House Services Manager
City: Minneapolis, MN
Salary: $60,000 – $65,000 per year
Is this a remote / work from home position?: No, this is a site-based position
THE JOHN GORE ORGANIZATION is the leading developer, producer, distributor and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London’s West End, Japan and 47 North American markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.
At The John Gore Organization, a diverse, inclusive, and equitable workplace is one where all employees feel valued and respected and all voices are valued and heard. We are committed to fostering, cultivating and preserving a culture of equity, diversity, access and inclusion.
The House Services Manager is responsible for all aspects of the front of house operations at the Orpheum, State and Pantages Theatres in Minneapolis. This includes staffing, security, health and safety protocols, any front of house set-up and managing patron flow with events. The House Services Manager is responsible for the safety and overall patron experience as it relates to a friendly and welcoming customer service environment.
Duties and Responsibilities
-Responsible for the all front of house needs for events at the State, Orpheum and Pantages Theatres;
-Recruit, train, supervise and schedule all Front of House Ushering staff, including timely completion of performance evaluations;
-Hire, train, supervise and schedule Part Time Event Managers for all venues;
-Ensure proper orientation to organization and theatres and complete training on theatre layout, health and safety protocols and ticketing system;
-Ability to lead and develop an inclusive, productive and supportive team;
-Ensure proper number of ushers for all theatre events and ensure that all Usher staff is properly groomed and attired;
-Act as Event Manager as scheduled;
-Prepare a variety of reports upon request including those related to staff utilization, optional staffing scenarios, scheduling of ushering staff and cost containment;
-Follow up on guest complaints/concerns as they relate to ushering staff and other complaints as requested, document actions as appropriate;
-Ensure that Playbill and other publications are properly distributed to Theatre patrons at all appropriate performances; ensure that all inserts are correctly included as requested;
-Ensure that all Ushering staff receives accurate and timely information regarding performances, including seating holds, running times and known special needs of patrons;
-Prepare and distribute monthly work schedules for Ushering staff, Part-time Event Managers and Police/Security personnel on a timely basis;
-Ensure that accurate and legible billings are prepared for events and forward them to the appropriate person for purposes of settlement;
-Contracts all AD/ASL interpreters for all performances in coordination with the box office Performance Mangers and completes all Independent Contractor paperwork as required by Human Resources;
-Oversees the uniform management. Ensures that all employees have the required uniform components, maintains inventory for replacement needs and works with vendor for special uniform orders;
-Manages merchandise sales, including providing staff if needed, performing count-in/out duties, completes required paperwork and settles with the act following performances. Provides accounting with all settlement documents and cash collected.
-Works with the COO and Operations Coordinator(s) to ensure that all emergency evacuation policy and procedures are documented and that staff is properly trained on these procedures;
-Works in conjunction with the Director of Booking, Operations Coordinator(s), Concessions and Box Office management in meeting needs of various corporate and private events;
-Assists with site visits and ensure that all client needs are accommodated for a successful event;
-Performs other duties as assigned
The House Services Manager directly supervises 1-full time and up to 100 part-time employee(s). The House Services Manager carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but are not limited to:
-Interviewing, hiring, and training employees
-Planning, assigning, and directing work
-Providing recognition and feedback to employees
-Addressing complaints and resolving concerns
Qualifications or requirements
To perform the job successfully, an individual should demonstrate the following competencies:
-Establishes and maintains effective relationships
-Offers assistance and support to co-workers
-Works cooperatively in group situations
-Works closely with the box office, back of house, maintenance and management
-Able to work around unexpected changes of circumstance or workload
-Modifies a planned course of action based on new circumstances
-Changes communication style to achieve the best results
-Looks for ways to improve and promote quality
-Demonstrates accuracy and thoroughness
-Able to effectively train staff on FOH policies and procedures and customer service expectations
-Able to de-escalate situations
-Fosters team cooperation
-Understands team roles and responsibilities
-Supports group problem solving
Qualifications aka KSAOs
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-Strong management skills
-Exceptional customer service skills
-Computer proficiency; knowledge of Word, Excel and Outlook required
-Basic accounting and cash handling skills
Education and/or Experience
-Bachelor’s degree or 5 years equivalent work experience required;
-Passionate about the live entertainment industry required;
-Successful background or experience in customer service required;
-Effective communication skills, including clear and concise writing skills required;
-Highly Organized with attention to detail required;
-Experience in the theatre, music and live entertainment business preferred;
-Ability to read, analyze, and interpret show riders/details, ASL/AD contracts, and any other documents pertinent to the position.
-Ability to respond to common inquiries or complaints from customers, promoters, show personnel, staff and management.
-Ability to write training materials, event reports and compose professional emails that conform to prescribed style and format.
-Ability to effectively present information to audience members, staff, promoters, show personnel and management.
-Ability to quickly resolve night of show issues, such as a guest seating issues, using customer service and established theatre policies and producers.
-Ability to be creative with challenging show set up, such as meet and greets, merchandise or other unique requests.
-Ability to multitask with a calm and professional demeanor.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to:
-Walk, climb stairs, sit, bend and squat
-Lift and/or carry up to 25 lbs
-View items at a close and distant range
-Sit, walk and stand for extended periods of time
-Use computers for extended periods of time
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to:
-Busy fast paced event environment
-Work in crowds of people
-Daytime hours offer a private office
-Work as part of a team and independently
-Work a variety of hours, including evenings and weekends
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
We offer competitive compensation including Vacation and Holiday Pay, health & welfare benefits, and a 401(k) retirement plan.
Salary requirements and a cover letter must be included for consideration.
Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.
EQUAL EMPLOYMENT OPPORTUNITY
The John Gore Organization is an equal opportunity employer and affords equal employment opportunity to all applicants regardless of race, color, religion, gender, creed, national origin, age, disability, sexual orientation, veteran status or any other legally protected classification under local, state or federal laws.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification or position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
The John Gore Organization’s recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. The John Gore Organization may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.
How to apply
All applications must have a cover letter and salary requirements to be considered. If interested in the position, apply on the company website: https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=b66ed7b8-40cd-48f6-9190-d1113f7f0095&ccId=19000101_000001&type=JS&lang=en_US