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English National OperaHead Usher- Part Time, Fixed Term ContractAbout 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 ColiseumThe 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 Head UsherDepartment:Front of House Reporting to: House Manager/ Assistant House Manager / Duty House ManagerLine Manager: Duty House Manager Terms and Conditions?12 per hour, fixed term contract from 4 February 2019 to 31 August 2019Part-time (14 hours per week equalling two shifts of seven hours per week).Most of our performances are during the evenings and Saturdays so you must beable to work at these times.You will start the week beginning 4 February 2019 and must also be availablethroughout the Christmas Season including New Year’s Day.You must be over 18 and have existing work authorization for the UK.The RoleProvide 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 Actively supervise the ENO shop and it’s stock through using tSRO Main ResponsibilitiesLead and motivate a team of Level supervisors/Ushers to actively engage with customers ensuring the delivery of a brilliant visitor experience at all timesOversee all sales operations including ice cream, programmes and any merchandise sales during performances, events and all other activities at the London ColiseumManage deliveries and stock levels as well as distribute ice cream, programmes and merchandise where required. Process invoices and monitor/update stock levels using tSRO.Provide an organised work environment in your assigned areas and maintain equipment such as PDQ machines. Give inductions to new Ushers and SupervisorsOrder ice creams, programmes and merchandise as a result of regularly conducted stock checksAssisting and supporting new staff in their development and performance deliveryConduct safe counts where required Together with all Supervisors on site ensure an appropriate presentation of public areas as well as a smooth visitor journey through the building. Any other duties consistent to the role as required by Duty and House ManagementSafety and EvacuationTo support the Duty Manager and House Management in all aspects of safety, emergency and evacuation procedures as requiredPresent up to date knowledge of ENO’s fire, safety and evacuation procedures and be ready to implement procedures if necessaryGive clear and confident directions to staff and visitors in order to facilitate a smooth emergency exit before or during any activity at the London ColiseumIdentify possible safety and security hazards for visitors, colleagues and yourself and report immediately to Duty, or House ManagementGive inductions to new members of staff, providing in depth knowledge of ENO’s fire and evacuation procedures as well as handing out uniform and assigning lockers.Report any accident, dangerous occurrence or near miss to a Duty Manger or House ManagementReport any broken or damaged equipment that could potentially hinder salesCheck temperature in freezers meets food storage requirements and report if otherwiseBe cautious when lifting heavy objects and stock ensuring all staff follow the correct procedure when moving stockVisitor Experience Welcome visitors from all backgrounds and ensure all visitors experience unlevelled customer serviceEngage with customers proactively using a creative approach to their engagement and making the venue accessibleHelp to manage security and welcome at the front doors as requested by Duty/House Management ensuring service standards are consistent. Ensure an efficient resolution to all visitor 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 journeyProactively 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 offerSales and Shop Manage sales assistants and their duties to keep the shop presentable and ready for the public.Manage any deliveries and process invoices for the shop making sure tSRO is up to date and ready to use for the Shop Sales AssistantsHelp with visual merchandising ensuring presentation of products meets the highest standardsHelp organising several stock rooms making sure products are organised and clearly labelled. Train and guide sales assistants making sure all sales points have engaging displays and provide targets/upsell strategies to all staff together with house management.Appearance Ensure all Front of House areas and auditorium are presented at highest possible standard to establish a friendly and hospitable atmosphere for visitorsReport back sickness/lateness and absence if required to Duty Managers or House ManagementProvide hands on support to ensure our Front of House spaces are tidy and cleanProduce signage for Events and Front of House areasConduct House Checks ensuring all FOH areas and event spaces are ready to use for clients and the publicPresent 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. ProductivitySolve 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 Establish positive relationships both with management and Front of House Assistants to achieve efficient workflow Collaborate with departments and brief new staff on procedures, expectations and best practice. Be open and welcome suggestions from colleagues Maximise sales by creating attractive merchandise displays and briefing staff on selling techniquesCover absence and annual leave of fellow Supervisors which may result in unplanned changes to shift pattern and timesPerson SpecificationExperience in working in a demanding customer services environment, exceeding customer expectationsExperience in directly managing and developing a teamExperience of working in a retail or FOH sales environment, handling large amounts of cash and stock with high level of accuracy and numeracy. Ability to work under pressure and stay calm as well as prioritise tasks and using initiativeAbility to develop and interpret policyExcellent presentation skills and ability to speak to large groupsExcellent verbal, written and telephone skills Using MS Office packages to produce reports and analyse data to a high standardResponsible and approachable attitude towards colleaguesGood timekeeping with the ability to work flexible shifts, weekends and evenings on a consistent reliable basisKnowledge of and enthusiasm for opera, theatre or the arts in generalDesirable Skills Some experience in visual merchandising Some experience using a POS system / SRO 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 ProtectionComputer 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 SafetyThe post-holder has personal responsibility for safety as outlined in the safety policy and the Health and Safety at Work Act 1974.Equal OpportunitiesThe post-holder will be required to abide by ENO’s policies on Equal Opportunities.Code of ConductThe 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 people@ by Sunday 27th January 2019. ................
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