POSITION DESCRIPTION FRONT OF HOUSE MANAGER Full-time (38 hours per week) $50,000 per annum, plus 9.5% superannuation

Red Stitch is seeking a dedicated and focused Front of House Manager to take on the key customer service role in our rapidly growing organisation. The Front of House Manager will deliver welcoming and consistently outstanding service to our patrons. With responsibility for box office and bar operations, the FOH Manager will also work closely and pro-actively with our marketing team to nurture relationships with our existing loyal customer base, and contribute to the development of new audiences and the furtherment of our brand. The successful candidate will be a capable, self-managing leader with energy, enthusiasm, and keen attention to detail, committed to ensuring our customers enjoy a safe, memorable and highly positive experience every time they interact with Red Stitch. If you are passionate about the arts and genuinely want to make a big difference in a small company which strives to deliver Australian theatre of uncompromising quality, we would like to hear from you. ABOUT RED STITCH Red Stitch Actors' Theatre is Australia's leading ensemble theatre company. Established in 2002, we are unique in our structure: an artist-driven organisation led by our resident actors with the support of a small, dedicated staff and board. Performing contemporary Australian plays and award-winning new writing from around the world, we are renowned for the intimacy of our venue, and for presenting bold theatre produced with raw integrity. We play a vital role in the development and presentation of new Australian works through our unique INK playwriting program, and offer opportunities for theatre-makers at all stages of their careers to hone and develop their craft. With a national reputation for the quality of our work, Red Stitch remains at the forefront of contemporary Australian theatre practice.

RESPONSIBILITIES: The Front of House Manager is responsible for the smooth operation of the box office and Red Stitch Front of House areas (foyer, bar and licenced area, auditorium and other public spaces). Key responsibilities of the role include: • Provide a professional, welcoming and safe environment for Red Stitch patrons; • Manage all FOH staffing and physical resources for the bar and box office, including recruitment and training of new staff; • Assist the General Manager to review policies and procedures relevant to FOH, and ensure all such policies and procedures are communicated and adhered to; • Supervise all casual FOH staff, and manage rosters to ensure box office and bar hours are reliably covered; • Take a pro-active approach to marketing, and liaise with the Artistic Director and ensemble members in the marketing department to promote the company and its productions; • Oversee the implementation of our new ticketing and CRM system, transfer of customer data, and training of FOH personnel; • On performance days, act as Fire Warden and coordinate with Stage Management to oversee the safe evacuation of all audience members and show personnel in the event of an incident or emergency; • Ensure that accurate FOH reports are prepared and distributed following each performance; • Managing and coordinating customer experience for special events, opening nights, etcetera; • Prepare printed programmes for each performance season, including liaising with artists to coordinate programme content. SELECTION CRITERIA Essential • Outstanding customer service skills and demonstrated experience in a customer service environment; • Excellent written and verbal communication skills and a friendly and engaging demeanour; • Responsible Service of Alcohol accreditation; • Familiarity with relevant privacy of information legislation and commitment to maintaining customer and company confidentiality; • Willingness to work flexible hours including evenings and weekends as required; • A high level of professional integrity and a respectful and courteous attitude toward all stakeholders; • Good motivational, self-management and organisational skills; • Reliability and a high level of accuracy and attention to detail; • The ability to remain calm, professional and positive in an environment where time and resources are limited, and expectations are high.

Desirable • Experience with ticketing systems, in particular Ticketbooth and/or TicketServ; • Experience in CRM management and an aptitude for working in an on-line environment; • Previous experience in a similar role within an arts environment; • Familiarity with the Adobe Creative Cloud Suite; • A driver’s licence and access to a reliable vehicle. Access and Inclusion Red Stitch is an equal opportunity employer, which values diversity and inclusion. We encourage applications from Aboriginal and Torres Strait Islander people, people with diverse cultural backgrounds and people with disabilities. We will consider reasonable adjustments for qualified applicants with disabilities. APPLICATIONS For enquiries relating to this position, please telephone or email General Manager Fiona Symonds on 0407 989 982 or [email protected]. Please email applications including a cover letter and CV to [email protected] by 5pm, Friday 6th April 2018.