Front of House Manager - College of Creative Arts & Media

West Virginia University•West Virginia, WV

About The Position

The Front of House Manager supports the University Arts Series and activities of West Virginia University's College of Creative Arts & Media (CCAM) and its guests by providing exceptional patron service, helping ensure safe and memorable live-event experiences, and engaging the public in support of the CCAM mission. The role ensures efficient and effective front-of-house operations across CCAM venues, including house management and patron experience. This is a 10-month position with an annual contract period of August 1 through May 31. Hours vary according to the performance schedule, with some evenings and weekends required.

Requirements

Bachelor's degree in a field relevant to business administration or the arts.
At least two years of customer service, personnel management, and process management experience in a public-facing environment.
At least two years of staff supervision and mentorship experience.
At least two years of substantial training or experience in the arts.
Equivalent combinations of related education and/or experience will be considered; all qualifications must be met by the time of employment.
Excellent written and verbal communication skills.
Flexibility and ability to work in a fast-paced, high-intensity environment.
Ability to remain calm under pressure and handle intense situations with colleagues, guests, and students.
Demonstrated supervisory, leadership, and management abilities.
Ability to implement standard front-of-house and Box Office practices.
Functional knowledge of accounting, cash handling, and internal controls.
Firm grasp of the functions of a creative arts facility, particularly in an educational setting.
Demonstrated understanding of Microsoft Office.
Proficiency with specialized software platforms and ability to learn new platforms.
Ability to lift, bend, stoop, walk, reach, and stand for extended periods.
Ability to operate a motor vehicle with either an automatic or standard transmission.
Demonstrated ability to manage long-term and short-term projects.
Knowledge of basic business administration principles, practices, and methods, including strategic planning, organizational theory, and personnel principles.
Ability to make financial projections for projects and equipment.

Responsibilities

Serve as lead house manager for major events, including the University Arts Series, and ensure patron safety and overall experience.
Supervise and manage house managers, including student and part-time workers; schedule them to ensure event coverage.
Train house managers in safety, emergency procedures, customer service, usher supervision, ticket scanner use, and common troubleshooting.
Assign usher responsibilities for performances, review safety training, and ensure ushers know venue layouts.
Ensure printed or digital programs are distributed appropriately to patrons.
Identify, mentor, and develop lead ushers within the usher pool.
Manage and maintain ticket scanner inventory.
Manage patron accessibility needs.
Coordinate the volunteer ushering program, including recruiting volunteers, maintaining relationships, encouraging participation, communicating to solicit feedback and build community, and planning volunteer appreciation events within the approved budget.
Administer the class-credit student ushering program in collaboration with faculty and academic leadership; maintain the signup system, document attendance, report issues, and respond to student inquiries about events and assignments.
Manage front-of-house emergency protocols and safety procedures, including preparedness, staff and volunteer training, and incident reporting.
Serve as backup for the Box Office Manager when they are absent or as scheduling requires.
Provide regular oversight and supervision of CCAM Box Office staff as needed and support consistent patron service.
Coordinate staff rotations to meet College needs and adjust coverage for sick leave and emergency staffing issues.
Work with the Box Office Manager to provide additional oversight of Box Office staff when needed, including during the manager's absence or when multiple sites are active.