Front of House Manager (open to work study and non-work study)

The Student Associate: Front of House Manager is responsible for the smooth operation of the house (both the lobby and audience seating area) during performances at the Department of Theatre and Dance. The Front of House Manager welcomes the public to the theatre and oversees their safety and well-being before, during and immediately after the show. They oversee the Front of House Assistants during performances, ensure clear and consistent communication with stage management in support of the house, and respond to guests, including answering questions, listening to patron’s compliments and concerns, and are charged with making audience members feel welcome. This position interfaces directly with patrons on a regular basis in a clear and positive manner. 

Essential duties and Responsibilities 

• Ensure excellent customer service from all Front of House staff and provide an excellent patron experience for all guests. Assists in resolving patron issues or concerns.
• Oversees the safety of guests; provides leadership in emergency situations in communication with production.
• Work with Audience Services Coordinator to train and supervise ushers.
• Coordinates performance timelines with stage management, including preshow, curtain speeches, intermission and any post-show discussions. Charged with ensuring all staff are in place for all performances. Coordinates preshow meeting with stage management. 
• Maintains ticket-scanning equipment, hearing impaired devices and walkie-talkies for communicating with stage management. Additionally oversees printed program distribution and signage, ensuring all materials are secured at the end of the night.
• Maintains the appearance of the lobby and all public areas; communicates with Audience Services Coordinator or Maintenance Services as necessary to ensure a clean and orderly space.
• Completes and distributes house reports for each performance, clearly documenting any issues, compliments, concerns, issues and house capacity.
• Front of House Managers should also have an understanding of ticket policies and procedures to relay to customers, collect complete and accurate data from patrons and provide feedback regarding customer experience. Front of House Managers may also be asked to assist with walkup sales and will call if necessary.
• Other duties as required.

Work Hours

Work hours include weekly shifts that may include days, nights and weekends as assigned. Hours will vary on a weekly basis based on performance schedule. Support of mainstage season performances will coincide with scheduled public performances: October 6-16; October 20-29; November 9-13; February 15-26; March 1-3 and April 3-7. Other support for performances will be as assigned. 

Qualifications  

• Attention to detail.
• Customer service experience, preferably in the ticketing, entertainment, arts or hospitality industries.
• Strong written and verbal skills.
• Understanding of software programs including point of sale systems and Microsoft Word, Excel and Outlook. Experience with ticketing systems, especially Thundertix, is a plus.
• Highly motivated self-starter, a hard worker with a high energy level with a willingness to work hands-on in assisting customers and staff.
• Knowledge of basic cash handling procedures and fiscal responsibility, including PCI compliance.
• Ability to initiate and build relationships with customers and interact via telephone and in person with customers.
• Possess high standards of integrity, credibility and reliability. Ability to maintain a high level of poise and professionalism in all circumstances.
• Works well independently and in a group setting; a true team player.
• Ability to work a flexible schedule including days, evenings and weekends.
• Passion for and/or experience in the performing arts.

Performance Competencies  

To perform the job successfully, an individual should demonstrate the following competencies:  

Leadership – Consistently accomplishes the expected objectives and takes on extra tasks or projects as necessary. Maintains a positive, achievement-oriented attitude and influences others to do the same. Ability to work as both a leader and as a member of a team.

Initiative – Level of interest in role development, degree of motivation, and willingness to improve performance and increase job knowledge. Proactive when approaching tasks. Uses unique approaches and inventiveness. Seeks new alternatives and ideas. Takes appropriate action, and is efficient, resourceful, and creative in attaining position objectives. Ability to be self-directed. 

Judgment – Uses discretion in making decisions within the scope of their job. Refers decisions beyond this scope to supervisor. Discretion in handling confidential material. Ability to make decisions with organizational goals in mind. 

Communication Skills – Includes the ability to express ideas effectively whether face-to-face or in writing in both individual and group situations. Communicates in a clear, timely manner with an understanding of tone when required. Interaction with internal and external customers. Requires putting yourself in the customer’s place, anticipating and meeting needs quickly and accurately. It also means following up and monitoring situation to be sure the customer is satisfied.  

Management of Resources – Ability to use time, money, technology and staff as efficiently and effectively as possible. Makes suggestions to improve the resources that pertain to incumbent job responsibilities. Ability to schedule workload, set priorities and manage time in order to complete assignments and fulfill responsibilities. 

Teamwork – Ability to interact and develop relationships with co-workers, give and receive constructive input, contribute ideas and viewpoints, adapt to changing circumstances and expectations and commitment to understand and remedy interpersonal conflicts.  

Professionalism - Individual’s ability to demonstrate the specific skills necessary to the position using procedures, tools and equipment necessary to accomplish work. Demonstrates commitment, dedication, cooperation, positive behavior, adaptability, and flexibility with changes in jobs and duties. Being able to anticipate change and bring about changes when they are needed with proper professionalism. Staff are also expected to have an understanding of the Department of Theatre and Dance and the role Front of House support plays in the success of the organization.