House Manager - Exeter Northcott Theatre

The Purpose of this Post

The House Manager plays a pivotal role in ensuring an outstanding customer experience for all theatre visitors. They lead by example, covering Duty Manager shifts for a significant proportion of their time. Using this knowledge and experience, they oversee the recruitment, training, and management of the Duty Management team and volunteers, while also ensuring compliance with health and safety regulations, and contributing to the realisation of the Theatre’s strategic objectives. The role requires strong leadership, attention to detail, and a proactive approach to maintaining a welcoming, efficient, and accessible front-of-house operation.

Key Duties & Responsibilities

1. Operational

Leading the audience welcome across both venues, including regularly delivering Duty Manager responsibilities for performances by leading the team with a hands-on approach
Ensuring the smooth running of all public-facing, non-F&B, aspects of event management
Line Managing the Assistant House Manager, Duty Managers and Volunteers. Setting and modelling clear standards of expected performance and behaviour and supporting performance, development, and wellbeing as needed.
With the Theatre Manager, ensuring that adequate volunteer numbers are scheduled for all events and ensuring that all shows have Duty Managers.
Working with the Marketing & Development Director, Marketing Manager, and other member of the team, to review audience and user experience and where necessary improve delivery.
Taking the lead in identifying and implementing customer access initiatives, ensuring that theatre spaces are welcoming and accessible to all visitors.
Working with the Head of People to recruit and train a diverse range of volunteer stewards and developing a broad range of opportunities for those volunteers to participate in ENT’s activities.
Ensuring that cleaning procedures are carried out in accordance with agreed protocols, overseeing the cleaning contract and supply management.
Lead the delivery of an exceptional customer welcome and experience, working closely with the Food & Beverage Manager and other departments to enhance the visitor journey.
Working with programming and marketing teams to enhance FOH experiences – for example, meet and greets and other wrap around activities.
Ensuring clear procedures for addressing customer concerns, equipping duty managers with training in de-escalation and problem resolution.

2. Health & Safety

Ensuring the implementation of emergency planning processes and procedures including fire, evacuation, invacuation and first aid training for staff and volunteers
Ensuring all front of house staff and volunteers are fully aware of their H&S responsibilities
Ensuring appropriate provision of front of house first aid cover

3. General

Maintaining up to date knowledge of the strategy and business plan of ENT
Deputising for the Theatre Manager as appropriate.
Acting as an ambassador for the Northcott at all times
Thinking creatively and strategically about how the Front of House activity contributes to ENT goals and to be alert to relevant opportunities
Taking a leading role in identifying and removing access barriers for anyone with access needs
Taking an active role in ensuring that the Northcott fosters a diverse, inclusive and welcoming culture for all
Maintaining a working knowledge of the theatre’s programme
Attending staff meetings/training as required
Adhering to all Exeter Northcott Theatre policies, procedures, and values
Maintaining confidentiality at all times
Any other duties which may be reasonably requested by the Finance and Operations Director or Theatre Manager.

Person Spec

These are the qualities and experiences we think you will need to fulfil this role. They might all apply to you, or only some. If, after reading the role description, you feel that you would be right for the job, we want to hear from you.

Essential

Experience in recruiting, training, and managing staff and/or volunteers, and the ability to motivate and develop teams.
Knowledge of health and safety regulations, emergency planning, and first aid provisions in a public-facing environment.
Understanding of accessibility and inclusivity best practices within a cultural or public venue setting.
Willingness to work evenings, weekends, and bank holidays as required.
Excellent interpersonal and communication skills, with the ability to engage positively with a wide range of stakeholders.
Ability to remain calm under pressure and respond effectively to emergencies or unexpected situations.
Experience working effectively as part of a team
Strong organisational and problem-solving skills, with high attention to detail.
A warm, enthusiastic and friendly demeanour and a passion for providing excellent customer experiences.
Good IT skills, experience using Microsoft Office

Desirable

Proven experience in a similar role within a theatre, public venue, or customer service environment.
Understanding of marketing and audience development strategies in a theatre or cultural setting.
First aid qualification and experience in delivering or arranging first aid training.
An interest in theatre and/or the arts

Terms & Conditions

Salary: £29,983 per annum
Contract Type: Permanent
Working Hours: Full Time (39 hours per week)
Working Pattern: Exact days/times will vary depending on the theatre’s programme. Regular evening and weekend work required.
Holiday: 32 days per annum (inclusive of bank holidays)

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 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 you might need support with if we were to offer you this role
And then upload a copy of your latest CV.

For an informal discussion about the role, please contact Mark Gambrill, Theatre Manager, [email protected].

Closing Date: Sunday 6 April 2025 at 5pm
Date of Interviews: April 14 at the Northcott

Apply Now