PETRA FAHEY
London
Summary
Detail-oriented and self-motivated professional with 10 years of experience in West End theatre operations. Skilled in time management, action planning, and delivering exceptional customer experiences. Proven ability to work collaboratively in fast-paced environments while maintaining a positive and approachable demeanour. Recognized for adaptability and continuous improvement, leveraging feedback to enhance performance and achieve organizational goals.
Overview
7
7
years of professional experience
1
1
Certification
Work history
General Manager
Wyndham's theatre, Delfont Mackintosh Theatres
London
04.2025 - Current
- Compliance and Governance: Ensure full compliance with company policies, external regulations, premises licences, and Westminster Rules of Management.
- Stakeholder Relationship Management: Build and maintain strong relationships with in-house producers, RB auditors, trainers, and visiting artists to ensure seamless operations.
- Payroll and Financial Control: Manage weekly payroll for 80 employees and exercise effective control over daily financial reconciliations.
- Settlements and Invoice Processing: Prepare and reconcile weekly settlements, including Contra and invoice processing.
- Duty Management and Audience Service: Duty-manage a minimum of three shows per week, delivering exceptional audience service and promptly addressing patron feedback and complaints.
Theatre Manager
Prince of Wales Theatre, Delfont Mackintosh Theatres
London
09.2022 - 04.2025
- Support Daily Theatre Operations: Assist the General Manager in ensuring smooth day-to-day theatre operations.
- Duty Management of Shows: Duty-manage three shows weekly, addressing audience concerns and supervising staff effectively.
- Financial Accuracy: Handle weekly settlements, Contra, and invoices accurately and on time.
- Staff Recruitment and Development: Hire, train, and motivate staff in line with HR policies.
- Safety and Incident Management: Investigate accidents and maintain safety standards across the venue.
- Stock and Efficiency Management: Manage stock checks, review discrepancies, and participate in meetings to improve operational efficiency.
House Manager
Victoria Palace Theatre, Delfont Mackintosh Theatres
London
07.2021 - 09.2022
- Team Coordination: Facilitate effective collaboration between supervisors and duty managers to lead ushers and consistently deliver exemplary front-of-house services.
- Performance Monitoring: Evaluate team performance, acknowledge accomplishments, and proactively address areas for development.
- Customer Service: Deliver exceptional customer service by anticipating guest needs and resolving concerns promptly and professionally.
- Administrative Duties: Administer weekly payroll through iTrent software and oversee staff training assignments utilizing the Hub platform.
Acting Theatre Manager
Gielgud Theatre, Delfont Mackintosh Theatres
London
05.2022 - 07.2022
- Optimized stock management to improve margin variance and minimize discrepancies.
- Led and motivated the team to deliver excellent customer service.
- Managed recruitment, training, and FOH Academies while ensuring HR compliance.
Salon Manager
Harber Hair Salon (Stratford, London)
London
09.2020 - 07.2021
- Efficient Facility Operations: Ensure smooth day-to-day operations by organising employee shifts effectively, considering peak times.
- Team Coaching and Motivation: Coach and motivate hairdressers to maintain high service standards and morale.
- Marketing and Promotions: Promote salon services, products, and discounts through social media and the salon website. Track engagement and adjust strategies for better reach.
- Inventory and Stock Management: Oversee monthly stock takes and ensure timely replenishment of supplies and equipment.
- Financial Accuracy: Process client payments accurately and maintain up-to-date financial records.
Theatre Supervisor/Duty Manager
Victoria Palace Theatre, Delfont Mackintosh Theatres
London
09.2018 - 08.2020
- Deliver Exceptional Customer Service: Lead by example and provide tailored customer service to enhance client satisfaction.
- Protect Company Image and Credibility: Safeguard the organisation’s reputation through professional conduct and high standards.
- Absence and Holiday Management: Proactively manage staff absence, sickness, and holidays to minimise disruption.
- Complaint Resolution: Resolve site complaints, problems, or difficulties within agreed time frames.
Education
MA - Theatre Arts
Academy of Performing Arts
PragueBA - Theatre Arts
Charles University
PragueA levels - Czech (A), English (A), History (B), Geography (A)
Grammar School
PragueSkills
- Result-Driven approach
- Customer relationship management
- Performance monitoring
- Staff recruitment and retention
- Leadership excellence
- HR policies implementation
- Safety regulations adherence
Certification
- Personal Licence Holder – BIIAB Level 2 Award for Personal Licence Holders (QCF)
- Qualified First Aider – RB Health and Safety Solutions Ltd
- IOSH Managing Safely for Theatre Production – RB Health and Safety Solutions Ltd
- Advanced Data Protection and GDPR – Wentworth Training and Research Ltd
- Conflict Resolution Training – Wentworth Training and Research Ltd
- Level 2 Award in Food Safety in Catering – RB Health and Safety Solutions Ltd
Languages
English
Fluent
Czech
Native
Affiliations
- Baking
- Travelling
Timeline
General Manager
Wyndham's theatre, Delfont Mackintosh Theatres
04.2025 - Current
Theatre Manager
Prince of Wales Theatre, Delfont Mackintosh Theatres
09.2022 - 04.2025
Acting Theatre Manager
Gielgud Theatre, Delfont Mackintosh Theatres
05.2022 - 07.2022
House Manager
Victoria Palace Theatre, Delfont Mackintosh Theatres
07.2021 - 09.2022
Salon Manager
Harber Hair Salon (Stratford, London)
09.2020 - 07.2021
Theatre Supervisor/Duty Manager
Victoria Palace Theatre, Delfont Mackintosh Theatres
09.2018 - 08.2020
BA - Theatre Arts
Charles University
A levels - Czech (A), English (A), History (B), Geography (A)
Grammar School
MA - Theatre Arts
Academy of Performing Arts