Duty Manager

Description:

Both new Duty Management roles will be primarily expected to cover Walthamstow's evening programme, across evenings and weekends. 

If there are not 5 evening shows on a given week both DMs will be required to support the Operations Manager with daytime administrative duties.

Purpose of the job: 
To act as the operational lead during performance mode within the building, working closely with the audience, bar and technical teams and security to ensure the smooth running of our programme with an excellent artist and customer experience. 
Overseeing Health and Safety during events and performances, for the building, ensuring all elements of the Venue Management Plan are enacted including licensing and fire regulations, as well as acting as a decision making in the event of incidents and emergencies. Building a positive, dynamic, innovative and customer focused culture on shift, ensuring an exceptional and inclusive welcome to all. 
Ensuring the building is set and the teams are ready to receive audiences. 
Ensuring all of Soho Theatre’s artistic programme are fully supported, delivering and exceeding expectations. (performances, hires, digital and other activity).

Duties

Operations:

To oversee the running of a successful and enjoyable evening for all audiences, artists and teams within Soho Theatre Walthamstow
Be the escalation point for teams, audiences, visitors, patrons and VIPs during performance times. Ensure they are treated with the highest standards of care and attention, in line with the Customer Service Policy.
Take full control of the public areas from pre-opening checks to closing. Presenting a smooth customer-focused experience for the public, whilst ensuring all licensing laws are adhered to.
Ensure a sound working knowledge of performance content and show information (running times, age restrictions, latecomers’ points etc), and of audience requirements for performances, including provisions for access requirements and be able to effectively communicate these to teams.
Build the daily show report and run sheet for each shift.
Be responsible for managing customer feedback during performance times, resolving any problems with sensitivity and authority as they arise, and if not possible, ensuring that relevant feedback is conveyed to the Operations Manager for further recording and/or investigation
Ensure that the building is secure and that systems are in place to protect the building and its users.
From time to time you may also be required for daytime training, this will be arranged with the Operations Manager in advance.
To always act in the best interests of Soho Theatre, and in line with all company policies

Health and Saftey

Oversee the successful implementation of the Venue Management Plan, acting as the point of contact for all Waltham Forest Council representatives with an operational interest in Soho Theatre – Licensing, Environmental Health, Health & Safety.
Ensure all incidents are reported, fully investigated and actioned in swift time to prevent further occurrences.
Work closely with the technical team in maintaining the smooth running of the building, acting as fire marshal in an emergency.
Act as appointed first aider, fire marshal and key holder for the building.
Be responsible for managing audience evacuations.
Take full responsibility for the health, safety and wellbeing of the customers and team members.

Artists and Visiting Companies

Be a point-of-contact for artists and companies performing and using the venue, ensuring they are treated with the highest standards of customer service.
Liaise with visiting companies, artists, and producers and to be Soho Theatre’s representative in the absence of any member of the wider management team.
Be knowledgeable of the artistic programme and brand values of Soho Theatre.

STW Team

The post-holder will be overall in charge when everyone is in performance mode, and will lead by example, championing and promoting the values and behaviours of Soho Theatre, promoting diversity and inclusion and acting as an ambassador for the organisation.
Ensure that effective communication is maintained and cascaded between all teams on shift.
Lead a positive, professional and strong team when on duty, with a focus on customer satisfaction and quality service.
Maintain a consistent positive attitude when dealing with other staff members. 
Set a good example with regard to punctuality, attendance, attitude and hygiene.

General

Represent Soho Theatre with external stakeholders and the wider arts community, building constructive relationships to further the work and profile of Soho Theatre.
Uphold the Company’s equal opportunities, access and diversity policies.
Be fully aware of the theatre’s activities and programme of events at all times.
Undertake any other duties as may be appropriate to the nature of the post, as agreed with the Operations Manager.

Person Specification

Experience

First Aider
Fire Marshall/Warden
Experience of complying with Health & Safety legislation
Demonstrable experience in leadership role in a public-facing venue as theatre, arts organisation, cinema, festival or similar
An understanding of audiences and proven track record of delivering excellent experiences
Staff leadership experience, such as managing a team of casual workers
Experience as a personal licence holder