Front of House Manager

Scottsdale Cultural Council•Scottsdale, AZ

2d•$52,000 - $59,000

About The Position

SUMMARY: Responsible for Front of House and Volunteer Program management, overall event support, and administrative tasks related to guest care and volunteer initiatives, collaborating across departments and adapting practices to balance both internal and external guests' needs and the mission of the organization. ESSENTIAL FUNCTIONS: (Under direction of supervisor) Volunteer Program · Maintains policies and procedures; Oversees biannual training and orientation for various volunteer programs and handles all communications regarding these trainings · Tracks participation using volunteer tracking software, Volgistics. Provide technical support to all new recruits and provide training on volunteer tracking software and associated hardware. · Organize volunteer schedules and fulfill volunteer requests for Canal Convergence and any other Scottsdale Arts-related special events, to include co-promoted partnerships. Works with various departments to oversee volunteer placement at special events. · Oversees coordinating and executing volunteer recognition throughout the year, including the annual luncheon. · Oversees volunteer concierge program, which is a specialized team of volunteers that requires additional training and meetings throughout the season. To include regularly updating training materials and concierge program materials, regular communications out to the concierge group, · Evaluates volunteer programs from mission and rewards to training and scheduling. Makes recommendations regarding the volunteer process and areas of improvement. · Maintains proactive, positive, and inspirational contact with volunteers to ensure engagement in the mission. · Discussion with internal staff regarding volunteer needs and the development of corresponding volunteer position descriptions. · May oversee a part-time office assistant volunteer role or volunteer intern for up to 15 hours a week during the core season, September-May. · As requested, provides departmental support for recruitment functions, including ensuring volunteers complete appropriate documents and forms. · Identifies social, civic, corporate, and local organizations as potential partners, where appropriate, to develop and/or utilize volunteers; recruits the same. · Maintains knowledge of legislation and policies related to volunteering and ensuring current organizational practices comply with changes in the field. Participates in volunteer networking groups to stay up to date on volunteer-related trends and best practices. Front of House · Performs a variety of supervisory functions for the House Manager department, including oversight of staff, recruitment, employee relations, training, performance review, counseling, scheduling, work assignments, problem resolution, payroll, etc. Supervision is performed in accordance with organizational policies and procedures and supports a positive organizational culture. · Oversees ongoing hiring, communication with, and training of House Managers to ensure the highest standards of guest care, adherence to emergency preparedness procedures, and ADA compliance. · Maintains Front of House policies and procedures; maintains and updates handbooks · Manages event brief sheets and “show sheets” and collects information from all related departments and event management software, Event Pro. · Maintain channels of communication between Programming, Rentals, Protection Services, Box Office, Operations, and other departments to ensure the complete understanding of all event details among event staff and post-event reporting to appropriate departments. Team Support Functions · Participate in the ADA task force as a compliance expert for SCPA’s indoor venues, oversee communication of new or changing policies for Front of House staff and volunteers, and assist in organizing ADA training for front-facing staff. Maintains knowledge of legislation and policies related to ADA and helps ensure current organizational practices comply with changes in the field. · Participates in front of house/guest services networking groups to maintain awareness of customer service-related trends, and best practices, which may include conference attendance or virtual meetings Event Representation/Event Support: · As assigned by the supervisor, serve as Event Representative or provide staffing assistance for performances and special events in the VGP, Stage 2, and Scottsdale Civic Center Park or off-site – these events are largely in the evening or weekend hours. When serving in this function, duties include but are not limited to: o Pre-show walk-through of venue and atrium (where applicable) to include set up of any appropriate resources o Oversight of any pre-function meetings related to performance o Resolving onsite customer service issues/concerns/safety matters o Ensuring ADA guidelines are met for performances o Serves as the primary point of contact for staff, patrons, and event volunteers. o Food and beverage set up/support as needed o Assist in coordinating artist merchandise set-ups and any post-show artist activities, including receptions and signings Performs other duties as required

Requirements

BA degree in a related field. Additional Experience may be substituted for education.
2 – 4 years of experience in a responsible secretarial/clerical capacity or a combination of education and experience.
Strong customer service skills are required.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Proficiency with software programs like Microsoft Office, Volgistics, and Asana.
Demonstrated excellent public relations, oral and written communication, and strong organizational skills.
Demonstrated ability to be self-motivated and able to work independently and in a team environment.
Computer work (sitting is required).
Frequently required to be on their feet the majority of the day and may be exposed to outdoor weather.
The employee is required to walk, use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, crawl, and talk/hear.
Must occasionally lift and/or move up to 25 pounds.
Specific vision abilities this job requires include close vision and color vision.
Due to the work performed, must be available to work regular evenings and weekends as requested or scheduled.
Must possess a valid driver’s license and driving record, which is acceptable to the organization’s insurance carrier.
Must possess and maintain a Food Handler’s Card
Must complete Title 4 Basic Liquor Training
Must possess a current certification in CPR/First Aid

Nice To Haves

Experience in customer service training is strongly preferred.
Experience in volunteer management, event planning, and theater etiquette is strongly preferred.

Responsibilities

Maintains policies and procedures
Oversees biannual training and orientation for various volunteer programs and handles all communications regarding these trainings
Tracks participation using volunteer tracking software, Volgistics
Organize volunteer schedules and fulfill volunteer requests for Canal Convergence and any other Scottsdale Arts-related special events, to include co-promoted partnerships
Oversees coordinating and executing volunteer recognition throughout the year, including the annual luncheon
Oversees volunteer concierge program, which is a specialized team of volunteers that requires additional training and meetings throughout the season
Evaluates volunteer programs from mission and rewards to training and scheduling
Maintains proactive, positive, and inspirational contact with volunteers to ensure engagement in the mission
Discussion with internal staff regarding volunteer needs and the development of corresponding volunteer position descriptions
May oversee a part-time office assistant volunteer role or volunteer intern for up to 15 hours a week during the core season, September-May
Provides departmental support for recruitment functions, including ensuring volunteers complete appropriate documents and forms
Identifies social, civic, corporate, and local organizations as potential partners, where appropriate, to develop and/or utilize volunteers; recruits the same
Maintains knowledge of legislation and policies related to volunteering and ensuring current organizational practices comply with changes in the field
Performs a variety of supervisory functions for the House Manager department, including oversight of staff, recruitment, employee relations, training, performance review, counseling, scheduling, work assignments, problem resolution, payroll, etc
Oversees ongoing hiring, communication with, and training of House Managers to ensure the highest standards of guest care, adherence to emergency preparedness procedures, and ADA compliance
Maintains Front of House policies and procedures; maintains and updates handbooks
Manages event brief sheets and “show sheets” and collects information from all related departments and event management software, Event Pro
Maintain channels of communication between Programming, Rentals, Protection Services, Box Office, Operations, and other departments to ensure the complete understanding of all event details among event staff and post-event reporting to appropriate departments
Participate in the ADA task force as a compliance expert for SCPA’s indoor venues, oversee communication of new or changing policies for Front of House staff and volunteers, and assist in organizing ADA training for front-facing staff
As assigned by the supervisor, serve as Event Representative or provide staffing assistance for performances and special events in the VGP, Stage 2, and Scottsdale Civic Center Park or off-site