At a Glance
- Tasks: Create a welcoming environment and ensure safety for all visitors at the Donmar Warehouse.
- Company: Join the vibrant team at the iconic Donmar Warehouse Theatre.
- Benefits: Enjoy competitive pay, travel loans, gym discounts, and free tickets to shows.
- Other info: Diversity is valued; we encourage under-represented applicants to apply.
- Why this job: Lead a dynamic team and make a real impact in the theatre industry.
- Qualifications: Experience in customer service and supervisory roles is essential.
The predicted salary is between 17.32 - 17.32 £ per hour.
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: £17.32 / hour
Description
Purpose of Job
To create a welcoming and safe environment for all visitors to the Donmar Warehouse. You will provide the highest levels of service to customers including Donmar members and the general public. As the responsible person on shift, uphold the objectives of our premises license in relation to Public Safety, Prevention of Nuisance, Prevention of Crime and Disorder and Protection of Children from Harm. You will maximise sales for the Donmar Warehouse, and have an extensive knowledge of Donmar Warehouse productions and its operations. As a keyholder will take responsibility for the building’s security during the shift and ensure that only valid ticket holders gain access to performances. While duty managing, you will lead and support the FOH Assistant team and oversee their work, ensuring they abide by the policies and standards set out by the Head of Front of House. You will support the Ticketing Assistant team during the incomings and oversee their work, ensuring they abide by the policies and standards set out by the Head of Ticketing. You, alongside the Supervisor, will act as the first point of escalation for the FOH Assistants and Ticketing Assistants and will relay and upscale information to the Head of Front of House or Head of Ticketing. In case of emergency, you will lead on the decision making and implementation of emergency procedures, ensuring all staff and patron safety.
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
- Oversee the security of the building when on shift - working with our security teams
- Open up and close the building safely acting as a key holder and arranging staff on site to cover all areas adequately
- Be fully trained in the evacuation procedures for the theatre, instructing customers or guiding them to safety in the case of an emergency
- Be fully trained in other emergency procedures such as first aids, evacuations and lockdowns
- Acting as the Fire Marshal during evacuation being the first point of contact between staff customers and emergency services
- Alongside the Supervisor, be an escalation point for any customer complaints
- Act as a Duty Manager on shift
- As the Responsible Person appointed by the Designated Premises Supervisor, uphold the four licensing objectives of Prevention of Crime and Disorder, Prevention of Public Nuisance, Protection of Children from Harm and Public Safety
- Ensure licensing regulations are upheld by all staff in relation to public safety and the sale of alcohol onsite
- Support the FOH Assistants, Ticketing Assistants and the Supervisor, managing staff performance on shift and relaying any issues to the relevant Head of Department
- Providing accurate information to customers with regard to the Donmar Warehouse itself – including travel, venue and access information, and details surrounding the release of tickets, ticketing schemes for specific groups, and details about membership
- Acting as a first point of contact to all visitors to the theatre, including public, contractors, cast and crew, as well as Donmar Warehouse staff
- Responding positively and effectively to all internal and external visitor and customer enquiries through all channels (in person, by telephone, by email)
- Lead on team briefings giving relevant information for each performance
- Work with the Back of House and Company Stage Management teams on the auditorium opening times and clearance for each performance
- Providing accurate information to customers with regard to all current productions – including cast details, show synopsis, performance times, seat prices, content suitability
- Liaise with Company Management on any readmittance issues during a performance including for visitors with accessibility requirements
- Ensure all working areas and other front of house spaces clean and presentable at all times
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
Essential Skills & Experience
- Experience of working in a supervisory role in a fast-paced, multi-channel, customer-facing environment
- Ability to lead a busy team in a calm, efficient manner
- Good time management skills
- Ability to prioritise, multi task and adapt to new situations
- A calm, logical thinker in high pressure emergency situations
- An organised approach with attention to detail
- A clear and confident communicator with good interpersonal skills
Desirable Skills & Experience
- Experience in conflict resolution
- A willingness to learn and develop new skills
- Excellent knowledge of customer access requirements
- Good general IT skills
- Ability to offer in the moment performance management for staff
- Knowledge of and enthusiasm for the work of the Donmar Warehouse
- ‘Can-do’ attitude, personal drive, resourcefulness and initiative
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
- Availability: Monday to Saturday evenings and Thursday & Saturday Matinee
Benefits
- Season ticket loan (travel)
- Subsidised local gym membership
- £25 towards annual eye tests
- Employee welfare programme
- Cycle to work bike loan scheme
- Discount at Donmar bar on food and drinks
- Complimentary tickets to attend Donmar performances
Professional Development
All staff training and professional development programme
Duty Manager (Casual) in London employer: DONMAR WAREHOUSE
The Donmar Warehouse Theatre is an exceptional employer, dedicated to fostering a diverse and inclusive work environment through its CATALYST programme. This role offers early-career artists invaluable mentorship and professional development opportunities, allowing them to thrive in the theatre sector while working closely with experienced professionals. With a commitment to equitable access and a vibrant community of emerging talent, the Donmar provides a unique platform for growth and creativity in the heart of London.
StudySmarter Expert Advice🤫
We think this is how you could land Duty Manager (Casual) in London
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We think you need these skills to ace Duty Manager (Casual) in London
Some tips for your application 🫡
Show Off Your Service Skills:In the hospitality-food-service game, your ability to connect with customers is key. Make sure to highlight any relevant experience in your CV, like working in cafes or restaurants, and emphasise your skills in teamwork and communication. Don't forget to mention any customer service training or certifications you've got under your belt!
Flexibility is Your Best Friend:Since this is a temporary role, you'll want to showcase your flexibility in your application. In your cover letter, mention your availability and willingness to work various shifts, including weekends or holidays. Employers love knowing they can rely on you during busy periods!
Bring Your Personality to the Front:In hospitality, it's not just about what you can do; it's about who you are! Let your personality shine through in your cover letter. A warm, engaging tone can really make your application stand out and show your potential to create a welcoming atmosphere for customers.
Include Relevant References:References can make a huge difference in the hospitality-field. Consider including a couple of references from previous employers or colleagues in your CV who can vouch for your customer service skills and ability to thrive in fast-paced environments. This adds credibility and elevates your application!
How to prepare for a job interview at DONMAR WAREHOUSE
✨Show Off Your Customer Service Skills
In the hospitality-food-service sector, it's all about the customer experience. Be ready to discuss specific examples where you've gone above and beyond for a customer or handled a difficult situation. They’ll appreciate knowing that you can keep your cool and maintain a positive attitude even when things get a bit hectic!
✨Know Your Menu Inside and Out
Whether you're applying for a temporary role as a server or in the kitchen, it’s important to familiarise yourself with the menu and any signature dishes they serve at DONMAR WAREHOUSE. During the interview, they might ask about your food and drink recommendations, so having a few tasty suggestions up your sleeve will show you're genuinely interested in contributing to the team.
✨Emphasise Your Flexibility
Temporary roles often require a bit of juggling with shifts and responsibilities. Be sure to convey your willingness to adapt and take on different roles as needed. Share instances where you’ve quickly switched tasks or taken the initiative to help out your colleagues, showing that you're a team player.
✨Dress the Part and Exude Personality
In hospitality, first impressions matter! Even for a temporary position, donning smart-casual attire can set the right tone. Plus, don't hold back on your personality – let your enthusiasm shine through, as they’re looking for someone who can mesh well with the team and create a welcoming atmosphere for guests.
