Tyne Theatre and Opera House
GENERAL MANAGER
Job Title: General Manager
Reports to: Chief Executive Officer
Direct reports: Front of House Manager, Head of Hospitality, Box Office Manager, Stage Door Keepers, Events administration staff
Appointed by: Interview Panel
Period of Appointment: 37.5 hours per week (evening and weekend working will be required)
Salary: up to £42.5k per annum (subject experience & qualifications)
Purpose of Role
- The General Manager will ensure the highest standards for all front-of-house operational and hospitality activities. The General Manager will also oversee the Box Office and Stage Door operations.
- Managing, motivating, and developing the staff within the theatre is crucial to the role, ensuring clarity of direction and delivery of business priorities through the implementation of the business’ hospitality strategy, developed in collaboration with the CEO and Senior Leadership and Wider Management Teams.
- Working hours will require flexibility and will include evenings and weekends. The General Manager will be expected to undertake duty management shifts as required.
Key Responsibilities
Strategic
- With the Senior Leadership Team, develop annual front-of-house, hospitality, and events business plans and budgets, clearly setting out expected profit and service targets.
- In conjunction with the Head of Hospitality and marketing team, prepare and execute a comprehensive annual hospitality marketing plan.
- Working closely with hospitality colleagues, investigating, developing, and proposing new initiatives and business opportunities for front-of-house and hospitality services.
Financial
- Monitor monthly and quarterly progress against business plans and budgets, with monthly reports of variances against budget and other associated reports as required.
- Investigation of shortfalls or overspending against target KPIs and developing agreed measures to rectify variations to realise overall budgetary targets.
- Oversee the implementation of appropriate price structures and product ranges based on group tariffs.
- Oversee the management of the EPOS till system and Spektrix ticketing system (currently mobilising) for reconciliation and reporting.
Operational
- Oversee the management of the Front of House, Hospitality, and Stage Door operations, to ensure highest standards of presentation and quality.
- To manage the event programme, including promoting each event and overseeing their successful delivery and development.
- Undertake a share of duty management responsibilities.
- Liaise with visiting companies and tour managers to ensure their requirements are met.
- To manage the theatre diary to ensure that all ancillary spaces are maximised, supporting the theatre’s community and commercial objectives.
- Provision of appropriate staffing levels within budget for the Box Office, Stage Door and Front of House.
- With the Head of Technical and Stage and maintenance staff/Volunteers, ensure all areas and their décor are maintained to a high, appealing standard, and all equipment is kept in good order.
Customer Satisfaction
- Develop, implement, and manage the highest standards of customer service, including communication and guidance for all staff
- Deliver customer service training programme for staff and volunteers, ensuring maximum involvement from all departments.
- With a focus on excellent customer service, oversee the in-venue ticketing services for customers and visiting companies, ensuring collaborative working between all customer-facing teams.
- Oversee all customer feedback relating to the venue operations. Work with your direct reports to investigate and respond appropriately to improve service standards.
Recruitment, Training and Development
- Recruitment, induction, training, performance development, and monitoring (including setting and monitoring of personal targets) of direct reports to ensure their total contribution to achieving business and service targets.
- Undertake any relevant training and development that may be required and keep abreast of relevant industry developments.
Health & Safety
- To understand and have an excellent knowledge of managing all current Health & Safety legislation, licensing regulations and food hygiene legislation.
- Leading the venue to ensure it scores highly on all environmental health audits.
- The implementation of the venue’s emergency and evacuation procedures, including all relevant training, drills, and briefings, in collaboration with the Senior Leadership/Wider Management Teams and the relevant statutory authorities.
- Undertaking and documenting risk assessments relevant to the front-of-house and hospitality departments.
- Ensure departmental and company Health & Safety procedures are carried out in all duties.
Other Responsibilities
- Act as a key holder of the building, ensuring smooth and safe operations and security procedures are maintained.
- Dress in accordance with Company uniform policy and wear protective clothing as issued and instructed.
About you
- You'll be a self-motivated, engaging, and dynamic leader with significant experience in the theatre, music, or live entertainment space.
- Commercially savvy, enthusiastic, and capable of influencing others (including senior members of the team and third-party clients), you’ll be energetic, proactive, results-focused, and creative in your approach.
Role Requirements
- Experience of working at a senior level in a similar environment – preferably a theatre or major events venue.
- Knowledge of health & safety rules, regulations and guidelines (IOSH qualified preferred)
- Strong verbal and written communication skills.
- Good relationship building skills.
- Excellent time management and organisational abilities.
- Ability to use initiative and be a self-starter.
- High level of attention to detail.
- Good MS Office and IT Skills.
Applications
Closing date for applications is 5pm on Monday 13th May 2024.
Please send a CV and covering letter (no more than two sides of A4) with the subject line ‘GENERAL MANAGER’ to jobs@tynetheatreandoperahouse.uk