Greater Manchester Arts Centre Ltd

DUTY FRONT of HOUSE MANAGER

Application Pack

GMAC is funded by

Job Title – Duty Front of House Manager

We are looking to recruit a Duty Front of House Manager to support the work of our Front of House management team here at HOME

The work is part time and shift based with most shifts being in the evening or at weekends. There is the opportunity to take on additional shifts to cover staff holidays, sickness absences and special events.

The Front of House Management Team is responsible for ensuring that all visitors can enjoy the programme and facilities in a safe, welcoming and accessible environment and that staff work in a building that is safe and secure.

The successful candidate will join a small team of people who work together with all other departments to ensure that the programme is delivered in the best possible environment and that high standards of customer service are maintained throughout the venue.

Our Ideal Candidate

Our ideal candidate will have experinece of working in a customer focused role in a public venue and will have been involved in the supervision of staff. You will have an understanding of what makes excellent customer service and a commitment to providing it. The post can be pressured and so the ability to deal with difficult sutations, remain calm and problem solve on your feet is essential. You will be a motivated self starter with an interest in the programme at HOME and will be prepared to undertake any additional training as required .

Application Procedure

Please complete the HOME application form telling us how you meet the Person Specification for this role and return with the completed Equal Opportunities questionnaire.

The deadline for applications is 5pmThu 19 Nov

Interviews will take place the week of 23 Nov 2015

Please email a PDF copy of your application to

Unfortunately we cannot acknowledge receipt of applications. If you have not heard from us by 23 November 2015 please assume that we will not be taking your application any further.

HOME strives to be an equality of opportunity employer

Thank you for your interest in this post.

Job Descriptionfor Duty Front of House Manager

Job title: Duty Front of House Manager

Responsible to: Front of House Manager

Purpose: To support the work of the Front of House Manager in supervising the customer service team and when on duty to be responsible for ensuring that all visitors to HOME can enjoy the programme and facilities in a safe welcoming and accessible environment and that staff work in premises that are safe and secure

Main Duties:
  1. To be responsible when on duty for the safety of both staff and visitors to the venue.The following list is not exhaustive
  • To be familiar with all HOME safety procedures and respond immediately and effectively to any emergency.
  • To have a thorough understanding of all aspects of HOME licences and to ensure that all conditions are adhered to.
  • To have an up to date understanding and knowledge of Health & Safety legislation as it applies to the operation of the venue and when on duty to ensure that all staff are aware of and adhere to their responsibilities regarding health, safety and security.
  • To help with training of new staff in fire drills and emergency evacuation procedures as directed by Front of House Manager.
  • To be trained as a First Aider and Fire Marshall.
  1. When on duty and as instructed by Front of House to be responsible for security within HOME as follows
  • To monitor security arrangements and report any issues to the FOH Manager or Building Facilities Manager
  • To ensure that all staff are aware of security issues and that all equipment is securely stored when not in use.
  • To assist in securing HOME premises as directed
  • When required, and as directed, ensure that security staff provide best possible service.

3. To assist with the completion of staff rotas, working with Front of House Managers to

ensure that there are adequate staffing levels at all times.

4. To assist in the recruitment, training and supervision of the customer service team

ensuring the best possible customer service delivery at all times

5. To respond to customer complaints in an effective and appropriate manner and

to record all such complaints together with the actions taken.

6. To ensure that all front of house areas of the building are presented in the best way possible, that all signage is correct,that all areas of the venue are safe and

welcoming and to report any maintenance issues which cannot be dealt with

immediately to the Building Facilities Manager.

7. To assist with the set up and delivery of events, conferences and meetings as directed.

8. To cover any other duties relevant to the post as required by Front of House Manager

PERSON SPECIFICATION for DUTY FRONT OF HOUSE MANAGER

ESSENTIAL

/ DESIRABLE
QUALIFICATIONS AND TRAINING / First Aid training
Fire Marshall training
SPECIALIST KNOWLEDGE & EXPERIENCE
PRACTICAL SKILLS
& DISPOSITION / Experience of working in a customer focused role
Ability to work on own initiative; to prioritise and organise workload
Excellent communication skills both written and verbal
Excellent time management skills
Proactive, self starter
Ability to work under pressure and remain calm
Able to deal calmly and effectively with difficult situations.
An understanding of what makes for excellent customer care and a commitment to providing it
Computer literate
Able to work unsociable hours
An understanding of and commitment to Equal
Opportunities / Experience of supervising staff
Experience of working in a public venue
Knowledge of HOME and an interest in its programme
Up to date knowledge of Health and Safety legislation

TERMS AND CONDITIONS OF SERVICE

Duty Front of House Manager

GMAC Ltd has a Staff Manual that provides full details of all terms and conditions of employment as well as staff benefits. The following are the main terms of employment.

Salary£20,000 pro rata.

Hours of work 3 x 8 hour shifts per week

Probationary period3months

Period of notice1 month will apply to both employer and employee

Holidays25 days p.a. pro rata plus statutory holidays

PensionsGMAC Ltd operates a company pension scheme with a 3% company contribution that is available to all staff

Appendix 1

HOME Vision

To be an international production and exhibition centre of outstanding provocative contemporary theatre, visual art and film and an axis of experimentation at the point where they meet. To be a HOME for both artists and audiences, with a strong reputation for use of digital media communication and distribution, developing talent, audience engagement, and working creatively with communities.

HOME Mission

We live to work with artists to define a new form of art centre by producing and presenting questioning ambitious artistic projects in and of Manchester but with a distinctive international outlook that grows and involves audiences through new remarkable experiences and diverse stories

Strategic Aims

  1. To position HOME as a major national and international centre with a body of work and reputation for great/distinctive/diverse contemporary work
  2. To have developed cross artform practice that attracts new partnerships and investment
  3. To have created a sustainable business model for HOME that enables artistic risk and growth
  4. To have built a new audience for HOME and re-positioned programme and offer
  5. To have established an organisational culture for HOME that supports the artistic ambition

Over the three-year journey to establish HOME the organisational trajectory will be one of progressive growth:

  • 2015-16 will give HOME a Safe Landing as the doors are opened and the organisation explores the rhythm of the new building, builds its relationship with local and regional audiences and develops Team HOME.
  • 2016-17 will see Team HOME Turn Up The Volume on the programme and engagement with audiences having got a better understanding of the potential of HOME’s new spaces and new partnerships have been established with co-producers and co-commissioners
  • 2017-18 Team HOME will move up another gear and to Almost Full Volume making the most of the having re-defined the organisation’s artistic place, created a new track record and developed strong national and international links

Key success measures

HOME will know it has been successful if by March 2018 the organisation:

  1. Is perceived by its stakeholders as a major national and international centre with a body of work and reputation for great/distinctive/diverse contemporary work
  2. Has developed cross artform practice and attracted new partnerships and investment to that work
  3. Has a sustainable business model that enables artistic risk, growth and social impact
  4. Has increased and diversified the audience and re-positioned programme and offer within Greater Manchester and the North West
  5. Has an organisational culture for that supports the artistic and business ambition, high performance and diversity

Programme

HOME Film - An extraordinary and independent programme and experience across five screens

HOME Theatre - is international, interdisciplinary, provocative, questioning, visual and poetic.

HOME Visual Art - foregrounds artists' projects that work across its distinctive strengths - artist film, performance and participation

HOME Community & Young People - with and for the people of our city

HOME digital & creative - to help to develop the creative industries

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