Palladium Flashcards
(18 cards)
Why FoH?
Provides the perfect setting for me to contribute two of my passions: connecting with people (delivering customer service), and theatre. I studied English at KCL and specialised in theatre, and since then, I have played the keys for a musical theatre open mic night. I’ve been working front of house at the National Theatre since 2023. So, I am confident in my theatre knowledge, and that definitely informs my communication.
My other passion is connecting with people and delivering memorable customer service. Proud of my interpersonal skills, and that definitely translates well in a customer service context. The idea of welcoming people into the theatre, making sure they are comfortable and ready to enjoy a performance, sparking excitement, creativity, conversation, etc.
So, both passions complement each other, allowing me to deliver great customer service.
Why the Palladium?
Hugely impressive venue - made exceptional contributions to the west end, and the UK theatre landscape in general.
Something about the size of just over 2000 seats that is thrilling
And this production, too, which I don’t think is a stretch in describing it as one of the most important works of musical theatre in the 20th C.
What skills can you bring?
My experience working front of house at the National Theatre means I am well-equipped with the necessary skills - but, in particular, I can uniquely contribute to the team through my interpersonal skills. I enjoy finding positive connection even in brief encounters, and this makes patrons’ experiences memorable - which I think is important for all the ephemeral nature of theatre.
E.g.: Excellent Customer Service
Just before a performance of The Odyssey, an elderly patron was in reception who looked distressed.
E.g.: Thinking on my Feet
Before a performance of Boys from the Blackstuff, a ticketing issue meant the doors were delayed by 15 minutes and there was serious overcrowding
E.g.: Took Leadership
During the run of The Witches, we had a special performance which was for schools of deaf and hard-of-hearing students. I was in a group of 2 others , and it was our job to deliver around 75 headsets to 6 different schools around the building, and we had 20 minutes.
E.g.: Customer Conflict
During the run of Nye, we had an understudy on, and a customer had somehow missed our signage, specifically in place to manage expectations.
So, the left within about 10 minutes of Act 1 starting - I was in the main entrance and they were extremely frustrated;
To manage this conflict, I knew service recovery was paramount: started by attentively, actively listening (e.g.); apologising for the fact they had missed our announcements; and then suggesting an alternative (National Theatre at Home). Box office was closed, and due to demand, they had possibly been offering ticket changes.
E.g.: Having to adapt
During the run of Nye, a slew of dates that Michael Sheen’s understudy was performing. Suddenly, greeting became about managing expectations more than ever
E.g.: New Idea
Either - signage for understudies in the main entrance so as to manage expectations early on - minimises disappointment at the first moment.
OR
Sales desk - the way of arranging playtexts and other texts
E.g.: An idea wasn’t successful
During the run of London Tide, for the first week we didn’t have a template to follow when setting up the sales desk.
E.g.: Team Player
Sales desks in all foyers – on a regular basis. Rhythm of moving around a small space to get products; we had cast lists in a drawer which meant delivering some to nearby ushers on the doors if they ran out; selling partner would takeover – it’s about flexibility
E.g.: Time Management
A lot of theatre is about time-management: getting patrons in on time, getting them back after the interval; checking tickets in a timely matter; making sure patrons are sat in time.
One performance of the Grapes of Wrath was delayed by twenty minutes; so, time-management took on different meanings: managing our time as staff but also trying our best to manage patrons’ time. This meant keeping spirits high while being honest and direct to patrons – encouraging them to stay close by but also perhaps perusing the sales desk.
It also meant that we had to manage our own time even without knowing how long it would be before we opened the house. This meant remaining as proactive as possible – I was distributing cast lists at the doors and suggesting they maybe get a drink and snack at the bar – but ready to be present for the practise fire drill.
This resulted in time not being wasted: maintaining good relationships with the patrons whilst being able to move from helping patrons to doing the fire drill to opening the house.
E.g.: Proactive
During the run of The Effect, I was proactive with two patrons during the show. There was a show-stop due to a first aid incident in the stalls, and there was announcement that
E.g.: Solved a problem
Seconds before the interval of The Hot Wing King, a first aid was called, and the house manager and the supervisor had to attend in the auditorium. This left nobody to prepare ice cream for the interval sales.
E.g.: Conflict in the team
I was greeting with a colleague in the main entrance, and it was getting quite busy, but my colleague was missing. Learned that he was on his phone somewhere else. Because it impacted the service delivery, as half the
E.g.: Communication
Patrons of all different backgrounds, ages, etc. So, it’s about utilising different modes of communication and adapting register case-by-case.
For example, when greeting one morning, a patron who couldn’t speak much English who seemed a little disoriented.
Resulted in me understanding the different resources available to aid verbal communication.
E.g.: Self-Motivating
When greeting, huge lull periods where the building isn’t busy.
So, self-motivating is necessary so as to not waste time or waste opportunities during these lulls.
Therefore, I self-motivate by thinking about the history of the building, the range of patrons we have, and the information that links both these ideas together which motivates me to brush up on my knowledge of the building.
As a result, I can rely on my own initiative to not waste time, and instead hone skills and build and learn in a way that will enhance customer service delivery.
E.g.: Multitask
Every time you are on the auditorium doors
