GENERAL MANAGER - UNDERSTUDY & KERB AT THE UNDERSTUDY

An inspiring leader and hospitality professional keen to develop and oversee the very popular Understudy Bar at the iconic National Theatre (NT). Ensuring all aspects of the offer – from bar management to participating in exciting KERB and National Theatre collaborations on London’s Southbank. A true passion for food, drink, people, and hospitality is essential, along with the ability to create and nurture a positive, supportive culture that permeates all aspects of the Understudy and works in tandem with the National Theatre's vision and values.   

ABOUT US

The NT’s mission is to make world-class theatre for everyone. Empowering artists and craftspeople to create world-leading work, investing in talent and developing new productions with a wide range of theatre companies. Our nation thrives on fresh talent and new ideas, so the NT works with young people across the UK to ignite the next generation's creativity. 

Based in the heart of London’s South Bank, the venue is home to three performance spaces, three restaurant spaces and additional F&D outlets. It is attended by over a million people annually, operating year-round to provide a welcoming space for audiences and visitors alike.

The NT is a registered charity with a turnover of circa £100m. We work to a break-even or better business model, achieved through income from the Box Office and commercial activity (principally our food and drink offer plus our commercial productions outside of the Southbank) supplemented by fundraising and a government subsidy. As such, the commercial aspects of our operation are crucial to balancing this model and serving the charity’s beneficiaries.

NT values: 

Excellence – Innovative – Bold - Resonant – Relevant – Inclusive – Accessible – Sustainable

DIVERSITY

The NT is a theatre for everyone, so inclusivity and accessibility are paramount. This begins with the work on our stages and our responsibility to tell stories that represent the whole country, that resonate with the wider national conversation and from a broad and diverse range of voices.

Setting a culture where there is more representation in the workforce, on the stage and in our programming and where staff and freelancers can succeed and thrive has been a central plank of our vision.  Our ambition is to achieve greater diversity in the areas of gender, race, disability, sexuality, socioeconomic background, faith and age.  

ABOUT NT FOOD & DRINK

NT Food & Drink is a unique partnership between the NT and Kerb Events Ltd (KEL – a joint venture between Kerb and Compass Group UK & Ireland)*. Together we are creating a world-class food and drink destination embedded within the heart of the NT’s operations, ensuring all public-facing venues as well as internal hospitality and commercial events, support the NT’s overall vision, values and culture. 

The NT actively sought not to outsource the catering operation but chose instead to stay actively involved by constructing this partnership with KEL. This ensures F&D and theatre specialism combine to offer the best experience for our customers.

Our key aims are:

To deliver a distinctive and unique food and drink offer that establishes the NT as a leading destination for food and drink on the South Bank.

To deliver a diverse, accessible and affordable offer of the highest quality that reflects the NT’s brand by being genuinely creative, relevant and resonant.

To deliver a range of high-quality, best-in-class food and drink offers at sufficient capacity to meet the expectations of NT’s audience pre-show and during the interval, and as a secondary market, the NT’s workforce.

Attract a diverse and young customer base beyond the NT audience into the NT’s South Bank home to enjoy its food and drink offers.

To develop a new robust and sustainable business model which can provide a strong platform for the next ten years delivering an increased profit contribution

Deliver the above in accordance with NT Food and Drink values, including:

• Staff diversity – NT Food & Drink staff to be at least as diverse as the population of London, to achieve the diversity of that within the borough of Lambeth.

• Environmental sustainability – aim for carbon-neutral food and drink operations by 2027.

• Accessibility – ensure NT Food and Drink offers provide value for money, delivers to a range of price points and aims to meet the needs of customers with access requirements.

• Striving for excellence – continually pushing to deliver the best in class

NT FOOD & DRINK COMPRISES:

• Two restaurant spaces – House (circa 110 covers) and Terrace (circa 90 covers). Excitingly, the partnership is currently working with two independent, best-in-class restaurateurs to refurbish these spaces and operate the restaurants with effect from Spring and Summer 2023. The aim is to deliver two exceptional destination restaurants to service pre theatre audience dining needs and attract a non-theatre customer base for pre and post-curtain-up dining, 6 days a week.

• The Espresso bar

• The Understudy Pub

• Several Theatre bars

• Outdoor Winter and Summer pop-up F&D offers

• The ‘Blue Room’ staff restaurant

• The ‘Green Room’ staff bar

• The private Ashcroft Room to service the NT Development team (fundraising)

• Events - Delivering circa 70 external commercial events and 50 internal hospitality events per annum 

The total operation generated an annual turnover of circa £10 million pre-Covid, when it had been delivered by an in-house F&D team since the Theatre opened in 1976. 

The aim is to substantially grow this revenue and resulting net profit over the next 5 years. The NT attracts an annual audience of over 700,000 to see its shows and benefits from a passing footfall along the South Bank of circa 15m visitors per annum. The workforce on site is circa 1500 p/day including permanent, fixed-term, casual and contractor staff.

KEY AREAS FOR RESPONSIBILITY 

• To take full operational responsibility for the day to day management of Understudy and KERB @ Understudy, ensuring the delivery of an exemplary customer experience according to the National Theatre and KERB standards

• To lead by example at the Understudy Bar and KERB @ Understudy, providing feedback and support to the team constantly through on-the-job coaching, demonstrating what good looks like by spending time engaging with and serving customers as well as by enforcing the necessary company policies.

• To lead on delivery of financial targets through management of costs as well as development and delivery of the sales strategy.

• Monitoring and analysing sales, reconciling sales stock and takings

• To proactively identify new sales opportunities and create a plan of action to carry out

• To lead, recruit, train, supervise, co-ordinate, support and motivate a team of approximately 30 staff

• To lead on ensuring effective communication within the team, providing important Company updates, ensuring appropriate handovers are taking place and staff are fully briefed, nipping any bad behaviour in the bud, identifying talent and working with HR to progress star team members,  holding and prioritising regular one-to-one meetings with direct reports.

• Overall responsibility for ensuring staff are fully briefed on any changes to product

• Overall responsibility for ensuring adequate stock for service by efficient ordering and rotation, including liaising with the necessary KERB teams

• To check stock deliveries, items issued to other departments and account for current stock held

• Overall responsibility for ensuring all Understudy areas and all equipment, fixtures and fittings are in efficient working order for service and are impeccably presented

• Overall responsibility for all food safety and health and safety matters at Understudy; you will ensure full compliance with all legal and regulatory requirements and ensure that you have adequate staff trained in fire and first aid as required

• To perform all logistical and administrative duties necessary to ensure the smooth operation of Understudy commercial operations

THE ROLE

The role of the General Manager is to take complete ownership of the Understudy and KERB @ Understudy business within the National Theatre and drive that business forward. You will ensure all front and back-of-house areas exceed the operational standards set out by KEL, constantly delivering a consistently exemplary level of service and hospitality.  You will manage 2 AGMs and a team of bar and counter staff. You will be in charge of the rota/scheduling to ensure all trading periods are appropriately staffed. You will inspire and lead the front of the house team’s daily activities in accordance with KEL and the National Theatres values and goals.  Training and development of the team to build a strong, passionate and motivated culture where quality and passion is at the heart of everything you do, all aligned with both KERB and the NT’s ethos and culture.  You will always exceed customer expectations whilst achieving a target margin of profit and develop and implement a positive, productive and engaging work environment.

• Approximately 3-4 year’s experience in a similar role in a fast paced environment within hospitality, events, cultural or heritage environment

• Proven operational knowledge and experience of successfully delivering on a similar sized project (3m turnover) preferably gained from a hospitality background

• A good working knowledge of the Craft beer industry with a curiosity to stay up to date with the breweries in London and across the UK and ability to train and instil the same knowledge in the team

• Passion for food and a good understanding of the fast pace of the London casual dining restaurant scene

• The ability to deliver a rotational, varied tap list that is exciting and commercially viable

• Ability to influence at all levels

• Excellent working knowledge of EPOS systems for front and back of house (GoodTill preferable)

• Understanding of commercials and product margins within a food and drink business including P&L

An inspiring leader and hospitality professional keen to develop and oversee the very popular Understudy Bar at the iconic National Theatre (NT). Ensuring all aspects of the offer – from bar management to participating in exciting KERB and National Theatre collaborations on London’s Southbank. A true passion for food, drink, people, and hospitality is essential, along with the ability to create and nurture a positive, supportive culture that permeates all aspects of the Understudy and works in tandem with the National Theatre's vision and values.   

ABOUT US

The NT’s mission is to make world-class theatre for everyone. Empowering artists and craftspeople to create world-leading work, investing in talent and developing new productions with a wide range of theatre companies. Our nation thrives on fresh talent and new ideas, so the NT works with young people across the UK to ignite the next generation's creativity. 

Based in the heart of London’s South Bank, the venue is home to three performance spaces, three restaurant spaces and additional F&D outlets. It is attended by over a million people annually, operating year-round to provide a welcoming space for audiences and visitors alike.

The NT is a registered charity with a turnover of circa £100m. We work to a break-even or better business model, achieved through income from the Box Office and commercial activity (principally our food and drink offer plus our commercial productions outside of the Southbank) supplemented by fundraising and a government subsidy. As such, the commercial aspects of our operation are crucial to balancing this model and serving the charity’s beneficiaries.

NT values: 

Excellence – Innovative – Bold - Resonant – Relevant – Inclusive – Accessible – Sustainable

DIVERSITY

The NT is a theatre for everyone, so inclusivity and accessibility are paramount. This begins with the work on our stages and our responsibility to tell stories that represent the whole country, that resonate with the wider national conversation and from a broad and diverse range of voices.

Setting a culture where there is more representation in the workforce, on the stage and in our programming and where staff and freelancers can succeed and thrive has been a central plank of our vision.  Our ambition is to achieve greater diversity in the areas of gender, race, disability, sexuality, socioeconomic background, faith and age.  

ABOUT NT FOOD & DRINK

NT Food & Drink is a unique partnership between the NT and Kerb Events Ltd (KEL – a joint venture between Kerb and Compass Group UK & Ireland)*. Together we are creating a world-class food and drink destination embedded within the heart of the NT’s operations, ensuring all public-facing venues as well as internal hospitality and commercial events, support the NT’s overall vision, values and culture. 

The NT actively sought not to outsource the catering operation but chose instead to stay actively involved by constructing this partnership with KEL. This ensures F&D and theatre specialism combine to offer the best experience for our customers.

Our key aims are:

To deliver a distinctive and unique food and drink offer that establishes the NT as a leading destination for food and drink on the South Bank.

To deliver a diverse, accessible and affordable offer of the highest quality that reflects the NT’s brand by being genuinely creative, relevant and resonant.

To deliver a range of high-quality, best-in-class food and drink offers at sufficient capacity to meet the expectations of NT’s audience pre-show and during the interval, and as a secondary market, the NT’s workforce.

Attract a diverse and young customer base beyond the NT audience into the NT’s South Bank home to enjoy its food and drink offers.

To develop a new robust and sustainable business model which can provide a strong platform for the next ten years delivering an increased profit contribution

Deliver the above in accordance with NT Food and Drink values, including:

• Staff diversity – NT Food & Drink staff to be at least as diverse as the population of London, to achieve the diversity of that within the borough of Lambeth.

• Environmental sustainability – aim for carbon-neutral food and drink operations by 2027.

• Accessibility – ensure NT Food and Drink offers provide value for money, delivers to a range of price points and aims to meet the needs of customers with access requirements.

• Striving for excellence – continually pushing to deliver the best in class

NT FOOD & DRINK COMPRISES:

• Two restaurant spaces – House (circa 110 covers) and Terrace (circa 90 covers). Excitingly, the partnership is currently working with two independent, best-in-class restaurateurs to refurbish these spaces and operate the restaurants with effect from Spring and Summer 2023. The aim is to deliver two exceptional destination restaurants to service pre theatre audience dining needs and attract a non-theatre customer base for pre and post-curtain-up dining, 6 days a week.

• The Espresso bar

• The Understudy Pub

• Several Theatre bars

• Outdoor Winter and Summer pop-up F&D offers

• The ‘Blue Room’ staff restaurant

• The ‘Green Room’ staff bar

• The private Ashcroft Room to service the NT Development team (fundraising)

• Events - Delivering circa 70 external commercial events and 50 internal hospitality events per annum 

The total operation generated an annual turnover of circa £10 million pre-Covid, when it had been delivered by an in-house F&D team since the Theatre opened in 1976. 

The aim is to substantially grow this revenue and resulting net profit over the next 5 years. The NT attracts an annual audience of over 700,000 to see its shows and benefits from a passing footfall along the South Bank of circa 15m visitors per annum. The workforce on site is circa 1500 p/day including permanent, fixed-term, casual and contractor staff.

KEY AREAS FOR RESPONSIBILITY 

• To take full operational responsibility for the day to day management of Understudy and KERB @ Understudy, ensuring the delivery of an exemplary customer experience according to the National Theatre and KERB standards

• To lead by example at the Understudy Bar and KERB @ Understudy, providing feedback and support to the team constantly through on-the-job coaching, demonstrating what good looks like by spending time engaging with and serving customers as well as by enforcing the necessary company policies.

• To lead on delivery of financial targets through management of costs as well as development and delivery of the sales strategy.

• Monitoring and analysing sales, reconciling sales stock and takings

• To proactively identify new sales opportunities and create a plan of action to carry out

• To lead, recruit, train, supervise, co-ordinate, support and motivate a team of approximately 30 staff

• To lead on ensuring effective communication within the team, providing important Company updates, ensuring appropriate handovers are taking place and staff are fully briefed, nipping any bad behaviour in the bud, identifying talent and working with HR to progress star team members,  holding and prioritising regular one-to-one meetings with direct reports.

• Overall responsibility for ensuring staff are fully briefed on any changes to product

• Overall responsibility for ensuring adequate stock for service by efficient ordering and rotation, including liaising with the necessary KERB teams

• To check stock deliveries, items issued to other departments and account for current stock held

• Overall responsibility for ensuring all Understudy areas and all equipment, fixtures and fittings are in efficient working order for service and are impeccably presented

• Overall responsibility for all food safety and health and safety matters at Understudy; you will ensure full compliance with all legal and regulatory requirements and ensure that you have adequate staff trained in fire and first aid as required

• To perform all logistical and administrative duties necessary to ensure the smooth operation of Understudy commercial operations

THE ROLE

The role of the General Manager is to take complete ownership of the Understudy and KERB @ Understudy business within the National Theatre and drive that business forward. You will ensure all front and back-of-house areas exceed the operational standards set out by KEL, constantly delivering a consistently exemplary level of service and hospitality.  You will manage 2 AGMs and a team of bar and counter staff. You will be in charge of the rota/scheduling to ensure all trading periods are appropriately staffed. You will inspire and lead the front of the house team’s daily activities in accordance with KEL and the National Theatres values and goals.  Training and development of the team to build a strong, passionate and motivated culture where quality and passion is at the heart of everything you do, all aligned with both KERB and the NT’s ethos and culture.  You will always exceed customer expectations whilst achieving a target margin of profit and develop and implement a positive, productive and engaging work environment.

• Approximately 3-4 year’s experience in a similar role in a fast paced environment within hospitality, events, cultural or heritage environment

• Proven operational knowledge and experience of successfully delivering on a similar sized project (3m turnover) preferably gained from a hospitality background

• A good working knowledge of the Craft beer industry with a curiosity to stay up to date with the breweries in London and across the UK and ability to train and instil the same knowledge in the team

• Passion for food and a good understanding of the fast pace of the London casual dining restaurant scene

• The ability to deliver a rotational, varied tap list that is exciting and commercially viable

• Ability to influence at all levels

• Excellent working knowledge of EPOS systems for front and back of house (GoodTill preferable)

• Understanding of commercials and product margins within a food and drink business including P&L