JOB DETAILS
Job reference
REQ01111
Date posted
04/11/2024
Application closing date
22/11/2024
Location
Bromley
Salary
£40,000 - £45,000 depending on experience
Package
Contractual hours
40
Basis
Full time
Job category/type
Front of House
Job description
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, 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 General Manager will ensure the highest standards for all front-of-house and hospitality activities, including the bars, events and private functions. Managing, motivating, and developing the staff within the theatre is crucial to the role, ensuring clarity of direction and delivery of business priorities through the implementation of the business’ hospitality strategy, developed in collaboration with the Theatre Director and Senior Management Team.
JOB ROLE – GENERAL MANAGER
KEY RESPONSIBILITIES
Strategic
* Working closely with central hospitality colleagues, investigating, developing, and proposing new initiatives and business opportunities for front-of-house and hospitality services.
* With the theatre director, develop annual front-of-house, hospitality, and events business plans and budgets, clearly setting out expected profit and service targets.
In conjunction with the central support teams and venue marketing executive, prepare and execute a comprehensive annual hospitality marketing plan.
Financial
* Monitor monthly and quarterly progress against business plans and budgets, with monthly reports of variances against budget and other associated reports as required.
* Investigation of shortfalls or overspending against target KPIs and developing agreed measures to rectify variations to realise overall budgetary targets.
* Oversee the implementation of appropriate price structures and product ranges based on group tariffs.
* Oversee the management of the Zonal till system and other retail solutions for customer transactions and reconciliation.
Operational
* Oversee the management of the Front of House and hospitality operations, including the bars, programme of events and corporate and private hires, to ensure they are delivered to the highest standards of presentation and quality.
* To manage the event programme, including promoting each event and overseeing their successful delivery and development.
* Attend opening night/press night on week-long productions and panto.
* Liaison with Visiting Companies and Tour Managers to ensure their requirements are met.
* To assist the Theatre Director in managing the theatre diary to ensure that all ancillary spaces are maximised, supporting the theatre’s community and commercial objectives.
* Provision of appropriate staffing levels on the budget for the Front of House and Hospitality
* With the Technical Manager, ensure all areas and their décor are maintained to a high, appealing standard, and all equipment is kept in good order.
* Manage the external cleaning team, liaising with the area manager and ensuring the highest possible standards.
Customer Satisfaction
* Develop, implement, and manage the highest standards of Customer Service in all Front of House and backstage areas, including communication and guidance for all staff.
* Deliver our internal customer services training programmes for staff and volunteers, in line with TE policies, ensuring the maximum involvement from all departments.
* Oversee the review of all mystery shopper reports to ensure consistently high levels of customer service are maintained within the hospitality teams.
* With a focus on exemplary customer service for guests and visiting companies, ensuring collaborative working between all customer-facing teams.
* Oversee all customer feedback relating to the venue operations. Work with your direct reports to investigate and respond appropriately and share, where required, with colleagues to improve service standards.
Recruitment, Training and Development
* Recruitment, induction, training, performance development, and monitoring (including setting and monitoring of personal targets) of direct reports to ensure their total contribution to achieving business and service targets.
* Undertake any relevant training and development that may be required and keep abreast of relevant industry developments.
Health & Safety
* To understand and have an excellent knowledge of managing all current Health & Safety legislation, licensing regulations and Food Hygiene legislation.
* Leading the venue to ensure it scores highly on all environmental health audits, food safety audits, and meets the requirements of the company’s food safety management system.
* The implementation of the venue’s emergency, security and evacuation procedures, including all relevant training, drills, and briefings, in collaboration with TE group and venue Management Teams and the relevant statutory authorities.
* Undertaking and documenting risk assessments relevant to the front-of-house and Hospitality departments, including dissemination and review.
* Ensure departmental and company Health & Safety procedures are carried out in all duties.
Other Responsibilities
* Act as a key holder of the building, ensuring smooth and safe operations and security procedures are maintained.
* Dress in accordance with Company uniform policy and wear protective clothing as issued and instructed.
ABOUT YOU
You'll be a self-motivated, engaging, and dynamic leader with significant experience in the theatre, music, or live entertainment space.
Commercially savvy, enthusiastic, and capable of influencing others (including senior members of the TE team and third-party producer clients), you’ll be energetic, proactive, results-focused, and creative in your approach.
You’ll be resilient, able to communicate clearly and excellent at forming working relationships with others.
PERFORMANCE MEASURES
* Venue financial performance is achieved through control of costs.
* Internal and external audit scores for Health and Safety, Food Safety, Facilities Management and Human Resources.
* Visit Feedback scores from front-of-house and back-of-house customers.
* Personal development/training and the development of the technical team.
Desirable
* Experience in the arts, leisure, hospitality, and or entertainment sector
* Minimum of 2 yrs in management role/s
Please note: Interviews will be held on Wednesday 27th November at the Churchill Theatre.
Trafalgar Entertainment is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are curious, courageous, and ambitious, empowering people to challenge and innovate in pursuit of excellence.
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