Download Front of House Supervisor Responsible to: House Manager Place of

Front of House Supervisor
Responsible to:
House Manager
Place of work:
Coliseum Theatre and other venues as required
Pension:
You will be auto-enrolled into a workplace pension scheme
operated by NOW Pensions at the statutory level (these
contributions are postponed during the probationary period but
there is an option for you to “opt in” at this stage if you chose to
do so). Alternatively on completion of your probationary period
you will be entitled to become a member of the contributory
group stakeholder pension scheme. Full details regarding both
schemes are available from the Finance Manager.
Holidays:
20 days (pro rata) per year rising to 22 (pro rata) after three
years’ service and 25 (pro rata) after five years of service plus
public holidays.
Benefits:
Pension, discounted healthcare, childcare vouchers, travel
loans, discounted gym membership, complimentary tickets, plus
more.
Salary:
£18535
Hours of work:
156 hours to be worked flexibly, usually distributed
across a four week period, 39 hours per week.
Due to the nature of the post evening and weekend work
will be required. To compensate for this the Coliseum
operates a time off in lieu policy.
Notice period:
The post will have a three month probationary period. After the
probationary period the post is subject to one month’s notice on
either side.
Front of House Supervisor
Job Description
Core purpose
To be an ambassador for the Coliseum and actively promote the Company’s vision
and values.
To be an integral part of the Customer Services team, working across Front of
House as Duty Manager, Box Office, and acting as Bar Supervisor.
To maintain service standards across all front of house areas ensuring sales are
maximised and that the customer experience is always of the highest standard by
providing a welcoming, efficient, knowledgeable and friendly service.
Main Duties and Responsibilities
Management
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Deputise for the Customer Services Management team when required.
Contribute to the recruitment, training, support and development of the
customer services staff.
Act as Duty Manager for performances, events and activities when required.
Act as Box Office Assistant, using the Patron Base ticketing system when
required.
Act as Bar Supervisor when required.
Manage casual and volunteer staff when required.
Ensure effective communication across the Customer Services teams.
Customer Service
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Maintain an excellent standard of customer care and service at all times.
Monitor customer service standards and report opportunities for improvement.
Process ticket sales and take reservations over the Box Office counter, by
telephone, post and email.
Promptly and professionally resolve any visitor comments or complaints in
person, via email or by telephone, or escalate appropriately.
Be responsible for maintaining the appearance of customer service staff and
public areas.
Contribute to the implementation of the theatre’s Equality, Diversity,
Safeguarding and Access policies and procedures.
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Deal with general enquiries, and to be fully conversant with the diary of events
and activities.
Financial Management and Income Generation
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Manage and maintain cash floats and be responsible for reconciliation.
Maintain accurate financial records in line with the theatre’s financial systems.
Ensure safe, secure storage of cash.
Maximise income across the customer services departments.
Be responsible for monitoring and reaching agreed sales targets.
Contribute to recommending and researching trends and product lines.
Assist with stock management.
Health and Safety
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Be fully conversant with all responsibilities outlined in the Health & Safety
policy and ensure those responsibilities are met. This will include all
emergency and evacuation procedures and lead a pre-performance briefing
for FOH staff when acting as Duty Manager.
Be a designated First Aider, ensuring that Front of House first aid kits are kept
stocked.
Ensure the safety of visitors and staff in the building, completing daily checks
in relation to public areas.
Act as a key holder and be responsible for locking up and maintaining the
security of the building.
Monitor the appearance and fabric of the building reporting any issues and
taking action as appropriate to initiate repairs and refurbishment.
Act as licensee as and when required and assist in overseeing the theatre’s
compliance with its Premises Licence and associated inspections.
Other Duties
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Have an excellent working knowledge of Microsoft Office, in particular
Outlook, Word and Excel.
Advocate and represent the Coliseum both internally and externally.
Undertake any training which may be appropriate.
Attend any meetings as required.
Adhere to all Company policies.
Maintain the confidentiality of all affairs of the Company that should properly
remain confidential.
Develop the theatre as a resource for its communities and participate in
delivering aspects of the Learning and Engagement programme.
Undertake any other relevant duties as may be requested by the relevant
Customer Services Manager.