TM029 - Front of House Supervisor

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Posted: 06/10/2021 14:12
Start Date: Not Available
Salary: £9.70 per hour
Location: Theatre Royal Plymouth, Royal Parade
Level: Non-Managerial
Deadline: 25/10/2021 09:00
Hours: 15-40 hours per week
Benefits: 28 days holiday per year (pro-rata), company pension scheme and great ticket offers
Job Type: CONTRACTED FIXED HOURS

Theatre Royal Plymouth is a registered charity, inspiring a lifetime of creativity for audiences, artists and participants throughout Plymouth and the wider region. As the principal home of performing arts in the South West, we engage and inspire many communities, creating memorable experiences for people from all backgrounds. TRP do this by creating and presenting a breadth of shows on a range of scales, with their extensive creative engagement programmes, by embracing the vitality of new talent and supporting emerging and established artists, and by collaborating with a range of partners to provide dynamic cultural leadership for the city of Plymouth.

 

Inclusion and Diversity

We are committed to cultivating a culture of inclusion at TRP with a workforce, participants and audiences that reflect the diversity of the communities we serve.

The collective power of each team member’s life experiences, knowledge, innovation, self-expression and talent creates the very best environment for us to achieve our ambitions and lead the sector.  

In recruiting for our team, we recognise the unique contributions that you can bring in terms of education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, colour, religion, disability, sexual orientation and beliefs.

 

 

We are looking to build a team of Front of House Supervisors to assist with the customer service in our public spaces, auditoriums and backstage ensuring our visitors feel special and our buildings are safe and in tip-top condition.

Front of House Supervisors will deliver excellent customer service supporting the welcome, auditoriums, sale of refreshments and merchandise whilst collaborating with other departments such as Box Office, Hygiene, Stage Door, Technical and the visiting companies.

This role will provide successful candidates the perfect opportunity for developing supervisory skills as well as gaining a broad experience of how a Theatre operates which would assist with building a career in Front of House or Theatre Management.

Successful candidates will need to provide sufficient availability so the rota can cover a variety of shifts a week, Monday to Sunday. A shift can range between 4 to 8 hours covering the operational needs of the Theatre from 9.30am to 11pm. The contracts available start from 15 hours up to 40 hours a week. We have a range of flexible start dates from mid-November to mid-December. The rota will be compiled at least two weeks in advance to deliver the appropriate support for the Theatre programme.

 

To apply

We are happy to receive either a TRP application form or your CV and a Covering Letter in application.

Closing Date           Monday 25 October at 09:00

1st Interview Date      from Wednesday 27 October 2021

 

We’re here to talk! We’re available to speak to you before you make your application so, if you’re not quite sure if your skills match the role, want to talk about how flexible working could support you, or just check any of the details in this document, please do email us on recruitment@theatreroyal.com with the subject line ‘Front of House Supervisor’.

 

The Role

On joining TRP, we will introduce you to our core values and work through how they will help you deliver excellent customer service. Training will be provided to pass on good working knowledge of health & safety, food hygiene, safeguarding, security, licencing regulations and emergency evacuation procedures. You will also shadow and learn from our Front of House teams so you can have a strong understanding of the roles that you will supervise. We will complete regular reviews to help you settle in.

We thought it would help if we highlighted some of the main duties you will undertake.

Customer Service

  • To ensure the venue is safe, presentable, welcoming, and secure at all times
  • Welcome, engage and interact with patrons, be conversational and respond proactively and positively to customer enquiries, promoting offers and opportunities at TRP where appropriate
  • Check printed or e-tickets with electronic scanning and/or visual checks
  • Pass on easy-to-follow information to our ticket holders to help guide them to their seating areas
  • Help with enquiries relating to hospitality, lifts, shows and access assistance
  • Familiar with Box Office software, able to complete a transaction and investigate a booking enquiry
  • Act as a First Aider (training will be provided)
  • Ensure maintenance of equipment such as freezers, card machines, sanitisers and ticket scanners
  • Liaise and communicate with any external service providers, i.e. emergency services and security officers
  • Ensure safe evacuation of the entire building (members of public and teams) in the event of an emergency

Team Supervision

  • When requested, supervise an area of the Front of House to support the work of the Front of House Managers
  • Ensure the team are well-presented, proudly wearing and maintaining a high level of uniform standard
  • Attend and pass on pre-performance briefs to communicate show details and patron requirements to Hospitality Assistants, Hygiene Assistants, Ushers and volunteers
  • Assist Front of House teams to ensure the comfort of customers and the security of doors, emergency exits and the auditorium
  • Act as the first point of contact for the FOH teams which includes hospitality, hygiene, Stage Door, TR2 Reception, ushers and volunteers
  • To assist House Management team with team rotas, job allocation and feedback about standards
  • Understand budgets and be accountable for duties and tasks that link and impact
  • Contribute to effective recruitment, induction and development of teams formulating and implementing training
  • Fully understand the fire evacuation procedure and assist with fire drills and training sessions to ensure that team members are trained

Front of House Supervision

  • Prepare the Front of House areas and open the building
  • To take a lead and deliver specific requests for any room set up/pack down
  • Carry out regular checks of the building and ensure maintenance or hygiene issues are reported and rectified in a timely manner
  • Set up and join sales points to sell ice creams, programmes, refreshments and merchandise
  • Welcome and record the arrival of colleagues and visitors
  • Observe and assist the flow of patrons entering the building, actively managing the customer journey
  • Accurately monitor and reconcile all stock and takings
  • Accept and sign for deliveries
  • Collate and report any issues relating to safety, security, patron behaviour, housekeeping or maintenance to the Front of House Manager
  • Close down all FOH areas and work with the rear of house teams to lock up and ensure the security of the building

 

The Person

Our Values are at the heart of everything we say and do and our people demonstrate these values in every aspect of their work.  To be successful in this role, you should be able to demonstrate the following skills, experience and behaviour in line with these values.

Quality:

Taking pride in achieving excellence.  We take responsibility for and pride in what we do, recognising each other’s good work.  We set consistently high expectations and ensure that everyone has the skills to achieve excellence.  

Collaboration: 

Valuing each other in the way we work, communicate and spend time together:  We communicate regularly with each other, listening and understanding people’s needs.  We value and respect the relationships we have with colleagues and partners and we celebrate shared successes.

 

Is accountable for own work ensuring it meets expectations and agreed standards

Works with colleagues to deliver the highest possible standards

Enjoys exceeding expectations of customers and colleagues and responds to feedback

Understands and delivers in line with relevant legislation, policies, procedures and instructions

Identifies problems and suggests solutions or escalates where necessary

Actively engages with training and development to improve knowledge and skills

 

Is friendly and welcoming

Demonstrates the ability to liaise and work with a broad spectrum of people

Anticipates needs of others and responds accordingly

Actively seeks, encourages and acts upon feedback

Contributes to department’s achievement of objectives in the time agreed

Shows consideration for everyone’s welfare

Creativity: 

Being imaginative in everything we do:  We use our knowledge, experience and judgement to explore doing things differently.  We aim to empower everyone in the organisation to adopt a flexible, open-minded and imaginative approach.

 

Diversity: 

Embracing the diversity among our people and community:  We embrace and value difference and individuality treating everyone as equally important.  Together we are stronger and more effective.

Listens to information and asks questions to improve knowledge

Is open to new ideas and ways of working and willing to try new approaches to find the best way of doing something

Shares ideas and makes suggestions

Makes decisions appropriate to role without asking for permission

Pro-actively seeks views of customers and suggests improvements to managers based on feedback

 

Confidently welcomes and embraces people from all areas of the community/backgrounds

Seeks to understand others and respects views and opinions

Treats people fairly

Engages with Theatre Royal Plymouth’s community activities and programmes

Adapts communication to suit individual needs

Be willing to attend training sessions and communication meetings in line with TRP policies and procedures

Empowers colleagues to become ambassadors for TRP’s commitment to an all-embracing approach

 

 



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