Office Manager and Front of House

Job Description

Title: Office Manager & Front of House

Department: Front of House (FOH)

Reporting to: Studio Manager

The Job

We are looking for an experienced & proactive Office Manager to join our busy music studio. This is a key role, managing a 24/7 front-of-house operation for one of Europe's busiest recording and mastering complexes. Customer service, confidence, and excellent attention to detail are essential as you will be the first point of contact for all clients, and will provide high-quality front-of-house support to facilitate the smooth running of our studios. 

Alongside this, you will also be supporting the office bookings team in both the Studios and Mastering departments with bookings and calendar management. This will be to help streamline the bookings process and ensure enquiries get a swift acknowledgement of their request, along with support in the first instance, then passing it up to the bookings team to confirm

This job is well-suited for someone who has previous experience managing teams, has been in client-facing roles, thrives in fast-paced environments, and can handle multiple tasks at once well. 

Duties include, but are not limited to:

•

Setting the tone for customer service throughout the client-facing areas of the business.

• Management of a team of receptionists, shift workers, and runners, including recruitment and retention. Working closely with the Studio Manager and Head Engineer to ensure smooth running throughout the team.

• Carry out performance reviews and appraisals of the team. Ensuring the Front of House team is fully trained in all procedures and processes, particularly in health and safety responsibilities such as fire alarm understanding, and first aid training. Whilst making sure they are always representative of the Metropolis Standards.

• Maintenance and execution of daily, weekly, and monthly standing tasks and procedures for both management and the team.

• Answering all incoming phone and email enquiries, taking those messages, and passing them on to relevant parties in a timely fashion.

• Working closely with the Studios & Mastering teams to ensure all rooms are ready for the corresponding sessions on each day. 

• Overseeing the smooth running of our car park, making sure all spaces have been booked following the correct process, and clients & residents are using the correct spaces. 

• Dealing with all incoming post and deliveries/booking couriers, and ordering taxis when required.

• Ensure the timely receiving of timesheets for the front-of-house team, including inputting hours for payroll and liaising with the finance department.

• Monitoring and ordering stationery for departments when required. 

Office Support Duties

• Filtering all incoming enquiries and getting back to them in the first instance, where applicable.
• Following initial conversations and finding out what they need, then sending them over to the correct department to follow up and convert.
• Discussing initial session details over the phone as the first port of call, then passing that booking on to the correct booking team with ample information to swiftly follow up.
• Work closely with the mastering and studios team with calendar management.
• Assisting office staff and finance team with financial duties; logging receipts, managing trackers,
• Ensuring runners are constantly carrying out their tasks throughout the day, along with any ad-hoc tasks the office may have.

To do this role, you will be…

• Excellent communicator; Strong verbal and written communication skills.

• Proactive, self-motivated, and a personable team player.

• Well organised, with excellent attention to detail.

• Provide a first-class service to internal and external stakeholders at all times, and be a friendly welcoming face. 

• Be able to escalate issues to your manager where required. 

• Have great admin & IT skills 

• Be a solutions-orientated problem solver with a can-do attitude. 

• Professional, dedicated, positive, and flexible approach.

• Able to multitask and work well under pressure & to deadline.