Associate Event Manager

Broadway Dallas • Dallas, TX

12h • $58,000 • Onsite

About The Position

Join a team of dedicated event professionals working out of the historic century-old Music Hall at Fair Park. As one of the region’s leading nonprofit arts organizations, each year Broadway Dallas presents approximately 18 weeks of touring Broadway performances and dozens of concert, spoken word, and other events at the Music Hall at Fair Park. Additionally, Broadway Dallas is proud of its growing education and community work in classrooms and throughout the community in North Texas and beyond. The Associate Event Manager at Broadway Dallas ensures extraordinary customer service for every Music Hall patron. They are a key point of contact for event attendees, supervise Front of House personnel and volunteers, and ensure that personnel meet all patron and client needs to provide an exceptional patron experience. The Associate Event Manager reports to the Senior Event Manager/Event Manager and works closely with them to oversee Front of House personnel and contracted front-of-house service operations for all events in the Music Hall at Fair Park. This individual serves as the direct supervisor for about 100 part-time paid staff and 60 volunteers (Ambassadors), and is directly responsible for all scheduling, discipline, and other managerial duties required for these crucial front-line employees. This position requires regular on-site work in and around the Music Hall at Fair Park. Familiarity with Fair Park and its surrounding neighborhoods is strongly preferred.

Requirements

• High school diploma or equivalent
• At least three years of customer service experience
• At least two years of experience leading a team of employees and/or volunteers
• Experience in one or more aspects of managing employees, including recruiting, interviewing, selecting, training, scheduling, engaging, disciplining, and evaluating performance
• A professional, positive, and courteous manner and communication in dealing with internal and external customers
• Excellent time management and multitasking skills
• Ability to prioritize and appropriately delegate tasks to event staff and volunteers
• Demonstrated attention to detail
• Demonstrated punctuality and reliability
• Demonstrated ability to follow oral and written instructions
• Fluency in Microsoft Office Suite, and shared work environments/apps (Slack, Dropbox, and/or cloud-based project management software)
• Availability to work extended nights, weekends, and occasional holidays
• Possess a mobile phone and respond to calls and text/email messages when off-duty
• Hold a valid driver’s license and have regular access to a motor vehicle or other reliable means of transportation to and from the Music Hall and off-site events/meeting locations

Nice To Haves

• AA or BA in communication, hospitality, or other related field
• One to three years of logistics/facility/production/Front of House experience in the performing arts or other live entertainment
• At least two years of experience leading a team of employees and volunteers
• Experience coordinating a volunteer program, including recruitment and scheduling
• Bilingual: Fluency in another spoken language or ASL
• Experience in Momentus, Volgistics, TM1, ABIMM, Jolt, or other similar software related to venue management and volunteer management
• First aid, CPR, and/or other health/safety training/certification
• Experience in enforcement of emergency procedures or Certified Crowd Manager Training/Certification
• Sensory Inclusive Certification
• Demonstrated appreciation of musical theatre or the performing arts in general

Responsibilities

• As assigned by the Senior Event Manager/Event Manager, serve as the designated Event/Front of House Manager-on-Duty, and be present on site at the Music Hall in the hours immediately before, during, and immediately after public and/or ticketed Music Hall events. Annually, the Music Hall books approximately 18 weeks of Broadway programming (with eight performances per week), approximately three dozen special events/concerts on nights/weekends, and occasional community events.
• Ensure Lead Drivers supervise Venue Drivers properly and uphold the organization’s customer service and safety standards.
• Ensure Lobby Lead/Head Usher and House Manager supervise Front of House Associates properly and uphold the organization’s customer service and safety standards.
• Resolve customer complaints, including when necessary, escalating complaints, incidents, and concerns to security staff and uniformed police on-site.
• Report and follow-up on customer service compliments and complaints.
• Gather and report on details from incidents and share them in a timely manner within the appropriate channels. Also ensure part-time event staff do the same.
• Perform pre-show set-up and post-show closing duties.
• Provide show documents to part-time staff and collaborate on them as needed.
• Ensure House Manager and others are documenting all post-show feedback in a timely manner via the Show Report and any other relevant forms.
• Compile all show-related reports (including but not limited to Head Usher/Lobby Lead assignment sheets, lost and found, disability services Form, EVS/maintenance call sheets) in a timely manner.
• Ensure Front of House staff provide assistance for patrons with special needs, including accommodating those with disabilities, and handle any escalations.
• Enforce safety/security and house policies/procedures and contact additional security or leadership personnel to escalate when required.
• Enforce auditorium/decorum rules and policies, as set by individual shows within acceptable industry practices.
• Observe all workplace safety laws/guidelines and immediately notify management of any safety concerns or injuries for patrons or employees alike.
• Enforce proper uniforms for staff.
• Directly supervise all Front of House Associates and Venue Drivers
• Conduct quarterly performance reviews of direct reports to identify training opportunities and assist the employee with performing to the highest standard
• Track and report on service metrics for all event staff including internal staff and Music Hall vendors.
• Handle any performance or conduct issues involving direct reports, consulting with Senior Event Manager/Event Manager and/or Human Resources as necessary
• Recruit, screen, interview, schedule, and engage part-time staff. Make hiring recommendations to the Senior Event Manager/Event Manager, who serves as the selecting official for all positions within events management
• Under the direction of the Senior Event Manager/Event Manager, execute initial and on-going training for part-time staff
• Ensure direct reports arrive promptly and provide high-quality customer service
• Ensure direct reports adhere to the Broadway Dallas Employee Handbook and other policies
• Regularly correspond with part-time event staff to celebrate successes, share information, provide reminders, and keep employees engaged
• Serve as the first point of contact for staff questions/requests
• Perform certain duties related to timesheet/payroll processing
• Manage the volunteer Ambassador program, under the general guidance of the Senior Event Manager/Event Manager
• Recruit, screen, interview, select, train, schedule, and engage 100+ Ambassadors
• Communicate effectively with Ambassadors and serve as the first point of contact for questions/requests
• Coordinate the Ambassador incentive program, including tracking Ambassador points/hours worked, serving as a liaison between Ambassadors and the Box Office, and communicating data to the Box Office and Finance as necessary
• Maintain all data and information for the Ambassador program, including a mailing list of current active volunteers and prospective volunteers
• Develop and maintain Ambassador orientation materials
• Ensure Ambassadors arrive promptly, adhere to policies, and provide high-quality customer service, and escalate any issues or concerns to the Senior Event Manager/Event Manager for resolution
• Keep the inventory of in-stock uniform items
• Work with the Senior Event Manager/Event Manager to order new items when needed
• Issue uniforms to employees and volunteers as needed
• Other duties as assigned.

Benefits

• Generous benefits package including health, dental, and vision insurance, participation in the organization retirement plan, PTO allowance, and other benefits allotted to full-time employees
• Employee Assistance Program
• Drug/Alcohol Free and Safe Workplace, and Anti-Harassment Policies
• Professional development opportunities, including training and seminars on topics such as Equity, Diversity, Inclusion, & Access (EDIA), safe space training, and other opportunities as available
• Occasional access to complimentary tickets to theatrical performances in the Music Hall and at surrounding arts organizations

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED