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Closing date: 6th November 2024 at 10amSalary: c. £35,000 per annum depending on experience&nbsp;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.&nbsp;ResponsibilitiesCustomer Service<ul><li>Delivering consistently outstanding customer experience to our audiences and visitors.</li><li>Line managing, recruiting, inducting and training Front of House staff that are energised, knowledgeable and motivated.</li></ul>Operations<ul><li>Ensuring the Front of House and building operation runs smoothly, including adequate provision of staff and a welcoming and safe environment for all customers.</li><li>Ensuring all public areas of the building are clean, presentable and welcoming to all customers with a range of access needs.</li><li>Ensuring appropriate duty management arrangements are in place at all times.</li><li>Implementing and reviewing all operational procedures including opening-up/closing, fire safety, first aid, security, pest control, cleaning and housekeeping.</li><li>Overseeing building maintenance and liaising with external contractors to resolve building issues safely and effectively.</li><li>Liaising with the security company that supplies security staff for performances.</li><li>Liaising with the cleaning company to ensures consistently high standards of housekeeping throughout the venue.</li><li>Acting as Duty Manager for the building and during performances.</li></ul>Health and Safety<ul><li>Implementing and overseeing Health &amp; Safety in all Front of House and office areas with a particular focus on security and fire safety.</li><li>Adhering to and contributing to the Health &amp; Safety policy and with Health &amp; Safety regulations generally.</li><li>Identifying hazards and completing suitable risk assessments for all Front of House and office related activities.</li><li>Ensuring that all Health &amp; Safety maintenance and training records for the department are completed as required.</li><li>Acting as a member of the Health &amp; Safety committee.</li></ul>Other<ul><li>Delivering all Front of House elements for all performances and events.</li><li>Working closely with the Head of Catering to ensure the premises licence is adhered to at all times.</li><li>Acting as a keyholder for the building.</li><li>Considering equality, diversity and access in all activities undertaken by the Front of House department.</li><li>Considering how the Front of House department’s activities impact the environment and implement improvements to reduce environmental impacts.</li><li>Assisting with management of capital projects.</li></ul>&nbsp;Knowledge, skills and experience<ul><li>Previous management experience in a professional front of house environment, preferably within a producing theatre venue.</li><li>Vision, leadership and entrepreneurial flair.</li><li>Excellent interpersonal and communication skills.&nbsp;</li><li>A passion for delivering excellent customer service.</li><li>An ability to tailor your approach to meet different demographics and social groups.&nbsp;</li><li>Demonstrable success of managing a team of people and proven ability to recruit, train, develop, inspire, motivate and manage a team.</li><li>Excellent organisational and planning skills.</li><li>An ability to strategise and plan ahead, whilst remaining flexible and responsive to new demands and pressures.</li><li>Able to remain calm whilst working under pressure.</li><li>Tactful, diplomatic and able to maintain confidentiality for sensitive information.</li><li>Good attention to detail and ability to work quickly and accurately.</li><li>Office and administration skills with good computer literacy.</li><li>Ability to work without supervision and take initiative.</li><li>Ability to anticipate the needs of colleagues.</li><li>Ability to understand and manage health &amp; safety, fire safety, licensing and other statutory regulations.</li><li>Current First Aid at Work certificate or successfully applying for the certificate following appointment.</li><li>Commitment to diversity and broadening access.</li></ul>&nbsp;We welcome and encourage applications from candidates who are under-represented in the creative industries.&nbsp;Please state in your application that you found this role through Creative Access.

1 Front of House / Customer Service Opportunity