Head of House Management

4 weeks ago

London, United Kingdom Shaftesbury Theatre Full time

**Head of House Management**

**Purpose**

To manage the general upkeep of all non-technical areas of the Shaftesbury Theatre which includes the backstage accommodation, offices, auditorium, foyers and other spaces ensuring at all times good relationships with the suppliers, public and producers, including their various agents. The postholder reports to the Operations Director concerning all matters other than financial where they shall report jointly to the Operations Director and the Financial Director. Their line manager is the Operations Director.

Attendance at a show or an event at the Theatre is for most members of the public a significant event and thus the House Management team has an important role in representing both the Theatre and Production to ensure that it is of an exceptional quality. The Head of House Management works collaboratively with the Head of Bars and Hospitality to define and implement an excellent visitor experience and is supported by a Deputy Head of House Management, House Management Assistant and an extensive staff team.

**Duties**
- To provide an efficient and welcoming service to the public, artists, producers and managements visiting and working at the Theatre.
- To provide a first-class level of customer service at the Shaftesbury Theatre
- To provide informed and accurate information to the public, in person, on the phone, by letter or electronic communication.
- To train and maintain staff engagement in the delivery of the highest standard of Customer Service in the delivery of excellent visitor experience
- To adequately staff and support all productions and large scale events presented at the Theatre, ensuring that all producers, artists, staff teams, and public are served to the highest standards.
- To work in liaison with the Operations Director in assessing the requirements for each resident production and/or hire implementing appropriate staffing, structures and services on each occasion.
- To work in liaison with the Events Team in pitching, managing and delivering large scale events, providing House services as appropriate for each occasion.
- To develop, revise and implement in partnership with the Head of Bars and Hospitality the Theatre’s Customer Service and Operational Delivery Guidelines that reflect the policies and aims of the Company, as defined by the Theatre’s Senior Management
- To develop, revise and implement the department’s Operational Manual to always ensure efficient and effective operational procedures that are delivered consistently and that comply with Employment, Licensing and Fire regulations.
- To manage the House, and Stage Door teams, delegating as appropriate with the approval of the Company’s senior management team. Acting as the line manager for all House staff ensuring through briefings and appraisals that they are able and competent and that staff levels are within agreed budgets, in accordance with the needs of the Theatre and that all employment legislation, union agreements and SOLT policies are properly implemented.
- To provide overall liaison of all activities in the non-technical areas of the Theatre to include but not limited to maintenance, cleaning, security, temperature control, exterior presentation and any other matters delegated by the Operations Director taking a management lead as appropriate.
- To manage the security of the Theatre, including the day-to-day management of the security contractor, to ensure appropriate staffing levels are maintained and all staff are appropriately trained, follow good practice working within current legislation and “in house” procedures.
- To manage all aspects of the department’s Health and Safety requirements ensuring adherence to the Company’s policy and undertaking risk assessments, completing accident reports and their subsequent investigations in an appropriate and timely manner.
- To conduct the recruitment, appointment, appraisal, and training of House staff, in consultation with the Operations Director, with the aim of enabling the staff to be of the highest quality through the development of their skills.
- To ensure that all relevant documentation relating to the employment of the staff team is fully completed and provided to the Administrator for issue of contracts in a timely manner.
- To ensure effective staff levels within agreed budgets, in accordance with the needs of each activity, managing all timekeeping and adherence to Working Time regulation and holiday entitlement
- Ensure that the House team understand the grievance, disciplinary and dismissal procedures, and to conduct any such action within the Company guidelines where appropriate.
- To maintain effective files of all correspondence, dealing with requests in an efficient and polite manner.
- To provide effective and timely reports as requested by either the Senior Management team or the Producer.
- To liaise with the cleaning, waste and all other relevant contractors undertaking regular in

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