Theatre Operations Supervisor at The Apollo Theatre

2 weeks ago

London, Greater London, United Kingdom Nimax Theatres Full time
Theatre Operations Supervisor

Job description

Department:
Operations

Responsible to:
Theatre Management

Responsible for:
Front of House Assistants

Responsible for:
Head of Operations

Head of Customer Experience

Fire Officer

Stage Department

LX Department

Stage Door

Box Office

Key external contacts:
Stock suppliers

Stock auditors

About Nimax Theatres


Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London's West End - the Apollo, Duchess, Garrick, Lyric, Palace, and Vaudeville.

Additionally, Nica Burns has built an exciting new flexible theatre located at the top of Charing Cross Road, sohoplace, which has a close operational relationship with Nimax Theatres.


Our theatres currently have a combined capacity of 5,600 seats and, in addition to hosting some of the UK's most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts and children's theatre.

We are a unique, diverse, loyal team founded on respect.

We are here to put on great shows that people want to come and see, and deliver a fantastic experience in beautiful buildings.

Key duties and responsibilities

Health and Safety

  • Participate in all required safety and security training, including regular drills.
  • Retain strong knowledge of the theatre's General Emergency Procedures, including evacuation and invacuation plans, and take an active role in weekly fire drills, first aid training and all other emergency procedure training.
  • Participate in and comply with arrangements laid out in the Company's Health and Safety Policy, and any relevant method statements, risk assessments and policies.
  • Ensure the FOH team and building are compliant with all health and safety, licensing, food hygiene, and Company processes and procedures.
  • Promote a positive culture towards risk management and safe working practices.
  • Participate actively in safety reporting.
  • Ensure the accurate and up to date completion of safety equipment and hygiene checks, including but not limited to bar and freezer temperature logs.
Operation

  • Guided by Theatre Management, lead and support the Front of House Performance Staff. Produce the daily staff rota; prepare briefings; supervise the FOH team on duty, ensure the full team are achieving the customer service delivery, cleanliness, and hygiene standards, ensure all Nimax policies and procedures are being followed.
  • Supervise the flow of patrons throughout the building, anticipating, preventing, and resolving any issues.
  • Be the initial point of contact for any patron issues that have escalated from the FOH team.
  • Carry out regular checks on theatre levels and staff member operational responsibilities to ensure staff are on task, rectifying as necessary.
  • Maintain knowledge of the current show, including running times, latecomers' procedure, special effects, trigger warnings etc.
Customer Experience

  • Lead by example in delivering customer service excellence and engaging customer care to all audience members and visitors.
  • Anticipate customer questions and needs. Assist with any questions or needs relating to the building, performance, and retail operation in a positive, helpful, and professional manner, ensuring all other customer requests are passed to the appropriate department for resolution.
  • Resolve minor complaints referring more serious matters to Theatre Management.
  • Make announcements and provide information and updates as requested.
  • Oversee the 'latecomers' operation, ensuring that audience members who arrive late are seated discreetly, and in line with the guidelines of the current production.
  • Work with the theatre Box Office to resolve seating issues and ensure a suitable resolve for all audience members affected.
Commercial

  • Ensure that the public areas of the theatre are always immaculately presented, paying particular attention to service periods.
  • Ensure all retail positions are fully stocked with a robust stock rotation procedure in place.
  • Ensure all retail positions are merchandised in line with agreed standards and are ready for business during the incoming, interval and postshow as necessary.
  • Engage Front of House Assistants in all product promotions, and both companywide and theatre incentives.
  • Work to reduce wastage on all retail products, and ensure that any wastage which does occur is accurately reported via Zonal.
  • Serve on bars and at other retail positions where required, or when requested by Theatre Management.
Administration

  • Supervise the venue's stock of Nimax uniforms. Ensure all new Front of House Performance Staff are issued with the required items.
  • Assist with the onboarding and induction of new Front of House Performance Staff.
  • Monitor Front of House Performance Saff performance, standards and behaviour, correcting w

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