Casual Front of House Assistant

Job Description

We're seeking enthusiastic and friendly individuals to join our team of Casuals working in Front of House positions at Cast.

Our Front of House team works across a range of departments including Box Office, Catering and Ushering. We’re looking for a number of people to support us to give our customers an excellent experience and a great night out.

Post Title: Front of House Assistant

Responsible to: Departmental Manager on duty according to shift location

Overview: The primary objective of the job is to welcome customers in a polite and enthusiastic manner, paying attention at all times to their needs, whilst exceeding the customer service expectations. The postholder will add to the customer experience for all users and visitors of the building, adopting a ‘one team’ approach to work across departments and support their other Front of House colleagues.

Applicants must be 18 years of age or over due to licensing legislation.

Duties and Responsibilities

Catering

To demonstrate a positive, enthusiastic, committed and flexible attitude towards customers and other team members, recognising the importance and benefits of effective team working
To provide high levels of customer service ensuring customer comfort and satisfaction and maximising sales
To operate the till and handle cash efficiently and accurately
To engage with promotional campaigns and activities as well as upselling and encouraging additional sales
To make oneself aware of any customers with access requirements and that these customers’ needs are met
To respond quickly and positively to questions, requests, problems or complaints raised by customers and to resolve them effectively and courteously
To clear down conference and meeting spaces at the end of use
To set or strike indoor and outdoor catering furniture as required
To keep all catering areas clean and tidy – front and back of house – and to ensure that the working environment and practices conform to Health and Safety legislation and DCLT’s Health and Safety Policy and current Environmental Health regulations

Ushering

To check that all customers have tickets and that tickets are for the correct performance date and auditorium location
To remove and collect ticket stubs and/or scan using electrical scanner
To open the doors to customers at the time advised before curtain up and close them as directed by the Duty Manager
To close the auditorium doors at curtain up and after intervals, and open them at the end of acts and curtain down
To patrol exterior doors during performances as required by the Duty Manager
To complete a pre-performance security check of all public areas, including toilets and conduct bag inspections as directed
To prevent customers taking crockery and glass into the auditorium as directed by the Duty Manager and according to the particular performance
To prevent customers using cameras and recording devices during performances (unless permission is expressly given by the visiting company/promoter)
To direct latecomers according to standards pre-agreed with the visiting promoter
To ensure that customers feel welcome to stay at Cast post-show and that audience customer care is given as customers are leaving in the same way as when they are arriving
To lead staff and public out of the building in the event of an emergency evacuation

Box Office

To respond effectively to customer queries in person, on the phone and online
Deliver an effective reception function for the venue
To distribute pre-paid tickets to customers and ensure that any queues are managed effectively
Affect cash and card payments
Maintain accurate and detailed customer information on databases and box office systems
Liaise with relevant departments and visiting companies regarding ticket allocations and sales

Other

Assist in maintaining the general appearance and tidiness of all the public areas before the theatre opens and during performances
To implement all duties with regard to the Health & Safety Policy
To contribute to security protocols across the building, especially including the restriction of people allowed in backstage areas, ensuring that foyer areas are never left unattended
To collect and store lost property securely and pass anything valuable into the safekeeping of the Duty Manager
Report maintenance, cleaning and any Health & Safety issues to the Duty Manager
Contribute to effective communication systems with colleagues to ensure that information is shared in a timely and efficient manner and ensure that you are available on the Cast radio system
Proactively promote all Cast events through positive interaction with customers and all users of the building, ‘upselling’ particular activities where requested
Sell merchandise on behalf of Cast and/or visiting companies
Ensure that any marketing materials are distributed through exit flyering as required and that levels of brochures and leaflets are maintained in Cast dispensers
To be presentable and smartly dressed wearing specified uniform and name badge

General

To assist the Chief Executive and their appointed staff in all practical matters as directed, relating to the efficient and effective operating of the activities of Doncaster Culture & Leisure Trust
To undertake to work additional/flexible hours as directed or necessary (possibly at short notice) as required by the Chief Executive and their appointed staff to meet operational manning levels
To work within a performance management framework
Attend training, operations, staff meetings and pre-show briefings as required
Act at all times in accordance with the Theatre’s Equal Opportunities policy
To deal with issues as they arise and work to prevent them from happening
To prepare and serve food and beverages to specified standards
To deliver riders to artist dressing rooms
To respond effectively to customer queries in person, on the phone and online
Deliver an effective reception function for the venue
To distribute pre-paid tickets to customers and ensure that any queues are managed effectively
Affect cash and card payments
Maintain accurate and detailed customer information on databases and box office systems
Liaise with relevant departments and visiting companies regarding ticket allocations and sales

These duties and responsibilities should not be regarded as exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties within Doncaster Culture & Leisure Trust (DCLT), commensurate with the grading of the post.

Direct reporting lines lead through Doncaster Performance Venue Ltd (Cast) to the DPV Board of Trustees, although the individual will be employed by DCLT.