Foh Assistant

**Role**: FOH Assistant

**Reporting to**: Deputy General Manager

**Job Category**: Support

**Department**: FOH

**Supervisor**: FOH Lead (FOH work) & Box Office & Volunteer Lead (Box Office Work)

**Supervising**: Volunteers

**Notice period**: One Month

**Spine Points**: 1-4

**Key purposes of this role**:
Provide a friendly face-to-face experience for our customers throughout their visit.

Welcome customers and assist them within the venue.

Working the bar, pouring and serving drinks. Taking payments and communicating with customers.

To work effectively and support fellow FOH staff, visitors and volunteers. Support the Box Office and Volunteer Lead and Duty Leads.

Work effectively as part of the Cheltenham Playhouse team

Your line manager will be the Deputy General Manager.

This role will require flexible working on evenings and weekends. Overtime must be authorised in advance by your line manager.

All staff are expected to work within Cheltenham Playhouse policies and procedures, with particular regard for Health & Safety and safeguarding.

**FOH duties and operations**:
Provide friendly customer service and proactively assist visitors throughout their time at the venue.

Provide support, advice and assistance to staff, producers, artists and visitors.

Ensure Front of House Volunteers operate effectively and are guided to provide support and assistance to audience members.

Manage feedback relating to bar.

Work with and support Duty Leads.

Support FOH Lead.

Report any maintenance issues to the Technical Lead.

Assist with bar restocking.

Ensure tills and systems are used to record transactions.

Feedback and suggest improvements to POS and Operational Systems to improve use ability and efficiency.

Ensure cash is handled securely.

Ensure all duties are carried out in accordance with theatre procedures.

Undertake any relevant training and development that may be required and maintain an understanding of child protection

Requirements/enforcement with regard to audiences.

Willing to flex outside role and assist colleagues with their duties.

**Working the bar, pouring and serving drinks**:
Provide friendly bar service to customers before and after performances, during intermissions and during Green Bar performances.

Help keep the bar and seating areas clean and tidy.

Ensure tills and systems are used to record transaction.

**Taking payments and communicating with customers**:
Confident in carrying out Challenge 25 checks.

An eagerness to broaden knowledge of bar service and drinks.

Willing to put forward ideas and suggestions to improve bar efficiency and performance.

**Work effectively as part of the Cheltenham Playhouse team**:
Dress in accordance with theatre uniform policy.

Stay up to date with opportunities for the venue and actively promote the venue.

Feedback and make suggestions on potential venue improvements.

Problem solve and work with other staff with a solutions focused attitude both for FOH issues and to proactively support colleagues in other departments and give input when requested.

Occasionally assist in other areas and tasks to support the overall running of the venue to a reasonable extent. Such as providing cover due to leave in the box office or assisting with basic maintenance of the venue when requested.

Maintain exceptional interpersonal skills.

PERSONAL PROFILE

We are seeking someone who closely matches the following criteria:
**Qualifications**:
Clean DBS check or willing to gain.

First aid trained or willing to gain.

**EXPERIENCE**:
Experience within a hospitality.

Experience of bar work.

A history of working well under pressure.

Experience of providing exceptional customer service.

History of maintaining outstanding interpersonal communication.

**SKILLS/ PERSONAL QUALITIES**:
A friendly and approachable individual willing to work as a team and assisting customers.

Knowledge of POS, Bar and Hospitality systems.

Good customer service skills and reputational awareness.

An strong interest in the performing arts and developing the theatre.

Ability to establish good rapport with adults and young people and understand their needs.

To have an understanding of H&S and Fire Safety regulations.

Able to work effectively as part of a team.

Suitable to work in a community environment in the presence of children, young people and vulnerable adults and to act accordingly.

Please note this role will require you to do 2 trial shifts before being accepted for the role.

**Key performance indicators**:
Feedback from customers and other departments

Theatre profile both within the venue and our wider community

Compliance with Playhouse processes

Feedback for Line Manager and Supervisor

This job description sets out the main duties of the post at the date when it was drawn up. Such duties may vary from time to time without changing the general character of the post or the level of responsibility entailed. Such variations are standard and do not justif