Front of House Assistant

Application Deadline: 14 August 2026

Department: Front of House

Employment Type: Zero Hours

Location: Donmar Warehouse Theatre

Reporting To: Head of Front of House

Compensation: £14.80 / hour

Description

Purpose of Role

As a key member of the Front of House team, you will play an important role in creating an exceptional experience for everyone who visits the Donmar. Acting as a welcoming and knowledgeable ambassador for the theatre, you will deliver the highest standards of customer care while embodying the Donmar’s values and mission. You will support the smooth and professional operation of all performances and events, helping to ensure that visitors enjoy a safe, accessible and memorable experience. The role includes maintaining a strong focus on health and safety, assisting with emergency procedures and building evacuations when required, and contributing to the success of the theatre’s food and beverage operations. Through your commitment to outstanding service, you will help foster a warm, inclusive and engaging environment for all audiences and guests.

If you are someone who demonstrates first-rate support to the customer experience and has the ability to think on your feet, then we'd like to hear from you. Successful candidates will be able to demonstrate how they can actively contribute to a team and the Donmar's shared goals, furthermore, they will want to work in an exciting and creative environment and have a passion for theatre and the arts.

Our Commitment

We believe that representation matters; diversity of identity, of perspective and of lived experience enriches our work and our lives. We recognise that the Donmar and the wider theatre industry is not representative of contemporary society in terms of workforce, artists and audience. We particularly encourage applications from those who are currently under-represented both at the Donmar and more widely in the industry, and specifically from D/deaf or disabled, or neurodivergent applicants and applicants who experience barriers and inequity due to ethnicity, gender identity and/or socio-economic background.

Duties and Key Responsibilities:

• Creating a Memorable Customer Experience
• Welcome audiences on arrival, and help them navigate their way around the venue
• Respond positively and effectively to all visitors and customers, providing a friendly and engaging experience
• Provide top level customer service, maintaining a positive attitude at all times
• Maintain an empathetic, positive, and solution-oriented mindset when troubleshooting product issues
• Support any audience members with specific access needs promoting an inclusive environment and a tailored experience
• Check and scan audience tickets, and assist audience members with finding their seats in the auditorium
• Serve audiences food and drinks at the bars, giving special offer information and upselling opportunities, including promoting Donmar memberships’ exclusive bar member offers
• Sell merchandise, programmes or ice cream during the incoming, interval and outgoing, front of house or inside the auditorium as required
• Support the Development Events team in the smooth running of events for corporate partners and supporters
• Support additional events across the organisation including Participation, Producing and General Management events.

Delivering Operational Excellence & Great Teamwork

• Contribute positively to briefings and discussions with regard to the ongoing improvement of front of house operations
• Provide all managers and supervisors with your full support, commitment and cooperation
• Participate in training to develop personally with the role and to ensure that desired standards are achieved and maintained
• Uphold all theatre policies and procedures including health and safety guidelines
• Uphold the Front of House Assistant Procedures (sickness, lateness, phones, positioning)
• Keep your working area and other front of house spaces clean and presentable at all times
• Contribute to and create a positive working environment, upholding our commitment to being an inclusive workplace.
• Carry out any other duties as required by the Duty Manager, including tasks relating to stock management, and the upkeep of the bar and theatre areas
• Report any maintenance, cleaning or Health & Safety issues to the Duty Manager.
• Support the Duty Manager and Supervisor in the safe evacuation of the building, in the event of an emergency
• Work to support your colleagues on shift allowing for efficient service and safety for all visitors.
• Monitor audience safety inside the auditorium, alerting first aiders to any first aid situations and being a first point of call for any issues that may arise.

Other Ad Hoc Duties

At the request of your line manager or senior leader, take on other reasonable duties and responsibilities as required to support the needs of the team and the organisation.

Person Specification

The successful candidate will be able to demonstrate the following:

• Experience of working in a fast-paced, customer-facing environment
• Ability to work as part of a busy team in a calm, efficient manner
• Reliability and good time management skills
• An organised approach with attention to detail
• Ability to support colleagues proactively in a team environment
• A willingness to learn and develop new skills
• A clear and confident communicator with good interpersonal skills
• Ability to prioritise, multitask and adapt to new situations
• ‘Can-do’ attitude, personal drive, resourcefulness, and initiative
• A positive and welcoming demeanour
• Knowledge of and enthusiasm for the work of the Donmar Warehouse

Essential Requirements for this Role

• Availability to work weekday evenings (including Saturday) and Thursday & Saturday afternoons
• Permitted, by law, to be able to serve and sell alcohol.

Terms and Benefits

Hours of Work: Zero Hours Contract - working a minimum of one shift every twelve weeks

Shifts are allocated a month in advance based on your availability

Shifts shall be not less than 4 hours

Shifts are worked Monday to Saturday evenings & Thursday & Saturday Matinee

Salary: £14.80 per hour including holiday allowance

Benefits (post-probation):

• £25 towards annual eye tests
• 6% pension contribution in Donmar’s stakeholder pension scheme and required to contribute a minimum amount of 2%
• Discounted gym membership
• Discounts at the Donmar Warehouse bars

Professional Development:

All colleagues receive full training in terms of their role, with ad hoc professional development programmes available from time to time.