making announcements to the audience, if required by either the theatre or a visiting company management

Bar and Merchandise

supervising the promotion of the sale of playtexts (or programmes), drinks and ice creams and to monitor stock levels as necessary
checking and maintaining stock levels of merchandise or refreshments; ordering as needed.
helping to maintain a good working relationship with the bar staff; liaising with bar management during the course of the shift, as required and to assist the Front of House Manager in maintaining a good operational relationship with theatre bar.
actively promoting the services of the bar
reconciling any cash takings at the end of the shift, and to ensure that all monies are locked in the safe

General

actively promoting all shows and products and remaining up to date on facilities and services. Supporting the aims and objectives of the theatre both internally and externally
undertaking any other duties that may reasonably be required by the Front of House Manager or Deputy General Manager

PERSON SPECIFICATION

Experience

a minimum of one years experience in front of house or duty management
experience of dealing directly with the general public within an arts environment
experience of supervising a team of staff
experience of practical health and safety and licensing regulations

Skills

Qualities