Job Description

Troubadour is a company which specialises in large-scale installation venues. We build and operate go- to destinations that are fully flexible, contemporary and with the ability to showcase world-class entertainment whilst providing a greater experience for all.

We're seeking an experienced, hard-working and motivated Front of House Manager, to oversee our busy operations at our brand-new Troubadour Canary Wharf Theatre, due to open in late October 2025. This role will work closely with the Theatre and Deputy Theatre Managers, Bar Manager, Restaurant Manager and supervisors with the ethos of making Troubadour Theatres a go to destination for productions, hirers and events companies alike.

The right candidate will be excited to join a dynamic team in a unique venue, offering an exceptional experience to our customers. You will have a great attitude - leading from the front and creating a positive atmosphere of hard work, fun, trust and professionalism for the front of house department.

STAFF MANAGEMENT

Line management of the Hosts, Duty Managers and Supervisors. Own the recruitment, appraisal and performance reviews of the Front of House team as required, including contract delivery and right to work checks. Support with the planning and delivery of training for all FOH staff. Implement development plans with promising individuals to retain and promote talent within the company. Run incentive initiatives and motivate staff to maintain morale and increase sales. Perform investigations, disciplinaries and grievance meetings when needed according to best practice and Troubadour Theatres policy.

DUTY MANAGEMENT

Duty manage 3 performances per week, leading the venue, theatre and bar teams, as well as security, ensuring standards of service are maintained at all times. This may increase during peak performance weeks or to cover holiday. Designate daily roles and responsibilities, ensuring all duties are completed successfully. Oversee the visitor experience operation and all guest activities during public hours, enforcing and upholding all relevant policies and procedures, in particular those relating to relevant health and safety and licensing regulations. Assist the bar and merchandise sales team to ensure that customers are served in an efficient, warm and professional manner. Conduct emergency drills, ensuring all staff are prepared in case of evacuation, lockdown, first-aid scenario, show-stop or cancellation. Respond to all escalated guest queries and complaints, endeavouring to resolve as much as possible whilst on shift. Effectively communicate any shift actions onwards to the Theatre Management, Technical & Facilities Manager or Box Office Management. Liaise with the resident production company and accommodate their needs where possible. Duty manage bespoke events as required, including private hires on dark days of the resident production. Undertake any other duties as reasonably required.

ADMINISTRATION AND FINANCE

Ensure FOH ancillary and merchandise sales records are reviewed daily, working closely with the merchandising partner to reconcile discrepancies and run the merchandise operation. Complete and check daily / weekly payroll, ensuring all data is accurate for the finance team. Assist the Bar and Restaurant Managers with the maintenance and upkeep of the till and PDQ systems. Oversee the merchandise management, ensuring good stock control, ordering systems and profitable margins, developing relationships with suppliers. Creation of a monthly staff rota for all the FOH team, effectively managing holiday entitlements, taking into account budgets and forecasts. Maintain shared email inboxes, ensuring all emails are redirected/responded to quickly and efficiently.

ACCESS & EDUCATION

Coordinate and deliver additional education and outreach activity (e.g. workshops, tours, post- show talks). Assist with the planning and delivery of access performances and events. Ensure consistency in the performance of the access hosts for each performance, in the provision of additional support for access patrons. Encourage a positive and culture of diversity and inclusion within the team, for all staff and guests.

HEALTH AND SAFETY

Ensure all Health and Safety policies and systems are followed, taking responsibility for employees and customers visiting the venue. Maintain accurate reporting of accidents and near miss incidents. Take a key role in creating and updating the emergency evacuation procedures of the venue. Act as a first aider for the venue, ensuring the first aid provision is regularly checked and maintained. Periodically review the licensing training for all employees and ensure compliance with the licensing objectives and all premises license requirements.

PERSON SPECIFICATION

REQUIRED:

Experience of working in a supervisory or management role. Confident, enthusiastic, professional and self-motivated. Ability to work under pressure and stay calm as well as prioritise tasks and use initiative. Clear and effective communication skills with an ability to engage with individuals and groups. The ability to work flexible shifts, weekends and late evenings on a consistent reliable basis. Accuracy and attention to detail. Excellent timekeeping skills. H&S qualification. Over 18 years old.

DESIRABLE:

Valid First Aid qualification. Previous experience of a similar role and interest in theatre and the arts.

To apply, please send a CV and a covering letter to jobs@troubadourtheatres.com

Applications will close at 10am on Friday 8th August 2025.

Interviews will be held between 12th - 14th August 2025.

Job Type: Full-time

Pay: Up to 35,000.00 per year

Schedule:

Monday to Friday Weekend availability
Application question(s):

What is the length of your current notice period? Do you have any pre-booked holiday before the end of this year?
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 08/08/2025