Front of house assistant/ manager

Job description

Reports to:

Front of House Manager

Responsible for:

Front of House Assistants

Purpose of Post:

to work with the Front of House Manager to be responsible for all aspects of customer service, security, health & safety and building upkeep ensuring that the image, efficiency and welcoming atmosphere of the venue remain at a consistently high level
to act as Duty Manager
to deputise for the FOH Manager in their absence

PRINCIPAL RESPONSIBILITIES

Customer Service:

to deliver a comprehensive service to all customers
to ensure all FOH staff have a thorough knowledge of events to enable the best possible customer service
to help develop the work of all FOH staff to ensure that efficiency and customer service remain at a consistently high level
to liaise with incoming artists, producers, companies etc to ensure that all events are managed efficiently and FOH requirements met
to ensure that all FOH staff are customer focused, welcoming and tidy
to ensure that the Front of House area is welcoming and free of clutter
to be helpful friendly and positive in all dealings with the public

Duty Management:

to become fully informed in order to act as Duty Manager to the highest standard
the ability to work unsupervised and under pressure, acting on your own initiative in carrying out duties within the guidelines and policies set out
to take full responsibility for the building when acting as Duty Manager

Front of House Policies:

to implement all FOH policies in conjunction with the FOH Manager
to be responsible for health and safety implementation
ensure all operations are carried out within the relevant Health and Safety legislation; ensure that all staff and building users comply with and are aware of Health and Safety legislation concerning FOH operations
to be responsible for fire and evacuation implementation procedures
to ensure security is maintained
to be a named first aid representative
to ensure consistent FOH styles throughout the building including signage

Front of House Assistants:

in conjunction with the FOH Manager, recruit and train staff, supervising and monitoring performance to ensure required standards are met
to hold pre-event steward briefings, ensuring that all FOH staff are well informed at all times

Business Operations:

to liaise with the Business Operations Manager to ensure that essential information is passed on/ received and good communication is maintained at all times
develop and implement site tours for new business enquiries

Communication:

ensure regular communication with all departments
to attend weekly meetings as requested and provide reports to those relevant departments efficiently
maintain open communication with all users of the building
to maintain confidentiality

Administration & Systems:

to ensure the administration of the whole department is up to date and organised
to deal with incoming calls on the telephone system
to actively pursue an in depth knowledge of the computerised box office system and other relevant IT systems as utilised
to cover box office if occasion necessitates
to contribute to the overall management, planning and development

Equal Opportunities:

ensure the intentions and requirements of equal opportunities, cultural diversity and access policies are applied throughout all aspects and requirements of the post

Miscellaneous:

in addition, undertake any other duty or responsibility that may reasonably be allocated by your Head of Department or the Director
to be responsible for identifying your personal training and development needs in discussion with your line manager; to participate in any training development activities identified and agreed as relevant to your personal development and/or your development in the job