Theatre Usher

Front of House Assistant

Job description

Department: Front Of House

Responsible to: Theatre Management

Key internal contacts: Theatre Management, Theatre Supervisors, Box Office, Stage Department, Electrics Department

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 Theatr es.

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.

About the role

The Front of House Assist fundamental to the smooth operation of our theatres and bars, ensuring all customers have an enjoyable experience and are inspired to return. Successful candidates will be trained to serve customers in the bars, in the auditorium and in other public areas.

The Front of House Assistant role is primarily evening and weekend shift work with shifts being approximately 3.75 hours each.

Key duties and responsibilities

Health and Safety

• Participate in all required safety and security training, including regular drills.
• 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.
• Retain strong knowledge of the theatre’s General Emergency Procedures, including evacuation and invacuation plans, and attend regular training and drills for emergency procedures.
• Assist audience members or other building users who have become unwell or are injured, utilising trained first aiders where required.
• Conduct safety and security checks as instructed, ensuring any relevant paperwork is completed accurately.
• Provide suitable assistance, where requested, to audience members with accessibility requirements, including operation of any relevant access equipment (following suitable training).

Customer Experience

• Provide an excellent customer experience for every audience member, in line with the Nimax Theatres experience standards.
• Ensure the theatre remains clean, hygienic, and is always immaculately presented.
• Maintain up-to-date knowledge of the theatre and retail operations, and the current production in order to effectively answer any queries from audience members.
• Proactively direct audience members to key locations including the auditorium, bars, and toilets. Make announcements and provide information and updates as requested.
• Proactively identify and help audience members who require assistance. Resolve minor issues and complaints, ensuring that more serious matters are escalated to supervisors or management.
• Conduct accurate and thorough ticket checks. Help audience members to locate their seats.
• Re-seat patrons to alternative seats as directed by the theatre Box Office and Theatre Management.
• Seat audience members who arrive late 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.
• Monitor the auditorium throughout the performance to ensure audience members remain safe, that the current production’s filming and photography policy is adhered to, and that any disruptions are kept to a minimum.
• Assist any audience members needing to leave and re-enter the auditorium during the performance, ensuring their safety, and minimising disruption.
• Maintain high standards of cleanliness and presentation by performing a thorough clean-up of Front Of House areas at the end of each performance, and reporting any substantial issues to the theatre’s cleaning contractor.
• Assist Theatre Management with any functions, events, VIP visitors etc. when necessary.

Commercial

• Proactively sell drinks, confectionery, programmes, ice cream and merchandise to audience members, to enhance their visit experience.
• Prepare drinks to a consistently high standard, in line with specification given.
• Ensure sales areas are well-stocked, merchandised, and presentable at all times.
• Make audience members aware of any current promotions, and upsell where appropriate, actively participating in company-wide and theatre incentives.
• Ensure all sales are accurately processed through the relevant EPOS system (till, card machine).
• Maintain strong knowledge of full product range, including varieties and allergen information.
• Participate in all stock control processes, including stock rotation, regular stock counts, deliveries, and transfers.

Legal

• Ensure that the Company complies with the Weights And Measures Act, licensing, and trading standards laws, including accurate completion of ‘Authorisation to sell alcohol’ paperwork upon employment (if aged 18+).
• Thorough enforcement of the Company’s ‘Challenge 21’ policy when selling age-restricted items.

General

• Assist in the ongoing training of new staff members, as requested by Theatre Management.
• Carry out any other duties as reasonably requested by Theatre Management.
• Comply with the Company’s dress code.
• Actively work to reduce waste through environmentally-conscious working practices.
• Adhere to all Company policies and procedures outlined in the Staff Handbook and contract of employment.

This job description is not an exhaustive document but reflects the current position and details may be changed from time to time. The post-holder will be required to carry out any other duties as may be reasonably requested consistent with their job title and status. The duties contained within this Job Description must be performed at all times within the Company’s stated guidelines and operational policies.

Person specification

Essential

• Confident delivery of excellent face-to-face service to a variety of customers
• Engaging, well-presented and welcoming
• Works calmly under pressure
• A willingness to work evenings and weekends

Desirable

• Experience of hospitality work
• Experience following health & safety procedures
• Previous experience using till systems
• Experience of cleaning and sanitising
• Experience working with customers who have various accessibility requirements
• Previous manual handling training and experience

PLEASE NOTE: We are running our recruitment processes for these positions on a 4 weekly rolling basis. Therefore if you do not hear from us within 4 weeks of applying and you'd still like to be considered please re-submit your application for re-review.

Nimax Theatres Limited is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for employees, job applicants and customers alike. We actively encourage job applications from all backgrounds.