Door Manager (Front of House)

Pittsburgh Cultural Trust•Pittsburgh, PA

13d

About The Position

Door Managers assist patrons with venue entry, traffic flow, distribution of program materials, and seating at performances held at Pittsburgh Cultural Trust facilities. They help patrons using wheelchairs enter the building and, when needed, reach their seats or other locations during walk-in, intermission, and walk-out. The role works cooperatively with House Managers, Floor Managers, and other event personnel to support guest safety, comfort, and enjoyment. Scheduling is handled by the Manager of Volunteer Services & Front of House Guest Experience. This part-time role rotates among staff, with no guarantee of a particular number of events. Hours are based on Trust needs and include some daytime, evening, and weekend event work. Door Managers arrive at least 2 hours and 15 minutes before the announced show time for preparation, unless otherwise specified, and attend a pre-performance meeting with Front of House staff. They handle patron concerns about tickets, seating, and house policies professionally, understand venue emergency procedures, and support crowd control and accessible guest needs. The position exercises limited discretion on customer-service matters under the supervision of the House Manager. It has no supervisory, budgetary, strategic, reporting, or travel responsibilities.

Requirements

Prior experience in a fast-paced, customer-focused environment.
Excellent communication skills and outstanding customer service instincts.
Ability to solve problems creatively and sensitively in a fluid, fast-paced environment.
Ability to maintain professionalism, respect, and empathy when engaging with a wide range of stakeholders and guests.
Ability to embody and model the Trust’s purpose, mission, vision, and values.
Ability to walk and/or stand for extended periods and frequently climb stairs.
Ability to work outside performance venues for extended periods, including in cold, hot, or inclement weather.
Ability to occasionally lift 20–30 lbs and push patrons in wheelchairs to their seats.

Nice To Haves

Experience assisting patrons with accessibility and/or mobility needs.
Knowledge of first aid and CPR/AED.

Responsibilities

Assist patrons with venue entry, traffic flow, program materials, and seating.
Assist patrons using wheelchairs with entry into the building and, when needed, movement to seats or other locations during walk-in, intermission, and walk-out.
Arrive at least 2 hours and 15 minutes before the announced show time for pre-show preparations unless otherwise specified.
Attend pre-performance meetings with Front of House staff to receive information about running times, late seating policies, and other show-related matters.
Communicate feedback, concerns, questions, issues, and suggestions to the Volunteer Services and Front of House Guest Experience Department.
Understand emergency procedures at each venue.
Handle patron issues involving ticketing, seating, and house policies with discretion and professionalism, and report them to the House Manager or Director of Volunteer Services & Front of House Guest Experience.
Assist with crowd control, especially during back-to-back performances.
Maintain a professional image and generate positive public relations.
Work the minimum number of shifts per month as determined by the performance calendar.
Demonstrate commitment to diversity, equity, accessibility, and inclusion through continuous development, inclusive behavior, and proactive bias management.
Perform other responsibilities as assigned.