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.
Level of experience
- Mid-Level
Salary range
- £31,000 to £40,000 per year
Required languages
- English