Floor Manager - Front of House

Pittsburgh Cultural Trust•Pittsburgh, PA

About The Position

The Floor Manager supervises and oversees volunteer ushers during performances at various Pittsburgh Cultural Trust venues. Scheduled by the Manager of Volunteer Services & Front of House Guest Experience, this part-time role requires at least five or six hours of work per event and is rotated among part-time staff, with no annual guarantee of the number of events. Hours depend on the Trust’s needs and include evenings and weekends for events at Trust facilities. Working cooperatively with theater management and event personnel, the Floor Manager helps ensure guest safety, comfort, and enjoyment. The position coordinates Front of House efforts, anticipates guest needs, and addresses issues during performances. It works under the supervision of the House Manager and exercises discretion in handling customer service matters. The role has significant indirect supervision of volunteers but does not directly supervise full- or part-time employees, hold budget or strategic responsibility, or have reporting requirements. No travel is required.

Requirements

Excellent communication skills and outstanding customer service instincts.
Ability to manage and motivate large groups of people.
Creativity and sensitivity in solving problems in a fluid, fast-paced environment.
Ability to maintain professionalism, respect, and empathy when working with a wide range of stakeholders and guests.
Comfort using technologies for venue and guest security, including radios and ticket scanners.
Ability to walk or stand for extended periods and frequently climb stairs.
Ability to occasionally lift 20–30 pounds.

Nice To Haves

Prior experience in a fast-paced, customer-focused environment.
Theater experience.
Experience scheduling and managing teams, including volunteer or part-time workforces.
Knowledge of first aid and CPR/AED.

Responsibilities

Arrive at least two hours before announced show time to prepare for the performance.
Meet with volunteers before each performance to communicate running times, late seating policies, and other show-related information.
Coordinate ushers in the assigned area and monitor their performance.
Understand and educate volunteers about each venue’s emergency procedures.
Handle patron issues involving ticketing, seating, and house policies with discretion and professionalism, escalating issues when appropriate to the House Manager, Manager of Volunteer Services & Front of House Guest Experience, or Director of Volunteer Services & Front of House Guest Experience.
Assist patrons who use wheelchairs and others with mobility challenges.
Assist with crowd control, especially during back-to-back performances.
Maintain a professional image and generate positive public relations.
Demonstrate commitment to diversity, equity, accessibility, and inclusion through ongoing development, inclusive behavior, and proactive bias management.
Perform other responsibilities as assigned.