Front of House Supervisor(S) - Manchester, United Kingdom - Factory International

Factory International
Factory International
Verified Company
Manchester, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Closing date - 09 April 2023

Salary - £26,000 per annum

Front of House Supervisor Job Pack - download here**- There are multiple positions available for this role. Please note that this is an in-person role._

Our Front of House Supervisors are critical to delivering our vision for outstanding visitor experience at Factory International.

You will provide day-to-day duty management of events and activities within the venue as well as lead teams of staff in delivering an incredible experience of our new year-round home.


Inside of these duties, you will ensure the continued safety of visitors, working closely with Security and Front of House staff to manage risk and respond to incidents.

Alongside this, you will work collaboratively with teams across Factory International and Manchester International Festival to deliver the Front of House function for a wide variety of events, activities and performances.

You will also work closely with the Front of House Managers on developing the abilities of the Front of House Team, and creating a collaborative and supportive team culture that champions openness, accessibility, and celebrates the strengths of team members.


We are looking for people who are fanatical about delivering great experiences, who have the ability, personality, and character to motivate teams and who share our values of inclusivity, equity and accessibility.

Working closely with our Ticketing, Security, Volunteer Team and Food and Beverage partner, you will be a team player with great ideas and energy plus a real understanding of how to welcome all of Manchester's communities to Factory International.

Responsibilities for the Front of House Supervisors are;

  • Manage Front of House Hosts, including recruitment, training, supervision while on shift, and overseeing their continued learning and development
  • Act as a Team Leader in the delivery of outstanding customer experience to all Factory International visitors, collaborating with ticketing staff and providing supervision to volunteers, security, porterage and cleaning staff as needed to ensure the smoothrunning of daytoday Front of House operations
  • Monitor and maintain the safety of visitors, colleagues and artworks through managing and mitigating risk, effective deployment of Security and Front of House staff, managing crowdflow, and effectively responding to incidents
  • Respond to and manage customer complaints, ensuring complaints are appropriately logged, investigated, resolved and/or escalated
  • Work with Front of House Managers and across teams to develop and embed team culture and act as a role model within the Front of House management structure, ensuring your team upholds the highest standards in visitor experience
  • Champion equality, diversity, inclusion and accessibility, ensuring Factory International provides consistent sectorleading experiences to all visitors
  • Work collaboratively with Front of House Managers and other teams to support the continued development of the visitor experience offer at Factory International
  • Work with Front of House Managers and other teams to design and deliver training for Front of House staff, ensuring staff feel prepared and equipped to undertake their roles
The person specification for the Front of House Supervisor roles inlcude;

ESSENTIAL

  • Ability to motivate and leads teams of people in the delivery of outstanding experiences/services
  • Effective communication skills with the ability to communicate with a broad range of people from different backgrounds
  • Demonstrable experience of taking a collaborative approach to their work
  • Ability to remain calm under pressure, always retaining an open and approachable manner
  • Excellent organisational skills with the ability to manage multiple priorities effectively
  • Good IT skills, including proficiency with Microsoft office programs and the ability to pick up systems quickly
  • Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds

DESIRABLE

  • First Aid Qualification
  • Previous experience working within an arts/cultural venue
  • Understanding/Knowledge of access needs and previous experience of working with access customers
  • Familiarity with Health & Safety legislation and practical implementation of policies and procedures
  • Enthusiasm for training, mentoring and support of emerging talent
  • Previous experience of leading teams of people
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