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PURPOSE
The Front of House Coordinator is responsible for all Front of House Operations including the coordination of Box Office and Ushering services. The Front of House Coordinator will manage, and coordinate hires and events, manages and leads on the effective and smooth provision of staffing for all performances and events, ensuring the presentation and customer service of the building is at a world-class standard at all times, within the budgetary confines set by SAPA. Is responsible for the supervision and safety of patrons and all Front of House operations, internal and external concessions, staff at performances, hires and events. Oversees all ticket sales and event programming, providing outstanding customer service to patrons for SAPA events, and financial tracking, reporting, and box office operations at the theatre during events.
KEY FUNCTIONS Management:
Establishes with direct reports individual tasks and targets to be achieved within the designated time frames and/or cost/quality parameters. Prepares budget for and administers the functions of the Front of House Unit with approval budget. Appraises the extent of task achievement by and the performance and potential supervision of staff under immediate supervision. Administers other established human resource, financial, legal, and corporate management policies and procedures and monitors compliance by staff with these policies and procedures. Operational/Technical/Professional: – – Prepares the roster and communicates the schedule to effectively assign relevant staffing for all events including ushers, concession staff, janitorial, and security. Provides support in the recruiting and selection of FOH events staff including payroll and timesheet preparation. Develops a marketing plan for SAPA to promote and improve bookings.
Manages the effective, compliant, and safe management and filing of secure customer information, (in compliance with the data protection act and the department’s document retention policy), financial record keeping including settlements and receipts, through a strict regime of rigorous checks and filing. Handles all pre-event activities by facilitating site visits and participating in meetings with the Technical Coordinator to ensure that all clients’ needs are met. Liaises and supports the finance section to assist with discrepancies as required. This will also include cash handling procedures for ancillary (concession and box office) sales. Liaises with suppliers and contractors to ensure costs and supply meet with service requirements, including placing orders and authorizing invoices as required. Manages venue box office and ticketing operations during performance runs at SAPA by facilitating ticket sales and customer support at the venue, resolving any seating concerns from patrons, and working with front of house managers to provide excellent customer service. Facilitates advance ticket sales for on-sale events and season subscriptions prior to the show and at intermission. Ensures the security and safety of staff, audiences, and guests at all times, ensuring all staff is suitably trained and proficient in the evacuation and emergency procedures of the building. Oversees security and evacuation procedures by being familiar with building alarms, equipment, and evacuation procedures, and leading a building evacuation if necessary. Oversees movement of audiences in and out of the theatre, making all necessary announcements to ensure that all parts of an event run smoothly and to ensure a world class customer experience. Liaises with Facilities and other stakeholders to ensure the cleanliness of the theatre, facilitating custodian and cleaning services to confirm the theatre is left clean and tidy after performances. Manages all bar concessionaire operations ensuring stocks and staffing is at the optimum level based on projected sales. Oversees sales of any merchandise and balances at the end of the evening in accordance with basic accounting principles and standards. Oversees the SAPA box office during all normal opening hours and until 30 to 60 minutes after the start of each performance. Provides excellent service with customers via telephone and face to face ensuring all relevant questions answered and queries addressed. Oversees SAPA’s Ticket Solution System to manage customer records and run daily and weekly reports as needed. Ensures all cash sales are received, verified, and handed over to Accounts Receivables in accordance with stipulated timeframes and standard operation procedures. Manages the online ticketing solution system and trains others in executing same. Oversees the Box Office Helpdesk services by ensuring relevant staff and resources to man the Helpdesk. Executes any other related duties as assigned.
KEY RELATIONSHIPS Internal: Leadership and Management Teams, All Departments. External: Patrons, independent contractors, suppliers, vendors.
PERSON SPECIFICATION
Education:
Bachelor’s Degree in any of the following: Hospitality Management, Public Relations, Business Management, Marketing/Communications Recognized Diploma in Events Management would be an asset.
Experience:
A minimum of five (5) years’ leadership experience in a similar role. Experience working in a theatre and providing premium service levels. Experience of liaison and relationship management with external bookers and internal departments. Demonstrable experience of implementing and undertaking rigid and robust financial record keeping, cash handling and security checks. Demonstrable experience of working in a front of house leader or similar position in a national theatre or live performance venue. (Including live music).
JOB COMPETENCIES:
Knowledge/Skills Knowledge of: Crowd Management, Customer Service, Automated Ticketing Systems, Fire and Public Safety Regulations, Budgeting, Accounting Principles, Report Writing, Data Analysis, Health and Safety, Security Management, Vendor Relationship Management Skills.
Team Leadership Communication (oral & written) Problem Solving Business Acumen Planning and Organizing Relationship Management Customer Service Technical and Professional skills KEY ATTRIBUTES:
Attention to detail, requires being careful and thorough about details, recognizing the impact of decisions. Results oriented, requires establishing and maintaining challenging achievement goals and exerting effort toward mastering tasks. Willingness to work evenings, weekends and public holidays as required. Ability to exercise diplomacy and tact when dealing with clients, members of the public and staff.
– Ability to display strong verbal and written communication skills. – Ability to function with limited supervision at a demanding pace. – Ability to work flexible hours when necessary. – Flexibility, problem-solving skills, accuracy, ability to work under pressure and good communications skills. – Excellent tact and skill in dealing with the public with experience of handling complaints and enquiries.
EQUIVALENT QUALIFICATIONS AND EXPERIENCE –
Any equivalent combination of qualifications and experience will be considered.
WORK ENVIRONMENT –
This job operates in a professional office environment and in a theatre. This role routinely uses standard office equipment and other equipment that will be standard in preparing a theatre for use by patrons and performers. – This job operates at irregular hours based on the schedule of the theatre and the incumbent is required to work late and/or work shift, public holidays and weekends based on the theatre schedule.
Applications must be addressed to:
Chairman of the Board
Southern Academy for the Performing Arts
Submit:
• Applications via email to sapavacancies@gov.tt
Applications must include:
Cover Letter
Detailed Resume/Curriculum Vitae
Two (2) professional references
Copies of relevant certificates
A Police Certificate of Good Character (No older than 6 months or in the interim, the official receipt will be accepted.)
DEADLINE:
August 26, 2026 at 4:00 p.m.
Late applications WILL NOT be considered.
Only shortlisted applicants will be acknowledged.
For complete Job Description:
Please visit mccd.gov.tt
