Front of House Supervisor

                                                                      STEPPENWOLF THEATRE COMPANY

For over 40 years, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the world. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, stage managers and playwrights. Steppenwolf’s artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration, and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate, together, our complex world.

Steppenwolf Theatre Company is seeking a motivated and highly collaborative individual to join our Audience Services team as a Front of House Supervisor. The ideal candidate will possess a passion for excellent customer service, strong communication skills, sound independent judgment, and a demonstrated capacity for leadership. As the lead house manager, this role requires a high level of emotional intelligence, personal accountability, and a commitment to continuous professional growth for themselves and their team. This role presents an excellent opportunity for an individual to contribute meaningfully to the success of our front-of-house operations and overall guest experience for all patrons.

Staff Supervision

• The Front of House Supervisor sets the tone and priorities for a team of part-time associates, with a focus on delivering exceptional guest service and creating a welcoming, positive experience for all theatregoers.
• This role is responsible for hiring, training, and evaluating 15+ part-time Audience Services Front of House Associates, and 2 part-time House Managers, all of whom are covered under the IATSE 750 Collective Bargaining Agreement. This includes:
  • Understanding, interpreting, and implementing policies set within the CBA.
  • Managing and delegating the balance of duties and responsibilities of the Front-of-House team.
  • Representing Steppenwolf in all interactions with unionized staff.
  • Keeping detailed documentation on the Associates performance and handling all disciplinary conversations with support from the Associate Director of Audience Services.
• Take the lead in reviewing, updating, and maintaining front-of-house documentation and policies in collaboration with the Associate Director of Audience Services, ensuring they actively reflect and support Steppenwolf’s mission and values.
• Regularly sends communications to the Front of House team sharing departmental and companywide updates and plans
• Gathers shift availability for all Front of House Associates and creates the monthly scheduling for all programming streams and special events
• Partners with Associate Director of Audience Services to project staffing needs for budgetary projections and assist with creating a hiring plan

House Management & Public Performance Preparedness

• Regularly house manages at least three performances per week, including student matinees when applicable.
• This position also requires availability for one dedicated Team Support shift per week. This shift is dedicated to real-time staff coaching, monitoring of front-of-house operations, and providing space for one-on-one conversations with part-time team members, including the House Manager on duty. This shift ensures ongoing staff development, operational consistency, and proactive supervision during public hours.
• Oversee the lobbies and houses of the Downstairs Theater (500 seats), The Ensemble Theater (400 seats) and/or 1700 Theatre (88 seats).
• Appropriately triaging conflict when necessary
• Facilitating access for patrons with assistive needs, from navigating the theater to obtaining the appropriate assistive devices.
• Is the go-to manager for any issues that may arise among front-of-house staff or patrons, enacting swift and creative problem solving with issues spanning from interpersonal, seating, technical difficulties, or emergency situations due to health or injury
• Keeps track of and communicates pre-show timeline, house count, box office ticket pick-ups, and patrons with accessibility needs to the staff. As well as composes nightly house reports to convey any notable conflicts/situations to leadership, how they were solved, and offers suggestions to adjust for future performances.
• Orients and trains 6-8 volunteer ushers per performance, including how to use ticket scanners. If problems arise with the technology, they oversee solving it, or pivoting to a different method of ticket verification.
• They are the liaison with the stage manager for getting both acts called up, as well as any issues that may arise that could alter the timeline of the show.
• Manages lobby signage for all performances in all 3 theater spaces.
• Manages and coordinates distribution of programs and any program inserts.

Volunteer Usher Coordinator

• Manages and coordinates Steppenwolf volunteer usher program, ensuring all programming has the assistance necessary to function properly. This includes 6-8 volunteers for every mainstage performance, 1-2 volunteers for every 1700 performance, 1-2 volunteers for all morning student matinee performances, and volunteers as needed for special event or visiting artist.
• Liaise with the Saints Coordinator to schedule Saints volunteers for all necessary performances. Collaborate on establishing and maintaining a communication process that allows for consistent, and constructive feedback regarding usher performance and attendance.

Administrative and Other Duties as Assigned

• Oversee the maintenance, cleanliness, and upkeep of the Front of House office, Coat Check, Merch Shop and break room.
• Manages Front of House office supply orders.
• Prints all schedules and events forms for weekly productions.
• Covers shifts for Associates and House Managers as needed to cover performances.
• Assists Associate Director of Audience Services with tasks as needed

The ideal candidate will have:

• 2+ years of front of house experience required, preferably in a live performance setting
• 1+ years of supervisory experience required, preferably supervising those under a union collective bargaining agreement.
• 1+ years of volunteer coordination experience
• Demonstrated commitment to creating a safe and accessible environment for staff and patrons
• Very strong customer service skills
• Superior written and verbal communication skills, with an emphasis in organizational skills and attention to detail
• Evening and weekend availability
• Proficiency in Microsoft Office suite and Google suite
• Ability to lift 50lbs.

Compensation:

Salary range: $41,155 – $44,749 with excellent benefit package for full time employees, including medical, dental, vision, life, and short and long-term disability insurance, critical illness, hospital indemnity, Ventra transit benefit program, employee assistance program and 401(k) matching retirement program. In addition, we offer a generous paid time off package that includes vacation pay, personal days, sick pay, 12 paid holidays and two cultural observance days of your choosing.

About Steppenwolf:

Now celebrating its 50th Anniversary Season, Steppenwolf Theatre Company has been a cultural leader in Chicago and model for theatre companies in the United States and around the world. Formed by a collective of actors in 1976, the ensemble represents a remarkable cross-section of actors, directors, playwrights and stage managers. Steppenwolf’s artistic ambitions are made possible by its incredible workforce of individuals, who help create a culture of inclusivity, collaboration and accountability. To that end, we attempt to use an anti-oppressive and anti-racist lens in our roles and everyday decision-making. Join us in this ongoing process, as we navigate, together, our complex world.

Steppenwolf’s Mission:  

Steppenwolf strives to create thrilling, courageous and provocative art in a thoughtful and inclusive environment. We succeed when we disrupt your routine with experiences that spark curiosity, empathy and joy. We invite you to join our ensemble as we navigate, together, our complex world. steppenwolf.org, facebook.com/steppenwolftheatre, twitter.com/steppenwolfthtr and instagram.com/steppenwolfthtr