Front of House Coordinator (Part-Time)

Historic Tennessee Theatre Foundation•Knoxville, TN

14h•$0 - $20•Onsite

About The Position

The Part-Time Front of House Coordinator plays a pivotal role in orchestrating seamless events within the Historic Tennessee Theatre, a vibrant theatre and concert venue. The individual in this role ensures exceptional experiences for patrons, artists, and other stakeholders through utilizing superior customer service skills with all internal and external audiences. The Part-Time Front of House Manager supports all guests attending events, providing a consistent level of superior service that enhances their entertainment experience. The individual in this role is an ambassador of Tennessee Theatre values and is an active mentor for part-time staff. The ideal candidate will possess a demonstrated knowledge of front of house and guest experience management and a commitment to anticipating and de-escalating conflicts, managing emotionally charged situations, crowd control of over 1600 persons, and responding to and appropriately handling potential emergencies (medical, fire, security, etc.).

Requirements

Logistics: Ability to manage the Theatre’s logistical needs before, during, and after an event.
Seating: Knowledge of the Tennessee Theatre seating processes.
Outstanding Customer Service: Ability to work well with the public, responding in a courteous and cooperative way to resolve issues and customer complaints
Problem Solving: Proactive problem-solving abilities. Ability to de-escalate tense situations while maintaining patron satisfaction.
Staff Management: Ability to effectively train, schedule, and manage part-time staff.
Computer Literacy: Knowledge and technology proficiency in Microsoft Office Suite including Word, Excel, Teams, and Outlook. Ability to learn and become proficient in industry-specific software.
Good teamworking and interpersonal skills: Ability to build effective relationships with a wide range of people.
Good time management and organizational skills: Ability to multitask, prioritize and problem-solve.
Motivation: Ability to self-motivate, use own initiative, and maintain attention to detail while working under pressure and meeting strict deadlines.
Independence: Ability to work independently and to carry out assignments with minimum supervision
Accuracy: Ability to be detail-oriented and accurate
Confidentiality: Ability to identify and maintain confidential information
Communication: Ability to communicate clearly, concisely, and accurately, orally and in writing (emails and texts) with various individuals and groups.
Discernment: The ability to perceive, understand, and judge things clearly, especially those that are not obvious or straightforward.
Foresight: Effectively detects, anticipates, and addresses potentially volatile situations to de-escalate them before they intensify. Maintains composure and calm demeanor.
Communication: Interacts with all stakeholders in a positive and encouraging tone.
Attention to detail: Keen observation of crowd control and event management as well as with record keeping, time sheet processing, and incident reporting.
Assertiveness: Addresses issues with a clear and respectful tone while remaining calm.
Flexible Schedule: Ability to maintain irregular and extended working hours, including evenings, weekends and holidays, as directed by supervisor to fulfill needs of Theatre.
Standing and Walking: Ability to manage extended periods of standing and walking.
Lifting and Carrying: Ability to lift and carry equipment, signage, or other materials.
Physical Endurance: Ability to withstand long events, especially during setup, execution, and teardown. Stamina is essential to handle the demands of extended work hours. Ability to lift 50 lbs.
Mobility and Dexterity: Employee is regularly required to stand; walk, use hands and fingers to handle or feel objects, tools, or controls. Ability to enter text or data into a computer or other machine by means of a traditional keyboard.
Hearing: Ability to hear clearly in different environments, including in person, by phone, and over other sounds to understand, and distinguish speech and/or other sounds.
Vision: Clarity of vision at approximately 20 inches or less, including use of computers.
2-4 years customer service experience; preferably within a venue or theatre setting.

Responsibilities

Serve as a MANAGER ON DUTY during events including Broadway shows, comedians, rock shows, rentals, and internal Tennessee Theatre events.
Manage part-time staff and associated processes that include ushers, security, housekeeping, and bartenders.
Assist the Director of Audience Services with recruiting, training, and motivating part-time staff as well as developing resources and customer service training for all part-time staff.
On-site contact for third-party security team for escalated situations.
Resolve patron issues promptly and professionally to maintain high levels of satisfaction, including incidents and emergencies. Anticipate issues and de-escalate situations when possible.
Serve as point of contact for guest complaints, comments, and questions during events.
Provide a written account of each event to be included in end of show reports. This should include contextual information, such as seating issues, accidents, event timing, facility’s needs, and other relevant notes or recommendations.
Monitor event success and identify opportunities for efficiencies and growth, in tandem with Director of Audience Services.
Ensure cleanliness and orderliness of all public areas.
Other duties as assigned, including assisting Food & Beverage Team.