Position Number: Multiple

Directorate: Community and Economy Services

Service: Arts and Culture

Location:
Blue Mountains Theatre and Community
Hub

Position
Classification:

Band 3

Date
Created/Updated

09/07/2026

POSITION PURPOSE/OBJECTIVE

The Theatre Services Supervisor is responsible for leading the Theatre Services team to
deliver exceptional front-of-house operations and outstanding customer service across all
theatre events. The role supervises the delivery of patron services, ticketing, ushering,
crowd management, and bar operations, ensuring services are provided safely, efficiently,
and in accordance with venue policies, procedures, and legislative requirements. The
Theatre Services Supervisor provides leadership, guidance, and on-shift support to staff,
fostering a professional, customer-focused team environment while contributing to a
positive patron experience.

RELATIONSHIPS

Reports to (Position Title): Front of House Supervisor

Report to (Position Number): P01140

Staff Responsibility: Theatre Services Attendants

Key Internal Relationships: Front of House Supervisor, Program Leader
Theatre & Cultural Development, Blue Mountains
Theatre Staff

Key External Relationships: Audience members, customers, producers,
artists and performers

KEY RESPONSIBILITIES

• Lead and supervise front-of-house operations to ensure the safe, efficient, and

professional delivery of theatre events.

- Foster a positive, customer-focused culture by ensuring the Theatre Services team

consistently delivers high standards of customer service.

- Coordinate and oversee the daily operation and staffing of ushering, bar, and box office

services.

- Supervise patron entry, ticketing, seating, crowd management, and bar operations in

accordance with venue procedures and legislative requirements, including
Responsible Service of Alcohol (RSA).

- Ensure end-of-shift cash handling and reconciliation processes are completed

accurately and in accordance with Council procedures.
- Liaise with technical and event staff to support the smooth delivery of performances

and ensure event schedules are maintained.
- Assist with the recruitment, induction, training, mentoring, and rostering of Theatre

Services staff.
- Act as Chief Fire Warden when required and coordinate emergency responses in

accordance with venue emergency procedures.
- Coordinate room and front-of-house set-up to meet event and venue operational

requirements.
- Support event coordination activities and provide operational assistance as required.
- Provide hands-on support across front-of-house functions, including box office and

ticket sales, to meet operational needs.

- Undertake other duties consistent with the skills, competence,



and responsibilities of

the position.

This position is required to work across a seven-day roster, including evenings, weekends,
and public holidays, in line with operational requirements.

Guiding Principles

- We act as one organisation responding to the changing needs of our LGA and

community
- We are strategy led, driven by our Community Strategic Plan with clear priorities and

focus
- We are service focused & we continuously improve service provision and provide

excellent customer service
- We collaborate and work together to achieve our outcomes

- We ensure safety and well-being is at the centre of our organisation, operations and

culture
- We are a financially sustainable organisation, living within our means, ensuring best

value resource allocation

These Guidelines complement the Council’s adopted Values of: Work Together; Work
Safe Home safe; Service Excellence; Value for Money; Trust and Respect; and,
Supporting Community.

Workplace Health & Safety

Ensure compliance with all Workplace Health and Safety (WHS) legislation, Council
policies, and safe work procedures to maintain a safe environment for patrons, colleagues,
and contractors.

Identify and report hazards, incidents, and unsafe work practices, and take reasonable
care for your own health and safety and that of others. Perform duties only when
appropriately trained, instructed, and equipped, use all provided equipment and personal
protective equipment correctly, and promptly report any safety concerns, incidents, or near
misses to the appropriate supervisor or line manager which will assist the Council to meet
its legal workplace health and safety obligations.

You have the right to cease or direct cessation of unsafe work. In addition, you are required
at all times to comply with Councils Asbestos Management Plan and Policy.

COMMUNICATION

This position will interact with a diverse range of patrons attending events at the Theatre.
In all aspects of this position, it will require face-to-face communication, and patrons will
expect a high level of service that is pleasant and effective as part of their experience. The
Bar will require efficient service, particularly at peak periods in a noisy environment. Box
Office duties will require efficient, courteous and informed customer service. Ushers will




be expected to present a confident and productive demeanor to be able to quickly assist
patrons to locate their respective seats and to attend discreetly to patron needs and issues
throughout performances.

JUDGEMENT & PROBLEM SOLVING

The Theatre Services Supervisor is required to exercise sound judgement and follow
established procedures to ensure the safe, efficient, and professional delivery of front-of-
house services. The role involves responding appropriately to patron enquiries, resolving
routine issues with a customer-focused approach, and recognising when matters should
be escalated to the Front of House Supervisor.

Theatre Services Supervisor must be able to remain calm and make informed decisions
in a fast-paced environment, balancing customer service with operational and legislative
requirements. This includes complying with Responsible Service of Alcohol (RSA)
obligations, venue policies and procedures, and supporting emergency responses,
including evacuations, first aid incidents, and other situations requiring prompt and
appropriate action. Accuracy in handling transactions and the ability to adapt to varying
patron needs, including accessibility requirements, are essential to the role.

AUTHORITY

The Theatre Services Supervisor is authorised to carry out the responsibilities of the role
in accordance with established policies, procedures, and operational guidelines. Routine
decisions are made within these parameters, with more complex or non-routine matters
referred to the Front of House Supervisor.

The role is authorised to enforce Responsible Service of Alcohol (RSA) requirements and
other venue safety procedures, including refusing service where required by law or policy.
Any incidents, patron concerns, or matters outside delegated authority must be promptly
reported to the Front of House Supervisor and documented in accordance with venue
procedures.

SKILL, EXPERIENCE, QUALIFICATIONS & BEHAVIOURAL COMPETENCIES

ESSENTIAL

1. Previous experience in managing a team
2. Previous experience in Ushering at a venue, cultural facility or theatre.
3. Previous experience in Bar operations.

4. Experience in cash handling, EFTPOS and POS systems
5. Demonstrated high level customer service experience
6. Ability to relate effectively to a diversity of patrons and co-workers
7. Ability to communicate effectively in a fast-paced environment
8. Ability to work across a 7-day roster system, including evening and weekends.
9. RSA Certification

DESIRABLE

1. Experience in ticketing systems and selling tickets
2. Current First Aid certificate
3. Venue Hire experience

📌 Theatre Services Supervisor (casual)/10066) (Blue Mountains)
🏢 Blue Mountains City Council
📍 Blue Mountains