Job Description

Description

Are you someone who:

Demonstrates first-rate support to the customer experience

Has the ability to think on your feet

Actively contributes to a team and its shared goals

Works with accuracy and careWants to work in an exciting and creative organisation

Purpose of Job

As key members of the Front of House team, you will create a welcoming and safe environment for all visitors to the Donmar Warehouse. You will have experience of offering the highest levels of service to customers - ideally both to members and the general public - in person, by telephone and by email. As part of your role, you will maximise sales for the Donmar Warehouse, and have an extensive knowledge of Donmar Warehouse productions and its operations. You will take responsibility for the security of the building during daytime opening hours and ensuring that only valid ticket holders gain access to performances. The Customer Service Assistants will play an essential role in caring for our audiences.

We believe that representation matters; diversity of identity, of perspective and of lived experience enriches our work and our lives. We recognise that the Donmar and the wider theatre industry is not representative of contemporary society in terms of workforce, artists and audience. We particularly encourage applications from those who are currently under-represented both at the Donmar and more widely in the industry, and specifically from D/deaf or disabled, or neurodivergent applicants and applicants who experience barriers and inequity due to ethnicity, gender identity and/or socio-economic background.

Responsibilities

Visitor and Customer Services

Acting as a first point of contact to all visitors to the theatre, including public, contractors, cast and crew, as well as Donmar Warehouse staff Responding positively and effectively to all internal and external visitor and customer enquiries through all channels (in person, by telephone, by email) Providing accurate information to customers with regard to all current productions - including cast details, show synopsis, performance times, seat prices, content suitability Welcome customers, direct them to their seats by checking their tickets are valid Be fully trained in the evacuation procedures for the theatre, instructing customers or guiding them to safety in the case of an emergency Serving customers food and drinks at the bars, cafes or front of house drinks receptions. Sell merchandise, programmes or ice cream during the incoming, interval and outgoing, front of house or inside the auditorium as required Keeping your working area and other front of house spaces clean and presentable at all times Ensuring that all visitors and contractors are correctly inducted before entering the building Providing accurate information to customers with regard to the Donmar Warehouse itself - including travel, venue and access information, and details surrounding the release of tickets, ticketing schemes for specific groups, and details about membership

Ticket Sales

Accurately processing all ticket sales and reservations by all channels (in person, by telephone, by email) Following company procedures with regard to credit/debit cards, cash handling, and SOLT vouchers Accurately recording all customer data at every opportunity in line with company guidelines and the Data Protection Act Maximising income, loyalty and frequency of customer visits from ticket and ancillary sales through effective customer card and sales techniques Assisting effectively in day-to-day box office routines by adhering conscientiously to all working practices and standards

Teamwork and Operations

Contributing positively and knowledgeably to briefings and discussions with regard to the ongoing improvement of front of house operations at the Donmar Warehouse Providing all managers and supervisors with your full support, commitment and cooperation. Focusing on team participation when assisting the department in achieving goals and meeting deadlines (for example, the timely posting of tickets to customers) Participating in training to develop personally with the role and to ensure that desired standards are achieved and maintained To uphold all theatre policies and procedures (cash handling, health and safety guidelines)


This is not an exhaustive list of duties and the Donmar may, at any time, allocate other tasks which are of a similar nature or level.

Person Specification

The successful candidate will be able to demonstrate the following:

Experience of working in a fast-paced, multi-channel, customer-facing environment Ability to work as part of a busy team in a calm, efficient manner Good time management skills Good general IT skills (experience of box office software desirable) An organised approach with attention to detail A willingness to learn and develop new skills A clear and confident communicator with good interpersonal skills Knowledge of and enthusiasm for the work of the Donmar Warehouse Ability to prioritise, multitask and adapt to new situations 'Can-do' attitude, personal drive, resourcefulness, and initiative

Terms and Benefits

Terms:

Zero Hour Contract with evening and weekend availability expected

Salary:

13.85 per hour (London Living Wage)

Holiday:

33 days a year (pro rata)

Benefits (post-probation):

25 towards annual eye tests 6% pension contribution in Donmar's stakeholder pension scheme and required to contribute a minimum amount of 2% Discounted gym membership Discounts at the Donmar Warehouse bars

Professional Development:

All staff training and professional development programme

How to apply:

Please note, we do not accept CVs or Cover Letters.



To apply, please click the

Apply Now

button on the top right to complete the online application form including a Supporting Statement, Employment History and Equal Opportunities survey.

We reserve the right to close applications early if suitable candidates are found.

About Donmar Warehouse

World class talent, up close, in the West End

Since its foundation as a producing theatre in 1992, the Donmar has consistently punched above its weight; a small theatre with an international reputation among audiences and artistic impact far beyond its four walls. This next iteration of our life with our fifth Artistic Director, Tim Sheader, at the helm will see us focussing on making exceptional creative work beyond all else. We'll invest in nurturing the next generation of theatre audiences alongside our loyal core. Alongside this, we'll play our part in the wider cultural ecosystem of London and the UK through our work with local young people and emerging artists. And we'll celebrate our identity as a proudly independent, non-profit theatre, with a unique ability, relative to our size, to leverage private funds to support our mission.

Who we are

Here, in our 251-seat theatre in the heart of London's West End, we create unmissable theatre: Donmar audiences experience liveness, connection, and legendary performances up close. Our theatre is a welcoming space where people can meet, think, feel, together.