In Praise of Front of House Staff

Theatre likes to say thank you. Whether it’s a standing ovation on opening night or one a little more spontaneously given up, a seemingly weekly awards presentation (or are there even more than 52 ceremonies these days?) or those sheepish nods of the head from the orchestra, hitherto half-buried in the pit. Yes, as the definitive showbiz song has it, “Nowhere could you get that happy feeling / When you are stealing / That extra bow”.

Except one group of pros without whom none of it happens, who go largely unnoticed (unless something goes wrong), who don’t even get a first bow, never mind an extra one. Underpaid they may be - who isn’t in theatre? - but does that mean they should be underappreciated too? Well this article offers some gratitude to the people who clear up the glasses and God knows what else that gets left by the seats, who leap into action when there’s an (all the more frequent these days) medical emergency, who show superhuman patience to the likes of me when I can’t get that QR code to work.

Thank you, front of house staff.

But what’s the gig actually like? I spoke to some of these unsung heroes to find out and here's what I learned.

Like so many jobs in the industry, it’s hard graft, but those charged with jumping from box office, to bar to managing the whole damn thing wouldn’t have it any different. Theatres run on adrenaline, versatility and a “the show must go on” attitude from the front door to the stage door - always have and always will. There’s elements any office worker would recognise - the team briefings, the plan for the day’s activities - but, as anyone who has tried to rearrange a generic room for back-to-back meetings will attest, it’s no easy matter to set up the next show in a busy theatre!  

And then there’s the public, and a very diverse group they are too, drawn from all over the world. Of course, most are pleasant, polite and a delight to talk to - but some are not, preferring to find fault for the sake of it. It’s fair to say that if you do not enjoy helping punters and can’t summon the reserves of patience needed to deal with occasional displays of entitlement, you’re not going to enjoy working front of house. That said, so many young people work in hospitality these days as a student or in a first job, that most know if they can hack it, or, better, love it. 

In recent years, issues like access and health and safety have grown in importance, founded in statutory obligations but bleeding into good customer service. Everyone needs to know their individual and collective responsibilities, the procedures to follow and how to use the communications and other technology that support them. It’s a far cry from my days in a cinema in the 70s - “If the fire alarm goes off, ask everyone to leave via the nearest exit. Here’s your torch. See you at the intermission when you can collect your ice creams”. 

That expansion of the role is recognised in changes of job titles from yesterday’s Ushers to today’s Front Of House Assistants, comprising activities related to security to exhibition advice to supporting guided tours in larger venues. There’s a bit of upsale involved too, persuading those dipping a toe into a theatre, perhaps for a coffee at the bar to buy a seat for a show. 

With access more and more important, and supported by a range of technologies, front of house staff introduce audience members to what’s available to enhance their experience, sometimes even finding a seat better suited to their needs. It’s a nice buzz when people find out that such support is part and parcel of many theatres’ offer and thank staff for their work.

Speaking of technology, we all enjoy the convenience of having tickets on our phones these days - until they’re not there or don’t scan. It’s front of house staff who help sort such problems out, often while funnelling hundreds of punters through narrow doorways - they have more patience than me! It’s always a pressured few minutes getting everyone in at the start, while answering anxious questions like “I think I downloaded it here - or is it on your phone Dave?”. 

On the upside again, front of house staff are so central to the operation of a venue that they meet almost everyone involved, from office staff to casts and creatives to maintenance contractors and the many, many people in-between. And they all love theatre - why else would they be there? 

Front of House staff are the first people you see on entering a theatre, the heartbeat that pumps the money into the venue’s ecosystem, the ones who catch us when we fall, who bid us farewell with the same smile that welcomed us a transformative few hours earlier. To be so vital certainly boosts job satisfaction!

As does the chance to see the shows, tracking how different directors interpret plays and seeing new material, maybe in rehearsal, before anyone else! 

So if you fancy one day practising a fire drill and the next buying socks for a bona fide legend of stage and screen, and the next, well, who knows, then front of house may be just the thing for you.

For the rest of us, show a little love and make sure to thank each of them for their work as you leave - it wouldn’t have happened without them.

BWW thanks staff at The King's Head Theatre and The Royal Shakespeare Theatre for their generosity in helping with this article.

Main Photo Credit: Ushers at The Other Palace Theatre by Craig Fuller

  

To post a comment, you must register and login.