Head of Front of House

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Summary

Hampstead Theatre is looking for a talented Head of Front of House to create a welcoming and safe environment for our audience and visitors and to motivate and encourage our frontline team to deliver a consistently outstanding customer experience that based on our brand values and business plan.

More Details

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.

Hampstead Theatre is looking for a talented Head of Front of House to create a welcoming and safe environment for our audience and visitors and to motivate and encourage our frontline team to deliver a consistently outstanding customer experience that based on our brand values and business plan.

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 INCLUDE:

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.
• Acting as a keyholder for the building.
• Considering equality, diversity and access in all activities undertaken by the Front of House department.

For further information, including how to apply, please visit https://www.hampsteadtheatre.com/jobs to download a job pack.