COVER DUTY MANAGER

As Cover Duty Manager you will work as part of the Duty Management team, supporting the delivery of the day to day operations for Lightroom. While on shift you will lead a team of Hosts, working across Access, Bar, Events, Floor and Retail, all working together to deliver an excellent customer journey. This role supports the overall welfare of the host team, monitoring performance, delivering training and managing any performance issues, escalating where necessary. The Cover Duty Manager is responsible for ensuring that the venue adheres to all licensing and health and safety policy, while on shift as well as taking a lead role in any evacuation or emergency scenarios.,

• Lead Hosts and Supervisors in delivering outstanding customer service for visitors


• Open and/or close the building in accordance with the set procedure, as required


• Carry out a full fire safety check of the entire building at the start of each shift and immediately action any areas of concern


• Work with the Operations Management team to ensure the building complies with all Health and Safety and licensing policies


• Taking an active and leading role in managing and recording incidents and emergencies whilst on duty, escalating all serious incidents to the senior team


• Assist with the conception and delivery of training


• Accurately record staff attendance


• Confidently supervise the Host team on a day-to-day basis, including managing breaks and motivating the team


• Support, where appropriate, with corporate events and hires


During 'Show Live'


• Confidently lead the fire evacuation procedure when necessary


• Confidently lead the invacuation procedure when necessary


• Take responsibility for the calm and efficient evacuation of the entire venue in the event of an emergency, if required


• Actively maintain all public spaces front of house, ensuring a safe and welcoming environment is upheld


• Liaise with Technical team to coordinate the smooth running of daily operations


• Liaise with Ticketing team as and when required


• Manage a rolling stream of audience arrival and departure


• Supervise and motivate Hosts, ensuring they are proactive and knowledgeable


• Ensure that Hosts are carrying out their duties and responsibilities, with a proactive and positive approach to problem solving


• Take take on any extra responsibilities, where appropriate when directed to by the management team
  
  This role will suit someone who has experience leading teams in front of house operations. You should enjoy working as part of a large team and feel confident engaging with team members as part of the wider operation. You will be a dynamic person with the ability to work and support all FOH departments including Floor, Bar, Retail, Stage Door, Access, and Security.


If you have worked in customer service and/or hospitality management and desire to be part of a fast paced culture and building, then we would love to hear from you., Essential


• Commitment to high levels of customer service


• A keen interest in the arts


• A 'can do' attitude towards situations, leading by example


• Previous experience of management in an arts venue


• Strong organisational skills and the ability to multitask


• Experience of leading and motivating team members on shift


• A calm and polite manner


• Able to work well under stressful situations


• Excellent communications skills


• Experience using Microsoft Office and Google Drive


• A valid first aid qualification


Desirable

• Experience of working in customer facing role


• Experience working on accessible/relaxed performances


• Mental Health First Aid Qualification