Deputy Head of Front of House

Essential Criteria

• Passionate about excellent customer experience with a committed focus on food and drink
• Experience of managing a Bar and/or managing catering events
• Duty management and/or supervisory experience in an entertainment
  venue/theatre
• Excellent understanding of F&B systems and reporting, specifically stock control and gross profit management
• A good and current understanding of Health and Safety, alcohol licensing and legislation
• Experience of planning and delivering effective training sessions with staff of
  varying levels of ability.
• Excellent oral and written communications skills.
• Personable and enthusiastic.
• Excellent attention to detail
• Be able to show a commitment to inclusion and diversity in your working practice
• A self-motivated and resilient individual with a flexible and adaptable attitude
• A real team player who can lead by example in all things
• An organised and logical individual capable of good record keeping

Desirable Criteria

• Experience of working in a theatre in front of house and/or bars role
• Experience managing teams in an entertainment venue
• Experience of driving income streams and growth through food and beverage sales
• A passion for theatre
• Personal License Holder

• Enhanced holiday scheme with 25 days a year (pro rata) excluding Bank Holidays
• Birthday day off
• Enhanced employer pension contribution of 6% as part of the Donmar's stakeholder pension scheme
• Employee Assistance Programme
• Discount at the Donmar bar on food and drinks
• All staff training and professional development programme
• Complimentary tickets to attend performances at the Donmar
• Company lunches twice a production
• Travel loan
• Subsidised gym membership
• Cycle scheme
• Eye test vouchers

Please note, some of these are available once you have successfully passed your probation, and all discretionary benefits are subject to change.

Purpose of the role:
This role is a vital part of the Front of House and F&B provision in our busy and
welcoming theatre. The Deputy Head of Front of House works with the Head of Front of House, Duty Managers and Supervisors and our Front of House Assistants to provide an exceptional, welcoming and friendly experience for all our customers. This role also works closely with internal events and producing teams at the theatre, ensuring a high standard of food and beverage delivery at the theatre for patrons, companies and
guests.

The role includes Duty Manager duties on designated performances, events catering
management and working with suppliers to provide an exceptional food and beverage
offering. The role plays a key part in growing and delivering commercial KPIs as part of our business plan and maximising income through effective customer care, sales techniques and inventory management.

Working hours:

• Manage and oversee the ordering, stock taking and product lines of all bar and food offers at the Donmar Warehouse
• Make regular reviews of the product range alongside the Head of Front of House to ensure that quality standards and profit margins are maintained
• Act as Duty Manager on designated shifts, managing the Front of House teams in show running.
• Maintain responsibility for the safety and welfare of all public, staff and others within the building, ensuring that the Donmar's licence conditions are upheld
• Deliver weekly financial snapshots and monthly stock takes for stock and implement new ideas and products that drive sales and maximise returns for the venue
• Liaise with various teams to plan and provide refreshments for Press Nights,
  Supporter events, Masterclasses and any other catered occasions.
• Develop and maintain relationships with suppliers and internal and external stakeholders
• Assist in the planning of the marketing and advertising across Food & Beverage and use data to review and show return on investment in marketing spend
• Alongside the Head of Ticketing and Head of Front of House maintain and improve systems and processes to ensure the smooth functioning of the Front of House department whilst achieving the best quality of customer care and service
• Review suppliers and service level agreements so that best practices are followed, value for money received and technological advantages are sought where applicable as well as assisting in the tendering process for new suppliers as and when required
• Develop and maintain relationships with suppliers and both internal and external stakeholders
• Keep up to date operation manuals and standard operating procedures relating to Food & Beverage
• Comply with all relevant Food Hygiene and Health & Safety legislation ensuring that all staff are trained and aware of their responsibilities.
• Review and update risk assessments involving Food and Beverage and general FOH systems.
• Oversee the maintenance, cleanliness and safety of all catering equipment keeping them in efficient working order
• Act as an ambassador for the Donmar, promoting high standards of service at all times Carry out administrative duties as part of the Front of House team.
• Participate in various Staff Working Groups including Health and Safety and Culture and Comms.
• Assist with managing the theatre space booking portal.
• Oversee portions of the FOH budget, forecasting to project profit and loss.
• Deputise for the Head of Front of House when required.

Other Ad Hoc Duties
At the request of your line manager or senior leader, take on other reasonable duties and
responsibilities as required to support the needs of the team and the organisation.
This is not an exhaustive list of duties and your line manager may at any time allocate other tasks which are of a similar nature or level.

• 35 hours worked across Monday - Saturday
• Work pattern includes 3 evenings per week
• Weekend working - 3 out of 4 weekends

• Willingness to undertake a flexible shift pattern, in accordance with the Donmar's Duty Management rota and maintain good time management across the role