ABOUT TRAFALGAR ENTERTAINMENT(TE)

Co-founded by Sir Howard Panter and Dame Rosemary Squire in 2017, Trafalgar Entertainment is a premium international live entertainment business focussed on new productions, venue ownership, Performing Arts education, theatre ticketing, the distribution of live-streaming innovative content and the provision of great theatres where people can come together to share in the experience of live entertainment. TE is home to Trafalgar Theatres, The Chiswick Cinema, Trafalgar Theatre Productions, Trafalgar Releasing, Trafalgar Tickets, Stagecoach Performing Arts, Drama Kids/Helen O’Grady Drama Academy, ticketing company London Theatre Direct, Stagedoor, Jonathan Church Theatre Productions, and Imagine Theatre.

ABOUT TRAFALGAR THEATRES

Trafalgar Theatres is the venue-operating division of TE.  We currently operate 16 venues; including 14 in the UK regions; the Trafalgar Theatre in London’s West End and the Theatre Royal in Sydney.  We’re growing fast, we’re confident in what we do, and we’re ambitious about the future.  There’s never been a better time to get onboard.

We are passionate about entertainment, audiences, and the live experience and we value Creativity, Collaboration, Excellence, and Respect.

ABOUT THIS ROLE

The Front of House Manager is vital to the success of our business.  The postholder plays a pivotal role in the safe , welcoming and efficient running of Front of House services, as well as Duty Management and operational requirements of the building.

ABOUT YOU

A professional with experience in the theatre or live-entertainment space. You will be confident in dealing with members of the public , have a professional, courteous and ‘can do’ attitude to work and will take pride in delivering a clean, safe and enjoyable environment through excellent customer service and attention to detail.

You’ll be resilient, able to communicate clearly and excellent at forming working relationships with others.

• Have proven experience of successfully delivering a high standard of customer service to a large number of members of the public

• Experience in addressing and managing customer complaints and dissatisfaction.

• Experience of Duty management in a public environment

• A strong customer service focus and a genuine desire to deliver an excellent experience, every time.

KEY RESPONSIBILITIES

• In collaboration with the General Manager and the venue’s senior management team, uphold the conditions of the venue’s licenses.

• Develop, implement and manage the highest standards of Customer Service in all Front of House and backstage areas, including communication and guidance for staff and volunteers.

• Deliver our ‘Four Pillars’ customer services training programme for staff and volunteers, in line with TE policies, ensuring the maximum involvement of all Front of House and Box Office staff, and within appropriate service standards and targets.

• Show duty management responsibilities ensuring all staff and volunteers are briefed regarding relevant show information across all departments.

• Liaison with Visiting Company and Tour Managers as required as part of show duty management responsibilities, and to ensure their requirements are met.

• Sustain positive cross-departmental working relationships, ensuring effective communication and support.

• Overall responsibility for effective management of the Volunteer Ushers and maintaining excellent communications with this team, creating Front of House rotas that are accurate, and take all operational factors into account.

• Organise and deliver regular induction days for Front of House staff and volunteers and ensure that training materials are accurate, appropriate and up to date.

• Support other customer facing departments in day to day delivery of customer facing services e.g. assisting Hospitality colleagues at times of greatest demand.

• Assist and liaise with the Marketing Executive to ensure all publicity and marketing material is displayed effectively both internally and externally.

• Work within and outside the venue to promote the services offered and helping to maintain the venues position within the community, including taking lead on partnerships with local charities.

• Co-ordinate and develop the access services provided to audiences, identifying areas for future development and approaches to funding this work. Work closely with relevant partner organisations in this area (e.g. arts and disability organisations).

• Undertaking and documenting of risk assessments relevant to the front of house departments including dissemination and review.

• Management and collection of all feedback from customers (including comments, compliments and complaints) and ensuring prompt responses after appropriate investigation. The identification of any necessary improvements to service standards to improve the venue’s performance against its targets, objectives and standards.

• As part of the Duty Management team you will be the nominated First Aider when Duty Manager and be required to deal with any accidents or incidents that occur, ensuring that they are accurately recorded and followed up if required.

• Take lead on the implementation of the Wycombe Swan’s Emergency and Evacuation procedures including all relevant training, drills and briefings, as well as collaboration with the Technical & Buildings Manager, General Manager and the relevant statutory authorities.

• Support the management of procedures to ensure all Front of House areas are kept clean and tidy at all times and that regular checks of public areas are undertaken, records kept and findings acted upon by the relevant department.

This Job Description is not an exhaustive description of your duties.  You will be required to adopt a flexible approach to your role and responsibilities. 

Trafalgar Entertainment is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people in groups where we are under-represented, for example people with disabilities, from minority ethnic groups, older returners and people who are neurodivergent.

We are curious, courageous and ambitious, empowering people to challenge and innovate in pursuit of excellence.

St Mary Street | High Wycombe | HP11 2XE

Registered Office   Trafalgar Entertainment Group | Ashcombe Court | Woolsack Way | Godalming | United Kingdom | GU7 1LQ