Theatre Usher for Hadestown at the Lyric Theatre (Fixed Term)

Department: Front Of House

Responsible to: Theatre Management

Key internal contacts: Theatre Management, Theatre Supervisors, Box Office, Stage Department, Electrics Department

About the role

The Front of House Assistant is fundamental to the smooth operation of our theatres and bars, ensuring all customers have an enjoyable experience and are inspired to return. Successful candidates will be trained to serve customers in the bars, in the auditorium and in other public areas. The Front of House Assistant role is primarily evening and weekend shift work, for 8 shows a week, with shifts being approximately 3.75 hours each. Fixed term contracts are available from the 24th November to the 11th January; successful candidates will be expected to work all performances within those weeks as per the performance schedule.

Key duties and responsibilities

• Health and Safety

• Participate in all required safety and security training, including regular drills.
• Participate in and comply with arrangements laid out in the Company’s Health and Safety Policy, and any relevant method statements, risk assessments and policies.
• Retain strong knowledge of the theatre’s General Emergency Procedures, including evacuation plans, and attend regular training and drills for emergency procedures.
• Assist audience members or other building users who have become unwell or are injured, utilising trained first aiders where required.
• Conduct safety and security checks as instructed, ensuring any relevant paperwork is completed accurately.
• Provide suitable assistance, where requested, to audience members with accessibility requirements, including operation of any relevant access equipment (following suitable training).

• Provide an excellent customer experience for every audience member, in line with the Nimax Theatres experience standards.
• Ensure the theatre remains clean, hygienic, and is always immaculately presented.
• Maintain up-to-date knowledge of the theatre, commercial operation, and the current production in order to effectively answer any queries from audience members.
• Proactively direct audience members to key locations including the auditorium, bars, and toilets.
• Make announcements and provide information and updates as requested.
• Proactively identify and help audience members who require assistance.
• Resolve minor issues and complaints, ensuring that more serious matters are escalated to supervisors or management.
• Conduct accurate and thorough ticket checks.
• Help audience members to locate their seats.
• Re-seat patrons to alternative seats as directed by the theatre Box Office.
• Seat audience members who arrive late discreetly, and in line with the guidelines of the current production.
• Work with the theatre Box Office to resolve seating issues and ensure a suitable resolve for all audience members affected.
• Monitor the auditorium throughout the performance to ensure audience members are safe, that the current production’s filming and photography policy is adhered to, and that any disruptions are kept to a minimum.
• Assist any audience members needing to leave and re-enter the auditorium during the performance, ensuring their safety and minimizing disruption.
• Assist Theatre Management with any functions, events, VIP visitors etc. when necessary.

• Proactively sell drinks, confectionary, programmes, ice cream and merchandise to audience members, to ensure they make the most from their visit.
• Prepare drinks to a consistently high standard, in line with specification given.
• Ensure sales areas are well-stocked and presentable at all times.
• Make audience members aware of any current promotions, and upsell where appropriate.
• Ensure all sales are accurately processed through the relevant EPOS system (till, card machine).
• Maintain strong knowledge of full product range, including varieties and allergen information.
• Participate in all stock control processes, including stock rotation, regular stock counts, deliveries, and transfers.

• Ensure that the Company complies with the Weights And Measures Act, licensing, and trading standards laws, including accurate completion of ‘Authorisation to sell alcohol’ paperwork upon employment (if aged 18+).
• Thorough enforcement of the Company’s ‘Challenge 21’ policy when selling age-restricted items.

• Assist in the ongoing training of new staff members, as requested by Theatre Management.
• Carry out any other duties as reasonably requested by Theatre Management.
• Comply with the Company’s dress code.
• Actively work to reduce waste through environmentally‑conscious working practices.
• Adhere to all Company policies and procedures outlined in the Staff Handbook and contract of employment.

Person specification

• Essential

• Confident delivering excellent face‑to‑face service to a variety of customers
• Engaging, well‑presented and welcoming
• Works calmly under pressure
• A willingness to work evenings and weekends

• Experience of hospitality work
• Experience following health & safety procedures
• Previous experience using till systems
• Experience of cleaning and sanitising
• Experience working with customers who have various accessibility requirements
• Previous manual handling training and experience

Please apply with a CV and covering letter outlining your suitability for the role. We reserve the right to close the application process early if we receive a very high number of applicants so interested candidates should please apply asap. If you have not heard from us within 14 days of the deadline please assume you have not been successful on this occasion. Nimax Theatres Limited is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for employees, job applicants and customers alike. We actively encourage job applications from all backgrounds. Any offer of employment will be subject to the receipt of satisfactory references.