The Woodruff Arts Center
Front of House Manager
The Woodruff Arts Center, Atlanta, Georgia, United States, 30383
Woodruff Arts Center employees play an integral role in creating and supporting great art and education initiatives at the nation's third largest arts center. Comprised of three Art Partners-Alliance Theatre, Atlanta Symphony Orchestra and High Museum of Art-there's a role for everyone at The Woodruff.
Reports to:ManagerFLSA:United States of America (Non-Exempt)Employment Status :Regular/Full timeEQUITY, DIVERSITY, & INCLUSION:
The Alliance Theatre is committed to equity, diversity, and inclusion in all areas of our work, including play selection, casting, marketing and public relations efforts, education programs, recruitment of staff and volunteers, and the composition of the Board of Directors.
The Alliance Theatre is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, class, religion, country of origin, political belief, (dis)ability, age, gender identity, sexual orientation, protected veteran status, or any factor protected by law.
Members of underrepresented groups are encouraged to apply.
ABOUT THE ALLIANCE THEATRE:
The Tony Award® winning Alliance Theatre is the leading producing theater in the Southeast, reaching more than 165,000 patrons annually. Over 116 productions have premiered at the Alliance Theatre, including nine that went on to Broadway. The theater also just celebrated the completion of a $34 million, state-of-the-art renovation to its main performance space, The Coca-Cola Stage.
Off the stage, the Alliance Theatre is dedicated to education and community engagement. Through performances, classes, camps, in-school initiatives, online programs, and more, the Alliance Theatre reaches over 90,000 students and community members annually.
The Alliance Theatre's mission is to expand hearts and minds on stage and off through the power of storytelling. The mantra "Your Story. Your Stage." represents the theater's commitment to telling diverse stories on a stage dedicated to the Atlanta community.
POSTION DESCRIPTION:The Front of House Manager is a member of the Marketing Department reporting to the Patron Services Manager and works with the Alliance Theatre Box Office, Stage Management, all Alliance Theatre departments, Woodruff Arts Center (WCS), Special Events, and Woodruff Facilities in the organization and execution of all front-of-the-house duties of the Theatre. The Front of House Manager leads the Alliance Theatre's showtime patron-facing initiatives, ensuring best-in-class patron experiences at every touch point before, during, and after a performance. The Front of House Manager oversees part-time front of house staff, volunteer ushers and volunteers to create exceptional experiences for Alliance Theatre patrons. The Front of House Manager must be extremely organized and cool under pressure. The Alliance Theatre produces approximately 12 shows annually, including shows on the 650-seat Coca-Cola Stage, the 200-seat Hertz Stage, the 350-seat Rich Theatre, and the 100-seat Selig Family Black Box Theatre.
Work Schedule:
Full-Time. Must be able to work nights and weekends with some hours available during regular business hours for planning and meetings. Typical schedule when the Alliance is running productions - Wed - Friday, approximately 2:00 p.m. - 10:00 p.m with breaks; Sat - Sun, approximately noon - 10:00 p.m. with breaks (subject to change based on the schedule of the production); and some weekly morning work for Theatre for the Very Young productions between 9:00 a.m. - 3:00 p.m. A typical schedule when the Alliance is not running productions, Mon - Friday, 9:00 a.m. - 5:00 p.m. which will be spent in the office for show prep (organizing volunteers, etc.) or in the box office, contributing to customer service needs, which include answering the phone, returning voicemails, returning emails, processing tickets, classes, and camps requests, selling memberships, and processing donations.
Responsibilities:Serve as the primary point of contact between the Alliance Theatre and its many and diverse patrons during show call.Lead on-site patron services at Alliance special events as needed, including attending opening night performances, to ensure patrons are welcomed and recognized.Train and supervise the front of house team (Part Time House Managers, additional paid support staff like ShowPros, and the volunteer ushers) to ensure that Front of House staff consistently deliver the highest level of customer service.Collaborate with the Alliance Patron Services and Sales team to ensure that season ticket subscribers receive the full benefits of their subscription, including seating priority, discounts and access to special events.Liaise with the Woodruff Arts Center staff (maintenance, housekeeping, security, events) on behalf of Alliance Theatre patrons to ensure that patron spaces are safe, inviting, clean and operational.Implement strategies that cultivate patron loyalty, including patron recognition, "surprise and delight" opportunities, special amenities, and events.Work closely with Woodruff Arts Center staff, ensuring that Front of House team is properly trained and able to assist with evacuations and security measures in the event of an emergency.Welcome all patrons to the Alliance Theatre as valued guests, demonstrating respect, hospitality, and professionalism in all interactions.Supervise Front of House operations, ensuring the comfort, safety and security of patrons for all Alliance Theatre programmingEnsure the safe and orderly seating of patrons, including through training and motivating volunteer ushers.Enforce safety policies of the theater, including enforcing COVID-19 safety policies for front of house staff, volunteers, and patrons.Work closely with the theater's COVID Coordinator and senior leadership team on the evolving audience-facing COVID-19 safety policies and the implementation of those policies.Communicate with Stage Management team as required to ensure timely seating and clearing of the house.Work with the Patron Services Manager to Manage and schedule the Front of House Staff.Coordinate with the Box Office staff to resolve seating discrepancies in a professional and pleasant manner.Write detailed written reports after every performance using the Alliance Theatre's House Manager Worksheetincluding information on any issues or concerns that affect patron or staff safety, comfort and satisfaction - and circulate to Woodruff and Alliance staff.Maintain the volunteer usher database and communicate with usher corps in a timely fashion, including email newsletter, regular maintenance of phone hotline website, email, and postal mailings. Coordinate with Alliance Theatre and Woodruff staff to improve accessibility for patrons of all abilities.QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.
Education and Experience:
Minimum three years of related experience in patron services and house management, preferably for a theater or performing arts venue.Experience managing staff and collaborating successfully in a large organization.Outward-facing customer service experience, preferably in an arts environment.Skills and Abilities:
Strong customer service skills.Ability to balance many responsibilities in a calm and efficient manner, and to anticipate and solve problems with minimal supervision.High level of self-direction, self-motivation, and ability to set priorities.Works effectively as both a team player and team leader.Excellent written and verbal communications skills.Knowledge of basic office machines.Computer skills essential to this position: MS Office, including Word, Excel, Outlook, and PowerPoint.Experience with Tessitura CRM is preferred.Physical Demands/Work Environment:
The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Necessary accommodations will be made to enable individuals with disabilities to perform the essential functions.Some standing, walking, bending, frequent use of hands, stooping and light lifting (at least 20 pounds) is needed.The noise level in the work environment is usually moderate.
Reports to:ManagerFLSA:United States of America (Non-Exempt)Employment Status :Regular/Full timeEQUITY, DIVERSITY, & INCLUSION:
The Alliance Theatre is committed to equity, diversity, and inclusion in all areas of our work, including play selection, casting, marketing and public relations efforts, education programs, recruitment of staff and volunteers, and the composition of the Board of Directors.
The Alliance Theatre is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, class, religion, country of origin, political belief, (dis)ability, age, gender identity, sexual orientation, protected veteran status, or any factor protected by law.
Members of underrepresented groups are encouraged to apply.
ABOUT THE ALLIANCE THEATRE:
The Tony Award® winning Alliance Theatre is the leading producing theater in the Southeast, reaching more than 165,000 patrons annually. Over 116 productions have premiered at the Alliance Theatre, including nine that went on to Broadway. The theater also just celebrated the completion of a $34 million, state-of-the-art renovation to its main performance space, The Coca-Cola Stage.
Off the stage, the Alliance Theatre is dedicated to education and community engagement. Through performances, classes, camps, in-school initiatives, online programs, and more, the Alliance Theatre reaches over 90,000 students and community members annually.
The Alliance Theatre's mission is to expand hearts and minds on stage and off through the power of storytelling. The mantra "Your Story. Your Stage." represents the theater's commitment to telling diverse stories on a stage dedicated to the Atlanta community.
POSTION DESCRIPTION:The Front of House Manager is a member of the Marketing Department reporting to the Patron Services Manager and works with the Alliance Theatre Box Office, Stage Management, all Alliance Theatre departments, Woodruff Arts Center (WCS), Special Events, and Woodruff Facilities in the organization and execution of all front-of-the-house duties of the Theatre. The Front of House Manager leads the Alliance Theatre's showtime patron-facing initiatives, ensuring best-in-class patron experiences at every touch point before, during, and after a performance. The Front of House Manager oversees part-time front of house staff, volunteer ushers and volunteers to create exceptional experiences for Alliance Theatre patrons. The Front of House Manager must be extremely organized and cool under pressure. The Alliance Theatre produces approximately 12 shows annually, including shows on the 650-seat Coca-Cola Stage, the 200-seat Hertz Stage, the 350-seat Rich Theatre, and the 100-seat Selig Family Black Box Theatre.
Work Schedule:
Full-Time. Must be able to work nights and weekends with some hours available during regular business hours for planning and meetings. Typical schedule when the Alliance is running productions - Wed - Friday, approximately 2:00 p.m. - 10:00 p.m with breaks; Sat - Sun, approximately noon - 10:00 p.m. with breaks (subject to change based on the schedule of the production); and some weekly morning work for Theatre for the Very Young productions between 9:00 a.m. - 3:00 p.m. A typical schedule when the Alliance is not running productions, Mon - Friday, 9:00 a.m. - 5:00 p.m. which will be spent in the office for show prep (organizing volunteers, etc.) or in the box office, contributing to customer service needs, which include answering the phone, returning voicemails, returning emails, processing tickets, classes, and camps requests, selling memberships, and processing donations.
Responsibilities:Serve as the primary point of contact between the Alliance Theatre and its many and diverse patrons during show call.Lead on-site patron services at Alliance special events as needed, including attending opening night performances, to ensure patrons are welcomed and recognized.Train and supervise the front of house team (Part Time House Managers, additional paid support staff like ShowPros, and the volunteer ushers) to ensure that Front of House staff consistently deliver the highest level of customer service.Collaborate with the Alliance Patron Services and Sales team to ensure that season ticket subscribers receive the full benefits of their subscription, including seating priority, discounts and access to special events.Liaise with the Woodruff Arts Center staff (maintenance, housekeeping, security, events) on behalf of Alliance Theatre patrons to ensure that patron spaces are safe, inviting, clean and operational.Implement strategies that cultivate patron loyalty, including patron recognition, "surprise and delight" opportunities, special amenities, and events.Work closely with Woodruff Arts Center staff, ensuring that Front of House team is properly trained and able to assist with evacuations and security measures in the event of an emergency.Welcome all patrons to the Alliance Theatre as valued guests, demonstrating respect, hospitality, and professionalism in all interactions.Supervise Front of House operations, ensuring the comfort, safety and security of patrons for all Alliance Theatre programmingEnsure the safe and orderly seating of patrons, including through training and motivating volunteer ushers.Enforce safety policies of the theater, including enforcing COVID-19 safety policies for front of house staff, volunteers, and patrons.Work closely with the theater's COVID Coordinator and senior leadership team on the evolving audience-facing COVID-19 safety policies and the implementation of those policies.Communicate with Stage Management team as required to ensure timely seating and clearing of the house.Work with the Patron Services Manager to Manage and schedule the Front of House Staff.Coordinate with the Box Office staff to resolve seating discrepancies in a professional and pleasant manner.Write detailed written reports after every performance using the Alliance Theatre's House Manager Worksheetincluding information on any issues or concerns that affect patron or staff safety, comfort and satisfaction - and circulate to Woodruff and Alliance staff.Maintain the volunteer usher database and communicate with usher corps in a timely fashion, including email newsletter, regular maintenance of phone hotline website, email, and postal mailings. Coordinate with Alliance Theatre and Woodruff staff to improve accessibility for patrons of all abilities.QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.
Education and Experience:
Minimum three years of related experience in patron services and house management, preferably for a theater or performing arts venue.Experience managing staff and collaborating successfully in a large organization.Outward-facing customer service experience, preferably in an arts environment.Skills and Abilities:
Strong customer service skills.Ability to balance many responsibilities in a calm and efficient manner, and to anticipate and solve problems with minimal supervision.High level of self-direction, self-motivation, and ability to set priorities.Works effectively as both a team player and team leader.Excellent written and verbal communications skills.Knowledge of basic office machines.Computer skills essential to this position: MS Office, including Word, Excel, Outlook, and PowerPoint.Experience with Tessitura CRM is preferred.Physical Demands/Work Environment:
The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Necessary accommodations will be made to enable individuals with disabilities to perform the essential functions.Some standing, walking, bending, frequent use of hands, stooping and light lifting (at least 20 pounds) is needed.The noise level in the work environment is usually moderate.