APPOINTMENT OF FRONT OF HOUSE LEVEL SUPERVISORS ADELPHI THEATRE

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1 APPOINTMENT OF FRONT OF HOUSE LEVEL SUPERVISORS ADELPHI THEATRE Contents: Job Description Person Specification Hours of Work

2 Job Description Job Title Department Location Responsible to Responsible for Front of House Level Supervisor Front of House Adelphi Theatre Theatre Management Level Front of House Assistants Job purpose To provide support to Theatre Management in delivering excellent standards of customer service and maximizing the revenue and profitability of the Front of House operation by ensuring the smooth running of each performance and promoting the theatre s values, goals and objectives. Furthermore they are required to ensure that all staff adhere to Adelphi Theatre Policies and Procedures as laid out in the Upgrading the Experience Training programme. Main responsibilities This schedule of duties is not exhaustive, and Front of House Supervisors may be required to perform duties not listed, to suit the reasonable operational requirements of the Company. Postholders should note that specific duties may alter from time to time and all alterations will be appropriate to the job level. Customer service: To ensure that an excellent standard of service is offered to all customers, ensuring a positive and warm welcome is given at all times. To be aware of the needs of customers with disabilities of all kinds and to ensure those needs are dealt with efficiently and tactfully. To promptly and effectively deal with any customer issues, problems, comments, enquiries and complaints escalating them to the Duty Manager as appropriate. To serve customers in an efficient and courteous manner at all times. Operations: To attend regular Supervisor Meetings with Theatre Management, reporting back issues and ideas to help develop and focus the Front of House Department. To ensure the smooth operation in all areas of Front of House including auditorium, bars, kiosks, foyers and cloakroom. To ensure that seating checks are carried out prior to each performance and to liaise with Theatre Management to resolve seating issues before the house is opened. To monitor staff to make certain that they are checking tickets thoroughly, ensuring customers are in the right theatre on the right day and at the right time and directed to their seats in a polite and professional manner. Assist disabled customers to their seats. To supervise staff when dealing with latecomers and allocating staff to escort latecomers to their seats in line with procedure to ensure minimal interruption to the performance and to other customers

3 To log all items of property which are found or reported lost in accordance with procedure. To log any siting in the pest control log book located at Stage Door and to inform the Duty Manager immediately. To report any maintenance issues to the Duty Manager promptly and to ensure that it is logged on the Maintenance log located at Stage Door. Maintain the aesthetic and professional appearance of the auditorium and all front of house areas at all times. Ensure that all points of sale in front of house areas are fully stocked and staff have sufficient change for their floats. To ensure that basic daily cleaning duties are carried out and to assist with other weekly responsibilities as rotated. To undertake daily and weekly Level Supervisor checks for your rostered area reporting any abnormalities or issues to the Duty Manager. To ensure that good cleaning and maintenance standards are being upheld and to report any issues immediately to Theatre Management. To complete all relevant documentation for each shift including level supervisor checklist and level temperature readings form. To carry out any other reasonable duties as required by Theatre Management. Sales and stock control: To be pro- active in all Front of House sales, meeting and exceeding sales targets at all times ensuring maximum profitability. To ensure all cash, stock and equipment is kept safely whilst on the premises. To accurately reconcile and record cash takings against stock issued. Ensure the highest standards of presentation of all items available for sale. To correctly operate the Electronic Point of Sale (EPOS) system and PDQ machines in accordance with the Theatre s policies and procedures as required. To adhere to and assist with stock control procedures and the food hygiene policy. To assist with and, on occasion accept or check, stock deliveries. In conjunction with Theatre Management to actively contribute in developing incentive Schemes for the department, to help drive sales. To ensure that staff are assigned sufficient levels of stock for the shift and to monitor these levels to make sure that they do not run too low. To ensure that retail outlets on that level are well- stocked and presented and that staff are giving an excellent level of service. To actively engage in and motivate staff in relation to Company promotions and incentives. Staff Supervision and Training: To maintain an excellent level of service from auditorium staff, ensuring that staff are delivering service consistent with the Upgrading the Experience training programme and reporting any breaches of this to the Theatre Management. To assign staff to positions/roles each shift ensuring that all areas are sufficiently covered and expectations are effectively communicated. To allocate break times to staff and ensure that start and finish times of breaks are adhered to. To ensure that staff make best use of their time during the shifts to help the theatre reach business and financial objectives. To train new Front of House staff, ensuring that all staff are aware of their roles and what is required of them

4 Through close liaison with the management team, to ensure that all staff are kept up to date with their responsibilities. Monitor individual performance, standards of dress (uniform), time keeping etc and work alongside the Theatre Management to correct poor performance if necessary. To pro- actively identify jobs and tasks outside normal duties that may from time to time require attention and detail members of staff to carry out those tasks. Health, safety and security: To ensure licensing rules are enforced, including making all relevant safety checks of walkways and fire exits and to play an integral role in the Adelphi Theatre s emergency procedures ensuring customer and staff safety is maintained at all times. To employ crowd- control techniques to help ensure a smooth flow of public through the building. To proactively maintain a thorough knowledge of health, safety and hygiene policies, engaging in team briefings and reading any relevant literature provided. To ensure all accidents are reported to the Duty Manager and are accurately recorded in the accident book located at Stage Door. To participate in fire evacuation drills, leading and co- ordinating the staff on that level in a calm and professional manner. To carry out health and safety checks as required by Theatre Management. To ensure the cleaning schedules are being adhered to and completed correctly and signed for on a daily basis. To liaise with the Duty Manager to ensure any potential or actual hazards are reported and minimised and managed appropriately. Adhere to and implement Really Useful Theatre s Health and Safety policy and procedures. To escort authorised visitors/contractors to restricted areas and ensure any unauthorised visitors/contractors are reported to and logged in at Stage Door as directed by Theatre Management. Ensure the security of the public areas and anticipate the needs of customers. Ensure all areas of work and staff areas are kept clean, tidy and fit for purpose. Ensure that access control procedures are adhered to at all times and to sign in and out of the building at the permitted times as set by Theatre Management. General: Appear neat and tidy at all times and comply with the company uniform and personal hygiene standards. A supervisor is to lead by example therefore expected to ensure that they are always highly presentable. Undertake portering duties and any other reasonable duties as required by the Duty Manager or Theatre Management. To adhere to the Front of House Staff work practices, rules and regulations to ensure the efficient running of the department. Promote the Adelphi Theatre, its facilities and programme of work in an accurate and informed manner to both internal and external customers. Maintain good working relationships with all persons associated with The Adelphi Theatre and its operations, demonstrating at all times a high standard of professionalism. To distribute publicity and marketing materials to the audiences as required. To attend staff meetings and other meetings/briefings as required by Theatre Management. To be knowledgeable of the bars services, such as food and drink menus. To attend all training sessions as required by Theatre Management

5 Person Specification Job Title Department Date reviewed Front of House Level Supervisor Front of House 02/09/14 Please find below the key skills and core behaviours required to undertake this post. These will be used in the decision making process. Assessment methods AF = Application Form I = Interview T = Test Knowledge Knowledge of and enthusiasm for the performing arts and entertainment. Basic knowledge of health and safety and/or hygiene issues is desirable. Skills and abilities Essential: Able to drive sales. Excellent numeracy skills. Accurate cash handling skills. Ability and willingness to learn. Excellent listening ability and verbal communication skills. Good time management. Ability to work well within and lead a team and support a strong team ethic. To be able to motivate yourself and others for the duration of your shift. Fluent level of English in terms of oral and written communication / T Additional languages. Experience Essential: Previous recent experience of working within a customer focused role in a busy environment. Recognising customer need and tailoring service provided accordingly. Experience of meeting and exceeding sales targets and company objectives. Cash handling experience. Dealing with and effectively assisting with customer enquiries complaints, conflicts and difficult/ sensitive situations through to their conclusion in a positive and flexible manner. Working as part of a team, supporting and encouraging colleagues. Previous staff supervision experience Bar, retail or hospitality experience. Experience of using tills, EPOS systems and PDQs. Experience of stock control systems. Previous experience of maintaining safety at work in a public space.

6 Qualifications Essential: Minimum of 5 GCSEs or equivalent Minimum of 2 A Levels or equivalent Qualified First Aider Team Working Works effectively as a member of a team. Demonstrates an awareness of the need to work as part of a team and takes responsibility for getting things done as part of a team. Motivated and enthusiastic to work in partnership with others to achieve individual and team objectives. Readily contributes to team initiatives and team meetings. Shares knowledge and information with colleagues clearly and concisely. Willingly assists others in a positive and helpful manner. Comfortable working as part of a team. Customer Focus Is professional and polite in all dealings with customers, providing a quality service. A passion for providing excellent customer service, focusing on the customer and striving to understand them better than anyone. Effectively responds to customer queries in a prompt and helpful manner. Deal with customer problems and complaints in a professional, constructive and positive way. Listens to customers with interest and understanding. Note customer requests accurately and concisely ensure appropriate action is taken. Understands how own job and actions affect customers. Understand the importance of good internal and external customer relations. Communicating Actively listens. Communicates information effectively. Checks understanding by summarising information and inviting questions. Presents information clearly and logically, keeps to the point. Ensures the tone of communication is appropriate and able to get message across in a way that is polite. Passes on information from personal, telephone or written enquiries. Other notes Applicants should note the following requirements: Should be able to stand for at least one hour (unless a wheelchair user). Be confident in approaching members of the public to sell programmes, confectionary and other items of merchandise in order to meet and exceed sales targets. Be prepared to wear a uniform and name badge. Possess high personal standards of dress, appearance and attention to detail. Be confident, outgoing and motivated at all times. Driven to achieve results through determination and commitment

7 Hours of Work Please note that these details are only a summary and are subject to change. 8 shows per week and required shifts for contract times are detailed in the table below. Supervisors are required to attend the mandatory FOH Training sessions from the 29 th September until and inclusive of the 1 st October It is also required that Supervisors work 5 th November 2014 as well as the Christmas Schedule. Current shift start times are listed in the table below, however please note that some staff may be required to start earlier for their standard shift time. In the event of this happening staff will be given appropriate notice of this. Current shift finish times are listed in the table below however due to the nature of live theatre, it is possible that finish times could be slightly later for which overtime is paid. FOH Staff and Level Supervisors: Start time Finish time Monday 18:15 22:00 Tuesday 18:15 22:00 Wednesday matinee 13:15 17:00 Wednesday 18:15 22:00 Thursday 18:15 22:00 Friday 18:15 22:00 Saturday matinee 13:15 17:00 Saturday 18:15 22:00 Bar Staff: Start time Finish time Monday 18:00 21:45 Tuesday 18:00 21:45 Wednesday matinee 13:00 16:45 Wednesday 18:00 21:45 Thursday 18:00 21:45 Friday 18:00 21:45 Saturday matinee 13:00 16:45 Saturday 18:00 21:45 For information about the Adelphi Theatre Company Ltd please visit our website:

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