Front of House Manager in Huyton

We are looking for a Front of House Manager to be the public face of the Visitor Experience Department for the company, ensuring that the audience and visitors are constantly placed at the heart of the building.

About the Organisation

Shakespeare North Playhouse, 'Theatre Building of the year 2023' is a unique new arts venue, which opened in the summer of 2022. It presents a vibrant contemporary cultural and learning programme featuring home co‐produced and visiting performances, as well as comedy, music, community work, hire and events and a range of education and training activities.

The Shakespeare North Trust (SNT) is the Charitable organisation which is the operator of Shakespeare North Playhouse.

Our Vision: "Inspired by Shakespeare. Bringing Joy: Together, we tell stories that feel like our own, that change the way we see the world – opening doors, inviting debate, inspiring a love of learning, and bringing joy to this place; Our Shakespeare North Playhouse."

Our Mission – The Big Goal: "We share world‐class theatre, activities and conversations inspired by Shakespeare and relevant to all of us."

Our Promise: At Shakespeare North Playhouse we commit to being 'Bold and Brave'.

Our Values and Behaviours: The organisational values define Shakespeare North Playhouse. They create a framework for the way in which the organisation wishes to achieve the vision and objectives. The team are firm in the belief that what is achieved is only half of the plan, as how success is attained is of equal importance. It is critical that there is a framework of how people will thrive together, as a team, with partners, visitors, and audience.

• Equal
• Supportive
• Accountable
• Useful

The Role

The Front of House Manager will be responsible for ensuring that the audience and visitors are constantly placed at the heart of the building. You will be the building's duty manager whilst on shift.

You will work across several areas of Visitor Experience, including Front of House, Retail, Events & Venue Hire operations, and overseeing all casual staff and volunteers. The Venue Duty Managers will need to have excellent interpersonal and communication skills, with the ability to think on their feet and deal with difficult situations.

Reporting Relationships

You will report directly to the Senior Visitor Experience Manager and work closely with the Head of Visitor Experience & Operations. There are no direct line management responsibilities, but you will oversee the on‐duty casual Visitor Experience team and Volunteers.

Place of Work

The place of work will be Shakespeare North Playhouse in Prescot, Knowsley. Occasionally work will be required at alternative locations, including partners with whom Shakespeare North co‐produces.

Salary and Hours of Work

The hours of work will be contracted as 21 hours per week, likely 6–8 hour shifts. The job holder will be expected to exercise flexibility based on the needs of the Venue. Evening and weekend work will be required.

This position may be available as a variable‐hours (including zero‐hours) contract, offering flexibility based on operational requirements. Your actual hours to be worked each week will be as necessitated by the needs of the business.

Shakespeare North believes in a healthy and happy workforce and recognises the importance of helping its employers balance their work and home lives by offering working hours that as far as possible enable them to balance their work commitments with other priorities.

The rate of pay for this role is £14,414 per annum.

Main Duties:

• Ensure Shakespeare North Playhouse maintains our reputation for delivering an industry‐leading visitor welcome.
• Supporting, supervising and maintaining excellent standards within the on‐shift Visitor Experience team.
• Lead the on‐shift Visitor Experience team whilst delivering outstanding service through varied, challenging and often simultaneous performances and events.
• Safely ensure the ingress and egress of audiences and work alongside the Senior Visitor Experience Manager and production team to ensure shows and events run on time whilst adhering to predetermined specifications and policies.
• Brief and debrief Visitor Experience team members.
• Create post‐show event reports.
• Act as Incident Controller during shifts, ensuring the company health and safety policy is upheld.
• Support the Commercial team in all areas of retail, merchandise and show snacks.
• Assist Retail & Ticketing Assistants to find solutions to ticketing issues as they arise.
• Oversee the sale of merchandise and show snacks during performances and events.
• Process any refunds/exchanges.
• Ensure the gift shop is always immaculate and fully stocked, helping merchandise when necessary.
• Drive the Visitor Experience Assistants to seek out opportunities to upsell and cross‐sell when appropriate.
• Ensure rooms are set up and ready for internal and external events.
• Lead on the delivery of events to the highest standard.
• Collate and compile event information into briefing sheets, using our venue management system YesPlan.
• Be confident and comfortable overseeing an events team, including delivering event briefings.
• Work closely with the Events & Hires Manager and Senior Commercial Manager in delivering event catering.
• Become knowledgeable of the artistic programme, and Shakespeare North Playhouse's brand and values to promote events to visitors.
• Ensure that all public spaces are welcoming and inviting.
• Close sales points and complete till reconciliation as required, following the company's cash handling policy.
• Lead casual members of the Visitor Experience Team, ensuring a high and consistent standard of customer service.
• Act as Incident Controller/Duty Manager for the building.
• Act as keyholder.

Person specification:

• Management/Supervisor level experience working within a customer‐facing role in the culture or hospitality sector (e.g. theatre, museum, attraction, restaurant, bar).
• Clear and effective communication.
• Flexible and adaptable, able to respond effectively in high‐pressure situations.
• Be a fast learner and engage with any training provided.
• Experience with cash handling.
• Flexibility in relation to duties and working hours which will include evenings and weekends.
• Level 2 Food Hygiene Certificate.
• Experience supervising a team.
• Experience in cashing up and cash reconciliation procedures.
• A good knowledge of Health & Safety legislation and procedures.

Diverse representation

We encourage and welcome applications from people whose background and experience are under‐represented in the cultural sector. We are committed to inclusive working practices and understand there may be barriers people face when considering an opportunity like this.

Equality Monitoring

As part of your application, please make sure to fill out the Equal Opportunities Monitoring Form. The information you provide will not impact on the consideration of your application and will be used solely for the purpose of monitoring.

Data Protection

Information provided by you as part of your application will be used in the recruitment process. Any data about you will be held securely with access restricted to those involved in dealing with your application in the recruitment process.

This job description is intended as a guide to the duties expected of the post‐holder. These duties may be reviewed from time to time to meet the needs of the business.