Job Description
Job Title: Front of House Manager
Salary: £22,000 - £27,000 p/a dependent on experience
Responsible to: Head of Engagement
Hours: Full Time, 40 hours per week
Annual Holidays: 33 days including bank holidays (which may be worked, except for Christmas
Day, Boxing Day and New Year’s Eve when Bluecoat is closed)
Bluecoat: an introduction
Bluecoat is Liverpool’s centre for the contemporary arts. Our landmark building, located in the
heart of the city centre, is home to a year-round programme of exhibitions, music, dance, literature,
live art and heritage events. Bluecoat also provides a base for around thirty artists, collectives,
small arts organisations and craftspeople.
Bluecoat receives more than 600,000 visits annually from a diverse range of visitors. We seek to
engage the broadest possible audience with exciting contemporary work and the creators behind it
through a programme of considered engagement opportunities. We are shaping our organisation
to create a unique arts centre which enables the public’s enjoyment of the building to blend
seamlessly with the arts, heritage, retail and hospitality on offer to create exceptional arts
experiences.
In 2017 we will celebrate the 300th anniversary of our distinctive Grade One listed building, the
oldest in Liverpool city centre. The tercentenary provides a unique opportunity for us to engage
with new audiences and stakeholders, to share our rich heritage and to invite them to be part of our
future.
Bluecoat: a brief history
In 1908 a group of artists moved into the former Blue Coat School building in Liverpool city centre
and the space has been synonymous with art and artists ever since, playing a major part in
Liverpool’s cultural life. Bluecoat expanded and flourished from the 1960s onwards with a regular
public programme of exhibitions, music, live art and dance. A working community of artists has
always been present with creative businesses and small arts organisations added to the mix over
the years. In 2008, Liverpool’s year as European Capital of Culture, Bluecoat reopened after a 3year capital redevelopment which resulted in significant improvements to physical access as well
as the creation of a brand new arts wing.
Bluecoat: purpose and values
Our purpose is to open up new possibilities for individuals and communities by
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offering experiences of the arts that are resonant, distinctive and profound
helping diverse artists to find their voice, develop their work and sustain their practice
opening our historic building to makers, traders and visitors
making connections, virtual and live, between the culture of Liverpool and the rest of the world
Our work is shaped and developed by creating a sense of place, and through dialogue and
collaboration with artists, partners, participants and audiences within and beyond our building. We
are committed to values of equality, diversity and sustainability, and drive our work through being
creative, inclusive and supportive.
Through our Engagement Unit we are developing an approach to support a new depth of
interaction with our programme for existing and new audiences. The heritage of our building has a
broad appeal and helps us to attract audiences who might not otherwise visit a contemporary arts
centre. Our hospitality offer, open every day, also attracts a diverse customer base. We are keen
to grow our income from this source and also to find effective ways to support customers to
engage with our arts programme as well as enjoying our café and the building itself.
The Front of House Manager will play a vital role in the delivery of Bluecoat’s visitor experience.
Working alongside colleagues in the Engagement unit, the post holder will be operational lead on
all aspects of the front of house management of Bluecoat, implementing a brand-appropriate
approach across key customer-facing functions including hospitality. As well as delivering visitor
facing aspects of our day to offer (primarily the Tickets and Information desk, Gallery, Espresso
and Bistro) this includes one-off events of all scales (weddings, conferences, festivals,
performances, talks) and regular events (workshops, tours, reading groups etc). This is a great
opportunity for someone with a proven record of excellent people management, a passion for
excellent customer service and a vision of how hospitality can make a more integrated contribution
to visitor experience.
Principal Duties and Responsibilities
Front of House
1. Design and implement an engaging approach to Front of House management across all
areas of the business, reflective of Bluecoat values and objectives.
2. Drive the success of Bluecoat’s hospitality offer, working closely with colleagues in the
Kitchen team to ensure that the offer is of an appropriate style, quality and price to meet the
needs of our visitors whilst increasing the income generated.
3. Manage and develop three Front of House Supervisors and a cohort of Engagement
Assistants to deliver the visitor/customer/audience experience. These staff are responsible
for
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Managing the Front of House ticketing system using Patronbase and related
resources to create and maintain a functioning audience database.
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Implementing regular monitoring of the audience and visitor experience through
surveys and other means.
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Managing the Hub and other public spaces to create visual coherence which is
welcoming, visitor-friendly and supportive of both our programme and our hospitality
offer.
4. Work with others to support staff across the organisation in achieving Bluecoat’s objectives.
Events Management
5. Take a lead on ensuring resources are in place for the successful delivery of Bluecoat’s
events from a visitor/customer/audience point of view, convening and chairing weekly
Operations meetings with colleagues from across the organisation.
6. Ensure that the schedule of events and the time-tabling of activities across the organisation
is designed and managed to maximise benefit to the visitor, customer and audience
experience.
7. Ensure that all events are delivered according to quality standards, values and customer
service principles which support Bluecoat’s audience development objectives.
Income Generation
8. Seek opportunities to increase income from our core hospitality offer, including promotions
linked more closely with our events programme.
9. Deliver aspects of the day-to-day running of an agreed individual giving scheme in liaison
with Development staff, including:
10. The creation of a ‘donations-encouraging’ culture at Bluecoat events and Front of House.
11. The on-going recruitment of members to an individual-giving scheme through engagement
with visitors on-site.
12. Work with cross-organisational teams to coordinate agreed fundraising events and
campaigns.
13. Participate along with other staff in delivery of the fundraising plan, as prepared by the
Development unit.
General and Administrative
14. Ensure that all aspects of our hospitality operation comply with health and safety including
food hygiene standards.
15. Ensure adequate stocks are maintained and appropriate stock control mechanisms are in
place.
16. You will be on a rota for both opening and locking up the building and will be responsible for
the whole building during designated times.
17. To be the person responsible for Bluecoat’s premises licence.
18. Maintain personnel files for all staff in the Front of House Team.
19. Participate in cross organisational working when required.
20. Carry out duties with full regard to Bluecoat’s Equal Opportunities policy.
21. Participate in staff training and development activities as required.
22. Carry out other duties commensurate with the post as required.
23. Act as an Ambassador for Bluecoat at all times.