Front of House Coordinator

Job Description

JOB DESCRIPTION JOB TITLE
TYPE OF CONTRACT
RESPONSIBLE TO

Front of House Coordinator
Full-time, permanent
Front of House Manager

GRADE AND SALARY

HOURS OF WORK

KEY WORKING RELATIONSHIPS
INTERNAL

EXTERNAL

PROBATIONARY PERIOD

BENEFITS
(1) HOLIDAY ENTITLEMENT

(2) PENSION

(3) GP 24

(4) EMPLOYEE ASSISTANCE
PROGRAMME (EAP)

Grade 2
£25,181 - £28,342
Please note that we advertise our salaries
on a range to indicate the trajectory of
progression that can be made.
Appointments are usually made at the start
of the salary range

35 hours per week
9.00 am - 5.00 pm Monday to Friday with an
hour unpaid towards lunch

Estates Manager / Facilities Coordinators

Drama School, Academic Services staff,
teaching staff, students and casual staff

Your employment will be subject to a
probationary period of 3 months

Generous annual leave of 28 days (pro-rata)
plus Bank holidays
(This is inclusive of any days when LAMDA
may be closed, e.g. Christmas closure)
After 3 months of continuous service you will
be automatically enrolled into our qualifying
workplace pension scheme with AVIVA.
LAMDA will make an additional contribution
in accordance with auto- enrolment
regulations
You have access to remote, private GP
services 24/7, 365 days a year. GP 24 is
supported by highly experienced and
knowledgeable doctors
EAP is a confidential employee benefit
designed to help you deal with personal and
professional problems

JOB PURPOSE
The primary focus of this role is to provide excellent customer service to LAMDA’s audiences,
staff, students and stakeholders and work proactively with other departments to ensure that
financial targets from ticket sales, hires and bar income are achieved or exceeded.
There is also a year-round programme of public performances at LAMDA, in the existing Linbury
Studio, and in our two major theatres, the 200-seat Sainsbury Theatre and the flexible Carne
Studio Theatre, seating up to 120. There are also occasional off-site showcases and screenings
as well as internal LAMDA events, such as graduation and student-led events throughout the
year. The post holder will be responsible for ensuring the smooth and safe running of all these
activities at Talgarth Road and for liaison with any external venues.

DUTIES AND RESPONSIBILITIES

•  Dealing with all LAMDA incoming telephone queries

•  Dealing with all queries through the Facilities phone

•  Processing Box Office enquiries and liaising with industry guests

•  Putting together the daily absences for Admissions and Drama School and issuing

reports

•

 Managing distribution of merchandise

•  Provide admin support for Events

•  Logging any incoming Facilities issues on a call logging system

•  Monitor the following inboxes, ensuring appropriate actions are taken:

- Customer Service

- Enquiries

- RSVP

- Events

- Absences

- Estates

- Box Office

- Hires

Customer Service Desk (Email & Phone)

•  Responding to all Customer Service Requests in a timely fashion
•  Ensuring all calls are dealt with and, where necessary, directed to the appropriate

department/person in a fast and polite manner

•  Completing the daily absence report to the Admissions and Drama School team, this

involves being the point of contact for students to report absence and for the Admissions
team to be sent accurate reports

•  To manage the Customer Service Desk via systems like Asimut, to ensure all requests

for support and assistance gets to the correct person or team to resolve

Box Office (Email & some face to face)

•  To administer bookings, ticketing enquiries and any problems in a calm, tactful and

helpful manner, referring queries to other staff or departments to be resolved if required.

•  To ensure that customer records are entered, maintained and updated accurately in

accordance with Data Protection legislation.

•  To process industry bookings and run Excel reports, acting as a liaison between Box

Office and Drama School

•  To work closely with Access, Widening and Participation for group school bookings
•  To work closely with Marketing and Development in the creation of performances and

events

•  To oversee and process staff and student bookings for performances

Estates (Face to face, some email)

•  To cover the Estates Reception, dealing with ‘walk-ins, emails and calls relating to

Estates issues

•  Logging and managing the issues on a call logging system called Asimut, ensuring the

relevant people and shift has the current call

•  Running reports relating to Asimut

•  To coordinate student locker assignments and processing deposits and refunds

Hires & Events

•  To check and manage the Hires mailbox ensuring all queries are dealt with in an efficient

and friendly manner

•  To liaise with the Space Management Officer to check the availability of rooms for

external hire and confirm when hires have been agreed.

•  To ensure, with the Estates team that rooms being hired for events are clean, set up as

required and left as found at the end of the hire period.
•  Assist the FoH Manager with any admin duties for Events
•  To operate the Box Office for external hires, including bespoke seating designs and

prices

•  To act as a member of the Welcome Team for events and hires and being a point of

contact throughout their visit

Merchandise

•  Ensure the full range of LAMDA merchandise is fully stocked at all times
•  To work closely with all departments, ordering stock and generating invoices
•  Liaising with Marketing with redesigning merchandise and sales within LAMDA

This job description reflects the present requirements of the post and should not be seen
as  an  exhaustive  list  of  responsibilities.  Duties  and  responsibilities  may  develop  and
change in consultation with line management.

PERSON
SPECIFICATION

ESSENTIAL

DESIRABLE

QUALIFICATIONS    Educated to degree level or

A personal licence

vocational equivalent

METHOD OF
ASSESSMENT
Certificates/Application

(training may be
provided if the
successful applicant
does not already hold
this)

A First Aid qualification
(training may be
provided)

Application/Interview

Application/Interview

SKILLS /
ABILITIES

KNOWLEDGE
AND
EXPERIENCE

Excellent customer service
skills, and the ability to deal
efficiently, tactfully and
politely with a range of
people

Excellent attention to detail

Good general computer
skills and fully conversant
with MS Office

Demonstrable knowledge
and experience of Health &
Safety requirements for
places of public
entertainment

Experience of working in a
Front-of-House role in an
arts organisation,
events venue or visitor
attraction

Experience of computerised
Box Office systems at
administrator level

Box Office management
or supervisory
experience

Bar management
experience

Familiarity
with Spektrix

Experience
of operating a bar in an
arts or events venue

QUALITIES

Enthusiastic, highly
motivated,
positive attitude

Responsible outlook
with the ability to lead
and inspire

Application/Interview

Able to take responsibility
and act in a calm,
reassuring manner

Natural problem-solver

Ability to work under
pressure and think quickly

ABOUT LAMDA

As the oldest drama school in the UK, founded in 1861 as the London Academy of Music
and Dramatic Art, LAMDA is a world-leading conservatoire based in the heart of London,
oAering exceptional vocational training to actors, stage managers, technicians,
directors and designers, regardless of their background or socio-economic
circumstances. In 1965, LAMDA became the first drama school to introduce technical
training and quickly became a prototype for other institutions branching into this area.

 In 2017, LAMDA moved into its new £28.2m centre for world-leading drama training.
LAMDA’s new home features ten large training and rehearsal studios, three theatres -
the 200 seat Sainsbury Theatre, 120-seat the Carne Studio Theatre and the Linbury
Studio, and a fully equipped digital and audio suite. In January 2018, LAMDA alumnus
Benedict Cumberbatch was appointed the Academy’s President.

We believe drama has the power to transform lives. Our students graduate as authentic,
confident and independent artists or technicians, capable of shaping their own careers.

The work of the Academy is complemented by that of LAMDA Examinations, through
which LAMDA oAers a drama and communications-based syllabus leading to
accredited and non-accredited awards in the UK and overseas.

LAMDA Alumni include Nikki Amuka-Bird, Patricia Hodge, Janet Suzman, Chiwetel
Ejiofor, Jeremy Irvine, Rory Kinnear, Harriet Walter, Rose Leslie, Paterson Joseph, David
Oyelowo, Katherine Parkinson, Toby Stephens, David Suchet, Sam Claflin, Leah Harvey,
and Ruth Wilson, among many others.