House Operations Manager
The full-time House Operations Manager ensures all Shubert shows and events operate smoothly and safely, while providing a superior patron experience. The Manager appropriately schedules staff and volunteers for all shows and events, and fosters good working relationships with the box office, visiting production staff, the Concessions Manager, and other internal departments.
Duties and Responsibilities
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- Prepares and communicates pre-performance informational meeting with staff and volunteers.
- Ensures operational readiness of ticket scanners and ensures all public areas meet the Shubert’s cleaning and safety standards.
- Coordinates with Production Manager(s) to ensure the venue opens on time, programs start on time, late seating is on schedule, and intermissions stay within requested time.
- Works closely with box office personnel to troubleshoot all ticket problems and patron complaints.
- Directs and monitors lobby traffic to ensure maximum ease and comfort, both in entering and exiting our facilities.
- Ensures front-of-house volunteers and staff are providing exceptional customer service to patrons and show personnel.
- Resolves patron issues as they arise, ranging from seating issues to safety concerns.
- Reports, documents, and responds to any incidents or emergencies that occur during events, including working with security personnel on the proper and timely reporting of incidents involving patrons.
- Oversees the safe evacuation of the venue when emergencies occur.
- Prepares nightly performance reports.
- Ensures building spaces are clear and properly locked up at the conclusion of events.
- Performs other duties as assigned.
Personnel and Volunteer Management
- Recruits and onboards Floor Managers and other part-time event staff as needed; adheres to the Shubert’s Diversity, Equity, and Inclusion efforts within the hiring process.
- Schedules Floor Managers and other event staff, ensuring proper coverage for events.
- Oversees performance management and payroll for floor managers and part-time event staff.
- Manages ongoing training of floor managers, event staff, and volunteers.
- Manages the Shubert’s full volunteer base, including recruiting and onboarding a diverse volunteer community, and scheduling volunteers to ensure proper coverage for all shows, events, and any other capacity volunteers are needed.
- Serves as the point contact for current and prospective volunteers whenever inquiries arise.
- Updates and maintains volunteer files.
- Reviews and updates policies and practices and addresses volunteer/personnel issues in a timely fashion.
Knowledge, Skills and Abilities
- Exemplary customer service skills combined with persistence and patience in working with various groups of people.
- Knowledge of theatrical operations.
- Demonstrated ability to act as a diplomatic leader, foster a positive and efficient work environment, and motivate others.
- Ability to remain calm and resolve multiple challenges and/or requests in an fast-paced environment.
- Basic computer literacy.
- Excellent verbal and written communication skills.
- Working knowledge of ADA regulations.
- Ability to lift up to 50 lbs.
- The physical demands of this position require walking, sitting, stooping, reaching, and manual dexterity.
Credentials and Experience
- High School Diploma or G.E.D.; undergraduate degree preferred, or equivalent combination or education and work experience.
- Minimum 3 years’ experience in a customer-facing position.
- Previous house manager experience in a theatre or performance venue is preferred.
- Ability to communicate in Spanish is highly desirable, but not required.
- Ability to work a flexible schedule as required by theatre activity.