Audience Manager
· You will be Audience/Duty Manager at least 3 times a week with regular shifts revolving around Soho Theatre’s live performance programme across evenings and weekends.
· You will be the primary point-of-contact on your shift, welcoming audiences, visitors, patrons and VIPs, ensuring they are treated with the highest standards of care and attention, in line with our Customer Service Policy.
· When Duty Managing performances, you will take full control of the public areas from pre-opening checks to closing, including presenting a smooth customer focused experienced for our audiences, whilst ensuring we comply with our licence, and by taking full responsibility for the health, safety and wellbeing of our customers and team.
· Have a sound working knowledge of performance content and show information (running times, age restrictions, latecomers’ points etc), and of audience requirements for performances, including provisions for access requirements.
· Build the daily show report and run sheet for each shift.
· Act as first aider when needed, and ensure accident/incident report forms are completed when necessary.
· Be responsible for managing customer feedback during performance times, resolving any problems with sensitivity and authority as they arise. If necessary, ensure that relevant feedback is conveyed to the Audience Experience Manager for further recording and/or investigation.
· Work with the foyer supervisor on selling tickets, merch and memberships through Spektrix.
Health & Safety
· When on duty, act as point of contact for all Westminster City Council representatives with an operational interest in Soho Theatre, including Licensing, Environmental Health, Health & Safety.
· Ensure that the building is secure and that systems are in place to protect the building and its users.
· When acting as Audience/Duty Manager, be responsible for managing audience evacuations.
· Help to ensure all staff receive health and safety training relevant to their roles, and that there is an adequate supply of fire marshals, and first aiders present during opening hours.
· Work closely with the technical team in maintaining the smooth running of the building, deputising as fire marshal in an emergency if required.
· Support the Audience Experience Manager to update and review all FOH risk assessments, policies and procedures.
· Act as appointed first aider, fire marshal and key holder for the building.
· Ensure all incidents are reported, fully investigated and actioned in swift time to prevent further accidents.
Team Management
· Lead by example, championing and promoting the values and behaviours of Soho Theatre, promoting diversity and inclusion and acting as an ambassador for the Company.
· Assist the Audience Experience Manager with audience team recruitment, inductions and regular appraisals, reporting on any grievances or disciplinary action required to the Audience Experience Manager.
· Ensuring effective communication is maintained and cascaded between the Audience team and between relevant departments.
· Assist with the management of the Audience team, including casual staff, ensuring they uphold the terms of Soho’s policies and procedures, arrive for shifts on time, are presentable and are assigned relevant duties.
· Lead a positive, professional and strong team when on duty, with a focus on customer satisfaction and quality service.
· Maintain a consistently positive attitude, setting a good example with regard to punctuality, attendance, attitude and hygiene.
· Support the Audience Experience Manager to complete team rotas and process payroll as required.
Artistic/Creative Programme
· Be a point-of-contact for artists and companies performing and using the venue, ensuring they are treated with the highest standards of customer service.
· Liaise with visiting companies, artists, and producers and be Soho Theatre’s representative as necessary.
· Be knowledgeable of the artistic programme and values of Soho Theatre.
· Liaise with all departments on matters relating to shows, including, or example, ticketing points with Box Office, Risk Assessments and Show Requirements from Producers, Content Advice with the Communications department.
· Liaise with producers and incoming companies on their first day in the venue to ensure all FOH information is accurate and start the customer service experience for them.
· Work with the Audience Experience Manager to prepare the team for all accessible performances and events, exploring ways to gather quantitative and qualitative audience data and feedback on their experiences.
General
· Always act in the best interests of Soho Theatre, and in line with Company policies.
· Represent Soho Theatre with external stakeholders and the wider arts community, building constructive relationships to further the work and profile of Soho Theatre.
· Be fully aware of the theatre’s activities and programme of events at all times.
· Undertake any other duties as may be appropriate to the nature of the post, as agreed with the Audience Experience Manager.
Please visit More Information to find out more about the role and how to apply.