The Patron Services Manager is responsible for the management of Front of House (FOH) operations and catering services across all University of Western Australia's seven theatre venues. This includes staff management, customer service delivery and liquor licence compliance with a strong emphasis on patron experience, safety and health. The position reports to the Manager of University Theatres.

This is a permanent, full-time salaried position of 76 hours per fortnight. The Patron Services Manager will also undertake Front of House Manager shifts ensuring that a minimum of 10% of their worked hours are on charged to clients.

The role offers some flexibility in the specific hours worked, whilst recognising that client and staff contact, and rostered events, mandate certain times.

THE ROLE

Manage all aspects of FOH operations in University Theatres’ venues.

Operations

Consult and negotiate with clients to determine their Front of House requirements and agreed service levels for productions,

Liaise with the Bookings and Technical Departments to ensure efficient and professional operations,

Directly manage FOH operations of major events, and other events, as required,

Manage bar operations, including liaison with suppliers, equipment maintenance, pricing, stock control, timely submission of stock counts, and cash floats,

Manage hospitality functions for clients, VIPs and sponsors,

Consult and negotiate with patrons and clients to resolve conflicts and complaints,

Develop, implement, and review FOH policies and procedures and maintain documentation and staff handbooks,

Manage contractors operating in the venues, including food and beverage operators, caterers and security, and,

Other duties as required by the Manager.

Staff

Recruit, train, manage and roster FOH, bar, ticketing and cleaning staff, ensuring they deliver professional services to patrons and clients,

Timely authorisation of casual staff clocked hours, and

Forecast staffing requirements for events, monitoring and adjusting rosters as required.

Ticketing & Marketing

Manage the day-to-day administration of TicketsWA, and those employed to provide those services, including oversight of ticket builds, and

Oversee the delivery of TicketsWA promotional and marketing activity.

Compliance & Safety

Ensure compliance with the Liquor Licensing Act and the Responsible Service of Alcohol,

Ensure FOH operations comply with University, State and Federal Health and Safety requirements,

Ensure compliance with the Liquor Licensing Act and the Responsible Service of Alcohol, and

Ensure FOH operations comply with University, State and Federal Health and Safety requirements.

THE CANDIDATE

Management experience in professional live theatre venues,

Knowledge of the liquor and catering industries and Approved Manager requirements,

Excellent interpersonal, customer service, communication and problem-solving skills,

Excellent organisation skills with ability to prioritise and meet deadlines,

Demonstrated ability to train, manage and instruct staff,

Ability to work both independently and collaboratively,

Ability to manage budgets and allocate resources, and

Proficiency in MS Office suite.

TO APPLY

Please apply via SEEK by providing a covering letter outlining how you fit the above criteria as well as a current resume. For additional information, please email Rob Lines, Theatre Manager on [email protected].

Applicants must have valid Australian working rights.

Applications close 5pm Sunday the 13th of April however shortlisting will being immediately.