Director of Front of House Operations

Lyric Opera of Chicago•Chicago, IL

1d•$75,000 - $82,000•Onsite

About The Position

Lyric Opera of Chicago is seeking a Director of Front of House Operations to lead the guest experience and day-to-day front of house operations across performances, special events, and venue rentals. This role oversees a large seasonal team and serves as a key operational leader responsible for guest safety, service excellence, staffing, hospitality, concessions, and event execution. The ideal candidate is an experienced, hands-on leader who thrives in a fast-paced live performance environment, can confidently manage complex operations and emergencies, and brings a warm, service-oriented approach to both guests and staff.

Requirements

4+ years of experience in Front of House operations, theater operations, hospitality, or a related field, preferably within a large performing arts venue or theater of 2,000+ seats.
Previous experience supervising and scheduling a large seasonal or part-time workforce.
Experience managing food and beverage, concessions, hospitality, or similar guest-facing operations.
Previous administrative experience, including payroll or timecard approval, and budget management.
Experience with ADP Workforce Now, SalesVu, ticket scanning technology, or comparable systems preferred.
Experience managing concessions or food and beverage inventory.
Experience working in a union environment preferred.
Strong leadership, communication, organizational, customer service, and problem-solving skills.
Demonstrated ability to provide exceptional customer service and maintain a warm, professional demeanor in a high-volume environment.
Ability to remain calm, make sound decisions, and effectively manage competing priorities during performances and emergencies.
Ability to work independently, take initiative, and collaborate effectively with a broad range of departments and staff.
Strong attention to detail and ability to effectively delegate responsibilities and hold staff accountable.
Commitment to creating an inclusive, welcoming, and positive experience for guests and employees.

Nice To Haves

Experience with ADP Workforce Now, SalesVu, ticket scanning technology, or comparable systems preferred.
Experience working in a union environment preferred.

Responsibilities

Lead Front of House operations for performances, special events, and venue rentals, ensuring a safe, welcoming, efficient, and exceptional patron and guest experience in collaboration with various departments.
Supervise Front of House staff, including ushers, floor monitors, ticket scanners, bartenders, barbacks, and coat check attendants, and ensure consistent high standards of professionalism, hospitality, safety, and service.
Model and champion Lyric Opera of Chicago’s organizational culture and Core Values.
Respond to and resolve patron and guest concerns and service issues, coordinating with relevant departments.
Conduct regular inspections of all seven theater floors and guest-facing spaces to monitor guest safety, security, cleanliness, staff performance, facility conditions, and overall operational readiness.
Coordinate curtain times, house warning bells, and Front of House communications with the Stage Manager.
Ensure guest-facing areas are clean, sanitary, accessible, and well maintained throughout performances and events and that all guests have safely exited following performances and events.
Maintain a visible, warm, friendly, professional, and service-oriented presence throughout all patron, guest, donor, artist, employee, and stakeholder interactions.
Promote and maintain consistent guest service standards and identify opportunities to continuously enhance the overall patron and guest experience.
Conduct pre-event safety and operational inspections and promptly communicate maintenance, safety, security, or operational concerns to the Head of Security and other appropriate departments.
Enforce public safety policies and procedures in accordance with building codes, fire regulations, insurance requirements, emergency protocols, and Lyric Opera of Chicago policies.
Serve as the Front of House operational lead alongside the Head of Security during emergencies, coordinating with relevant personnel and directing patron and guest evacuations as instructed by appropriate authorities.
Direct Front of House staff and assist with patron and guest evacuations, shelter-in-place procedures, and other emergency actions in accordance with established emergency protocols and instructions from appropriate authorities.
Partner with leadership on Front of House safety and security matters and ensure staff are prepared to respond appropriately to emergencies.
Ensure Front of House employees understand and are prepared to execute their assigned responsibilities during emergencies.
Complete all safety-related correspondence and reporting, including incident and accident reports, ensuring documentation is accurate and submitted in a timely manner.
Develop and manage seasonal Front of House staffing schedules based on the performance calendar, special events, rentals, anticipated attendance, and operational needs.
Recruit, interview, train, onboard, supervise, coach, and evaluate seasonal and part-time Front of House employees, maintaining appropriate staffing levels and training records.
Establish clear performance, conduct, attendance, and guest service expectations and provide ongoing coaching and feedback to Front of House employees.
Address employee performance, conduct, and attendance concerns in partnership with the Vice President, People & Culture, including developing and administering written corrective action plans when appropriate.
Review and approve part-time and seasonal staff timecards in ADP Workforce Now and ensure accurate and timely payroll information.
Provide input and recommendations on retention, rehire eligibility, assignments, and future employment.
Foster a positive, professional, inclusive, accountable, and collaborative working environment for Front of House staff.
Identify ongoing training and development needs and partner with People & Culture and other internal and external partners to deliver appropriate training.
Provide overall operational oversight of Front of House food, beverage, and concessions operations, ensuring high standards of quality, presentation, safety, financial accountability, and guest service.
Partner with the Concessions Manager and dining/catering partners to ensure appropriate staffing, inventory, service levels, and operational readiness.
Oversee concessions inventory controls and product sales processes, ensuring appropriate procedures are followed for inventory management, reconciliation, and reporting.
Monitor guest feedback, service quality, sales activity, and operational performance and address concerns and opportunities for improvement with the appropriate managers.
Review operational, sales, and inventory reports and partner with the Concessions Manager and Finance to support effective financial and operational management.
Support the development and implementation of strategies to improve concessions revenue, operational efficiency, product offerings, and the overall guest experience.
Coordinate Front of House, food, beverage, concessions, and hospitality operations for special events, galas, venue rentals, and other non-performance activities in collaboration with the Director of Venue & Guest Services.
Coordinate Front of House staffing for rental and special events in partnership with the Director of Venue & Guest Services and provide on-site leadership and supervision of Front of House staff as needed.
Collaborate with Development, Marketing, Technical & Production, Security, Facilities, Joffrey Ballet, and other internal and external partners to ensure successful execution of performances and events.
Participate in event planning and operational meetings as appropriate to identify Front of House requirements, staffing needs, guest experience considerations, and potential operational or safety concerns.
Prepare comprehensive House Reports following performances and events, documenting operational issues, guest concerns, incidents, staffing matters, facility conditions, and other relevant information and details.
Ensure appropriate Incident and Accident Reports are completed, accurately documented, and submitted in a timely manner following incidents.
Provide operational reports, data, and information to Finance, People & Culture, and other leadership partners as needed.
Review and approve Front of House payroll and timekeeping information in ADP, ensuring accuracy and timely submission.
Assist in the creation and management of the annual budget for Front of House in collaboration with the Vice President, People & Culture and Director of Venue & Guest Services. Participate in budget planning and review meetings with Finance and monitor Front of House expenditures throughout the fiscal year.
Monitor staffing, overtime, concessions, supplies, and other operating expenses and identify opportunities for responsible cost management.
Oversee concessions inventory controls and product sales in partnership with the Concessions Manager.
Maintain appropriate Front of House operational records, procedures, schedules, reports, and documentation.
Identify, recommend, and implement opportunities to improve Front of House processes, guest service, staffing, safety, operational effectiveness, and efficiency.
Perform other related duties and responsibilities as assigned in support of Lyric Opera of Chicago's operational and guest experience objectives.