Front Of House Manager

The Core At Corby Cube; Corby; On-site; GBP 28,000 - 36,000; Full time

Job summary

The Core at Corby Cube is seeking a Front of House Manager to lead our customer-facing team across performances, events and workshops. You will mentor Duty Managers, volunteers and Customer Service Assistants to deliver a warm, professional welcome.

Role combines people leadership with event management, building a safe, accessible and high-quality experience for audiences, clients and visiting companies.

Qualifications

• Minimum of two years' experience in large entertainment / customer-driven environment.
• Managing large teams of Customer Service staff.
• Experience of food & beverage operations.
• Management of volunteers.
• Personal License holder and licensing knowledge.
• Strong health & safety awareness and compliance.
• IT literacy including EPOS and document software.

Responsibilities

• Oversee the day-to-day management of front of house and customer-facing areas.
• Lead Duty Managers, Customer Service Assistants and Volunteers.
• Support delivery of corporate and commercial events and meetings.
• Ensure a safe, clean, welcoming environment for all audience members and clients.
• Coordinate staffing, stock and front of house operations for events and workshops.
• Provide leadership and development for staff and volunteers.

Skills

Team leadership

Staff management

Food & beverage ops

Volunteer management

First Aid certified

IT literacy

Time management

Communication skills

Education

Personal License Holder

Licensing Law – Theatre, PEL, alcohol

Health & Safety

Commercial Sales operation

Tools

EPOS / IT systems

Word / Excel

Job description

About the Role

Looking for a role where no two days are the same?

As Front of House Manager at The Core at Corby Cube, you’ll be at the heart of leading our customer-facing team and making sure every customer, artist and visiting company receives a warm, professional welcome.

You’ll lead Duty Managers, Customer Service Assistants and volunteers across performances, events, workshops and commercial activity, combining people leadership, event management and customer experience.

It’s a hands-on role with plenty of variety, responsibility and opportunity to shape how our audiences experience the venue. If you’re an organised, confident leader who enjoys working with people and thrives in a busy environment, we’d love to hear from you.

Job Opportunity

Job Purpose:

• To oversee the day to day management of all front of house and customer facing areas of The Core at Corby Cube.
• To be responsible for leading a team of Duty Managers, Customer Service Assistants and Volunteers.
• To support the delivery of high quality corporate and commercial events and meetings.
• To support the delivery of a safe, clean, welcoming and accessible environment for all incoming audience members, participants and clients.

Key Task Areas:

Customer Experience & Operations

• To support the Commercial and Customer Experience Manager in maintaining consistently high standards of customer experience across The Core, ensuring agreed procedures, standards and initiatives are implemented effectively by the front of house team.
• To monitor customer feedback, complaints, incidents and operational issues, taking appropriate action where required and escalating significant matters to the Commercial and Customer Experience Manager.
• To act as a key link between front of house, Duty Managers, visiting companies and other departments, ensuring relevant operational, access and customer information is communicated clearly and in a timely manner.
• To support the Commercial and Customer Experience Manager in identifying opportunities to improve the customer journey, accessibility, commercial performance and operational efficiency of the venue.
• To support the delivery of commercial events, performances and workshops, ensuring appropriate staffing, customer service and front of house arrangements are in place.
• To provide duty management support at the Core’s youth outreach space, Project M.
• To act as a duty manager as needed on a flexible schedule across the week, including evenings and weekends as needed.

Commercial & Stock Management

• To support the effective operation of front of house commercial areas, including bars, retail and other customer-facing income streams, ensuring appropriate staffing, presentation, stock control and customer service standards.
• To support the Commercial and Customer Experience Manager in identifying opportunities to maximise income, reduce wastage and improve the efficiency of front of house operations.

Staff Leadership & Development

• To support and mentor Duty Managers, Customer Service Assistants and Volunteers, ensuring consistent standards of performance, conduct and customer service.
• Rotaing of staff and volunteers to cover the busy performance, events and creative learning programme week to week.
• To identify staff and volunteer training and development needs and support the delivery of appropriate training, briefings and ongoing development.
• To support the recruitment, induction and retention of an appropriately skilled pool of Customer Service Assistants and Volunteers.
• To recognise and address poor performance appropriately, providing feedback and escalating ongoing concerns to the Commercial and Customer Experience Manager where required.
• Being the first point of contact for volunteer liaison.

Building and Event Management

• Supporting the Commercial and Customer Experience Manager to ensure that the building is ready to welcome customers, clients and artists with a high-quality welcome.
• Support the successful delivery of all events and workshops at the venue including contributing to planning meetings in advance and reporting post event as appropriate.
• Liaising with incoming companies in advance to discuss their requirements and disseminating information to the rest of the team.
• Supporting with the collation of recharge information and reporting any recharge details to the Commercial and Customer Experience Manager in a timely manner.
• To ensure that all building safety and checks are completed consistently and any issues are reported promptly.
• Oversee the completion and dissemination of show reports to provide key information at the end of each shift including handover notes to other departments as appropriate.
• Responsibility for stock ordering and stock control in front of house areas.
• To attend weekly team meetings to discuss the events coming up week to week and contribute any issues from a front of house perspective.

Health and Safety and Safeguarding

• Ensure that all front of house staff adhere to health and safety policies and procedures and that all relevant risk assessments including COSHH risk assessments are understood by front of house staff, providing further support and guidance as required.
• Being a nominated First Aider for the organisation and supporting the first aider team to complete checks of first aid kits and equipment.
• Being a nominated Fire Marshall for the organisation and ensuring that the team are regularly briefed and supported to feel confident in the event of an emergency evacuation.
• Adhere to good safeguarding practices and support by ensuring the safety and security of all front of house spaces from a safeguarding perspective supporting chaperones and technical teams as required.
• Support with the delivery of an ongoing programme of training and information dissemination to the volunteer team.
• To take appropriate responsibility for the management of customer incidents, complaints, accidents, challenging behaviour and other operational issues during events, ensuring these are recorded and escalated appropriately.
• To ensure effective pre-event briefings and post-event handovers are completed, sharing relevant information and identifying any issues requiring follow-up.

Essential Skills

Essential Experience:

• Minimum of two years' experience in large entertainment /customer driven environment.
• Managing large teams of Customer Service staff.
• Experience of food & beverage operations
• Management of volunteers

Essential Knowledge/Qualifications:

• Personal License Holder
• Licensing Law – Theatre, PEL, alcohol
• Health & Safety
• Commercial Sales operation

Essential Skills/Abilities:

• Excellent planning and time management skills
• Excellent communication skills, both oral and written
• Qualified First Aider *
• IT literate – Word, Excel & EPOS
• Decision making
• Willingness to work a variety of shifts including evenings and weekends.

Desirable Experience:

• Experienced trainer
• Front of House Experience in an arts environment.
• Commercial Bars’ operation

Desirable Knowledge/Qualifications:

• Understanding of the Technical aspects of Theatre
• Experience of delivering corporate hospitality

Closing date: Tue 8 September 26

Interviews: TBC

Please note that we will be reviewing applications as they are received and may close the recruitment process early if a suitable candidate is appointed.