English National OperaDuty Manager (Casual)

About ENO

English National Opera is founded on the belief that opera of the highest quality should be accessible to everyone.    At ENO opera is theatre; expressing drama through the unique combination of music, text, dance, and design. We sing in English and believe that singing in our own language connects the performers and the audience to the drama onstage, and enhances the experience for all.    We collaborate across contemporary art forms, to reflect the growing diversity of our culture. And we take a fresh approach right across the repertoire, from baroque to contemporary, as well as commissioning new works as part of our commitment to the future of the art form. We bring our productions to the widest possible audience, whether at the London Coliseum, nationally or internationally. We make our work accessible by offering a large proportion of tickets at affordable prices, and by distributing it widely on screen and via digital media.  We also aim to introduce completely new audiences to the magic of opera through stimulating and creative learning and participation programmes.  We are a national company of internationally recognised standard. We nurture talent across the entire company, whether on-stage, backstage, or in the pit. We provide a platform for young singers to develop global careers.

Our vision is to be synonymous with making great opera accessible to the widest and most diverse audiences. We will continue to forge ground-breaking collaborations across art forms, and our world-class productions will inspire, surprise and captivate. We will be recognised as the national centre of excellence for developing opera, and as the benchmark for nurturing new talent. We will reach out to communities who might think opera is not for them.

We will tell the world’s most timeless stories, unforgettably.

London Coliseum

The London Coliseum is the Home of English National Opera (ENO). Each year we stage a diverse range of world class work including; twenty five weeks of ENO productions as well as, dance, musical theatre and cinema with live music events from visiting companies.

English National Opera Duty Manager (Casual)

Department: Front of House Reporting to: House Manager/ Assistant House Manager Line Manager: Assistant House Manager / House Manager Salary: £13.50 p/h

The Role

Provide a safe and secure site for visitors and staff To ensure all visitors experience a brilliant and warm welcome through immaculate

presentation of public areas and outstanding customer service. Maximise productivity through establishing a well organised and knowledgeable

experience for staff and visitors To provide leadership, guidance and support to Head Usher, Sales & Customer Success

Supervisors and Team members in fulfilling their role, ensuring that a consistently high service is maintained.

The Duty Manager works on a casual basis and supports House Management in coordinating and leading the FOH team. Main Responsibilities

Provide strong support and management for Head Usher, Supervisors and Team Members

Promote high standards of service, conduct and professionalism in the team. Recruit, give induction, motivate, coach and guide them, set targets; manage performances using the necessary tools and give feedback regularly.

While on duty to be "visibly" based in public areas to assist visitors, lead the team and to ensure ENO is well presented and manage the consistent delivery of outstanding customer service. Make recommendations for improved service as appropriate

Oversee rotas, ensuring responsibilities are allocated accurately according to business needs; provide an efficient and cost effective service; check timesheets; allocate annual leave; monitor lateness and absence taking action where necessary.

Produce briefing sheets on a daily basis using guidelines provided Distribute and manage stock of uniform Oversee all sales operations including ice cream, programmes and any merchandise

sales during performances, events and all other activities at the London Coliseum Manage deliveries and stock levels as well as distribute ice cream, programmes and

merchandise where required Order ice creams, programmes and merchandise as a result of regularly conducted

stock checks Assisting and supporting new staff in their development and performance delivery To investigate any discrepancies in banking ensuring all accounting data is entered

accurately Any other duties consistent to the role as required by House Management

Safety and Evacuation

In the event of an emergency, take responsibility for all visitors and staff, making the decision to stop events and evacuate if necessary

Present thorough, up to date knowledge of ENO’s fire, safety and evacuation procedures and be ready to implement procedures if necessary

Give clear and confident directions to staff and visitors in order to facilitate a smooth emergency exit before or during any activity at the London Coliseum

Identify possible safety and security hazards for visitors, colleagues and yourself and take immediate actions to find appropriate solutions

Report any accident, dangerous occurrence or near miss to House Management and follow ENO’s Accident & Incident Reporting guidelines

Report any broken or damaged equipment that could potentially hinder sales Check temperature in freezers meets food storage requirements and report if

otherwise Be cautious when lifting heavy objects and stock ensuring all staff follow the correct

procedure when moving stock

Customer Success

Welcome visitors from all backgrounds and ensure all visitors experience unlevelled customer service

Engage with customers proactively using a creative approach to their engagement and making the venue accessible

Ensure an efficient resolution to all visitors and staff feedback and report back to house management making suggestions for improvement.

Collaborate and communicate between departments and brief staff to ensure a coherent and persistently positive visitor journey

Proactively find opportunities to interact with visitors helping them finding their way and encourage visitors to explore to help create a sense of belonging to ENO’s cultural offer

Ensure that VIPs receive an appropriate service and feel they have been treated well. Give assistance at special functions, receptions, private views etc to enhance customer experience

Appearance

Ensure all Front of House areas and auditorium are presented at highest possible standard to establish a friendly and hospitable atmosphere for visitors

Ensure external areas are cleaned and maintained to high standards, reporting issues to relevant staff for action

Record and monitor sickness/lateness and absence following ENO’s absence guidelines Ensure all working areas are prepared and clean for staff to use Present the highest standard of professional appearance and dress. This entails

wearing the correct dress code, making sure your uniform looks clean and ironed, and the use of positive, open and professional body language.

Productivity

Solve visitor and site issues that potentially could delay successful customer relationship building and service. Aspire to resolve problems quickly and prevent escalation using flexible communication strategies suiting a diverse audience

Collaborate with departments and brief new staff on procedures, expectations and best practice. Be open and welcome suggestions from colleagues

Devise strategies to maximise sales and opportunities to cross- and up- sell to create a commercially orientated sales team. Monitor the effectiveness of these and report to other ENO departments.

Cover absence and annual leave of fellow Duty Managers which may result in unplanned changes to shift pattern and times

Person Specification

1. Significant experience in venue management preferably in a theatre Front of House environment

2. Experience of motivating and developing a team using sound judgement and leadership skills

3. Demonstrable knowledge & experience of supervising Health and Safety and Licensing.4. To be organised with efficient administration skills and the ability to establish &

maintain effective systems and processes5. Substantial experience in working in a demanding customer services environment,

exceeding customer expectations6. An experienced ‘hands on’ manager who uses diplomacy and a calm, positive

approach when handling challenging situations7. Experienced in selling merchandise 8. Good attention to detail and mathematical skills9. Ability to use computerised ticketing and event management systems10.Outstanding verbal, written and telephone skills as well as the ability to present to

large groups11.Using MS Office packages to produce reports and analyse data to a high standard12.Experience of working with cash and credit card sales and ensuring that sales targets

are met13.Ability to work under pressure and stay calm as well as prioritise tasks and using

initiative14.Team worker with the ability to both establish good working relationships and to

support others15.Presentation skills and the ability to present to large groups16.Good timekeeping with the ability to work flexible shifts, weekends and evenings on a

consistent reliable basis17.Knowledge of and enthusiasm for opera, theatre or the arts in general

Confidentiality

All information concerning staff, patrons, productions and other ENO business, the disclosure of which could be detrimental to the company, must be held in the strictest confidence and may not be divulged to any unauthorised person at any time. A breach of confidentiality will result in disciplinary action being taken in accordance with ENO’s disciplinary procedure and may lead to dismissal.

Data Protection

Computer information should only be accessed if this has been authorised and is necessary as part of the post-holder’s work. Unauthorised action will be dealt with in accordance with ENO’s disciplinary procedure and may lead to dismissal. The post-holder’s attention is also drawn to the Data Protection Act 1984 and the Computer Misuse Act 1990.

Health and Safety

The post-holder has personal responsibility for safety as outlined in the safety policy and the Health and Safety at Work Act 1974.

Equal Opportunities

The post-holder will be required to abide by ENO’s policies on Equal Opportunities.

Code of Conduct

The post-holder will be required to act in accordance with ENO’s Code of Conduct whereby everyone shall be treated in a professional and courteous manner and with full regard to the avoidance of discrimination, consistent with current equal opportunities employment legislation.

To apply:

Please send your CV with a covering letter detailing why you are interested in applying and why you feel your experience would be suited to the post to personnel@eno.org