Duty Manager (Arts Venue)

About this role

About The Hub at St Mary’s

The Hub at St Mary’s is an arts, heritage and community venue situated in the historic St Mary’s building in the heart of Lichfield.

We deliver a diverse programme of live music, theatre, comedy, family entertainment, community activities, exhibitions and private events. The building also includes our coffee shop and evening bar and is home to a team of staff and volunteers who work together to provide a warm, inclusive and high-quality experience for everyone who visits.

The Duty Manager is a key member of the team and takes operational responsibility for the venue during performances and events.

Purpose of the role

To manage the safe, welcoming and effective operation of The Hub during performances, events and other public activities. Events will include private hires that could be parties, weddings or charity events.

The Duty Manager will act as the senior member staff while on duty and will coordinate other staff and volunteers, oversee the bar, liaise with artists and technicians (or private hirers), manage any incidents or concerns and ensure that the building is opened, operated and secured appropriately.

Key responsibilities

1. Performance and event management

• Take overall operational responsibility for the venue during allocated performances and events.
• Familiarise yourself with the event information, timings, staffing arrangements, access requirements and any specific artist, hirer or audience needs before each shift.
• Ensure that the venue is prepared and ready to welcome artists, audience or event hirers and their guests.
• Liaise with visiting artists, performers, promoters, hirers and technicians as required.
• Coordinate front-of-house activity with our volunteer team and bar staff.
• Ensure performances and events begin promptly and that any intervals, latecomers or changes are managed appropriately.
• Respond to operational issues during an event and make proportionate decisions to ensure the safety and comfort of customers, artists, staff and volunteers.

2. Customer service

• Ensure that every visitor receives a warm, friendly and professional welcome.
• Maintain high standards of customer care throughout each performance or event.
• Respond positively and professionally to customer questions, concerns and complaints.
• Resolve issues wherever possible and refer significant or unresolved matters to the Chief Executive Officer.
• Support customers with access requirements and help ensure that The Hub remains an inclusive and welcoming venue.
• Manage difficult situations calmly, sensitively and confidently.

3. Staff and volunteer supervision

• Brief and supervise staff and volunteers working during the shift, allocating front-of-house duties as appropriate.
• Ensure that everyone understands their responsibilities, relevant event information and emergency procedures.
• Maintain positive working relationships and promote a collaborative and respectful team culture.
• Ensure that appropriate standards of presentation, conduct and customer service are maintained.

4. Bar and financial responsibilities

• Oversee the operation of the bar during performances and events.
• Be able to serve drinks from our bar if required (bottle bar only).
• Ensure that licensing requirements, age-verification procedures and responsible alcohol-service practices are followed.
• Complete end-of-shift cashing-up and reconciliation accurately.
• Ensure that the bar and public areas are left clean, secure and appropriately prepared for the next day.

5. Health, safety and emergency procedures

• Take responsibility for the implementation of The Hub’s health and safety and emergency procedures while on duty.
• Be familiar with fire evacuation, emergency, safeguarding and incident-response arrangements.
• Take a leadership role during an emergency or evacuation.
• Ensure that suitable first-aid provision is available during public performances and events.
• Provide first aid where appropriately trained and record any treatment given.
• Record and report accidents, incidents, near misses and safeguarding concerns in accordance with The Hub’s procedures.

6. Building management and security

• Act as a key holder for The Hub.
• Open the venue and prepare the building for performances or events where required.
• Carry out appropriate checks of public areas, toilets, bar and access routes.
• Ensure that customers, artists, staff and volunteers have left the premises safely at the end of the shift.
• Complete closing checks, secure the building and set alarms as required.

7. Communication and administration

• Read and act upon relevant event briefs, artist riders, staff communications and risk assessments.
• Maintain clear communication with the Chief Executive Officer, colleagues, technicians, staff and volunteers.
• Attend training and staff meetings as required.
• Wherever reasonably possible, attend a daytime operational staff meeting once a fortnight.
• Contribute ideas and feedback to improve customer service and venue operations.

8. General responsibilities

• Act as a positive ambassador for The Hub at St Mary’s.
• Follow The Hub’s policies and procedures, including those relating to health and safety, safeguarding, equality, data protection and customer care.
• Undertake relevant training and keep required knowledge and qualifications up to date.
• Carry out other reasonable duties consistent with the nature and level of the role.

This job description describes the principal responsibilities of the role. It may be reviewed and amended, following consultation, to reflect the changing needs of The Hub without altering the general character or level of responsibility of the post.

PERSON SPECIFICATION

Experience

Essential

• Experience of working in a customer-facing environment.
• Experience of supervising, coordinating or taking responsibility for other people.
• Experience of providing a high standard of customer service.
• Experience of dealing confidently with customers and resolving problems.

Desirable

• Experience in a theatre, arts venue, live-events or entertainment environment.
• Experience in hospitality, bar, leisure or visitor-attraction operations.
• Experience of supervising staff and volunteers.
• Experience of working with visiting artists, performers, promoters or event hirers.
• Experience of working as a key holder or taking responsibility for opening and closing premises.

Knowledge

Essential

• An understanding of excellent customer care.
• An awareness of workplace health and safety responsibilities.
• An understanding of the importance of following emergency and evacuation procedures.
• Confidence using basic computer systems, email and electronic records.

Desirable

• Knowledge of front-of-house procedures in a theatre or live-events venue.
• Knowledge of licensing requirements and responsible alcohol service.
• Knowledge of accessibility and inclusive customer service.

Skills and abilities

Essential

• Excellent communication and interpersonal skills.
• Ability to lead and motivate staff and volunteers.
• Ability to remain calm and make sound decisions under pressure.
• Ability to manage several activities and priorities simultaneously.
• Ability to handle difficult situations professionally and sensitively.
• Strong organisational skills and attention to detail.
• Ability to work independently and take responsibility while on duty.
• Ability to work positively as part of a small, collaborative team.
• A reliable, flexible and practical approach to work.

Qualifications and training

Essential

• Willingness to undertake first-aid, fire-safety, safeguarding and other relevant training.

Desirable

• Current first-aid qualification.
• Fire marshal or fire warden training.
• Customer care or conflict-management training.

Personal attributes

• Friendly, approachable and confident.
• Dependable and trustworthy.
• Calm and resilient.

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