Duty Manager

Duty Manager

Job Details

Contract

Casual*

Salary

£14.03p/h (this equates to £16p/h with holiday payments incorporated)

Days

Flexible working, evening, weekends and bank holiday working required.

It is a condition of employment that you work at least one shift a month unless extenuating circumstances are presented.

Location

Based at Rother Street Arts House, Stratford-upon-Avon, CV37 6LU

Holiday entitlement

Holiday pay is paid on top of every hour worked for this role due to it's casual nature. This means 14% of your hourly rate is added to each hour's pay to cover the associated holiday and when you do not work, you are on holiday, you are not paid. Holiday is booked off via your Line Manager.

• reviewed after 6 month probationary period

Job Purpose

As a Duty Manager at the new Rother Street Arts House you will be at the core of daily operations, keeping the doors open and events running. You will be pivotal in the life of the community arts venue, working to keep the space open and safe for the community and in support of the charity's vision. Working closely with the Arts Engagement Coordinators, you will take on the day-to-day supervision of the volunteer box office and front of house staff for daily events such as arts workshops and enjoy being in charge of the 'house' for performances with up to 700 audience members watching a huge variety of pieces including comedy, fine arts, dance, theatre and musical performances. You will turn your hand to a number of things from serving coffee and selling a ticket, to briefing front of house, sorting out audience's issues and inducting orchestra's into the building. The goal is to have the space actively used throughout the week and this role is essential in making that happen both. No two days will be the same and a Duty Manager will be kept on their toes

You will understand and comply with appropriately recording health and safety requirements and legal compliance, within events of up to 700 people.

You will assist in programming, promoting and fund raising for the space in-line with the vision and values of the organisation. The contribution you bring will enable the community to present and be welcomed to great events that bring people together and increase their wellbeing through creative engagement.

Main Duties and Key Accountabilities

• Duty Manager performances and events including leading front of house briefings, assisting the bar team and being responsible for coordinating minor and major incident responses, such as an emergency evacuation
• Be responsible for efficient building Opening and Closing procedures when working and ensure full hand-overs from or too other staff members take place as needed
• Act as the main point of contact and decision-maker during events and performances
• Lead and support front-of-house and box office staff and volunteers during shifts
• Handle customer queries and complaints professionally and sensitively during events
• Assist in daily business running requirements such as opening and closing the building, delivering light café duties, assisting with bar service, box office and front of house duties
• Work with the team to ensure operational elements are prepared for and covered for both internal and external parties needs
• Follow and lead others to follow the required health and safety procedures and standards, including elements of legal compliance such as noise nuisance monitoring, applying restrictions according to premises license requirements and upholding the 'Challenge 25' alcohol serving policy, reporting incidents and assisting with first aid
• Ensure health and safety compliance for productions and visiting companies including risk management are followed and not be afraid to raise anything of note appropriately
• Assist in welcoming, inducting and assisting companies with hospitality for internal and external shows including get-ins and get-outs
• Represent the values, vision and ethos of the organisation within daily attitude, actions, creativity and approach to work and everyone engaged with
• Innovatively contribute to building the use of the venue, helping to facilitate community activities and support the charity with commercial initiatives
• Champion access and diversity by actively seeking and suggesting available accessible technology, facilities and services suitable for the venue
• Uphold and promote the values of the organisation, encouraging others to do so, celebrating successes and finding opportunities and learnings from build experiences

Key Relationships

• Internal: Artistic Director (Line Manager), Arts Engagement Coordinator, Technical Manager, Front of House and Box Office Volunteers
• External: Community and Commercial Hiring Companies

Standard Information

Post holders will also be accountable for

• Carrying out all duties and responsibilities as set out in the policies and procedures of the organisation including the 'Code of Conduct', 'Safeguarding', 'Health and Safety', 'Equality, Diversity and Inclusion' and 'GDPR' compliance
• Attending and training and undertaking any development activities that are identified as mandatory/beneficial to their role AND signposting any training that their role would benefit from to the Artistic Director and Trustees
• Any other duties and responsibilities within the range of the salary grade

Responsible For

• Duty Management responsibilities when allocated, including directly leading the front of house staff and box office staff during opening hours

Person Specification

Requirements

Knowledge

Understands the multi-tasking nature of the Duty Manager role and knows how to prioritise in a busy working environment

Possess a basic understanding of best practice and legal requirements for operating a safe and efficient community and/or commercial venue including safeguarding, fire safety and health and safety requirements

Possess an excellent understanding of fire evacuation procedures and can use them to lead effective evacuations of the building

Has knowledge of the legal requirements around serving alcohol, monitoring noise and using premises in-line with a premises license (or is willing to learn this)

Has knowledge of theatre, music, community and commercial event facilitation with an understanding of how they are planned

Has knowledge of the local, regional and national entertainment scene

Has local knowledge and understanding of the community, the challenges and benefits of the area and the key demographics which are likely to use the space

Skills and Abilities

Inspiring excellence in service by encouraging colleagues to deliver outstanding service, uphold the values and strive to achieve top-standard results and organisational goals

Be able to confidently handle emergency situations and lead teams under pressure (full training for the procedures in this space will be given)

Be able to use independent judgement and maintain composure under pressure with changing priorities

Have excellent team-working ethos and communication skills within a close and flexibly working team

Has good project management skills for events in a space with up to 700 people

Be systemic, methodical and accurate in your approach to work, with accomplished analytical and decision-making abilities

Has ability to assist the wider team to plan for, train and manage casual staff and volunteers, including effectively briefing and running evacuations and show stops with them for practice and in genuine emergencies

Be able to effectively draft, complete and record briefing and reports in a manner which ensures clear communication for others to also follow

Can assist in promoting the charity, it's values and events by contributing to marketing, communication and championing the venue

Can see opportunities for process and procedure development, voice opinions for improvements and (if approved) successfully implement them throughout the team

Experience

Show evidence of experience in a similar role

Show extensive proficiency in juggling multiple priorities whilst remaining people, in particular audience focused

Has a keen interest in managing a busy arts venue with fluctuating demands, in a very artistic and culturally significant town

Has experience in managing a team, ideally including volunteers and/or site of a similar size or standing

Has experience in customer service and/or customer facing roles, ideally in a busy team

Shows evidence of conflict management in a customer service setting

Shows evidence of continuing personal development within an arts engagement role with a willingness to continue to develop and maintain up-to-date skills in these areas

It would be beneficial to have experience in actively championing access, diversity and inclusion

Qualifications & Training

Desired (not requirements but a willingness to learn is desired): training in health and safety, fire safety, personal license training, food hygiene, 'Challenge 25' use when serving alcohol,

Possess: experience in similar roles

First Aid Trained – this will be required if not already possessed

Desired – DBS present on the DBS Update Service