English National OperaAssistant House Manager

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.

Assistant House Manager

Department: Commercial Operations/Front of House

Reporting to: Head of Commercial Operations / House Manager

Line Manager: House Manager

The Commercial Operations department works closely with ENO Artistic, Finance, Technical, IT, Development and ENO Baylis and is responsible for FOH operations, visiting company programming and visitor experience.

Reporting to the House Manager, the Assistant House Manager is a key contributor to the smooth running of the Front of House department, providing support to and Deputising in the absence of the House Manager.

Responsibilities

Reporting to the House Manager, the Assistant House Manager is responsible for:

A customer friendly, safe environment in which the public can watch performances. Supporting the House Manager with strong and effective management of the Front of House

Team, including the achievement of targets, together with training, appraisal and career development.

Ensuring a consistently high standard of customer experience throughout the team. Assisting the House Manager in financial control and monitoring of all sales transactions. Assisting the Head of Commercial Operations with a merchandise strategy. Supporting the House Manager in ensuring high standards of service for Visiting Company

promoters.

Line management of: 2 Duty House Managers2 Head Ushers CashierEvening Usher/Sales Attendants x 30 approx.

Main responsibilities:

Assist the House Manager to recruit and manage the Front of House Team including appropriate induction, training, appraisal, motivation and development. Assist in organising staff rotas to ensure the legal staffing requirements as well as achieving effective use of the sales attendants

Provide accurate and efficient support to the House Manager and Duty Managers on a daily administrative basis including setting up and/or attending meetings on their behalf and other general administration as necessary.

Be responsible for the duty management presence, as allocated by the House Manager for performances, events and rehearsals when the public are present, ensuring customer safety and satisfaction.

Schedule and minute meetings as required. Ensure all staffing records for the department are accurate and up to date; this includes

training records, induction of new staff, sickness and holiday records. To be the first point of contact for the FOH department. Dealing with queries and problems as

they arise. Effectively manage, archive and respond to complaints within 3 days whilst liaising with Box

Office to arrange refunds/exchanges/complimentary tickets. Provide a high standard of customer service at all times to internal and external customers.

In the absence of the House Manager, attend meetings to represent the department, and take notes/feedback to the House Manager where applicable.

To compile the weekly rotas for Supervisors and Team Members, to ensure that the department has the required number of staff for all events and performances. Assisting the House Manager in ensuring that any staff sickness or absence is covered, ensuring that we are working with the required number of staff on duty.

Assisting the House Manager with the recruitment of new staff. This will include inviting candidates to interviews, recruitment days and assessment centres, providing practical support on interview days, checking UK work authorization documentation and collating and checking new starter paperwork. Monitoring the recruitment inbox

Be responsible for the health & safety of the public while they are in the building, ensuring checklists and reports are completed and distributed according to Front of House procedures. In the absence of the House Manager work as a member of the local Health & Safety group, ensuring the health & safety of the public in the front of house areas, are a priority and under constant review

Manage the administration of the weekly payroll for the team of approximately 80 team members, 12 Level Supervisors and Duty Managers and deal effectively with payroll enquires from staff, in liaison with the Finance and Personnel departments.

To monitor uniform levels, ensuring that we maintain an appropriate stock level, and work closely with the House Manager as we plan for any purchase of new stock.

Assisting the House Manager in financial control and monitoring of all sales transactions. Supporting the House Manager in ensuring high standards of service for Visiting Company

promoters. Co-ordinate merchandising for Visiting Companies and rentals. Attend the fortnightly events planning meetings and update the fortnightly report with

relevant information to the Duty Managers. Record and distribute final dress rehearsal tickets to staff as well as manage stock. Provide support to disabled customers, sending out large print programme notes as required. Produce a monthly report on the use of taxis by staff, for recharging to relevant departments. Manage and maintain stationery supplies and other items for the office and Front of House

areas. Operate and maintain effective paper and electronic filing systems for staff records, customer

letters etc. Keeping the FOH emergency contact list up to date. Maintain accurate records of any incidents that occur during shifts and report matters to the

House Manager for further investigation if appropriate. Manage signage, poster sites (internal and external), displays and leaflets in all Front of

House Areas making sure they are up to date. Carry our regular maintenance and housekeeping checks and report findings to the facilities

department. Support the House Manager to ensure the training strategy is implemented and recorded for

all Front of House staff to do their job effectively and to provide a high level of customer care to external and internal audiences.

Assist the House Manager in the daily monitoring and compliance of published Health & Safety policies, as well as organising fire drills in accordance to ENO’s evacuation procedures.

To manage all stationery and equipment orders for the department, ensuring that stocks are maintained

Visiting Companies, one off Rentals and Gala performances. Along with the House Manager ensure the brand values of ENO are maintained for visiting companies and rentals and events. Taking direction from the Assistant Commercial Producer to maintain regular contact with the Promoter and their representatives (Press Agent, Company Manager, Business Manager etc) assisting with their FOH requirements.

Undertake any other administrative or operational duties as required by the House Manager

PERSON SPECIFICATION

Essential Ability to work anti-social hours (evenings and weekends as required) Excellent customer service skills, with the ability to work pro-actively in a warm, friendly

and enthusiastic manner with a wide range of people. Sufficient experience of administration in a busy customer service environment. Experience and understanding of the needs and working practices of a Front of House

department. Strong organizational and time management skills. Very strong Microsoft Office skills (Word, Excel, Outlook, Office 365, SharePoint). Strong communication skills and a high standard of written and verbal English with a

professional and confident telephone manner. Ability to work effectively to deadlines with a high level of accuracy and attention to detail A proven track record of excellent service delivery to a discerning audience / clientele in a

prestigious environment A responsible attitude towards work and colleagues Excellent interpersonal skills Experienced in working in a retail/sales environment as well as selling merchandise. Strong planning and administration skills. Strong numeracy skills, ideally with experience of payroll administration. A team player with the ability to work on under pressure using initiative Tact and diplomacy when dealing with customer issues or complaints The ability to work effectively within a busy team The ability to use initiative and work unsupervised as required Hands-on operational delivery

Desirable

Knowledge of and enthusiasm for opera, theatre or the arts in general

ADDITIONAL INFORMATION

ConfidentialityAll information concerning staff, patrons 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 postholder’s work. Unauthorised action being taken in accordance with ENO’s disciplinary procedure and may lead to dismissal. The postholder’s attention is also drawn to the Data Protection Act 1984 and the Computer Misuse Act 1990.

Health and SafetyThe postholder has personal responsibility for safety as outlined in the safety policy and the Health and Safety at Work Act 1974.

Equal OpportunitiesThe postholder will be required to abide by ENO’s policies on Equal Opportunities.

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

Terms and Conditions of the Post

Salary Range: £27,000 per annum

Hours of working: 35 hours per week, Monday to Sunday inclusive; additional hours may be as necessary in order to fulfil the requirements of your post.

Based at: London Coliseum, St Martin’s Lane, London, WC2N 4ES

_____________________________________________________________________________________________________________

To apply:

Please complete application form detailing why you are interested in applying and why you feel your experience would be suited to the post and send to personnel@eno.org

Deadline for receipt of applications: Wednesday 5th July 2017 by 10.00am

______________________________________________________________________________________________________

CONFIDENTIAL

English National OperaLondon Coliseum, St Martin’s Lane, London WC2N 4ESTelephone +44 (0)207 836 0111

APPLICATION FOR EMPLOYMENT

Name: _________________________________________________

Position applied for:

1) PRESENT EMPLOYER

Employer’s name, address & nature of business:

Job title held

Dates Employed

Brief description of main duties

Period of notice to be given:

Current salary:

2) PREVIOUS EMPLOYMENT (please continue on a separate sheet if necessary)

Employer’s name, address & nature of business:

Job title held

Dates Employed

Brief description of main dutiesand reason for leaving

3) EDUCATION (Secondary, Further/Higher)

Schools, colleges, universities or institutes of further education attended:

Date of qualification

Qualification gained, including subject and grades (or expected results):

Details of any professional qualification(s)/membership(s) of professional association(s):

Details of any training undertaken (please continue on a separate sheet if necessary):

Please note, English National Opera may request evidence of any qualification you have given above before making an appointment.

4) REFERENCES Please give the names & addresses of two employment referees, one being your current or most recent employer (we will not contact them until permitted to do so):

Name: Name:

Address: Address:

Telephone: Telephone:

Email: Email:

Occupation: Occupation:

Years known to you: Years known to you:

5) EXPERIENCE

Please outline your experience, relevant skills, suitability, and interest for this position:

6) FURTHER INFORMATION

Do you need a work permit to work in the UK? Yes* No

*if Yes, please state if you hold a current work permit and its expiry date:

Where did you see the vacancy advertised?

Have you ever been convicted of a criminal offence (other than convictions that are considered spent under the Rehabilitation of Offenders Act 1974)? YES / NO

*if Yes, please give details on a separate sheet.

NB. ENO is committed to safeguarding and promoting the welfare of children. Some vacancies may require CRB checks.

Data Protection Act (95/46/EC)

Information provided by you in this application or other relevant information supplied during the selection process (and any employment which may follow) may be held on computer and used for any lawful purpose relating to employee/Personnel administration and management. In the event that it is found the information submitted on this application form is not correct, ENO reserves the right to summarily dismiss you from employment for a fraudulent application.

I declare that the information contained in this application is correct.

Signature: Date:

CONFIDENTIAL

ENGLISH NATIONAL OPERA

PERSONAL DETAILS

The information provided will be used confidentially for administration purposes only and will not affect your application in any way.

Position applied for:

Title (Mr, Mrs, Miss, Ms, other):

Surname:

First name(s):

Home address:

Home telephone number:

Work telephone number:

Mobile telephone number:

Email address: