Front of House Manager

The Woodruff Arts Center•Provo, UT

19d•Onsite

About The Position

The Front of House Manager leads the Alliance Theatre’s showtime patron experience, ensuring that patrons have a welcoming, safe, and memorable experience before, during, and after performances. The role oversees part-time front of house staff and volunteer ushers and serves as the Alliance’s primary point of contact with patrons during performances. The position sits within Patron Services and partners with the Box Office, Stage Management, Alliance departments, and Woodruff Arts Center Special Events and Facilities teams. The theatre produces approximately 12 shows per season across four stages, ranging from about 100 to 650 seats. The role also supports special events, opening nights, accessibility, patron loyalty, subscription benefits, front of house operations, and emergency readiness. This is a full-time role with a schedule that varies around productions. During productions, the schedule generally includes Wednesday through Friday afternoons and evenings, Saturday and Sunday from around noon to evening, and some weekday mornings for student matinees and Theatre for the Very Young performances. Between productions, the schedule is generally Monday through Friday, 9:00 a.m. to 5:00 p.m., including preparation for upcoming shows and Box Office support. The annual salary is $45,000.

Requirements

At least three years of experience in patron services and house management.
Experience supervising staff and collaborating effectively within a large organization.
Strong background in public-facing customer service.
Outstanding customer service instincts and a genuine sense of hospitality.
Ability to manage multiple priorities calmly and efficiently, anticipate problems, and solve them with minimal supervision.
Strong self-direction and motivation, with sound judgment about priorities.
Ability to work as both a team player and team leader.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
Evening and weekend availability is essential.
Ability to stand and walk regularly, bend and stoop, and frequently use hands.
Ability to lift up to 20 pounds.

Nice To Haves

Experience in patron services and house management at a theater or performing arts venue.
Public-facing customer service experience in an arts setting.
Experience with Tessitura CRM.

Responsibilities

Serve as the Alliance’s primary point of contact with patrons during performances, welcoming guests with warmth, respect, and professionalism.
Lead on-site patron services at special events and opening nights.
Create patron loyalty-building experiences, including recognition, special amenities, surprise-and-delight touches, and events.
Partner with Patron Services and Sales to ensure subscribers receive subscription benefits, including seating priority, discounts, and access to special events.
Work with the Box Office to resolve seating issues promptly, graciously, and fairly.
Collaborate with Alliance and Woodruff Arts Center colleagues to improve accessibility for patrons of all abilities.
Train, schedule, and supervise front of house staff, contracted support staff, security staff, and volunteer ushers, in partnership with the Associate Director of Patron Experience.
Coach and motivate staff and volunteers to deliver exceptional customer service.
Manage the volunteer usher program, including its database and communications through newsletters, hotline, website, and mailings.
Oversee front of house operations to support patron comfort, safety, and security across Alliance Theatre programming.
Ensure safe and orderly seating at every performance.
Partner with maintenance, housekeeping, security, and events teams to keep patron spaces safe, clean, welcoming, and operational.
Ensure the front of house team is trained and prepared to support evacuations and security procedures in emergencies, in coordination with Woodruff Arts Center staff.
Complete a detailed House Manager Worksheet after every performance, documenting issues affecting patron or staff safety, comfort, or satisfaction, and share it with Alliance and Woodruff staff.
Between productions, prepare for upcoming shows, organize volunteers, and support the Box Office by answering calls, returning voicemails and emails, processing ticket, class, and camp requests, selling memberships, and processing donations.