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About the Role

As a key member of the Front of House team, you will play an important role in creating an exceptional experience for everyone who visits the Donmar. You will act as a welcoming and knowledgeable ambassador, delivering the highest standards of customer care while embodying the Donmar’s values and mission. Support the smooth and professional operation of performances and events, ensuring visitors enjoy a safe, accessible, and memorable experience. Focus on health and safety, assist with emergency procedures, and contribute to food and beverage operations. Foster a warm, inclusive, and engaging environment through outstanding service.

Responsibilities

Welcome audiences on arrival and guide them around the venue.
Respond positively and effectively to visitors, providing a friendly and engaging experience.
Provide top-level customer service with a positive attitude.
Maintain an empathetic, positive, and solution-oriented mindset when troubleshooting issues.
Support audience members with specific access needs to promote inclusivity.
Check and scan audience tickets and assist with finding seats.
Serve food and drinks at the bars, including upselling and promoting membership offers.
Sell merchandise, programmes, or ice cream during incoming, interval, and outgoing periods.
Support the Development Events team with smooth running of events for corporate partners and supporters.
Support additional events across the organisation.
Contribute positively to briefings and discussions for front of house operations improvement.
Provide full support, commitment, and cooperation to managers and supervisors.
Participate in training for personal development and to ensure standards are met.
Uphold all theatre policies and procedures, including health and safety guidelines.
Uphold Front of House Assistant Procedures (sickness, lateness, phones, positioning).
Keep working areas and front of house spaces clean and presentable.
Contribute to and create a positive working environment, upholding inclusivity.
Carry out other duties as required by the Duty Manager, including stock management and upkeep of bar/theatre areas.
Report maintenance, cleaning, or Health & Safety issues to the Duty Manager.
Support the Duty Manager and Supervisor in safe building evacuation during emergencies.
Work to support colleagues on shift for efficient service and safety.
Monitor audience safety inside the auditorium and alert first aiders.
Take on other reasonable duties and responsibilities as required by line manager or senior leader.

Requirements

Experience of working in a fast-paced, customer-facing environment.
Ability to work as part of a busy team in a calm, efficient manner.
Reliability and good time management skills.
An organised approach with attention to detail.
Ability to support colleagues proactively in a team environment.
A willingness to learn and develop new skills.
Clear and confident communication with good interpersonal skills.
Ability to prioritise, multitask, and adapt to new situations.
‘Can-do’ attitude, personal drive, resourcefulness, and initiative.
A positive and welcoming demeanour.
Knowledge of and enthusiasm for the work of the Donmar Warehouse.
Availability to work weekday evenings (including Saturday) and Thursday & Saturday afternoons.
Permitted, by law, to be able to serve and sell alcohol.

Location

Donmar Warehouse Theatre

Work Type

Zero Hours Contract
Full-time

Salary/Compensations

£14.80 / hour

Benefits

£25 towards annual eye tests (post-probation)
6% pension contribution in Donmar’s stakeholder pension scheme (minimum 2% employee contribution)
Discounted gym membership (post-probation)
Discounts at the Donmar Warehouse bars (post-probation)
Full training in role
Ad hoc professional development programmes

About the Company

The Donmar Warehouse is a theatre known for its work.

Equal Opportunity

We believe that representation matters; diversity of identity, of perspective and of lived experience enriches our work and our lives.
We recognise that the Donmar and the wider theatre industry is not representative of contemporary society in terms of workforce, artists and audience.
We particularly encourage applications from those who are currently under-represented both at the Donmar and more widely in the industry, and specifically from D/deaf or disabled, or neurodivergent applicants and applicants who experience barriers and inequity due to ethnicity, gender identity and/or socio-economic background.