Front of House Manager

Citizens Theatre, Gorbals, Glasgow City

Front of House Manager

£33000 - £35000

Citizens Theatre, Gorbals, Glasgow City

  • Full time
  • Permanent
  • Onsite working

Posted 2 days ago, 28 Jan | Get your application in today.

Closing date: 19-02-2025 (In 19 days)

job Ref: None

Full Job Description

The Front of House Manager is responsible for leading all aspects of Front of House operations, including customer welcome, staffing for performances and activities, and delivering events and hires.  As a primary point of contact for all public users of the building, you will establish the standards and expectations of the Citizens Theatre Welcome and be an important ambassador for our values. You will support and develop the Front of House team to deliver a great customer journey with a focus on driving front of house revenue through both auditorium and bar/catering/event revenue streams, while creating a safe and inviting environment for all. 

 

Following a six-year closure for a major redevelopment of the building, we intend to reopen the Citizens Theatre to the public in August 2025.  The transformed building and facilities will present new opportunities for artistic, participation and commercial activities, including a new bar/café.  This is an exciting opportunity to join the team ahead of the reopening to establish the systems, processes, policies, recruitment and training necessary to ensure an exceptional welcome to our visitors when we reopen our doors in the summer. 

 

Responsibilities: 

 

Front of House 

  • Leading the Front of House team, develop and deliver an exceptional welcome to all Citizens Theatre visitors, patrons and stakeholders at the theatre or other locations as required, and maintain continuous improvement within the organisation 
  • Contribute to the creation, implementation and management of the Building Operating Plan  
  • Lead on the recruitment, training, management and development of Front of House operations staff, including duty managers, ushers, event logistics and cleaning, and operate and manage a flexible rota system for Front of House staff that ensures safe staffing levels and effective cost control 
  • Lead by example and set high standards for customer service, ensuring effective communication and nurturing an environment with an emphasis on motivation, teamwork and accountability for area and service levels 
  • Duty manage 3-4 performances and events each week, including the first performance of all productions and all accessible performance 
  • Act as key holder and Duty Manager as required 

 

Events and Hires 

  • With the Head of Commercial Operations and Bar & Events Manager, develop the event and hires business plan, proactively promoting the theatre’s hire services to both new and existing clients 
  • Successfully plan and execute both internal and external events, including corporate hires, performance hires, internal meetings and private bookings  
  • Contribute to setting and achieving ambitious income targets for the events and hires business 
  • With the Bar & Events Manager, promote, plan, organise and deliver all functions and events, and liaise with all necessary departments regarding costings and invoicing for functions, both internal and external 

Person Specification: 

 

Essential 

  • Experience of successfully leading a team to deliver exceptional standards of customer care within an event or theatre environment including the provision of food, beverages and alcohol 
  • Experience of managing staff, including recruitment, training, staff development and disciplinary processes 
  • Knowledgeable and competent with emergency procedures including evacuations 
  • Experience of implementing Health & Safety practice within a venue/events setting, including dealing with and managing First Aid incidents 
  • Excellent customer focus and strong customer service skills 
  • Ability to manage difficult situations calmly and professionally 
  • Ability to multitask and work on several projects at the same time 
  • An organised, flexible approach to day-to-day responsibilities, with the ability to work well under pressure and with a focus on problem solving 
  • Ability to work collaboratively across and beyond the organisation, using proactive and effective negotiation and influencing skills 
  • Excellent verbal and written communication skills, with a high level of accuracy in English 
  • Excellent time management and organisational skills, with the ability to work independently, self-motivate and use initiative to meet deadlines 
  • Strong numeracy and budget management skills 

 

Desirable 

  • Experience of working Front of House in a theatre 
  • Personal Licence Holder 
  • Valid First Aid qualification 

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About this company

Citizens Theatre

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