Theatre Ushers for Brokeback Mountain @sohoplace

7 months ago

London, United Kingdom Nimax Theatres Full time

Front of House Performance Staff

(Theatre Usher)

Job description

**Job title**: Front of House Performance Staff

**Reports to**:Theatre Management

**Key internal contacts**: Customer Experience Manager

Box Office

Stage Department

Electrics Department
- with a combined capacity of 5,000 seats. In addition to hosting some of the UK’s most critically acclaimed and successful plays and musicals, Nimax presents a busy and varied programme of comedy, concerts and children’s theatre.

About the role- Brokeback Mountain's standard performance schedule is as follows:_

**Monday 7:30pm**

**Tuesday 7:30pm**

**Wednesday 7:30pm**

**Thursday 2:30pm & 7:30pm**

**Friday 7:30pm**

**Saturday 2:30pm & 7:30pm**

Key duties and responsibilities
- Welcome - actively engage with customers to make them feel expected, welcome, special and comfortable, providing an exemplary customer experience.
- Helpful - observe, listen and react to customer needs, making each experience as easy and enjoyable as possible.
- Accountable & Consistent - take responsibility for the success and consistency of the customer experience, playing an active role in the health, safety and security of customers, the team and theatre.
- Compliance - to comply with all licensing regulations.
- Revenue - to actively increase revenue through retail sales.

Customer Experience
- Comply with the Nimax Theatres experience standards to provide an excellent customer experience for every customer.
- Ensure the theatre and front of house areas remain clean, hygienic and is immaculately presented at all times.
- Conduct safety and security checks as requested by Management.
- Proactively direct customers to the auditorium, toilets and bars. Make announcements or provide other information as requested. Re-seat customers as directed by theatre box office.
- Proactively help customers in need of assistance. Resolve minor complaints or issues referring more serious matters to the duty manager.
- Conduct ticket checks, helping customers locate their seats and ensuring latecomers are seated quickly and discreetly at the times prescribed.
- Together with the theatre box office, resolve double bookings and other seating issues to ensure no customer’s visit to the theatre is unduly disrupted.
- Monitor the auditorium during the performance, ensuring audience members are safe, that the filming and photography policy is adhered to and disruptions are kept to a minimum.
- To assist customers who have had an accident or who become unwell; seeking the assistance of trained first aiders.

Health and Safety
- Participate in all required safety and security training and drills.
- Participate in and comply with arrangements laid out in the Company’s Health and Safety Policy and other related method statements, risk assessments and polices.
- Participate in and comply with arrangements laid out in the Theatre’s Fire Risk Assessment and Evacuation Plans including training and rehearsal drills.
- Participate in and comply with arrangements laid out in the Company’s Health and Hygiene manual.
- Adhere to all Covid 19 related procedures.

Retail Programme
- Prepare bar and retail point of sale positions in line with hygiene and merchandising standards.
- Proactively sell retail products to customers, with the goal of improving customer experience.
- Make customers aware of any current promotions at the time of sale.
- Record all sales transactions in the designated electrical point of sale (till) system.
- Prepare any pre-ordered items or drinks purchased via an app, website or similar.
- Be fully knowledgeable about the entire range of products on sale, including individual portions in cocktails or specific allergen causing ingredients.
- Ensure service areas, equipment, cellars and stockrooms are clean and hygienically sanitised.
- Participate in all stock control processes; rotation, counting, deliveries, transfers and stock to sales reconciliation.

General
- Ensure the Company complies with the law in respect of licensing, trading standards and weights and measures act, as per the ‘Authorization to Sell Alcohol’ paperwork.
- Provide reasonable adjustments for access patrons as instructed by the duty manager, including operating any access equipment.
- Assist Theatre Management with any functions, events, VIPs etc. when necessary.
- Assist in the on-going training of new staff members.
- Any other duties that may reasonably be required by the duty manager.
- Comply with the Company’s dress code, appearing presentable at all times.
- Actively work to reduce waste through environmentally conscious working practices.
- Adhere to all Company policies and procedures outlined in the staff handbook and your employment contract.
- This job description is not an exhaustive document but a reflection of the current position, details may be changed from time to time. You will be required to carry out any other duties as may be reasonably requested consistent with job tit

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