Front of House Manager

Berkeley Repertory Theatre-posted 9 days ago
Full-time • Manager
Onsite • Berkeley, CA
51-100 employees
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The Front of House Manager is responsible for the day-to-day operations of Berkeley Rep's front of house experience across multiple venues, ensuring 180,000+ annual patrons receive exceptional, radically welcoming service from arrival through departure. This role manages all aspects of house management, hospitality operations, and concessions and retail sales during performances and special events, with a focus on creating inclusive, safe, and memorable experiences that reflect Berkeley Rep's values and commitment to operational and service excellence. The Front of House Manager leads and develops the patron-facing staff team, implements policies and procedures established in collaboration with the Director of Marketing and Audience Services and the Associate Director of Audience Services, and serves as the primary on-site leader during performances. This position requires strong operational management skills, excellent crisis resolution abilities, and a passion for creating welcoming environments for diverse communities. The Front of House Manager’s essential job duties must be conducted on Berkeley Rep campuses, in person, and can rarely be performed remotely.

  • Ensure that all audience and community members, regardless of background or circumstance, experience a warm, inclusive, and welcoming environment that reflects Berkeley Rep's commitment to a radical welcome approach.
  • Collaborate with the Director of Marketing and Audience Services and the Associate Director of Audience Services to create and execute industry-leading customer service policies and procedures.
  • Lead a customer service culture of "YES," empowering staff to resolve customer service issues and questions efficiently and effectively.
  • Take the lead in resolving customer inquiries and concerns, whether received in-person, via email, or by phone.
  • Collaborate with Box Office and Associate Director of Audience Services to identify seating issues (i.e., sightlines, accessibility).
  • Ensure accessibility protocols and ADA compliance are in place and that the front of house team is trained to support audiences with accessibility needs.
  • Oversee all front of house operations during performances, special events, and regular business hours across all theatre venues.
  • Coordinate with Box Office on ticketing issues, re-seating, and will-call matters during performances.
  • Manage lobby flow and coordinate with Stage Management and Production on performance timing, holds, seating procedures, late seating protocols, and house-to-half procedures.
  • Support opening night operations and special event logistics in collaboration with In Dialogue, Public Relations, Development, and Marketing teams.
  • Set a positive example and ensure that front-of-house staff provide excellent and inclusive customer service with accuracy and consistency in all communications.
  • Observe, document, and address performance issues and training gaps; provide timely feedback and direction to front of house staff.
  • Create a collaborative environment where team members feel supported, valued, and aligned with the Radical Welcome mission.
  • Proactively maintain open communication by holding regular check-ins and feedback sessions to ensure staff are supported and continuously improving; regularly share updates on productions, sales initiatives, and company-wide policies.
  • Organize team-building activities, celebrate successes, and recognize exceptional service to strengthen team morale and engagement.
  • Hire, train, schedule, and supervise house staff for all performances and events.
  • Work with Associate Director of Audience Services to create comprehensive training programs focused on customer service excellence, radical welcome principles, accessibility, and emergency procedures.
  • Ensure that employment policies and procedures are followed, including employee conduct, attendance, meal and rest breaks, and health and safety protocols.
  • Partner with Associate Director of Audience Services to develop and oversee a diverse, high-quality volunteer usher program.
  • Recruit, interview, onboard, and train volunteer ushers to Berkeley Rep service standards.
  • Use Volgistics to create adequate volunteer shifts for all performances.
  • Maintain volunteer communications, recognition programs, and retention initiatives.
  • Develop systems and documentation to support volunteer program operations.
  • Manage daily operations of full-service bars and concessions counters in venues to achieve revenue and profitability goals.
  • Ensure proper cash handling, point-of-sale (POS) system operation, and daily revenue reconciliation.
  • Monitor inventory levels and communicate restocking needs to Associate Director of Audience Services.
  • Maintain cleanliness, presentation standards, and health/safety compliance in all concessions areas.
  • Ensure all staff maintain current alcohol service certifications and food safety training.
  • Implement concessions strategies developed by Associate Director of Audience Services to maximize patron satisfaction and revenue.
  • Coordinate with vendors for delivery, product quality issues, and service needs.
  • Ensure that all patron spaces are well-maintained, clean, and safe before each performance or event.
  • Lead emergency response procedures during performances and events.
  • Maintain current knowledge of building evacuation procedures, ADA evacuation protocols, and emergency medical response.
  • Serve as incident commander for patron medical emergencies and building emergencies.
  • Document and report all safety incidents and patron injuries.
  • Reconcile daily front of house and concessions revenue; prepare and submit daily settlement reports.
  • Process and submit expense reports and purchase requests within established budgets.
  • Maintain accurate records of volunteer hours, staff attendance, and operational metrics.
  • Support annual audit preparation by maintaining organized financial documentation.
  • Attend regular meetings with Associate Director of Audience Services, Box Office Manager, and Marketing team.
  • Communicate performance updates, patron feedback, and operational issues to leadership.
  • Collaborate with Facilities on building maintenance needs, cleanliness standards, and physical plant issues.
  • Coordinate with Production and Stage Management on performance schedules, seating cues, cast outages and technical issues affecting patrons, and lobby/house logistics and attend Confab meetings.
  • Represent Berkeley Rep professionally at cast meet-and-greets, opening nights, and special events.
  • Maintain open communication channels with all departments to ensure a seamless patron experience.
  • Other duties as assigned.
  • Minimum of three years of relevant experience in hospitality, customer service management, or venue operations.
  • Proven experience supervising and developing teams in fast-paced, customer-facing environments.
  • Strong conflict resolution and de-escalation skills with ability to remain calm under pressure.
  • Excellent communication and interpersonal skills with high emotional intelligence and cultural competency.
  • Experience with cash handling, revenue reconciliation, and basic financial reporting.
  • Knowledge of ADA requirements and accessibility best practices.
  • Demonstrated commitment to anti-racism, diversity, equity, inclusion, access and creating welcoming spaces
  • Proficiency with Microsoft Office Suite, point-of-sale systems (preferably Cake and Tessitura), scheduling software, Slack, and Asana.
  • Ability to work flexible schedule including evenings, weekends, and holidays for all performances and special events.
  • Physical ability to stand for extended periods, climb stairs repeatedly, and lift up to 25 pounds.
  • Experience in and passion for performing arts venues, theatres, or cultural organizations.
  • Background in volunteer program management.
  • Knowledge of food/beverage service operations and California alcohol service laws (TIPS or equivalent certification).
  • Certification in CPR, First Aid, and AED operation.
  • Experience with crowd management and emergency response procedures.
  • Berkeley Rep is an equal opportunity employer and offers a full range of employee benefits including 85% employer-paid health and dental insurance, optional vision, FSA, and 403(b) plans, professional development support, paid vacation, sick leave, and holidays.
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