Front of House Manager

The Front of House Manager is responsible for managing all Front of House operations and the Historic Landmark Tour operations.  This role will ensure a high caliber guest experience for all Theatre guests, will address, document, and resolve all guest concerns and emergency situations, and will manage, mentor, and support the Front of House team.

DUTY AND RESPONSIBILITIES

·       Deliver the highest caliber of guest services during all events and functions within the Theatre

·       Be present for all Theatre events to ensure proper event prep, consistent staff performance, and efficient guest service orientated operations

·       Responsible for a safe and efficient in-gress and e-gress

·       Coordinate start of show, intermissions, and other necessary event requirements with the Production Team

·       Schedule, train, and manage Front of House staff, including Assistant Managers, Ushers, Tour Guides, and Volunteers

·       Manage, update, and expand Historic Tour program to ensure a revenue generating operation

·       Respond to escalated emergencies or guest related issues/concerns in a timely manner

·       Handle all ADA requests and accommodations

·       Collaborate with the AGM, Box Office Manager, Security team, Food & Beverage Manager and Production team on a consistent basis

·       Handle all event related documentation i.e. Incident, emergency, employee, security, and house flash reports

·       Provide pertinent event information to staff for events and functions during pre-event meetings and/or electronically

·       Implement new creative concepts in operations, policies and procedures

·       Plan, manage and staff all pre and post VIP functions

·       Scout staff to ensure appropriate staffing pool

·       Participate in client walk-throughs, provide recommendations for best operations, and assist in creating event budgets

·       Facilitate accurate payroll processing for staff and timely resolution of related issues

·       Work with Assistant General Manager regarding employee matters and resolutions

·       Assist in Managing Department operating budget

·       Maintain and develop relationships with local tourism organizations, hotels, and other related companies

·       Maintain all Front of House operation manuals and SOPs

·       Conduct drills for staff under the emergency response plan

·       Maintain FOH Supply Inventories and Equipment (ticket scanners, radios, uniforms, etc)

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

·       Knowledge and 8+ years of experience with front of house operations and practices within a large Theatre environment

·       Solid working knowledge of AXS and Ticketmaster ticketing software

·       Supervision and management of large diverse staff

·       Available to work a flexible schedule, including evenings, weekends, and Holiday hours

·       Excellent verbal and written communication skills

·       Solid organizational skills

·       Highly computer literate

·       Independent problem solving and multitasking skills in a fast-paced, high energy, artistic environment

·       Strong spirit of optimism and collaboration.

·       Active commitment to Inclusion, Diversity, Equity, and Accessibility (IDEA)