Children's Theatre Company
House Manager
Children's Theatre Company, Minneapolis, Minnesota, United States, 55400
House Manager (Front of House)Full-timeMinneapolis, MN • House Management (On-Site)REPORTS TO:
Director of Audience Services.POSITION TYPE:
On-siteCOMPENSATION:
$48,000-$56,000 (based on qualifications)BENEFITS:
Benefits eligible
SUMMARYThe Front of House Manager’s primary role is to lead the house supervisors and ushering team for the Guthrie Theater. This position develops, updates, maintains, and executes the front of house protocols and standard operating procedures for performances and events at the theater. This position ensures protocols and standard operating procedures for patron safety, comfort, and the highest level of customer service. The Front of House Manager schedules, trains, and manages performance for all front of house supervisors and ushering staff. The typical schedule is Tuesday – Saturday: Office Hours 10am – 6:30pm; Show Hours 2pm – 10:30pm. The Front of House Manager supervises at least 3 shows per week. Schedule and number of shows varies based on the dynamic schedule of the theater performances.
PRIMARY DUTIES AND RESPONSIBILITIES1. Operations ManagementPerformance/EventUnderstand and ensure clear and concise execution of all safety protocols by House Management team members during evacuation procedures, medical emergencies, active attacker, severe weather procedures, and any other emergencies that may arise during a performance.Collaborate with Stage Manager to coordinate opening and closing prior to production starting.Coordinate with Stage Managers and Box Office Supervisors for the opening and closing of the house and any seating necessary.When supervising a show, oversees theater lobbies and the theater houses prior to, during and following performances.Collaborate with Guest Services to ensure smooth lobby traffic and seating of patrons.Lead pre-show meetings with volunteers and staff regarding their roles for a performance or event.Prepare and distribute Access and end-of-show house reports.Collaborate and partner with Group Sales and the Education Department on logistics for student matinees.Address patron and usher issues for resolution as needed while adhering to the Guthrie’s policies.Partner with the Box Office Manager to ensure Specialists have information needed when reserving tickets for any special requests.Coordinate with Event Sales for any rentals requiring front of house staff for seating or entry scanning.Collaborate and coordinate with the Community Engagement department for any community happenings prior to or post performances.Collaborate and coordinate with the Accessibility Department to ensure front of house supports and is knowledgeable about the theater’s accessibility resources and programs.ManagementPlan, assign and publish schedules for House Supervisor and ushers. Maintain acceptable employee levels for each performance/event.Collaborate with Audience Services staff to ensure volunteer positions are posted in Volunteer Hub for performances and special events.Communicate relevant organizational information to all House Management staff.Identify areas of development and training for House Management staff; create and facilitate on-going training events for house management staff.Create content and facilitate staff meetings and trainings, in collaboration with the Director of Audience Services and Associate Director of Audience Services.Keep staff informed of changes in front of house policies and practices.Other duties as assigned.2. Stakeholder ManagementProvide exceptional customer service to patrons. Take every possible step to ensure that customers have a welcoming and positive experience.Model a polite and professional demeanor when interacting with patrons, donors, and colleagues.Provide guests with accurate, up-to-date information about the Guthrie’s productions, programs, and building.Share themes and feedback from staff, audience/patrons with the Director of Audience Services and other departments as needed.3. Financial ManagementEnsure staffing levels stay within identified guidelines.Manage House Management resources and equipment.4. Talent ManagementDirectly supervise the House Supervisors, Lead Ushers, and Ushers Level 1 - 3.Lead, manage, supervise, and motivate the House Management staff and volunteers.Regularly monitor attendance for usher staff and use Audience Services attendance policy protocols to coach and create improvement plans.Use the organizational check-in forms to complete monthly check-ins with direct reports.Coach and develop staff members by monitoring employee productivity and providing constructive feedback.Facilitate conflict resolution among employees; ensuring adherence to legal and organizational policies.Complete annual performance evaluations for all direct reports.Maintain and approve direct report timesheets, time off requests, and other personnel records.Collaborate in the creation of a yearly training calendar for Audience Services.Identifies volunteer positions, needs, and assignments.Develop, document, and track training for volunteers.Paid Staff Hiring & Onboarding:Oversee hiring process and collaborate with Human Resources.Process and coordinate all new hire paperwork with employees, Human Resources, and Information Technology.Develop onboarding process for direct reports.Participate in hiring process and interviews for other Audience Services roles as needed.TrainingMonitor and track employee development to ensure all staff are trained in their respective position requirements.Facilitate and track staff attendance for all trainings and organization paid meetings and activities.Ensure the onboarding materials, orientation, training, and emergency guides are current.5. Strategy ManagementFoster a work environment incorporating the Guthrie values.Audit current processes and practices to identify improvement.Support messaging and implementation of Guthrie initiatives.Participate in assigned organizational committee meetings.ESSENTIAL KNOWLEDGE AND QUALIFICATIONSDemonstrated experience in house management required.Demonstrated experience in direct supervision required.Exceptional customer service skills.Excellent interpersonal and communication skills.Excellent organizational skills.Strong analytical and problem-solving skills.Remains calm in demanding situations.Experience with and commitment to working with diverse teams.Applicants must submit a resume and cover letter to be considered for the position.ABOUT THE GUTHRIE
The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world.WHY SHOULD I APPLY?
Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole.LAND ACKNOWLEDGMENT
The Guthrie Theater acknowledges that we gather on the traditional land of the Dakota People.EQUAL OPPORTUNITY
The Guthrie is an Equal Opportunity Employer.
#J-18808-Ljbffr
Director of Audience Services.POSITION TYPE:
On-siteCOMPENSATION:
$48,000-$56,000 (based on qualifications)BENEFITS:
Benefits eligible
SUMMARYThe Front of House Manager’s primary role is to lead the house supervisors and ushering team for the Guthrie Theater. This position develops, updates, maintains, and executes the front of house protocols and standard operating procedures for performances and events at the theater. This position ensures protocols and standard operating procedures for patron safety, comfort, and the highest level of customer service. The Front of House Manager schedules, trains, and manages performance for all front of house supervisors and ushering staff. The typical schedule is Tuesday – Saturday: Office Hours 10am – 6:30pm; Show Hours 2pm – 10:30pm. The Front of House Manager supervises at least 3 shows per week. Schedule and number of shows varies based on the dynamic schedule of the theater performances.
PRIMARY DUTIES AND RESPONSIBILITIES1. Operations ManagementPerformance/EventUnderstand and ensure clear and concise execution of all safety protocols by House Management team members during evacuation procedures, medical emergencies, active attacker, severe weather procedures, and any other emergencies that may arise during a performance.Collaborate with Stage Manager to coordinate opening and closing prior to production starting.Coordinate with Stage Managers and Box Office Supervisors for the opening and closing of the house and any seating necessary.When supervising a show, oversees theater lobbies and the theater houses prior to, during and following performances.Collaborate with Guest Services to ensure smooth lobby traffic and seating of patrons.Lead pre-show meetings with volunteers and staff regarding their roles for a performance or event.Prepare and distribute Access and end-of-show house reports.Collaborate and partner with Group Sales and the Education Department on logistics for student matinees.Address patron and usher issues for resolution as needed while adhering to the Guthrie’s policies.Partner with the Box Office Manager to ensure Specialists have information needed when reserving tickets for any special requests.Coordinate with Event Sales for any rentals requiring front of house staff for seating or entry scanning.Collaborate and coordinate with the Community Engagement department for any community happenings prior to or post performances.Collaborate and coordinate with the Accessibility Department to ensure front of house supports and is knowledgeable about the theater’s accessibility resources and programs.ManagementPlan, assign and publish schedules for House Supervisor and ushers. Maintain acceptable employee levels for each performance/event.Collaborate with Audience Services staff to ensure volunteer positions are posted in Volunteer Hub for performances and special events.Communicate relevant organizational information to all House Management staff.Identify areas of development and training for House Management staff; create and facilitate on-going training events for house management staff.Create content and facilitate staff meetings and trainings, in collaboration with the Director of Audience Services and Associate Director of Audience Services.Keep staff informed of changes in front of house policies and practices.Other duties as assigned.2. Stakeholder ManagementProvide exceptional customer service to patrons. Take every possible step to ensure that customers have a welcoming and positive experience.Model a polite and professional demeanor when interacting with patrons, donors, and colleagues.Provide guests with accurate, up-to-date information about the Guthrie’s productions, programs, and building.Share themes and feedback from staff, audience/patrons with the Director of Audience Services and other departments as needed.3. Financial ManagementEnsure staffing levels stay within identified guidelines.Manage House Management resources and equipment.4. Talent ManagementDirectly supervise the House Supervisors, Lead Ushers, and Ushers Level 1 - 3.Lead, manage, supervise, and motivate the House Management staff and volunteers.Regularly monitor attendance for usher staff and use Audience Services attendance policy protocols to coach and create improvement plans.Use the organizational check-in forms to complete monthly check-ins with direct reports.Coach and develop staff members by monitoring employee productivity and providing constructive feedback.Facilitate conflict resolution among employees; ensuring adherence to legal and organizational policies.Complete annual performance evaluations for all direct reports.Maintain and approve direct report timesheets, time off requests, and other personnel records.Collaborate in the creation of a yearly training calendar for Audience Services.Identifies volunteer positions, needs, and assignments.Develop, document, and track training for volunteers.Paid Staff Hiring & Onboarding:Oversee hiring process and collaborate with Human Resources.Process and coordinate all new hire paperwork with employees, Human Resources, and Information Technology.Develop onboarding process for direct reports.Participate in hiring process and interviews for other Audience Services roles as needed.TrainingMonitor and track employee development to ensure all staff are trained in their respective position requirements.Facilitate and track staff attendance for all trainings and organization paid meetings and activities.Ensure the onboarding materials, orientation, training, and emergency guides are current.5. Strategy ManagementFoster a work environment incorporating the Guthrie values.Audit current processes and practices to identify improvement.Support messaging and implementation of Guthrie initiatives.Participate in assigned organizational committee meetings.ESSENTIAL KNOWLEDGE AND QUALIFICATIONSDemonstrated experience in house management required.Demonstrated experience in direct supervision required.Exceptional customer service skills.Excellent interpersonal and communication skills.Excellent organizational skills.Strong analytical and problem-solving skills.Remains calm in demanding situations.Experience with and commitment to working with diverse teams.Applicants must submit a resume and cover letter to be considered for the position.ABOUT THE GUTHRIE
The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world.WHY SHOULD I APPLY?
Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole.LAND ACKNOWLEDGMENT
The Guthrie Theater acknowledges that we gather on the traditional land of the Dakota People.EQUAL OPPORTUNITY
The Guthrie is an Equal Opportunity Employer.
#J-18808-Ljbffr