Job Description

The Royal Lyceum Theatre Edinburgh is the leading producing theatre in Scotland and one of the United Kingdom’s most prolific theatre companies.

Led by Artistic Director David Greig and Executive Director Mike Griffiths, The Lyceum has developed a reputation for innovative, artistically exciting, high-quality theatre, drawing upon the considerable talent in Scotland as well as developing award-winning work with national and international partners. These co-productions and collaborations represent a core strand of the company’s strategy to extend the life of The Lyceum’s productions and to present the company’s work across the UK and abroad.

The Lyceum is committed to being a truly civic theatre rooted in the community, diversifying voices, entertaining, challenging and inspiring all the people of Edinburgh. Therefore, a very important part of The Lyceum’s offering is a well-attended and varied programme of engagement, outreach, youth theatre and schools’ projects delivered by our Creative Learning team. As well as excelling creatively, the company has developed deeper links to the community and is expanding its artist development opportunities.

The theatre with its seating capacity of 658, is a magnificent example of late Victorian theatre architecture. Our offices and rehearsal space are directly across the road, and our scenic workshop and wardrobe-making departments are situated at Roseburn, which is a little over a mile away from the theatre.

The Royal Lyceum Theatre Company is an equal opportunities employer. The Royal Lyceum Theatre Company Ltd is a Charity registered in Scotland. No. SC010509.

We are recruiting for a Front of House Manager to join our Customer Services department at The Lyceum.

The Front of House Manager will be a key operational role at The Lyceum, responsible for the smooth running of our main stage performances and events. They will work as part of the busy Audience and Commercial team, ensuring that the highest standards of customer service are always maintained whilst maximising on any revenue building opportunities.

The post-holder will work as the Duty Manager for our in house and visiting productions, with a focus on supporting the Front of House team in achieving the sales and customer service targets set by the Commercial and Events Manager. They will line manage a large team of Customer Service Assistants, providing them with training in sales promotion and customer care (including all relevant Health and Safety procedures), and overseeing the effective deployment of staff through efficient rota management.

The Front of House Manager reports to the Commercial and Events Manager, and in addition to line managing the Customer Service Assistants they will also manage relationships with our in house and visiting production companies. They will work closely with the Commercial Operations and Box Office teams, and play a key role in liaising with the Producing department to oversee the delivery of our accessible performances.

Does this sound like you?

Apply here

Please apply with the following information:

An up-to-date CV highlighting relevant experience, not more than 2 sides of A4.
Covering letter setting out how your skills and experience meet the person specification.
Names and contact details of two referees.

We encourage applications from the global majority, disabled, neurodiverse, the LGBTQIA+ community, and those who feel they are underrepresented in the current Lyceum workforce.

Please note that if you don’t feel you fit the essential criteria of the role but would still like to apply, we encourage you to do so with further information about why you’re a great fit. If you would like to apply through an alternative means, such as video or audio file, you’re welcome to do so. To discuss the roles and interview process further, please contact:

jobs@lyceum.org.uk

Closing date for applications Monday 21^st October, 10am

If you have been selected, we intend to organise interviews in the week commencing Monday 28^th October 2024. Interviews will be held in person at The Lyceum offices, or remotely via Teams.

Job Description

Duty Management

Front of House Duty Manager for a minimum of three shows a week during production weeks (predominantly evenings and weekends).
Acting as Duty Manager for any other events, meetings, and commercial hires as required.
Being a key holder and being fully conversant with the operation of the fire and intruder alarms.
Responsibility for the health and safety of our audiences when on shift, including but not limited to a full evacuation of the building.
Cashing up and reconciling the takings for all sales points, completing financial reports, and overseeing the cash handling operations for the Customer Service team.
Responding to and resolving any customer issues or complaints on shift, adhering to any relevant policies.

Staffing

Scheduling staff for our shows and events using Deputy HR, keeping within the staffing budget set by the Commercial and Events Manager.
Leading by example to maintain customer service standards and to achieve sales targets.
Leading on the recruitment of new Customer Service Assistants for the Front of House team where necessary.
Ensuring appropriate training and induction is given to all Front of House staff and keeping up to date training records.
Processing the timesheets and leave requests for the Front of House team using Deputy HR.

General

To collate any show specific information pertinent to Front of House and ensure that the Customer Service team is kept informed of all relevant details.
To assist the Producing team by overseeing the smooth running of our accessible provisions during a performance.
To ensure that the Front of House team are kept updated on all relevant Company information, policies, and procedures.
To support the Events Manager with our public events and sales targets, and to ensure that the Customer Service team adhere to all bar licensing requirements.
To actively seek out and help implement improvements in the way we work.

Other Duties

Regularly attend Lyceum productions and events.

Representing The Lyceum at public events as agreed with the Commercial and Events Manager.

Maintain positive and effective relationships with colleagues across the organisation.

Adhere to all Lyceum Theatre policies including Safeguarding, Health and Safety and Environmental policies.

Undertaking any other duties suitable for the post as agreed with the Commercial and Events Manager.

Person Specification

Essential

At least two years’ experience working as a manager for a theatre or similar venue.

Strong leadership and customer service skills, with experience of maintaining high standards across a large team.

A proven track record of achieving sales targets.

Experience as a key holder in a similar sized venue.

Excellent organisational and time management skills with the ability to work well under pressure.

Experience with financial reconciliation and reporting procedures.

Experience processing timesheets and other associated admin for payroll.

The ability to work independently, using your initiative and problem-solving skills to resolve any issues that occur in real time whilst on shift.

Strongly focused on good communication with the ability to form effective relationships across all company departments, with customers and within own team.

Desirable

First aid training.

IOSH Managing Safely training.

Personal License Holder.

Experience working with Microsoft Office

Experience working with Deputy HR, Point One, and/ or Spektrix.

Knowledge of relevant HR practices and/ or BECTU regulations.

Benefits

- 25 days annual leave, plus bank holidays
- 4% matched pension contributions
- Free tickets to press nights plus discounted ticket deals on certain performances.
- Cycle to work & Tech Schemes
- Discounts at various organisations such as Edinburgh Leisure
- Quarterly staff social events