Customer Service Host

2 weeks ago

London, United Kingdom Brixton House Full time

To be trained to work in a variety of front-of-house roles including the theatre, bar 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 tickets, 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 working in theatre.
- Experience of working with Box Office Systems.
- Experience with cash handling.
- Knowledge of third-party ticket sites.

**REVIEW ARRANGEMENTS**

This job description cannot be all-encompassing. It is inevitable over time that the emphasis of the role will change, without changing the g

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