Overview
As a Theatre Operations Trainee, you will join a team of Theatre Operations Supervisors with the aim of developing the skills and experience required to step into a supervisory role. Throughout a 12‑week training program, you will receive hands‑on training and mentorship to build your ability to manage the Front of House and Bar teams, ensuring exceptional customer service, operational efficiency, and a safe, welcoming environment.
Responsibilities
* Lead and support the Front of House Team, compiling the daily rota, preparing briefings and supervising the Front of House Usher and Bar teams on duty, ensuring they are adhering to customer service standards.
* Complete level checks in line with operational procedures.
* Supervise the incoming, interval and outgoing service, monitoring patrons and anticipating any potential issues.
* Take charge and be the initial point of contact for any patron issues that have escalated from the wider Front of House team.
* Conduct regular level checks throughout the shift, to ensure staff are on task, and to deal with any issues as they arise.
* Ensure all bars and POS are merchandised to agreed standards.
* Ensure the Front of House Teams are upselling and maximizing sales at every opportunity.
* Encourage and support the Front of House team in any retail promotion or staff incentive.
* Ensure processes and procedures are conducted as required, for example, EPOS operation or Safety Reporting processes.
* Ensure the team and building is compliant with all health and safety, licensing, food hygiene, and Company policies.
* Maintain a good working knowledge of the current show, including running times, latecomer’s policy, special effects, trigger warnings, etc.
* Be comfortable and confident with emergency procedures, and take an active role in weekly fire drills and other emergency training.
Administration
* Supervise the venue’s stock of Nimax uniforms and ensure all new Front of House starters are issued with the correct items.
* Retrieve all Nimax uniform/property when a staff member leaves.
* Assist with the onboarding and induction of new Front of House starters.
* Attend and participate in training courses as required.
Customer Service
* Lead by example and encourage the team to strive for excellence.
* Offer the highest standards of service and customer care as outlined in the Nimax Customer Experience Competency Framework.
* Assist all patrons with enquiries, queries and other issues relating to the building, show and retail operation in a positive, helpful, and professional manner.
* Ensure that the public areas of the theatre are immaculately presented prior to each service period: incoming, interval and post‑show.
General
* Assist Theatre Management with any functions, events, VIPs, etc. as and when necessary.
* Perform any other duties reasonably required as directed by Theatre Management.
Essential Qualifications
* Knowledge and experience of working in a busy environment.
* Experience of Customer Service.
* Works calmly under pressure.
* Willingness to work evenings and weekends, subject to external training and development commitments.
* Experience with cash and stock handling.
Desirable Qualifications
* Venue experience.
* Experience managing others.
* First Aid certificate.
* Personal Licence relating to the sale of alcohol (not mandatory).
Eligibility
Confirmation that you fulfil the eligibility criteria with lived experience of forced displacement (i.e., have sought asylum or refuge in the UK).
About Nimax Theatres
Owned by Nica Burns and Max Weitzenhoffer, Nimax Theatres is an entrepreneurial and innovative organisation that owns and operates six theatres in the heart of London’s West End – the Apollo, Duchess, Garrick, Lyric, Palace, and Vaudeville. Nimax also operates a flexible theatre located at the top of Charing Cross Road, @sohoplace, in close operational relationship with Nimax Theatres. The combined capacity of our six venues is 5,600 seats. Nimax mainly hosts a busy and varied programme of comedy, concerts and children’s theatre, and has a track record of presenting critically acclaimed and award‑winning productions.
In 2022 Nimax partnered with the charity Good Chance for the Stage Door programme, which creates bespoke training opportunities for people from refugee and asylum‑seeking backgrounds to nurture the next generation of creative industry professionals. This traineeship will be part of the Stage Door programme (Stage Door 10) and will run across the country this year, providing peer support, networking, and mentoring opportunities from Good Chance and Nimax. The role will include one‑to‑one wellbeing sessions with Good Chance’s Deputy Artistic Director, and a series of mentoring sessions from Nimax team members at the end of the placement to support career development within the theatre industry.
Work Placement Overview
By the end of the 12‑week training period, you will have developed the core skills of a Theatre Operations Supervisor, including supervising teams, ensuring operational excellence, and delivering exceptional customer service. These transferable skills are recognised across the theatre industry and will provide an excellent basis for a future career in house management in any theatre or venue environment.
General Conditions
* This job description is not exhaustive; duties may change from time to time.
* The post-holder will carry out any other duties reasonably requested consistent with their job title and status.
* All duties must be performed within the Company’s stated guidelines and operational policies.
* The successful applicant will receive all necessary support, training and development to meet the expected outcomes.
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