Operations Manager Job Description
The Albany
Douglas Way
Deptford
SE8 4AG
www.thealbany.org.uk
Job Title
Operations Manager (OM)
Hours
40 hours per week: variable shifts including evenings, weekends and
bank holidays
Salary
£22-26k dependent on experience
Reports to
Head of Operations
Line Management
Front of House (FOH) Supervisors, Duty Managers, FOH and Premises
Assistants
Purpose of Job
To be responsible for the day-to-day management of the FOH and
Premises operation and ensure all patrons, room bookers, resident
and visiting companies receive the highest standards of customer
care.
About the Albany:
The Albany, in the heart of Deptford, is a vibrant, multi-use performing arts venue, with a
strong focus on working with diverse, local communities.
During the last year over 100,000 people visited the Albany and used its facilities, including
audiences of over 25,000 for more than 200 events. The Albany has four performance spaces,
including its unique central performance space, with a capacity of 300 seated and 500
standing. The Albany’s programme encompasses music, a range of theatre and dance, and
spoken word, as well as an array of educational, training and community-based projects. Its
other facilities include a café bar; rehearsal, workshop and meeting rooms for hire and office
space for 22 resident companies.
The Albany aims to provide:
 An artistic and community resource where diversity and creativity flourish.
 A space where new talent is nurtured and exposed to ideas from across the world.
 High quality creative experiences relating to the communities we serve.
 A creative centre for learning within the community, contributing to the cultural,
social and economic benefit of South East London.
The Albany has re-established itself as a significant London arts venue and is building on its
reputation as a home and seeding ground for creative development in the performing arts.
The Albany is a social enterprise, earning over 50% of its own income, and is also grateful for
the consistent support of the London Borough of Lewisham, and Arts Council England.
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Operations Manager Job Description
Reporting to the Head of Operations, we are seeking an experienced, ambitious, dynamic,
customer focussed Operations Manager to lead the front of house operation in one of
London’s most exciting and culturally diverse arts venues.
Key Responsibilities
1. Staff, FOH and Event management
 Ensure adequate and cost-effective front of house cover for all events at the Albany,
Canada Water Culture Space and Deptford Lounge and act as Duty Manager for all
key events at the Albany
 Recruit and line manage Front of House and Premises staff working within agreed
procedures and to appropriate standards
 Fully train all front of house and premises staff including in all aspects of Health &
Safety, access and customer care
 Book and manage security staff when required for certain events
 Facilitate room bookings and events; liaise with external clients as necessary.
 Work closely with the Head of Operations (HO), Culture Space Manager, Deptford
Lounge Centre Manager, Technical Manager (TM), Café/Bar and Box Office Managers
to successfully deliver the events programme and coordinate all operational matters
 Work closely with the HO and TM to ensure that the needs of all users are met and
that the premises are managed effectively and sustainably
 Be a personal licence holder and ensure that the conditions of the theatre’s premises
license are upheld
 Act as a key holder for the premises and be responsible for building security
2. Customer Care
 Achieve and maintain the highest standards of customer care and ensure that all FOH
and premises staff work together to provide a friendly, welcoming and clean
environment for audiences, visiting companies, room bookers and all building users
 Work closely with Production, Bookings, Box office, Café and other teams to ensure
an integrated approach to event management and customer care across the
organisation
 Ensure Front of House staff are fully informed about the programme and
developments within the company and their role in delivering the highest levels of
customer care and the Albany business plan
3. Premises and Maintenance
 Lead and manage a team of Premises Assistants, to ensure the highest standards of
cleanliness, maintenance and presentation throughout the premises
 With HO establish and develop good working relationships with contractors and local
trades-people to ensure that maintenance, servicing and repairs are carried out
efficiently and economically
 Be 1st point of contact for resident organisations and carry out building inductions for
new residents
 Acquire a good working knowledge of the building management systems, working
alongside the HO
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Operations Manager Job Description
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In the absence of the HO supervise the casual Maintenance Assistants
4. Income generation/Financial
 Work closely with the bookings, Box office and Marketing teams to actively promote
the programme, building and services to maximise revenue
 Identify opportunities and maximise sales potential running the FOH trading
operation (i.e. programme and merchandise sales) and opportunities for savings
 Manage the Premises and FOH salary and expenditure budgets

Ensure that Duty Managers accurately reconcile all front of house, café and
box office takings at the end of each night.
5. Health and Safety (H&S) and Access
 As a member of the H&S and Access working groups assist the HO in the
implementation of the company’s H&S and Access policies; complete and review risk
assessments as appropriate; keep auditable records as required by law; keep informed
of changes in H&S legislation and best practice.
 With the Marketing Manager lead on the development of accessible performances
with particular responsibility for the relaxed performances.
 With the Access team contribute to the on-going access action plan and our goal to
achieve Silver in the Attitude is Everything Charter of Best Practice.
 General housekeeping: ensure cleanliness and tidiness across all areas including
storage spaces and that exit routes are kept clear.
 Ensure that all public places including theatre, studios, café, offices (including
Residents), meeting rooms and garden have clear up-to-date notices displayed
outlining the actions to be taken in the event of a fire or similar emergency requiring
evacuation.
 Take responsibility for all fire safety, security and alarm equipment, ensuring that it is
kept in good order at all times; liaise with the Fire Brigade and keep the Fire Log up to
date
6. General Duties
 Support the aims and objectives of the Albany both internally and externally
 Develop efficient working relationships with all teams, resident organisations and
other third parties
 Work actively within the Albany’s Equal Opportunities, Child, Young and Vulnerable
People Protection and Health & Safety Policies
 Call and attend meetings and training sessions as required
 Support the Albany’s objective to offer in work training to placements, interns and
trainees
 Provide cover during holiday and sickness absences
 Undertake any other duties reasonably requested by the HO or Senior Management
team
 Support the Albany’s objectives - within the post holder’s expertise - by contributing
to the delivery of business contracts including but not limited to organisational
mentoring, venue management and contract delivery at satellite sites
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Operations Manager Job Description
This job description is a guide to the nature of the work. It is not wholly comprehensive or
restrictive and may be reviewed as required; other responsibilities may be added depending
on experience and need
Person Specification
Essential
This post will be subject to an application for disclosure of criminal records from the Criminal
Records Bureau
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Front of House or Operations management experience in a public facing role in an arts
venue or similar industry
Experience of managing and developing a team
Excellent customer care skills
An understanding of the issues relating to diversity and disability in an arts
environment
Knowledge and experience of implementing health and safety legislation and policies
Good time-management skills and ability to multi-task
Personal integrity, mature approach, reliable and responsible
Creative and strategic thinking, initiative, problem solving, flexibility
Excellent organisational and administrative skills and attention to detail
High level of computer literacy (Windows, Outlook, Microsoft Word and Excel)
High standard of written and spoken English
Excellent communication and inter-personal skills
Ability to work calmly under pressure and consistently to high standards
Ability to work evenings, weekends and bank holidays where necessary
Experience of sales and cash handling
Desirable
 Appreciation and understanding of working in an arts organisation
 Understanding of financial procedures, experience of budget management
 Knowledge of Artifax booking software
 Knowledge of computerised box office systems and procedures
 First Aid at work certificate
 SIA certificate
 Personal licence holder
 Experience of implementing licensing and local authority regulations
 Experience of building management including plant and security
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Aug. 2012