Head of Front of House

Closing date: 6th November 2024 at 10am

Salary: c. £35,000 per annum depending on experience

Oversee operations, manage teams and welcome audiences to one of London's leading producing theatres.

At Hampstead Theatre, we champion the original, presenting world-class work on two ever-transforming stages. We present plays that are ingenious, surprising and accessible. We believe in thought-provoking stories that are intelligently told, leaving audiences entertained and exhilarated.

The Head of Front of House is a crucial role, responsible for creating a welcoming and safe environment for our audience and visitors. They will motivate and encourage our frontline team to deliver a consistently outstanding customer experience based on our brand values and business plan. The Head of Front of House will also oversee day-to-day operational matters including maintenance fire safety and security.

The successful candidate will have previous management experience in a professional front of house environment, preferably within a producing theatre, excellent interpersonal and communication skills and a passion for delivering excellent customer service.

Responsibilities

Customer Service

• Delivering consistently outstanding customer experience to our audiences and visitors.
• Line managing, recruiting, inducting and training Front of House staff that are energised, knowledgeable and motivated.

Operations

• Ensuring the Front of House and building operation runs smoothly, including adequate provision of staff and a welcoming and safe environment for all customers.
• Ensuring all public areas of the building are clean, presentable and welcoming to all customers with a range of access needs.
• Ensuring appropriate duty management arrangements are in place at all times.
• Implementing and reviewing all operational procedures including opening-up/closing, fire safety, first aid, security, pest control, cleaning and housekeeping.
• Overseeing building maintenance and liaising with external contractors to resolve building issues safely and effectively.
• Liaising with the security company that supplies security staff for performances.
• Liaising with the cleaning company to ensures consistently high standards of housekeeping throughout the venue.
• Acting as Duty Manager for the building and during performances.

Health and Safety

• Implementing and overseeing Health & Safety in all Front of House and office areas with a particular focus on security and fire safety.
• Adhering to and contributing to the Health & Safety policy and with Health & Safety regulations generally.
• Identifying hazards and completing suitable risk assessments for all Front of House and office related activities.
• Ensuring that all Health & Safety maintenance and training records for the department are completed as required.
• Acting as a member of the Health & Safety committee.

Other

• Delivering all Front of House elements for all performances and events.
• Working closely with the Head of Catering to ensure the premises licence is adhered to at all times.
• Acting as a keyholder for the building.
• Considering equality, diversity and access in all activities undertaken by the Front of House department.
• Considering how the Front of House department’s activities impact the environment and implement improvements to reduce environmental impacts.
• Assisting with management of capital projects.

Knowledge, skills and experience

• Previous management experience in a professional front of house environment, preferably within a producing theatre venue.
• Vision, leadership and entrepreneurial flair.
• Excellent interpersonal and communication skills. 
• A passion for delivering excellent customer service.
• An ability to tailor your approach to meet different demographics and social groups. 
• Demonstrable success of managing a team of people and proven ability to recruit, train, develop, inspire, motivate and manage a team.
• Excellent organisational and planning skills.
• An ability to strategise and plan ahead, whilst remaining flexible and responsive to new demands and pressures.
• Able to remain calm whilst working under pressure.
• Tactful, diplomatic and able to maintain confidentiality for sensitive information.
• Good attention to detail and ability to work quickly and accurately.
• Office and administration skills with good computer literacy.
• Ability to work without supervision and take initiative.
• Ability to anticipate the needs of colleagues.
• Ability to understand and manage health & safety, fire safety, licensing and other statutory regulations.
• Current First Aid at Work certificate or successfully applying for the certificate following appointment.
• Commitment to diversity and broadening access.

We welcome and encourage applications from candidates who are under-represented in the creative industries. 

Please state in your application that you found this role through Creative Access.