Job Description

Theatre Operations Supervisor



Job description

Department:

Front of House

Reports to:

Theatre Management

Key internal contacts:

Theatre Management



Electrics Department



Stage Department



Stage Door



Box Office



Operations Department



Buildings Department



Health and Safety Consultant



Nimax Senior Management Team

Responsible for:

Front of House team








About Nimax Theatres



Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London's West End - the Apollo, Duchess, Garrick, Lyric, Palace, and Vaudeville. Additionally, Nica Burns has built an exciting new flexible theatre located at the top of Charing Cross Road, @sohoplace, which has recently opened and has a close operational relationship with Nimax Theatres.





Our theatres currently have a combined capacity of 5,600 seats and, in addition to hosting some of the UK's most critically acclaimed and successful plays and musicals, present a busy and varied programme of comedy, concerts and children's theatre.





We are a unique, diverse, loyal team founded on respect. We are here to put on great shows that people want to come and see, and deliver a fantastic experience in beautiful buildings.





About this role



You will work within a team of Theatre Operations Supervisors, with an objective to deliver the highest standards of customer service to our visitors. You will ensure the Front of House Usher and Bar teams are fully trained and prepared for their shift on a daily basis, and will ensure the Front of House and Bar areas are fully equipped, safe and presentable to provide a customer experience excellence and a profitable commercial operation.





Key duties and responsibilities



Operation



With the Theatre Management Team, lead and support the Front of House Team, through compiling the daily rota; preparing briefings; supervising the Front of House Usher and Bar teams on duty, and ensure they are adhering to customer services standards. Complete level checks in line with operational procedures. Supervise the incoming, interval and outgoing, monitoring patrons, anticipating any potential issues. Take charge and be the initial point of contact for any patron issues that have escalated from the wider Front of House team. Carry out regular level checks throughout the shift, to ensure staff are on task, and to deal with any issues as they arise. Ensure all bars and POS are merchandised to agreed standards. Ensure the Front of House Teams are upselling and maximizing sales at every opportunity. Encourage and support the Front of House team in any retail promotion or staff incentive. Ensure processes and procedures are carried out as required, for example, EPOS operation or Safety Reporting processes. Ensure the team and building is compliant with all health and safety, licensing, food hygiene, and Company policies. Maintain a good working knowledge of the current show, including running times, latecomers policy, special effects, trigger warnings etc. Be comfortable and confident with your assigned role as regards the emergency procedures, and take an active role in weekly fire drills, and other training regarding emergency procedures




Administration



Supervise the venue's stock of Nimax uniforms and ensure all new Front of House starters are issued with the correct items, retrieving all Nimax uniform/property when a staff member leaves. Assist with the onboarding and induction of new Front of House starters. Attend and participate in training courses as required.




Customer Service



Lead by example, and encourage the team to strive for excellence. Offer the highest standards of service and customer care as outlined in the Nimax Customer Experience Competency Framework. Assist all patrons with enquiries, queries and other issues relating to the building, show and retail operation in a positive, helpful and professional manner. Ensure that the public areas of the theatre are immaculately presented prior to each service period: incoming, interval and post show.


General



Assist Theatre Management with any functions, events, VIPs etc. as and when necessary. Any other duties that may reasonably be required as directed by Theatre Management.




This job description is not an exhaustive document but reflects the current position and details may be changed from time to time. The post-holder will be required to carry out any other duties as may be reasonably requested consistent with their job title and status. The duties contained within this must be performed at all times within the Company's stated guidelines and operational policies.





Person specification



Essential



Knowledge and experience of working in a busy environment. Experience of Customer Service. Works calmly under pressure. Willingness to work evenings and weekends. Experience of cash and stock handling.

Desirable



Theatre experience. Experience at Supervisory Level. First aid certificate. Personal License holder.

Nimax Theatres Limited is an equal opportunities employer. We value diversity and are committed to creating an inclusive environment for employees, job applicants and customers alike. We actively encourage job applications from all backgrounds.

Please apply with a CV and covering letter outlining your suitability for the role.

Deadline for applications: Sunday 28th September 2025

We reserve the right to close the application process early if we receive a very high number of applicants so interested candidates should please apply asap. If you have not heard from us within 14 days of the deadline please assume you have not been successful on this occasion