Duty Manager - Exeter Northcott Theatre

Job Title: Duty Manager (Casual)

Department: Front of House

Responsible to: Front of House Manager

Responsible for: Volunteers, Front of House Staff

Purpose of this post

Our front of House is a small, but passionate and fun team. We work hard together to manage a variety of events across our venues – ranging from comedy names such as Jack Whitehall, and theatre classics like The Mousetrap to community-based theatre and dance events – and everything in between! We are seeking someone who shares our passion for customer service and creating memorable experiences for the people of Exeter and Devon.

Our Duty Managers are responsible for managing the Front of House and Volunteer Team for a specific performance or event, for maintaining the highest possible standards of customer care, and for ensuring the welfare of any member of the public while on our premises. Working closely with the Duty Technical Manager (who is responsible for the safe operation of on-stage and backstage areas) they are jointly responsible for the smooth running of the event.

The Duty Manager is also required to contribute to the operation of our bar and café facilities, working closely with the bar and café supervisors to drive spend. Our Duty Managers are the public face of the theatres and represent the Northcott Management.

Key Duties & Responsibilities

Duty Management

Overseeing all Front of House activities, ensuring the welfare of members of the public whilst on the premises, and maintaining the highest possible standards of customer care.

During performance and events:

Acting as a point of contact for hirers/users in both our venues.
Liaising with all parties (box office, visiting companies, technical, bar supervisor/team leader) to ensure the smooth running of the event.
Manging the volunteers during their shifts and proving a briefing to all front of house staff at the beginning of each shift.
Working with the bar and café supervisors in ensuring Front of House Assistants are maximising sales income in all areas.
Acting as a designated First Aider and responding to staff/customer injuries as required
Dealing with any emergency on the premises, including addressing the audience if necessary, overseeing the safe evacuation of customers if required, and reporting emergency actions to the Theatre Manager or other member of the Senior Management Team as soon as possible.
Alongside the theatre management team, controlling the finances of all Front of House sales, including, managing cash floats, reconciling tils, and adhering to Northcott financial policies/procedures.
Merchandise Management: Collaborate with the Front of House team to create and maintain merchandise displays. Ensure all sales are accurately recorded, tally sales, reconcile accounts, and count stock with the visiting company. Complete and submit all necessary paperwork to ensure accurate inventory and financial tracking. Ensuring compliance with the terms of the theatre’s commission
Adhering to the theatre’s Health & Safety policy and reporting any relevant issues.
Ensuring the premises are maintained in a clean and tidy state and reporting any maintenance issues.
Maintaining a good working knowledge of the theatre’s Spektrix ticketing system and Undertaking ticket sales duties as required.
Maintaining a good working knowledge of the theatre’s Yesplan programme management system and Spektrix, our ticketing software (training will be provided),
Completing show reports in Yesplan highlighting incidents, complaints, and maintenance issues.
Acting as a key-holder and ensuring that the venue is locked and alarmed at the end of the day or handing that responsibility over to the relevant person.

General

Maintaining an up-to-date knowledge of the theatre’s values & business objectives.
Taking an active role in promoting the theatre’s values and meeting its business objectives.
Taking an active role in identifying and removing barriers for anyone with access needs.
Maintaining a working knowledge of the theatre’s programme.
Attending staff meetings/training as required.
Adhering to all other Exeter Northcott Theatre policies & procedures.
Maintaining confidentiality at all times.

NB This job description represents a summary of the essential characteristics of this role, including its principal accountabilities, and is not intended to be read as a complete account of all duties or responsibilities involved, which may develop over time as the business needs of Exeter Northcott Theatre change.

Person Specification

Please demonstrate how you meet these Essential & Desirable criteria when applying for this role, as this will form the basis of our shortlisting:

Essential

Experience of leading and managing teams in organisations that work in large public spaces or events, such as leisure, entertainment, sports, or other ticketed events.
An articulate communicator, with good literacy and numeracy skills.
Ability and confidence in managing a diverse team of volunteers, salaried and casual staff, treating differing views with discretion and diplomacy.
Proactive and flexible attitude, particularly in the approach to working hours and duties.
Flexibility working across several venues and ensuring high and consistent level of standards are upheld at all.
Positive attitude with a creative approach to increasing revenue and minimising costs.
Excellent interpersonal and customer service skills.
Experience of cashing up / dealing with the reconciliation of monies.
Ability to work under pressure, make decision in the moment, and problem solve.
Ability to work collaboratively as part of a team.
Conscientious, reliable, and punctual.
IT savvy – able and willing to learn new software skills
Commitment to the plans for the future direction of the Exeter Northcott.
Available to work evenings and weekends.

Desirable

Experience of working in a theatre or arts environment.
Personal License/First Aid qualification (training can be provided).
Experience of working with event management or ticketing software.

Terms & Conditions

Salary: £12.56 per hour

Working Hours: Casual – Zero hours

Working Pattern: Flexible, and will include evenings and weekends

Working Location: Northcott Theatre, Barnfield Theatre & other locations as required

Benefits: Complimentary tickets to available shows, discounted/ staff rate to various shows

Discount on Food and Drinks

Access to Spectrum Life Wellbeing programme

Start Date: ASAP

As this role includes bar work, candidates must be aged 18 or older to apply.

How to apply

As part of our commitment to inclusion we’re working to widen the pool of people who hear about vacancies at the theatre and make the process of applying for a job as straightforward as possible.

For this role we’re asking all candidates to click on the Apply Now link for this vacancy on our website and submit written and/or video/audio responses to the same three questions so you can tell us about yourself and why you’re the right person for this role:

Tell us about yourself and why you want to work at the Northcott
Tell us how your professional experience meets the person specification
Tell us about what support you might need if we were to offer you this role, a
And then upload a copy of your latest CV.

For an informal chat please contact [email protected]

Closing Date: Wednesday, 30 October 2024.

Interviews will take place: w/c 11 November – in person

Apply Now