Background Document
House Manager
(Full time 40 hours)
House Manager is a new post at Eden Court. It will streamline the management of the Frontof-House department and draw it together with other aspects of premises management –
cleaning, maintenance and health and safety.
We are looking for an experienced manager to lead these departments to ensure that high
standards are consistently met and that commercial opportunities are fully realised. This key
role needs an inspiring, organised and dedicated manager to further develop an already
successful front of house department.
We aim to give the highest standards of customer service in all our delivery. We expect the
House Manager to ensure that all our customers have the best experience possible while
visiting Eden Court.
Introduction to Front of House at Eden Court
Eden Court re-opened in 2007 after large scale redevelopment. Our business has grown
significantly since then with particular growth in the number of performances and the number
of conferences.
When we re-opened, the management structure in the Front of House Department consisted
of two front-of-house managers reporting equally to the Operations Manager. With the level of
business at that time these staff could cover most of the public performance hours. Since,
then our business has grown significantly and public events now run most days from early
morning to late evening. In order to extend our management cover we have employed a
number of part time duty managers in addition to the two front-of-house managers.
The Operations Manager role has also grown, particularly as our catering operation, which
was originally provided by an external partner, is now run in house.
The new post of House Manager will give a clearer reporting line within the front-of-house
team and will take responsibility for the cleaning and maintenance operations. This will
reduce the number of direct reports to the Operations Manager and allow a better
management service to all the customer facing departments.
The House Manager’s departments
Front of House – the front of house team is passionate about the theatre and maintains very
high standards of face to face customer care. They are also responsible for security,
merchandise and sweet sales and for general tidiness and upkeep of front of house areas.
Maintenance – in 2014 we outsourced our maintenance to Robertson Facility Management
(FM) who have a full time staff member on site. This is working well but still has an element of
bedding in. The House Manager will be Eden Court’s primary contact with Robertson FM
Cleaning - this part-time team are led by a part-time supervisor and have to work flexibly due
to the variations in opening times. The House Manager will provide management and support.
Health and Safety – the House Manager will take a lead role in ensuring H&S policies and
practice are embedded across the organisation.
The opportunities and challenges

Front of house sales of sweets and merchandise provide valuable income. We are
working to find new opportunities to engage with our customers in order to increase
sales.

To take full responsibility for the delivery of our growing conference and events
programme, from set up to completion.

There is a need for better systems to ensure communication between cleaning,
maintenance and the rest of the organisation and for better monitoring of the work of
these departments.
An introduction to Eden Court and the Highlands
Inverness and the Highlands
Inverness was awarded city status in 2000. It enjoys one of the fastest growth rates in Europe
but has many of the advantages associated with both small town and big city living. It is small
enough to be friendly and to retain its community feeling but large enough to have the
facilities you would expect to find in any modern city.
Inverness is the capital of the Highlands of Scotland which contain some of the most beautiful
scenery in Europe. The Highlands can be enjoyed peacefully or for the more adventurous
they are seen as the “outdoor capital of Europe.”
Eden Court
Eden Court is the theatre and entertainment venue for the Highlands of Scotland. We present
a wide ranging and varied programme of live performances and films, as well as providing the
largest programme of creative learning of any UK theatre which is delivered throughout the
region.
Our programme ranges from full scale opera to rock music, from large scale drama to stand
up comedy and from international modern dance to local community companies. We have two
state-of-the-art cinemas, showing popular blockbusters, art house film and specialist cinema
from around the world. Eden Court is home to the Inverness Film Festival and one of
Scotland’s most popular Christmas pantomimes. During the last few years Eden Court has
become a great success story. We have achieved consistent and substantial growth in
audience numbers and are highly respected by our two major revenue funders – the Highland
Council and Creative Scotland.
Eden Court serves the whole of the Highlands of Scotland and many of our audience travel a
long way to attend a performance so we pride ourselves on looking after our audience and
ensuring that their remarkable loyalty is repaid.
Whether you focus on our unique creative learning programme, the size of the region we
serve or the variety of our programme, there really is no other theatre like us in Britain.
The Eden Court building
Eden Court Theatre was designed by Law and Dunbar Naismith and opened in 1976. It
combined a new theatre and foyer space with dressing room and office accommodation in an
1878 building that was originally the residence for the Bishop of Inverness. The building was
significantly extended and refurbished in 2007 with design by Page \ Park. It is now the
largest arts centre in Scotland and has won a number of architecture, design and
environmental awards. It is a Grade A listed building. We have a main house of 850 seats
(The Empire), a second smaller theatre with 250 seats (The OneTouch Theatre); two cinemas
(La Scala and The Playhouse); two studios and 15 dressing rooms. Eden Court is also home
to a restaurant, bars, visual arts spaces and conference facilities.
Catering at Eden Court
Our catering facilities include:
 a 70 cover restaurant serving lunches 12pm – 3pm and 5pm – 9pm;
 a 50 cover cafe area and bar, open 9.30am – 1am (these times vary within the terms
of the license according to demand);
 2 further bars open dependant on attendance at performances; and
 provision for the conference and events business throughout the day and evening.
Eden Court staff
Our staff include some of the most experienced, professional and skilful working in theatre
throughout the UK. We offer competitive rates of pay, a generous pension scheme, beautiful
premises and a relaxed and informal working environment in which you will be able to make a
valuable contribution.
Job Description
House Manager
(Full time 40 hours)
Eden Court is the Theatre for the Highlands and Islands and is committed to presenting a
wide and varied programme of music, drama, dance, comedy and film and a range of creative
learning and participation opportunities to appeal to all residents of the Highlands and visitors
to the area.
Summary of responsibilities
As House Manager you have overall responsibility for the daily operations of the premises.
You will line manage the front-of-house, maintenance and cleaning departments.
You will work closely with other department heads as a part of the Middle Management Team
including conference and events, catering and marketing, to ensure the efficient delivery of all
theatre operations.
You will ensure your departments comply with all licensing, fire and Health and Safety
legislation.
The House Manager’s overall aim is to ensure a healthy and safe environment within the
Theatre’s premises for both employees and customers and the creation of a welcoming
environment for our public and performers, starting from their arrival in the car park to their
last impression as they leave.
You are responsible to the Operations Manager and will be expected to be involved in
strategic decisions for your departments and to provide information and attend board
meetings for our Trading Company.
Summary of staff and departments
The House Manager is responsible for the following staff.
Front of House: 1 full time Front–of-House (FOH) Manager, 4 part time FOH Duty Managers,
a team of around 60 casual FOH customer service assistants.
Building maintenance: Our facilities management is provided by Robertson FM and as part
of their contract we have a full time onsite Maintenance Engineer. You will oversee the day to
day communication and scheduling of work according to the theatre programme.
Cleaning: Cleaning Supervisor (part time) and 11 part time cleaners.
You will ensure the following for all your departments:

There are good processes for communication and that all staff feel part of the
organisation;

Appropriate training is up to date and recorded;

Recruitment, appraisals and disciplinary procedures are carried out in line with
current legislation and theatre policy.
In particular your responsibilities and duties are to manage and develop your
departments and to contribute to the strategy of the organisation.
1. Front of House
You are responsible for ensuring that the front of house experience at Eden Court is the best
possible: that all Eden Court customers are made to feel welcome and are given all the
appropriate information they need to fully enjoy their time at Eden Court. This includes
ensuring that all staff at Eden Court are trained appropriately in Customer Care and that we
provide both positive support and access for people with disabilities. This will include
supporting the delivery of accessible performances and being the front of house
representative for the access panel.
You are also responsible for ensuring that sales opportunities for merchandising and sweets
are maximised, identifying and implementing ways to increase sales and making the best use
of staff and all areas of the building to do so.
As House Manager you will be expected to work regularly as a duty manager, including 2 to 3
evenings per week, and weekends (around 6 per quarter)
2. Building Maintenance and premises management
You are responsible for ensuring that Eden Court’s buildings and grounds are maintained to
the highest standards. This includes managing the car park, which is too small to cope with
demand at busy times. Along with the Operations Manager you will contribute to management
of the contract delivered by Robertson Facilities Management in your role as their day to day
contact. The onsite Maintenance Engineer will schedule preventative maintenance (ppm) and
other necessary repairs so that it is organised with minimum impact to the public and theatre
programme. You will ensure they have sufficient information to carry out their work safely
and effectively.
You are responsible for the security of the Theatre’s premises in all respects, including being
part of the on call team.
3. Cleaning
You are responsible for managing the cleaning of the Theatre’s premises. This will involve
line management of the Cleaning Supervisor and the cleaning team.
4.
Health and Safety and licensing
You will assist the Operations Manager in ensuring that all Health and Safety and licensing
obligations are met, including, but not restricted to, venue capacities and the sale of alcohol.
You will be expected to attend all Health and Safety meetings. You will be responsible for
ensuring the following:

That we comply with all Health and Safety and Fire legislation and that all staff have a
full and up to date knowledge of fire regulations, evacuation procedures and all
relevant safe-working practices;

An adequate number of the theatre’s employees have first aid training and that first
aid boxes are maintained;

Ensuring all staff, but particularly those who deal directly with the public, know and
understand their roles and responsibilities in an emergency.
You are responsible for ensuring that all staff understand and implement the company’s
health and safety policy at all times.
You will be expected to be a Personal Licence holder in accordance with the Licensing
(Scotland) Act 2005. Training will be arranged for this if necessary.
5. Conferences and meetings
You are responsible for the practical delivery of all commercial events hosted at Eden Court’s
premises, and will ensure that all conferences and meetings are run to the highest possible
standards. You will work alongside the Conference and Events Manager and Duty Managers
in the delivery of all events. You will liaise closely with relevant departments, including
technical, programming, and catering, to ensure the highest standard of delivery for each
event.
6. Financial Management
You will be responsible for implementing Eden Court’s financial regulations for your
departments. These include ensuring that cash and stock are managed securely and
providing appropriate authorisation for expenditure.
In conjunction with the Senior Management Team you will be required to contribute to the
setting of appropriate income and expenditure targets for all your departments and for
implementing the processes and procedures necessary to achieve these targets.
You will assist the Finance team, ensuring that your teams provide the reports and
information necessary for them to provide an accurate and efficient financial service to the
organisation. You will contribute to the setting of annual budgets (income and expenditure)
and will assist the Finance Manager to review and monitor performance against these
budgets.
7. Other
You are responsible for ensuring a staff training policy is maintained and appropriate staff
training is undertaken. You will be expected to organise or deliver much of this training.
Any other duties requested by the Operations Manager or Senior Management Team which
are reasonable requirements for the job of House Manager at Eden Court.
As a member of Eden Court staff you will be required to implement certain key policies
including Equal Opportunities, Customer Care and The Health & Safety Policy. You will also
be expected to take your share of responsibility in the ongoing improvement of these policies
and for contributing to the overall profile and reputation of Eden Court.
Candidate Specification
House Manager
(Full time 40 hours)
Experience
We do not expect a candidate to have experience of all the areas listed below, but preference will be
given to candidates who can demonstrate experience in a number of the areas.
1. Management experience and a proven ability in a customer facing role with large audiences.
This may have been in a cultural, sporting venue or other hospitality environment on a similar
scale.
2. Event, conference, meeting or theatre Management.
3. Proven ability to manage a building or venue with overall responsibility for all associated
departments i.e. cleaning and maintenance.
4. Experience of the application of Health and Safety legislation in a busy public environment.
5. Experience of staff management, training and appraisal with particular experience of managing
a number of departments and a range of staff from full time permanent to casual
6. Ability and experience of dealing with customers in a pressurised environment.
7. An understanding of access requirements and experience working with visitors with additional
needs.
8. Experience of managing budgets and achieving income growth from retail or leisure activities.
For each of these areas we would like to know:
1.
2.
3.
4.
What job you got this experience in – your employer, location, dates, your job title
The circumstances – the size and type of event(s), the number of customers
What you were actually responsible for: member of staff, manager, planner etc
The general outcome and specifically what outcomes your actions led to directly
Please provide an outline of this information in your application, and be prepared to discuss
your experience in detail at interview. Please note, we will make no assumptions about what any
of your previous jobs involved – if you have experience you would like us to take into account in
judging your application, then you must state this explicitly on the application form.
Personal Qualities
1.
2.
3.
4.
5.
6.
7.
8.
9.
Commitment to high standards of care for both external and internal customers
Effective oral and written communication skills and good interpersonal skills
Excellent organisational and time management skills
Ability to lead a team
Ability to work flexibly according to the changing demands and needs of the organisation
Able to work independently and to strict timetables
Ability to work as part of a management team
Proven commercial skills
An interest in and understanding of the arts