Visitor Services Manager - Front of House

Kings Place is a committed equal opportunities employer. We strive to provide our employees with a work environment free from discrimination where everyone can succeed and excel. We recognise that our organisation is enriched and strengthened by a diverse workforce and we welcome applications from everyone.

Role Objective:

Working alongside the Head of Visitor Services, Senior Visitor Services Manager, Visitor Services Manager - Box Office, and Visitor Services Manager - Team Development, the Visitor Services Manager - Front of House is responsible for delivering exceptional visitor experience while ensuring the smooth, efficient and professional running of all Front of House operations at Kings Place.

As a key operational leader within the Visitor Services team, the post holder champions high service standards across all public facing activity, ensuring that visitors receive a warm, safe and consistently excellent experience.

The role leads the Front of House team, overseeing daily operations, supervising staff on duty, and ensuring service delivery is consistent, well coordinated and aligned with organisational expectations. While the VS Manager - Team Development leads on specialist training and development projects, the VS Manager - FOH is responsible for day to day performance, operational standards, and guiding staff during live delivery.

The post holder will act as a Duty Manager, modelling exemplary customer care and ensuring that all events run safely, efficiently and in line with established procedures.

The role is also responsible for the safety and security of all visitors during FOH operations, including managing evacuations when acting as Duty Manager and contributing to Health & Safety, Access, and Diversity & Inclusion working groups from an operational perspective.

Key Duties:

Visitor Services & Department Management

• Provide day to day leadership and line management for Duty Managers, Front of House Supervisors and Front of House Assistants.
• Work collaboratively with all Kings Place departments and tenants to maintain exceptional customer care and operational coordination.
• Work closely with the Senior Visitor Services Manager to ensure consistently high standards of front of house delivery across all events and public facing operations.
• Lead Duty Management of concerts, events and conferences.
• Review and develop operational policies and procedures relating to the Front of House service.
• Chair the Access Committee, ensuring excellent provision of access across the organisation.
• Participate in the Visitor Services Diversity & Inclusion Working Group from an operational and service delivery perspective.
• Participate in the Health & Safety Committee and ensure high standards of H&S awareness across the FOH team.
• Work closely with the Production team to ensure effective, timely and consistent communication to Duty Managers and FOH teams regarding event requirements.

Duty Management of Concerts and Conferences

• Act as Duty Manager for concerts, events and conferences as required.
• Lead and manage all operational staff (FOH and technical) during events.
• Ensure events run efficiently, safely and in line with organisational procedures, exceeding visitor expectations.
• Maintain exceptional standards of customer and client care throughout each event.
• Complete accurate event reports at the end of every shift.

Staff Management

• Lead on recruitment, induction and operational training for FOH staff, working with the Head of Visitor Services, Senior VS Manager, the Office & HR Manager and VS Manager - Team Development (PT)
• Manage and oversee the Front of House rota, ensuring adequate staffing levels.
• Maintain and regularly update FOH procedure manuals for Duty Managers and FOH teams.
• Carry out annual Performance Reviews for Duty Managers and FOH Supervisors, and oversee the appraisal cycle for FOH Assistants.
• Monitor staff performance, attendance and operational conduct, addressing issues promptly and professionally.
• Provide day to day direction, guidance and operational supervision to the FOH team.

Security and Health & Safety

• Maintain full knowledge of emergency, evacuation and incident response procedures, and lead evacuations when acting as Duty Manager.
• Ensure all FOH operations comply with fire regulations, health and safety legislation and licence conditions.
• Ensure FOH staff receive regular evacuation briefings and operational refreshers.
• Secure KPMF areas at the end of Duty Manager shifts.
• Work alongside Building Management to ensure H&S and security concerns are communicated and actioned appropriately.

Marketing Liaison

• Work collaboratively with the Marketing Department for display and wayfinding, digital signage, print and display fixtures & fittings.
• Be main point of contact with Marketing, liaising on weekly schedules for digital content, exit flyering, programmes & merchandise, filming & photography, and any other customer comms.

Administration

• Manage daily administrative and financial tasks relating to performances, including programme and merchandise sales.
• Monitor FOH income and undertake reconciliation processes.
• Track and manage the FOH staffing budget.
• Attend the weekly Operations Meeting and contribute operational insights.
• Update Artifax with relevant information as required.
• Working closely with the Box Office team, oversee and monitor customer comments, complaints and general feedback, ensuring timely and effective responses.
• Implement process for channelling feedback to relevant departments, tracking actions and outcomes.
• Coordinate the collection and delivery of merchandise for performances.
• Manage and update the digital signage welcome totem with event information on a weekly basis.

Operations & Housekeeping

• Ensure the smooth delivery of housekeeping projects within KPMF demises.
• Schedule weekly air conditioning and temperature control timings for the building's various spaces.
• Manage and plan annual housekeeping budgets, including reactive works.
• Ensure consistently high standards of housekeeping, cleanliness and presentation across all public areas.
• Work with the Office & HR Coordinator to ensure appropriate maintenance procedures are in place and followed.

Ticketing

• Monitor ticket sales and trends, providing timely updates to Duty Managers and FOH teams.
• Ensure FOH teams understand event specific ticketing needs, audience flows and operational considerations.

Additional Duties

• Deputise for the Senior Visitor Services Manager during periods of leave.
• Support the Senior Visitor Services Manager with tasks as required.
• Attend KPMF meetings when needed.
• Undertake any other duties appropriate to the role, including occasional Box Office administrative support when necessary.

Essential Requirements:

• Significant experience of operational management within a venue, arts centre, events space or similar public facing environment.
• Strong experience and understanding of music, arts or corporate events operations.
• Extensive experience working with the public in a customer service driven role.
• A proven commitment to delivering first class visitor experience and service standards.
• Excellent communication skills, with the ability to direct, support, and coordinate teams during live operations.
• Proven line management experience, with a track record of managing staff performance, rotas and daily operations.
• Ability to work confidently under pressure in a fast paced live events environment.
• Strong organisational and planning skills, with the ability to manage multiple operational tasks simultaneously.
• A flexible and adaptable approach to working patterns, responsibilities, and event schedules.
• Good understanding of Health & Safety legislation and best practice for public buildings and live event environments.
• Strong situational judgement and the ability to make sound decisions during incidents, emergencies, and busy event periods.

Desirable Requirements

• First Aid qualification.
• IOSH or equivalent health and safety training.
• Experience using systems such as Spektrix or other major ticketing platforms.
• Experience managing housekeeping, facilities or building wide operations.
• Experience working within a multi space venue or complex