Stage Door Keeper

Job Description

The Stage Door Keeper is the voice and face of the Grand Opera House, based at the main backstage entrance to the Theatre they provide an essential front-line service to Grand Opera House customers and staff and play a crucial role in the Theatre’s evacuation and security procedures.

Main Duties:  Health and Safety

• Support the House Manager/Fire Evacuation Co-Ordinator in the case of the activation of the fire alarms, and in accordance with the theatre’s evacuation strategy. This will include operating the fire detection system, engaging with the Fire Service and participating in training and evacuation drills.
• Ensure all accidents/incidents/near misses are formally documented in line with Grand Opera House procedures and the details and logged on the Theatres Health & Safety Portal.
• Report any repairs and maintenance issues to the Building Services Manager.
• Provide a Health & Safety Induction for all visitors to the theatre, ensuring they receive a copy of The Grand Opera House’s Health & Safety Guide.
• Ensure the Stage Door area is clean, tidy and well presented at all times.
• Act as a First Aider for the Theatre, providing first aid support as and when required.

Customer Service:

• Ensure the highest possible standard of customer service is provided at Stage Door, a service that is welcoming, enthusiastic, friendly and courteous.
• Provide accurate information to visiting companies and cast members at all times, and ensure all preshow preparation is completed in advance of visiting companies arriving at the Theatre.
• Be knowledgeable and enthusiastic about the Grand Opera House, its facilities and staff, shows and events, policies and procedures; providing accurate information to the public, visiting companies and customers as and when required.
• Ensure all calls coming into Stage Door are answered courteously and transferred to the relevant individual quickly and efficiently and escalated if required.

Security:

• Open and close the theatre, ensuring the security of the theatre at all times.
• Control access and egress to the Theatre via Stage Door, to ensure that all staff and visitors to The Grand Opera House sign in and out in accordance with the Trust’s Policies, and that visitors’ passes are administrated appropriately.
• Keep secure and record the issue of all keys kept at Stage Door.
• Ensure the theatre’s intruder alarm system is armed and disarmed in accordance with the operating instructions, and reporting any faults or problems to the Building Services Manager.
• Deal appropriately with any alarm activations of the various systems at Stage Door.
• Monitor the Theatre’s CCTV and escalate any concerns without delay.

Person Specification

The Stage Door Keeper will be polite, confident, articulate, and friendly individual with the ability to work as a member of a team. Excellent communication skills and the ability to plan and organize tasks efficiently are essential skills for this role. An enthusiasm and commitment to providing all customers of the Theatre with an excellent level of service is a must.

Essential Experience

• At least two year’s recent paid work experience in a busy customer service/ hospitality environment, dealing with customers face to face and over the phone.
  
• At least one year’s recent paid work experience working with administrative procedures.
  
• Experience of working with a busy multiline switch board.
  
• IT proficient with working knowledge of Microsoft 365 including Outlook, Word, Excel and experience of using databases.
  

• Excellent interpersonal and communication skills and the demonstrable commitment to providing an exemplary level of customer service
• Ability to work effectively as part of a team and support colleagues
• Excellent planning and organisation skills and attention to detail
• Ability to prioritise tasks and respond accordingly in a busy customer facing environment
• Ability to work daytimes, evenings and weekends, across  7 days of the week, when the Theatre is open.