WATFORD PALACE THEATRE

RECRUITMENT PACK

HEAD OF VENUEOPERATIONS

HEAD OF VENUE OPERATIONS

Thank you for your interest in becoming a part of the brilliant team at Watford Palace Theatre.

In this pack you will find background information on Watford Palace Theatre, the job description and personal specification. Below is the information on the recruitment process and what you need to do to apply.

HOW TO APPLY:

Send an up to date CV and covering letter via email to samantha@watfordpalacetheatre.co.uk with the subject line HEAD OF VENUE OPERATIONS. If you have any questions, please email Samantha Ford with your contact number and a convenient time to call.

CLOSING DATE: 5pm Monday, 6th July 2026
FIRST INTERVIEWS: w/c 13th July 2026
SECOND INTERVIEWS : Monday, 20th July 2026

ABOUT WATFORD PALACE THEATRE

Watford’s ‘Palace of Entertainment’ has something for everyone. We bring the world to Watford and take Watford to the world

WPT is a vibrant, inclusive, and ambitious producing theatre with a proud history of making high-quality work that is entrtainment inspiring and representative of the diverse communities we serve. From award winning productions in our 600-seat Edwardian auditorium, to festivals, national touring and innovative youth arts programmes, we are proud to be known as the region’s Palace of Entertainment.

OUR MISSION:

Entertaining: A great night out. The best shows. Something for everyone.

Inspiring: Bringing the world to Watford through theatre, comedy, cabaret, drag, dance, stand-up, film and more.

Representing: Taking Watford to the world through careers in the arts, skills, training and touring.

HEAD OF VENUE OPERATIONS

Reporting to: Executive Director

Department: Front of House, Bar & Cafe and Facilities - aka ‘The Operations Team’

Working with: Executive Team, Leadership Team, Producing & Programming, Marketing & Communications, Watford Palace Young Company, Business & Community Team, Technical Production

Line Management: Front of House Bar Manager, Front of House Duty Manager (20 hrs per week), Casual Duty Managers, Casual Bar and FOH staff (Visitor Experiences), Building Facilities Manager, Facilities Staff, Contractors and Suppliers.

Salary: £45,000 - £46,350 (depending upon experience)

Contract: Full-time, permanent. 40 hours over 7 days (Monday to Sunday) and including some evening and weekend working. For hours worked over the contractual hours Watford Palace Theatre operates a TOIL system. Location: Watford Palace Theatre

Holiday: 21 days per annum, plus UK Public Holidays rising to 25 days after 5 yearsof continuous employment Notice period: 2 months following a probationary period of 3 months

Benefits:

Flexible working arrangements

Complimentary Tickets

Staff Discounts on bars/café and free tea/coffee during working hours

Discounted parking at nearby multi-storey car parks.

PURPOSE OF THE ROLE

Watford Palace Theatre is seeking a dynamic, strategic, and hands-on HEAD OF VENUE OPERATIONS to lead the next phase of our audience focused experiences, operations and excellent service at ‘the Palace of Entertainment’, the Palace Theatre in Watford.

The HEAD OF VENUE OPERATIONS is a senior leadership role responsible for the strategic and operational delivery of all audience-facing and building operations at Watford Palace Theatre. The postholder will lead the integration of front of house, visitor experience, hospitality, facilities and building operations, ensuring the theatre is safe, compliant, commercially effective, environmentally responsible, and welcoming, inclusive and audience focussed.

This role combines strategic leadership with hands on front-line delivery, embedding a culture of excellence in audience experience while ensuring robust operational infrastructure across the organisation.

This is a newly created leadership role, integral to shaping how the theatre spaces and staff connect, engage with and serve our diverse audiences and how our venue hosts, facilities and environments enhance the audience and visitor experience. Ensuring excellence and best practice in the way the ‘audience experience’ intersects with our staff, our their hospitality as ‘hosts’ to our ‘guests’, how the building, the stages, spaces and the facilities (inc. the bars and products lines), are promoted and celebrated - creating an inclusive, inspiring, representative and entertaining spirit that is embedded across all areas of our work.

KEY RESPONSIBILITIES

Strategic & Senior Leadership

Lead and deliver a joined-up Venue and Visitor Operations strategy.

With the Executive team, set and drive KPIs and performance measures in the Venue Operations areas of responsibility

Develop and implement a data-informed ‘audience experience strategy’ aligned with WPT’s mission, brand and business objectives.

Contribute to wider organisational strategy and business planning, as a member of the Leadership team.

Front of House & Audience Experience

Oversee all Front of House operations and deliver exceptional visitor/guest/audience services.

Manage Duty Management systems and show operations.

Ensure welcoming, safe and accessible environments.

Ensure effective management of audience flow and building access.

Hospitality, Bar/Café & Commercial Operations

Oversee audience-facing Bar operations, delivering exceptional customer service.

Support bar operations and audience service points during performances and events.

Oversee bar and catering products, including the product lines we have are relevant and suitable for our visitors.

Maximise income and commercial opportunities by ensuring that products achieve the commercial return via the financial targets set and identifying new ideas and initiatives to improve secondary spend.

Manage suppliers and EPOS systems for effective stock control and GP monitoring.

Work with suppliers and catering providers to ensure high-quality service delivery.

Ensure bar operations meet licensing and health and safety requirements.

Team Leadership & Culture

Lead the front line “Visitor Experience” teams in Front of House and Café/Bars to deliver excellence in service.

Recruit, train, develop and manage the teams working in Front of House, Bar/Café and Facilities.

Conduct regular reviews and appraisals on performance management and goals setting.

Oversee and manage the Rota for Front of House and Bar/Café staff (utilising the PARIM digital system).

Foster an inclusive and empowering work culture.

Security & Premises Management

Oversee building security and keyholder systems.

Liaise with local authorities, licensing and emergency services where relevant.

KEY RESPONSIBILITIES CONT’D

Estate, Buildings & Facilities Operations

Oversee the team (internal and external contractors) to ensure building maintenance, cleanliness, and presentation is of the highest standards.

Work with the Executive Director in funding bids for and the management of capital projects and facilities investments.

Lead environmental sustainability initiatives – including implementing recommendations via the ‘Theatre Green Book’ or other industry leading practice and guidance.

Work with Production Technical teams to ensure smooth building/facilities operations.

Manage signage, wayfinding and accessibility provision – working with our Marketing & Communications team on ensuring the ‘Brand’ visibility is properly showcased and represented.

Working with our consultants on regular review and negotiation of our contracts and suppliers related to Theatre Operations.

Update and manage the 5-10 year building maintenance plan and cycles of investment/development of facilities and equipment.

Uphold the protection of the heritage of the building (and wider estate), as the custodian to the Grade II listed Edwardian Theatre and locally listed Theatre Workshop.

Health, Safety & Compliance

Ensure emergency procedures and emergency scenario planning, adopt best practice, including Martyn’s Law provision, and are up to date.

Ensure compliance with Health and Safety, accessibility and licensing requirements are of the utmost priority, and the safety and security of our audiences, visitors, artists, creatives and staff is fundamental.

Ensure Health and Safety policies and procedures are up to date.

Oversee risk assessments for audience facing areas.

Co-chair the Health & Safety Cross Organisation Committee alongside the Head of Technical Operations.

Financial Management

Manage budgets, forecasts and reforecast and identify efficiencies in relation to Theatre Operations.

Work with the Finance team on financial reporting and payroll requirements in relation to Theatre operations.

Support the Executive Director and CEO on capital expenditure planning and future “Masterplan” building estate vision, development and budgeting.

The purpose of this document is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. This document does not reflect all the job duties or requirements that might adapt, evolve and change due to the skills and experience of the successful candidate

PERSON SPECIFICATION

ESSENTIAL

Significant experience in a Senior ‘visitor experience’ or Front-of-House leadership role in a venue, in cultural organisations, hospitality, and/or in hotel operations or other similar environments.

Bar/Hospitality Operations - Demonstrable F&B Management and delivery experience

EPOS Systems experience

Venue Experience (Arts/Cultural and/or Hospitality venue or Hotel/B&B)

Strong leadership and team management skills.

Experience delivering customer service/’audience experience’ strategies.

Operational and organisational expertise.

Excellent communication skills.

Strong finance management, planning and administration skills

Computer literacy and competency (Microsoft 365 suite)

Commitment to accessibility and inclusion.

DESIRABLE

Experience in a Producing Theatre or Publicly Funded Cultural Organisation.

Knowledge of ticketing or CRM and/or Box Office systems (the Theatre uses Spektrix).

Knowledge of EPOS systems (the Theatre uses Lightspeed)

Experience in audience development or community engagement.

Personal Licence Holder

Recognised Facilities Management Qualifications

Recognised hospitality or venue management qualifications

Recognised Food Hygiene & Safety training

Recognised Emergency Scenario training

IOSH or First Aid training

WHY WORK WITH US?

Be part of a brilliant team: Based in one of the leading and most respected arts organisations in the UK - join a passionate, collaborative, friendly and highly experienced team.

Develop your skills: Gain hands-on experience with opportunities to develop your career through training and professional development.

Creative environment: Work closely with artists, creatives, and theatre-makers in a fast-moving and dynamic environment.

Make an impact: Help us connect with audiences and communities through making our venue the most welcoming, inclusive, and exciting entertainment venue – creating the ‘great night out’ experience.

WATFORD PALACE THEATRE TEAM COMMITMENT

Everyone at Watford Palace Theatre is expected to play their part in achieving our goals and upholding our core values, of ENTERTAINING, REPRESENTING AND INSPIRING, by:

Committing to creating and upholding a positive, dignified and inclusive culture that nurtures potential and supports well-being.

Playing your part in reducing our environmental impact and finding more sustainable ways of working.

Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and apprentices/trainees, and supporting our work with Watford Palace Young Company and our Community Partnerships work.

Having a positive attitude to health and safety, legal and insurance requirements and taking care to understand our policies and procedures.

You’ll help us uphold a positive culture around meeting our obligations. We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business.

Being a positive and proactive custodian to our heritage Grade II listed Theatre building (built in 1908), including our beautiful Edwardian 600 seat auditorium, as well as our other studio spaces and stages.

You’ll help us uphold a positive culture around meeting our obligations. We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the organisation.

Everyone at Watford Palace Theatre is expected to be flexible and adapt as the needs of the charity change, taking on new or different responsibilities as the need arises.

WE FULLY RECOGNISE THAT YOU MIGHT NOT MEET ALL THE PERSONAL SPECIFICATION, THIS IS AN INDICATIVE LIST AND WE ENCOURAGE PEOPLE WITH AN EQUIVALENT LEVEL OF EXPERIENCE TO APPLY

Watford Palace Theatre is committed to inclusivity and diversity. We actively encourage people from a variety of backgrounds with different experiences, skills and stories to join our organisation.

W WATFORD PALACE THEATRE

Supported using public funding by ARTS COUNCIL ENGLAND

www.watfordpalacetheatre.co.uk

WATFORD BOROUGH COUNCIL