Casual Front of House Supervisor

Roles: Casual Front of House Supervisor
Reports into: Ticketing Manager
Location: Troxy, Stepney, London
Contract Type: Casual contract 

Who Broadwick are: 

Broadwick is a multifaceted international company with headquarters in London who create, develop, own and operate a diverse portfolio of venues, spaces, events and experiences. 

Collectively we strive to push boundaries and disrupt the cultural landscape by combining big thinking, bold ideas and commercial intelligence to produce spaces and experiences for discerning audiences in inspiring locations.

Who Troxy are: 

Troxy is East London’s iconic Grade II-listed Art Deco venue with a flexible 3,100 capacity across its dramatic Auditorium and circle. It blends historic character with state-of-the-art production to host everything from live music and award ceremonies to brand showcases, film shoots and private events.

What we’re looking for:

We are looking for passionate and driven Front of House Supervisors to join our busy operations team during each event. You will help to oversee the events each night, by aiding customers with any queries, and liaising between our bars, box office and security teams to ensure that everything is running smoothly. You will work events on evenings and weekends, and be a proactive and friendly face, aiming to resolve issues quickly.

What you’ll be responsible for:

• Supervising the Front of House team, including ushers and ticket scanners, ensuring excellent customer service throughout the event
• Supporting the Duty Box Office Supervisor by managing customer enquiries away from the box office, allowing them to focus on ticketing operations.
• Welcoming guests and acting as the primary point of contact for customer queries throughout the venue
• Assisting guests with accessible requirements, including escorting wheelchair users and other accessible patrons to their allocated viewing areas.
• Managing customer reseating requests and resolving seating issues where appropriate.
• Coordinating audience movement and maintaining an organised, safe and welcoming front of house environment.
• Acting as the first point of contact for operational queries from security, escalating matters where appropriate.
• Liaising with the Event Manager, Box Office, Bars, Security and other operational departments to ensure the smooth running of each event.
• Resolving customer complaints professionally, knowing when issues should be escalated to the Event Manager.
• Remaining vigilant for welfare and safety concerns, reporting incidents promptly and ensuring accidents are recorded in line with company procedures.
• Participating in training and briefing sessions as required.

What you'll need to have:

• Experience working in a similar venue/environment.
• Clear and confident communicator, both verbal and written.
• Experiencing working operationally, and within a mixture of departments.
• Problem solver, proactive thinker.
• Excellent customer service skills.
• Calm attitude under pressure.
• A friendly and warm persona, with a genuine desire to help both customers and the Troxy team.
• Flexibility: you must be available to work evenings and weekends.
• A genuine love for music and live events.

Nice to have:

• First Aid trained.
• Experience as a manager in a similar environment.
• Awareness of night-time culture.