Customer Service Host

3 weeks ago

London, United Kingdom Brixton House Theatre Full time

**Background**

Brixton House aims to be a transformative venue. Our location on Coldharbour Lane puts us in the best place to provide an enriching variety of entertainment, activities, and opportunities for everyone. We will deliver these with care, inclusivity, and respect.

**Purpose of the role**

To be trained to work in a variety of front-of-house roles including the theatre, bar, cafe, and box office. To assist with the successful delivery of first-class sales and customer service in line with the style and ethos of the BH Theatre. To adhere at all times to health and safety, licensing regulations.

**KEY RESPONSIBILITIES**

Box Office:

- To be the principal point of welcome to the BH Theatre and to act as reception for the building and alert relevant staff promptly of any visitors arriving at the building.
- To ensure there is sufficient ticket stock in the printer and that the computer, printer, and chip and pin pad are all working.
- To count the Box Office float and to inform the Visitor Services Manager of any discrepancy.
- To take delivery of postage and deliveries. and to distribute to the relevant member of staff.
- To listen to answer phone messages and call back customers throughout the day.
- To serve customers to the box office via the phone and in person.
- To print and prepare tickets and merchandise for postage.
- To batch print tickets before each performance and distribute these to customers.
- To actively sell tickets and merchandise pre-show.
- To support the Customer Services Manager with performance incoming, especially when the house is open.

Theatre:

- To welcome patrons, check ticket stubs, usher patrons to seats, and act as the point of contact for inquiries.
- To sell programs, texts, or other merchandise pre-performance during the interval, and post-performance.
- To ensure the public areas, foyer, auditorium, and toilets are presentable at all times.
- To ensure freesheets, leaflet displays, and merchandise are tidy and well stocked and that all poster displays are clean.
- To be responsible for the safety and comfort of patrons before, during, and after performances.

Bar/Cafe:

- To serve customers and visitors to the building at the bar.
- To be knowledgeable of the products that the bar and cafe serve.
- To abide by and enforce appropriate licensing regulations.
- To correctly operate the Café Bar’s, cash registers, and PDQ machines.
- To be proactive in bar and food sales to ensure maximum profitability.
- To accurately reconcile and record cash takings.
- To adhere to and assist with stock control procedures.
- To accept and check, stock deliveries.
- To ensure all cash and stock is kept safe whilst on the premises.

Across all roles:

- To have a broad knowledge of BH Theatre productions, past and present.
- To provide a welcoming environment for all visitors to the theatre.
- To uphold the highest standard of customer service.
- To assist in ensuring the safety and comfort of members of the public and staff.
- To deal effectively with any customer problems and inquiries.
- To actively promote BH Local, BH Connect, and Supporter schemes
- To actively promote offers (including season multi-buy offers), to up-sell and cross-sell BH Theatre shows.
- To be fully aware of the emergency evacuation of the theatre & Front of House areas
- To ensure that basic daily cleaning duties are carried out.
- To assist with internal and external events.
- To attend all training sessions.

General:

- To act always in the best interest of The BH Theatre.
- To act at all times in accordance with BH policies and protocols.
- To attend a preview/dress rehearsal for each production at the BH.
- To actively implement environmental policies and practices for the department.
- To adhere to BH Theatre policies, including Equalities (including diversity, access, equal opportunities) and Environmental policies.
- To actively adhere to and implement the BH Health and Safety policy.
- To maximize income and minimize expenditure wherever possible without jeopardizing the quality of the work or the reputation of the BH Theatre.
- Any other duties as reasonably required.

**PERSON SPECIFICATION**

Essential:

- Commitment to high levels of customer service, with experience in dealing with customers both in-person and on the telephone.
- Good communicator, able to offer a consistently high standard of customer care.
- Enthusiastic team worker with excellent interpersonal skills.
- Ability to use your initiative and prioritise tasks.
- Ability to work well under pressure.
- Accurate cash-handling skills.
- Basic knowledge of health and safety issues is desirable.
- Excellent verbal and written communication skills.
- A good level of numeracy.
- The ability to work evenings and weekends.
- A genuine interest in theatre.
- Good computer skills and proficiency with Microsoft Office
- Friendly & warm personality.Keen interest in the arts & in particular the BH Theatre.

Desirable:

- Experience of

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