Duty Manager 

Position Summary

Reporting to the Front of House Manager, the Duty Manager is responsible for the day-to-day operation of the theatre, ensuring the health and safety of staff and customers, and guaranteeing the highest standards of service. This includes the allocation of and supervision of staff to enable the smooth operation of the facility. Following emergency procedures established by the City of Richmond Hill, handle all emergency situations affecting patrons and the building while on duty. Such situations may include emergency evacuation of the building in the event of fire, bomb threat, power outage or other emergency in which patron safety is at risk; flood, fire or other physical plant problem which may or may not affect the audience or actors; fire alarms; security problems including intruders or theft; patron illness or accident; and inclement weather. Duty Managers are frequently the most senior management in the building, and are expected to act on their own initiative in carrying out their duties, within the guidelines and policies laid down.

Key Duties and Responsibilities

• Responsible for the safety of all patrons and staff.
• Reports accidents/incidents, in accordance with City of Richmond Hill policy.
• Ensures safe work practices are being followed in accordance to City health and safety policies.
• Responsible for fire safety; ensuring all staff are aware of evacuation procedures and all patrons remain safe in an emergency situation.
• Responsible for building security and lock up.
• Unlock doors and turn on lobby lights prior to performances. Complete pre-show safety checklist. Check public areas, including restrooms, lobbies, theatre, front of building and take care of any appearance and/or safety problems.
• Supervise ushers. Explain procedures for emergency situations, seating, holds and concession sales. Explain patron services and policies.
• Oversee stuffing and distribution of programs.
• Resolve seating problems, coordinating between patrons and box office.
• Seat latecomers and patrons returning to their seats during the performance, using a flashlight and observing hold policies. Patrons should not enter the theatre unescorted.
• Remain in lobby or theatre throughout the performance. Be posted in a prominent location at intermission and following performances to handle patron inquiries.
• Helping at the bar when needed
•  Coordinate resumption of performance after intermission with the Production team.
• Prepare coat check sales report and cash deposit envelope.
• Prepare bar sales report and enter inventory in COG
• After the performance ensure that the house is checked for litter and personal belongings. Return any found items to the box office.
• After performances check that the audience has cleared the building, turn off lights in public areas, and lock front doors of building.
• Write and print house report to Front of House Manager
• Ensures that all patrons have a positive and memorable experience at the Theatre by dealing with any concerns or queries while maintaining a friendly atmosphere.
• Ensures that all staff give a good impression of the theatre by maintaining proper dress and a professional attitude.
• Communicates with clients (promoters) to meet their specific needs and guarantee their satisfaction.
• Coordinates roles between various front of house positions to ensure a healthy and clean environment.
• Manages audience flow throughout the front of house areas.
• Supervise staff and record their hours in the sign-out log.
• Responsible for the oversight of all bar activities during their shift.
• Ensures bar is properly cleaned and is compliant with health regulations.
• Responsible for counting float at the opening and closing of the bar.
• Responsible for the oversight of all box office activities during their shift.
• Reconciles box office sales reports

Duties and Responsibilities Cont'd (if applicable)

Education and Experience

• Applicants must be over 18 years old
• Previous management experience is required
• First Aid/CPR ‘C’ trained

Required Skills/Knowledge

• Excellent communication skills, oral and written
• Proven ability to confidently and professionally manage people in stressful situations
• An honest and reliable individual
• Ability to be assertive and take initiative
• Exemplifies customer service, tact and courtesy
• Working knowledge of OHSA, AODA, ESA, Fire Safety, Liquor Laws
• Working knowledge of Microsoft Word, Excel, Outlook.
• Demonstrates good judgment and makes sound decisions
• Shows commitment to personal growth, development, and leadership opportunities
• Shares new ideas and challenges the status quo
• Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust
• Takes initiative to participate in a culture of learning, mentoring, and sharing
• Contributes to building and being a part of a positive culture
• Demonstrate the City’s corporate values of care, collaboration, courage and service

Leadership Competencies