Front of House Manager (Patron Services)/Seasonal Employment

Chautauqua Institution • Chautauqua, NY

21d • $23

About The Position

The Seasonal Front of House Manager is a key leader in delivering Chautauqua Institution’s signature hospitality across five major venues. This role oversees all front-of-house operations; trains and schedules usher captains and usher teams; oversees distribution and maintenance of assisted listening devices; and ensures a warm, safe, and mission-aligned patron experience at every performance, lecture, worship service, and special event. With the right candidate, this position may extend beyond the core summer season to include pre-season and post-season work supporting Patron Services , including ticketing, information, and concierge-style services. This extended work supports patrons as they plan their visits, purchase tickets and passes, and navigate Chautauqua’s offerings, reinforcing continuity of service and institutional knowledge across seasons.

Responsibilities

• Schedule and supervise usher captains and seasonal usher teams.
• Provide strong, visible daily leadership with clear expectations, coaching, and accountability.
• Lead pre-event briefings and ensure staff are prepared with accurate event details.
• Foster a collaborative, welcoming culture aligned with Chautauqua’s patron experience standards.
• Oversee FOH operations at the Amphitheater, Bratton Theater, Norton Hall, Hall of Philosophy, and Roe Green Theater Center.
• Ensure consistent application of seating, accessibility, crowd flow, and entry protocols.
• Manage late seating, line management, and seating adjustments in real time.
• Ensure venues are fully prepared with signage, programs, cleanliness, and proper staffing.
• Oversee the distribution, collection, charging, and inventory tracking of assisted listening devices (ALDs) in all venues.
• Serve as the primary on-site point of contact for patron concerns, accessibility needs, and service issues.
• Model exceptional professionalism, empathy, and problem-solving in all patron interactions.
• Resolve conflicts calmly and coordinate escalations when necessary.
• Deliver FOH training on hospitality standards, ADA compliance, safety protocols, emergency procedures, and ALD use.
• Conduct regular venue readiness checks before doors open.
• Continuously assess and refine FOH workflows to improve guest experience and operational efficiency.
• Work closely with Production, Performing & Visual Arts, Religion, Ticketing, Security, and Facilities teams to support seamless event execution.
• Provide captains and ushers with timely event updates and operational adjustments.
• Communicate FOH needs, risks, and successes.
• Manage staffing levels, schedules, and time tracking across all assigned venues.
• Maintain FOH documentation, including incident reports, ALD inventory logs, and operational procedures.
• Complete end-of-season evaluations and make recommendations for future staffing and process improvements.
• Support Patron Services operations outside the Summer Assembly, including ticketing, information services, and concierge-style patron support (CI-Plus).
• Assist patrons with planning, purchases, inquiries, and problem resolution via phone, email, and in-person interactions.
• Contribute to a high-touch, service-oriented experience that aligns with Chautauqua’s CI-Plus and patron experience goals.
• Apply FOH operational knowledge to improve continuity, communication, and service quality year-round.

Benefits

• Chautauqua Institution will provide a $500 referral bonus (less taxes) for active employees referring a new candidate who is hired and remains employed for at least 90-days from the first physical date of work. In the case of seasonal positions working less than 6-months, the new candidate must remain actively employed for at least 30-days from the first physical date of work and until the closing date of the season.
• Employees will receive a traditional Chautauqua gate pass, free of cost, which provides access to many of our programs at the Amphitheater.

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed