Front of House Duty Manager

Responsible for Whilst on shift: Front of House General Assistants, Undershed General Assistants, Front of House Supervisors, Security Staff on shift

Location In the building. This post is not suitable for remote working.

Purpose of job

The post holder manages all public-facing areas of the organisation, providing a visible lead on excellent customer service delivery. They are responsible for directly managing the General Assistants and Security Team on shift. They work with the Café & Bar and Events Team to ensure all operations run smoothly. They will ensure the highest levels of customer experience are always provided. They will ensure the safety and cleanliness of the walkway.

The position will be guaranteed one shift per week but there will be the opportunity to work extra shifts covering holiday and absence in the team.

Main responsibilities

Cinema Event Management

Working closely with the Technical Team and producers to ensure all events are started on time, and to the highest presentation quality.

Working alongside the Cinema Team by welcoming and managing any guest speakers or partners for public facing events.

Support and lead the General Assistant Team in managing audiences within the auditoria and their potential redistribution to support other areas of the business as needs arise.

Work closely with Box Office Team to ensure excellent customer experience and smooth operational delivery of all ticketed events.

Building Management

Maintain a safe,cleanand welcoming environmentat all timesbymonitoringthe building and its facilities,in particularthe WCs.

In the absence of the Facilities Team, react to and problem solve any maintenance issues that may arise on shift.

Manage security of premises whilst on duty, including opening and/or closing of building and all areas within it to protect property, personnel, and the public.

Act as out of hours key holder for the buildingin the event ofsecurity or fire alarm activation.

In the absence of the Head of Facilities, act as point of contact for all of Watershed’s tenants.

Act as fire warden managing the evacuationin the event ofa fire alarm activation. This will include arranging, delivering, and attending regular evacuation training.

Customer Experience Management

Whilst on shift,manage Front of House team and security staff to ensure the efficient and welcoming delivery of Watershed’s customer experience.

Support Café & Bar Duty Manager / Supervisor in ensuring Café & Bar operations are running smoothly.

Support Box Office Supervisor by providing front desk cover andassistingwith distribution of tickets to customers whererequired.

Support Events Team in delivery of events and conferences.

Manage andmaintainany concessions and sales for the cinema.

General

Communicate effectively with colleagues and external clients and carry out effective hand-overs within the team.

Staff administration including time sheets and booking staff taxis.

Other administration tasks asrequired.

Act as duty first aider.

Provide cover for sickness and holiday.

Key performance indicators

Excellent customer service with positive feedback from clients.

A committedand effective team.

Excellent communication within the team and with all other departments.

Smooth running of all public facing activity.

Acts responsibly in an emergency and is reliable as a key holder in an emergency.

Act in the interest of health and safety of our customers.

Experience in front facing duty management/supervising.

Excellent communication and leadership skills.

Excellent administration and ICT skills.

Fantastic customer service.

Flexible and reliable and available to work weekends.

Equal opportunities monitoring

We are striving to understand more about who applies to work with us. At the end of the application process we invite you to complete our anonymous equal opportunities monitoring form, which will not be shared with anyone involved in the recruitment process.

Opening hours

At full operation, Watershed is open seven days a week, including Bank Holidays (Christmas Day and Boxing Day are the only exceptions). Watershed is a public building, which operates a diverse range of cultural and commercial activities. The post holder will need to be comfortable working in this environment.

Watershed's first value is Inclusive – We listen to and learn from our community, creating equity and addressing harm where it occurs. The information below lays out some of the steps we are taking to create a more inclusive recruitment process. Many of these steps are new to us, so feedback and questions are very welcome.

We believe our work will be stronger with greater diversity and welcome applications from those who bring balance to our team. Watershed welcomes the whole person to work, and we understand that each of us brings our experiences, our backgrounds and our own unique lens to what we do. Supporting our staff means they are not appointed to represent specific groups or organisations.

Watershed Values

As a registered charity and social enterprise, Watershed has well-established brand values. We seek to apply our values in everything we do and ask staff, partners, suppliers and collaborators to do the same.

Our values are:

• InclusiveWe listen to and learn from our community, creating equity and addressing harm where it occurs
• TransparentWe share our approach openly and clearly, working at a pace which enables everyone to participate who wishes to
• ResponsibleWe use our resources generously and sustainably, considering our impact on future generations
• KindWe are careful and caring with ourselves and with others
• HopefulWe celebrate culture, creativity and wonder as paths to a better future

Watershed is a Social Enterprise Mark holder. Social Enterprises are businesses whose products and services create both social and environmental benefits.

Working at Watershed

We are welcoming, kind and adventurous and develop our sense of experimentation and creativity. We support people, prioritise inclusivity and are committed.

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