HQ THEATRES & HOSPITALITY Is a Division of Qdos Entertainment Ltd

Assistant Front of House Manager G Live - Guildford

JOB DESCRIPTION PERSON SPECIFICATION

June 2016 INTRODUCTION

HQ THEATRES & HOSPITALITY is a division of Qdos Entertainment Ltd.

HQ Theatres & Hospitality (HQT&H) is a division of Qdos Entertainment Limited. Qdos is privately-owned by founder and Chairman Nick Thomas. Nick started his theatre production business in 1982. By 1999, when he formed Qdos Entertainment, he was established as a leading producer and talent manager.

Over the subsequent years, he built the company into one of the largest, broad-based entertainment companies in the UK. Focussed on family entertainment and traditional values, Qdos has grown both organically and through a steady 'buy & build' strategy focusing on businesses that complement the original model, managed by a coherent holding company.

Qdos Entertainment, via its wholly owned subsidiary HQ Theatres & Hospitality, has a proven track record of successfully managing and operating theatres and other cultural venues, and is the UK’s second-largest regional theatre and concert hall operator.

The current portfolio of 11 venues include: The Cliffs Pavilion, Southend; The Palace Theatre, Westcliff; G Live, Guildford; The Lyceum Theatre, Crewe; Wycombe Swan, High Wycombe; The Wyvern Theatre, Swindon; The Arts Centre, Swindon; The Beck Theatre, Hayes; The White Rock Theatre, Hastings; The Orchard Theatre, Dartford, The Colosseum, Watford and from April 2016 The Churchill Theatre, Bromley.

The company also operates an extensive range of hospitality and accommodation environments, including restaurants, cafés, bars, coffee shops and boutique hotel rooms. The company’s freehold restaurants and accommodation businesses include the award-winning Copper Horse Restaurant and Cottages; The Mayfield Pub, Carvery and Rooms in Seamer and The Plough Pub, Restaurant & Rooms in Scalby, near Scarborough.

SENIOR MANAGEMENT STRUCTURE

Chairman Nick Thomas Group Chief Executive Officer Paul Parnaby Chief Financial Officer Jim Parry Chief Executive Officer, HQT&H Julian Russell Operations Director, HQTH Alvin Hargreaves Group Marketing Director Ian Wilson

G Live is managed by the Theatre Director, Tim Brinkman.

LOCATION OF BUSINESS

HQ Theatres& Hospitality Limited has its headquarters office at 6th Floor, 41-44 Great Queen Street, London, WC2B 5AD

The Post-holder will be based at G Live, London Road, Guildford, GU1 2AA. The post-holder’s approved travel and other out-of-pocket associated costs will be reimbursed.

EQUALITY OF OPPORTUNITY

Qdos Entertainment Limited is committed to being an equal opportunities employer. The aim is to ensure that all employees are treated equally and are employed solely on the basis of their ability and potential to do the job, regardless of their race, colour, gender, sexuality, disability, age, religion or beliefs. G Live

Built in 2011 by Guildford Borough Council on the site of the old Civic Hall, G Live provides a vibrant and broad range of arts, entertainment and hospitality events across its varied, contemporary spaces. The Main Hall is a highly flexible space with a seated capacity of 1,031 rising to 1,700 in standing format. It has class-leading acoustics, excellent technical facilities and is highly accessible. The venue includes the Bellerby Studio and the Glass Room (both 100 capacity) and a range of meeting and function rooms.

Located in the heart of the prosperous Guildford town centre, G Live is a remarkably flexible venue capable of accommodating the varied needs of professional touring shows and local community organisations, as well as being a vital linchpin within Guildford’s business and leisure tourism offer. In addition to shows and events, G Live offers a range of dining and conference experiences. The contemporary Mezzanine restaurant offers bistro-style pre-show dining, whilst the Café is a great place for meeting friends for coffee and lunch during the day, or for lighter pre-show dining options during the evening. The conference facilities can accommodate up to 1,000 delegates in the main hall or smaller meetings in Studio, Glass Room or one of the four seminar rooms.

PURPOSE OF THE POST The post holder will assist in the safe and efficient running of Front of House services, as well as Duty Management and the operational requirements of the building. As required by the Front of House Manager you may occasionally be required to cover Stage Door reception, including all relevant stage door based administration functions at G Live.

ACCOUNTABILITIES Key Accountabilities of the post are to:

1. Assist the Front of House Manager in the development, implementation and management of the highest standards of Customer Service in all Front of House and backstage areas, including the delivery of relevant induction and training programmes for staff and volunteers.

2. Play a key role in ensuring that G Live is a welcoming venue offering outstanding service to all customers, visitors and staff across all events and spaces. This includes liaison with Visiting Companies making sure that when they arrive they have been welcomed and any questions answered. You will be required to have made contact with the Company Manager, Tour Manager or Promoter’s Representative, to make sure all their needs are met. This may include but not be limited to presenting and discussing advance settlements, box office reports and settling advance cheques.

3. Show duty management responsibilities to include ensuring all staff and volunteers are briefed regarding relevant show information across all departments.

4. Management of public events at G Live ensuring they are appropriately staffed in all Front of House areas, offering appropriate stock and delivering the highest standards of customer care, safety and commercial success.

5. Liaising with Merchandise vendors or overseeing the sale of merchandise, programmes and any other items relevant to the performance. This will also include settling with visiting companies, reconciliation of sales and banking as required.

6. Before performances and during intervals, make regular public announcements to inform customers of the services available and when the house is open. Announcements are likely to include availability of interval drinks, specific information regarding photography, latecomers policy and any other information relevant to the performance. 7. To make sure all upselling targets are being appropriately communicated and met, as well as looking at new ways of increasing SPH with the Hospitality Manager, including but not limited to interval drinks, kiosk and merchandise.

8. To make sure all tills and floats are collected and subsequently returned at the end of the night.

9. Assist with the cashing up of all takings and report any differences at the end of the night, as well as ensuring the appropriate safe checks have been completed.

10. Ensure timely and accurate show reports are distributed at the end of each performance to the appropriate distribution list.

11. As part of the Duty Management team you will be the nominated First Aider when Duty Manager and be required to deal with any accidents or incidents that occur, ensuring that they are accurately recorded in the First Aid log and followed up if required.

12. As required, occasional cover of G Live Stage Door Reception staff, (hours as determined by the Front of House Manager), working with Stage Door to deliver the operational and administrative Stage Door function and services as part of the routine daytime opening of the venue and for shows / events with the Front of House Manager.

13. With other Duty Management colleagues, ensure that the relevant procedures are in place for the safe opening/closing of the building and that information relevant to that day’s events is disseminated to all relevant staff and volunteers.

14. Assist the Front of House Manager with management of procedures to ensure all Front of House areas are kept clean and tidy at all times and that regular checks of public areas are undertaken, records kept and findings acted upon by the relevant department.

15. Participation with other management colleagues in the development and implementation of periodic customer satisfaction surveys and analysis, in order that customer feedback contributes to the future setting of venue-wide targets and objectives.

16. Assist the Front of House Manager with the management and collection of all feedback from customers (including comments, compliments and complaints) and ensuring prompt responses within appropriate timeframes are delivered. In addition identify any necessary improvements to service standards to improve G Live’s performance against business targets, objectives and standards.

17. Ambassador for G Live’s nominated Charity (Great Ormond Street Hospital). Making sure a programme of collections and fundraising ideas are in place, delivering awareness for this charity. This includes collecting and banking of donations, putting together a monthly newsletter with updates on future fundraising events and keeping the venue updated with how much has been raised.

18. Assist the Front of House Manager, in conjunction with the Volunteer Co-ordinator, to ensure the development and management of G Live’s volunteer scheme.

19. Assist putting together Meet and Greet staff rotas, ensuring appropriate staffing levels for each event and that staff are made aware of their shifts in timely fashion.

20. As required by the Front of House Manager, recruitment, induction, training, motivation and performance management of Front of House Team Assistants, ensuring their performance contributes to the achievement of G Lives’ service and financial targets. 21. As required by the General Manager and Facilities and Buildings Manager, contribution to the development and management of Health and Safety at Work policies at G Live, in line with HQ Theatres and Hospitality policies. Ensure that all G Live Front of House staff, visitors, volunteers and work experience students are fully briefed and (where appropriate) trained in line with Health and Safety policies.

22. Assist the Front of House Manager with the implementation of G Live’s Emergency and Evacuation procedures including all relevant training, drills and briefings, as well as, collaboration with the Facilities & Buildings Manager, General Manager and the relevant statutory authorities.

23. Development of a good personal working knowledge of the venue’s programme, services and facilities so that enquiries can be appropriately, promptly and accurately addressed.

OTHER DUTIES AND RESPONSIBILITIES 1. Deputising for the Front of House Manager in his/her absence.

2. Undertaking training and development as appropriate and agreed, and relevant to the post.

3. The post holder will dress in accordance with G Live Dress Code.

4. Any other duties as required from time to time, taking into consideration the grade of the post and the capabilities of the post holder, as required by the General Manager and/or the Venue Director.

PERSON SPECIFICATION

ESSENTIAL  Excellent communication skills and a manner with customers of all kinds, including colleagues, artistes, production staff, and visitors to the venue which is consistent with G Live’s Customer Service Standards

 Literacy, numeracy and IT skills at levels appropriate for the successful performance of duties and responsibilities of the post  Able to take and act upon instructions within a given time frame and a busy working environment

 Evidence of strong organisational skills  An organised and calm approach to duties  Able to use own initiative  Reliable, with a flexible and pro-active attitude  A keen interest in the entertainment industry  Ability to work flexible and unsocial hours as required meeting the needs of G Live including hours as required.

DESIRABLE

 Previous experience working in a theatre or reception environment  Previous experience working in a customer service environment  Previous experience working with financial systems APPLICATION PROCEDURE

SALARY Starting salary: £16, 000 - 18,000 per annum. This post attracts no additional payments for overtime or late working.

HOURS OF WORK 40 hours per week and hours as required in busy periods, evening, weekend and Bank Holiday working will be required.

To apply, please send a completed application form, accompanied by a letter which sets out clearly your interest in this post, and your view of your suitability for it, to:

Heather Viggers Front of House Manager G Live London Road Guildford Surrey GU1 2AA

Or email: [email protected]