Front of House Manager

Organisation: Ulverston Community Enterprise

Salary Details: £20,000 per year for 37 hours per week + 3 % employer pension contribution

Closing date for applications: 14 Dec 2018

37 hrs a week with regular evenings and weekends.

Permanent with 3 month probationary period

The Coro is one of the principal buildings in Ulverston and has the largest capacity of any hall in the South Cumbria area. It is managed, operated and maintained by Ulverston Community Enterprises and offers excellent entertainment.  This includes performances by touring companies in the fields of music, comedy, theatre, festivals, ballets, family shows, panto and opera.  We are also a lively community venue with events such as coffee mornings, bingo and fairs.  We also hire space, including the main hall, for events such as birthdays, christenings and weddings.

The Front of House Manager is responsible for the smooth and efficient day to day running of the Coronation Hall’s front of house operations as well as the identification and implementation of long term strategies for Front of House management development. They lead and develop the team of bar staff and volunteer stewards to provide at all times a safe, warm, friendly and vibrant environment for audiences, visitors and staff, maintaining excellent customer services.

The Front of House Manager will also play a key role in the development and delivery of Coronation Hall as a welcoming and vibrant community hub.  In particular, they will focus on making the Coronation Hall one of the primary cultural and community venues in South Cumbria, delivering and contributing to the development of its widening range of events and services.  They will oversee the hiring of the hall, including event planning with customer, and delivery of a high quality, efficient and consistent bar and catering offer, driving commercial profitability to meet and improve financial targets.

 

KEY AREAS OF RESPONSIBILITY ARE:

  1. Front of House operations
  2. Bar Operations
  3. Staff & Volunteer Management
  4. Customer Service
  5. Event organisation
  6. General

 

  • Front of house operations

 

  • To be responsible for the development and management of the day to day front of house functions, including the two bars.
  • To be responsible for the development and management of a team of Volunteer Stewards to provide a professional customer service at all events.
  • To act as duty manager during key performances and events as required (role shared with other staff).
  • To ensure, on a daily basis, that all Front of House staff are fully briefed for the evening’s event.
  • To produce and distribute daily operational reports.
  • Work closely with other departments, particularly box office, to ensure all events operate smoothly and efficiently.
  • Bar Operations

 

  • Manage and oversee the bars, staff and volunteers with a hands-on approach to all aspects of operational responsibility, undertaking floor and developmental/administrative duties as required of the business needs of the Hall
  • Take a leading role in the development of the hospitality offer and bar operations in line with UCE’s values, objectives and requirement to maximise income.
  • Undertake pricing, stock control and reporting on stock results and financial information as required. The post holder will need to liaise closely with the Finance Officer, following appropriate finance and security procedures
  • Provide timely and accurate information on casual staff for payroll
  • Ensure compliance with all statutory guidance for Employment, Health and Safety and relevant Licencing laws and regulations
  • Undertake regular documented inspections of the bar and catering areas to ensure the highest standards of cleanliness, maintenance and safety

 

  • Staff and Volunteer Management

 

  • To lead the bar team, communicating effectively to ensure the smooth running of the front of house operation with a motivated team.
  • To be responsible for the recruitment, induction, development and training, supervision and line management of Front of House staff.
  • To work closely with the Volunteer Coordinator to recruit, manage and support a pool of volunteer stewards.
  • To be responsible for drawing up staff and volunteer rotas, ensuring that the front of house is adequately staffed at all times
  • Ensure FOH staff maintain and deliver a high standard of appearance and customer service.

 

  • Customer Service

 

  • To work closely with the Director and other members of staff, in particular the Box Office Administrators, Buildings Manager and Programming Manager to develop and maintain a coordinated approach to excellent customer service and to ensure that all front of house staff understand and are fully committed to this approach.
  • To deal with all matters raised by members of the general public visiting the building in a constructive and courteous manner and when necessary, follow the Coronation Hall’s procedures when issues or complaints are received by the organisation.
  • Respond appropriately to enquiries regarding hiring the hall from members of the public, hirers, artists and other users.

 

  • Event organisation

 

  • To take responsibility for the hiring of the hall, working with other key members of staff and customers to organise and deliver their event effectively.
  • Ensure the appropriate resources are allocated to the hire of the hall according to the bookings/financial procedures.
  • Maintain relationships with outsourced providers of resources such as agency bar staff, first aid and security.
  • General

 

  • Participate in supervisions with the Director and produce information or reports as needed, including for the Board
  • Undertake other duties as appropriate and in agreement with the Director
  • To work in line with the values of Ulverston Community Enterprises and all policies and procedures of the organisation.
  • Contribute to continuous improvement of every area of Coronation Hall’s operations

 

 

This job description is neither restrictive nor definitive. It is important to note that the responsibilities may change to meet the evolving needs of the services UCE provides.

 

CRITERIA and PERSON SPECIFICATION FOR THE POST OF FRONT OF HOUSE MANAGER

 

Essential Criteria

You must have the following skills and experience:

 

  1. At least two years’ experience in a bar and hospitality environment including cash handling
  2. Demonstrable understanding of the need to marry a commercial approach with UCE’s community focus
  3. Excellent interpersonal skills to build close and productive working relationships with colleagues, event producers, artists and a range of local community stakeholders
  4. Numeracy with the ability to gather and present information, compile reports and make recommendations
  5. Commitment to UCE’s mission, vision, values, aims, objectives and equal opportunities
  6. Ability to be able to work flexibly and to work the unsocial hours required of the role
  7. Event management experience

Person specification

  1. A creative thinker, strong at initiating new ideas and concepts
  2. First class communicator; strong written and oral communications with a range of audiences
  3. A flexible and energetic approach to work to achieve agreed deadlines within tight schedules
  4. Ability to work quickly and professionally at busy times
  5. Collaborative approach, able to get the best out of team members.
  6. Experience of budget monitoring and contributing to financial forecasting
  7. Ability to analyse issues and identify solutions

How to apply

Please send an up to date CV and Covering Letter explaining why you would be suitable for this role to beth.kennedy@ulverstonenterprises.uk by midday on Friday 14th December.  Interviews will take place in the week beginning Monday 17th December.