About the Role

As our Front of House Manager, you'll be the welcoming face of the company, committed to delivering the highest standards of service and care to our patrons and guests. You will be the line manager for our Head Ushers and have a responsibility to engage the wider front of house team. You’ll ensure we meet our financial targets by championing excellent guest service, and maximising sales opportunities. Full of variety, this role is both fun and challenging with no two days the same. You’ll take responsibility for a range of tasks as part of a friendly, passionate and ambitious team, working across Salisbury Playhouse, Salisbury Arts Centre and Salisbury International Arts Festival with an ever-changing programme of events.

As a registered charity, we rely heavily on our fantastic team of volunteers and you will be responsible for supporting and developing the team, ensuring that they are suitably trained and equipped to fulfil their roles. You will be ambitious in developing new channels for volunteering to support the business objectives and create new opportunities.

We are looking for someone who is:

• Committed to excellent customer service and have a positive and proactive approach to their work.
• Able to engage, motivate and support the development of the Volunteers and Head Ushers.
• Able to lead the team to deliver targets; and proactively contribute to the venues’ profitability.
• Hands on, with the ability to run shifts, including opening and closing and processing accurate payments, demonstrating exemplary cash handling skills

Key Responsibilities

Front of House and Customer Service Delivery

• Manage and motivate the team responsible for delivering all front of house activities and ensure a consistent and excellent approach to customer service
• Line manage the team of Head Ushers, leading on their development, performance, customer service and commercial input to the organisation
• Work with the Head of Operations and Commercial on implementing a Customer Service strategy
• Collect and evaluate customer feedback and use that data to inform the approach to audience satisfaction, improved participation and increased footfall
• Identify opportunities to enhance the customer experience
• Ensure team members are fully aware of audience and commercial targets and are knowledgeable and confident to serve, with adequate familiarisation of the programme, services and products
• Report any maintenance issues in the auditoriums and front of house spaces to the Facilities team promptly, to support safety and the customer experience
• Ensure effective and consistent communication across the whole Front of House team
• To take the lead on Access provision for Front of House in conjunction with the Access working group and the Communications and Sales Team
• To be one of the designated key holders able to respond to callouts for building related emergencies

Volunteer Management

• Recruit, induct and train new volunteers, ensuring that customer experience expectations are communicated and that goals and objectives for volunteers are set and reflect the aims of Wiltshire Creative
• Ensure all volunteers are compliant in completing mandatory training
• To ensure high standards of performance from our volunteers through supportive coaching and development and compliance with our volunteer code of conduct

• Carry out risk assessments and other Health & Safety management for volunteers and their core activities
• Ensure that Wiltshire Creative events, performances and Front of House are adequately supported by volunteers, creating a rota and monitoring staffing levels
• Maintain good communications with Wiltshire Creative volunteers through newsletters, and regular in-person meetings
• Arrange social events and other rewards for volunteers to maintain motivation and good morale
• Work collaboratively with all departments, to identify and deliver new ways in which the volunteer scheme can enhance the work of Wiltshire Creative
• Maintain data records of volunteer hours and contributions as required by Wiltshire Creative funders
• Develop and maintain successful relationships with local community groups and other appropriate organisations and businesses to recruit and retain volunteers
• Maintain an up-to-date knowledge and awareness of best practice in the voluntary sector

Commercial Revenue

• Working with the Head of Operations and Commercial, assist with growth and development of trading activity and increasing the profitability of activity, in line with business KPl’s
• A shared responsibility of Front of House stock ordering, and monitoring of sales.
• Effective budget management and reporting, setting tangible targets for your team
• Review/report on progress taking action if any area is not delivering
• Use data to inform decisions whenever possible to maximise income, control costs and promote high service standards
• Ensure cash and card handling procedures are adhered to, and any discrepancies thoroughly investigated
• Ensure accurate reporting, completion of sales documentation, stock ordering and purchase orders
• To assist in the planning and delivery of Private Hire and Events (when required)

Duty Management 

• To provide Duty Management of events and shows across our two buildings (on a rota basis)
• To maintain a high standard of presentation, cleanliness, and safety in all public areas
• Understand and uphold the conditions of the venue’s Premises Licence or Temporary Event Notice
• Ensure that the FOH Team give any extra assistance required by Patrons with Access requirements
• Provide a visible management presence for staff and visitors during incoming, interval and outgoing periods of all performances
• Address any feedback from audience members or other visitors and resolve them quickly
• Ensure that the Front of House operation runs to time, communicating any delays to the BOH team. Take responsibility for the final cash up of FOH tills, signing all monies into the safe and investigating and resolving any discrepancies
• Securely hold keys to the main safes and issue change as needed
• Work closely with and maintain communications with the Duty Technical team
• Lead the immediate response to an emergency incident, notifying the Head of Operations and Executive team as appropriate
• At the end of the Duty shift correctly follow lockdown procedures.
• To provide additional support to the Front of House team during particularly busy times.

General

• To always act in the best interests of Wiltshire Creative
• To take positive action to promote Equal Opportunities in all aspects of the work of Wiltshire Creative
• To agree to abide by Wiltshire Creative’s policies, as set out in the Staff Handbook
• To maintain confidentiality in all areas relating to Wiltshire Creative
• To maximise income and minimise expenditure wherever possible
• To be flexible and to undertake any other reasonable duties as requested by Management

About You

• Experience of working in a fast-paced environment leading a team to deliver high level customer service and sales
• The ability to think creatively to maximise revenue and reduce costs
• Working knowledge of volunteer programmes and best practice in volunteer management
• Ability to motivate your team through in person meetings and written communications
• Ability to effectively prioritise and work under pressure and to tight deadlines
• Ability to work as part of a team and independently
• Computer literate
• A keen eye for detail
• Good administrative and organisation skills
• Well presented, with a confident and polite approach
• Willing to work flexibly including a mixture of daytime, evenings and weekends.
• First Aid Certificate (or willingness to obtain)
• Enthusiasm for / interest in the theatre or live entertainment
• Experience of working with customers who have access requirements
• Experience of working on ePOS till systems

Download the Recruitment Pack

Details
£28,000.00 - £30,000.00 per year
Location: Salisbury, SP2 7RA, GB