Deputy Theatre Manager - Palace Theatre

Deputy Theatre Manager

Job description

Department: Management

Responsible to: Theatre Manager

• Responsible for: Assistant Theatre Manager
• Duty Manager
• Stage / Electrics Staff
• Support Staff
• Front of House Staff

Key internal contacts: Stage & Electrics Department

Box Office

Security

Operations Department

Buildings Department

Nimax Senior Management

Key external contacts: Visiting Companies

Production Teams

Contractors and Suppliers

Licencing Authority / Westminster City Council

London Fire Brigade

About Nimax Theatres

Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London’s West End – the Apollo, Duchess, Garrick, Lyric, Palace, and Vaudeville. Additionally, Nimax also operates @sohoplace, a fully accessible and flexible theatre owned and developed by Nica Burns.

Our theatres currently have a combined capacity of 5,600 seats and, in addition to hosting some of the UK’s most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts and children’s theatre.

We are a unique, diverse, loyal team founded on respect. We are here to put on great shows that people want to come and see, and deliver a fantastic experience in beautiful buildings.

Key duties and responsibilities

Deputise for the Theatre Manager as required.

Assist the Theatre Manager in the effective and efficient running of the theatre, including compliance with statutory obligations, health and safety management, presentation and housekeeping, the retail programme and customer service standards.

Effective management, coaching and development of the front of house staff, Stage Door Keepers and Fire Officer.

Perform duty management role for performances as per the rota.

Effective and Efficient Theatre Management

Support the Theatre Manager in the following areas, as agreed with the Theatre Manager:

Management and effective operation of the theatre.

Communication and reporting systems within the theatre, with Nimax’s Head Office staff and with visiting production companies.

Meetings with Nimax staff, contractors and representatives of the visiting company, including communicating information, addressing issues and keeping records of the meetings and any action points arising.

Implementation and continued use of operational systems necessary for the effective running of the theatre.

Hold and perform the duties of a Personal Licence holder.

Perform theatre management duties for performances/functions/events as per the rota.

Attend and contribute to Theatre Management meetings.

Report matters affecting the business and the theatre generally to the Theatre Manager and if necessary, the Operations and Buildings Departments (as relevant).

Compliance with Statutory Obligations

Together with the Theatre Manager ensure the theatre operations comply with licensing law, health and safety law, employment law, the Regulatory Reform (Fire Safety) Order and any other legislation, code of practice, or guidance relevant to the running of the theatre that are within your control.

Bring to the attention of the Theatre Manager any official notices or letters, including those which relate to planning applications within close proximity to the theatre.

Health and Safety/ Fire Safety

Assist the Theatre Manager with the implementation and operation of the Company’s Health and Safety Policy at the theatre.

Assist the Theatre Manager with the implementation and operation of the Company's Emergency Procedures at the theatre.

Assist the Theatre Manager in the implementation of the Company's Management Arrangements and Standard Operating Procedures.

Assist the Theatre Manager in ensuring the Permit to Work systems as described in the Company’s management plan are in full effect at the theatre.

Complete safety reports and carry out investigations in accordance with Nimax's procedures in a full and timely manner.

Carry out fortnightly evacuation drills with front of house staff.

When required, attend and contribute to the group wide Company Health and Safety meetings.

Hold a current First Aid at Work qualification.

Hold an IOSH Managing Safely qualification or equivalent.

Buildings

Major building work and equipment replacement

Assist the Theatre Manager with the process for major building work/ equipment replacement (which is overseen by Nimax Head Office staff) particularly in relation to scheduling, the on-site management of contractors, site health and safety and good communication between all stakeholders.

Bring to the immediate attention of the Theatre Manager any observations or matters arising which may give rise to major building works or equipment replacement.

Planned Preventative Maintenance & Equipment Inspection and Certification

Assist the Theatre Manager in the implementation and delivery of the Company’s “Planned Preventative Maintenance” management plan and Statutory Compliance management plan at the theatre.

As instructed by the Theatre Manager make arrangements for repair work required to be carried out and oversee the satisfactory completion of such works particularly in relation to scheduling, on-site management of contractors, site health and safety and good communication between all stakeholders.

Asbestos and Water Hygiene

Assist the Theatre Manager in the implementation of the Company’s management plan and method statement for the management of asbestos and water hygiene at the theatre.

Front of House Building Standards

Implement and maintain the standards of housekeeping and presentation set out in the Company’s policy in respect of the front of house areas. Where action is required to meet the standards, work with the Theatre Manager, Buildings Department, Operations Department and technical Heads of Department to remedy the issue.

Ensure the cleaning of the theatre is of the highest standard.

Ensure stock orders for the cleaning contractors as required.

Retail

In conjunction with the Assistant Theatre Manager ensure:

All retail opportunities are explored and sales maximised.

Effective operational and cost management systems are in place to deliver the retail operation (e.g.: stock control, orders, deliveries, stock transfers, and wastage).

All daily and weekly tasks on the EPOS system are completed.

Service areas are presented to the highest possible standard.

Staff are appropriately trained and performing to the highest possible standard in line with the Company’s customer service competency framework.

Place orders for bar stock, confectionery, ice creams, merchandise and cleaning products as required using the relevant purchasing platform.

Take responsibility for delivering retail income and achieving the net profit targets including controlling catering staff costs and non-consumable supply costs.

Customer Service

Where required by the Theatre Manager, respond to any letters, emails and telephone calls from customers in a timely manner, working within the guidelines set out in the Company's complaint handling procedure and via the CRM programme.

Deliver the highest possible service standards, particularly front of house, in line with the Company’s customer service competency framework.

Ensure that front of house staff and fire officer are correctly attired in line with the Company uniform policy.

Staff Management

In conjunction with the Assistant Theatre Manager be responsible for:

Recruitment, selection, development and line management of front of house staff.

Theatre Box Office staff are line managed by the Box Office Operations Manager. However when on duty at the theatre the theatre management should monitor such staff in relation to customer service/handling, presentation, dealing with issues around the performance and timekeeping and report any issues or anomalies