Front of House Operations Manager

Omaha Performing Arts Society•Omaha, NE

About The Position

The Front of House (FOH) Operations Manager oversees day-to-day FOH operations including part-time House Managers and Volunteer Floor Captains, ensures event readiness, oversees cash to card handling, and coordinates accessibility patron service operations, and upholds highest levels of FOH customer service consistency and standards. Team Leadership & Lifecycle Management Manage the PT House Managers across the full employee lifecycle: hiring, retention, coaching, development, reviews, progressive discipline, and separation. Oversee the Volunteer Floor Captain program, including: Recruitment/selection (in collaboration with the Associate Director of Volunteer Services) Training and onboarding Scheduling oversight and event assignments Performance feedback and lifecycle management Maintaining communication and expectations for the role Fill in as House Manager as required, including, but not limited to all daytime performances, student matinees, and other events Assist in the development and presentation of annual Ambassador Training to ensure customer service expectations are communicated clearly. Attend performances as show supervisory and observation duties as required. Event Planning & Operational Execution Prepare, review and update briefing notes, show builds, event detail packets, and for all performances, private events, education shows, tours, VIP activities, specific to FOH event and operations functions. Provide timely communication of updates specific to FOH event and operation functions. Use and review FOH content in Momentus, Cervis and other required FOH databases. Review Ambassador event assignments for accuracy. Coordinate event related logistics including valet parking, FOH staffing plans, and First Responder coverage. Represent the FOH team at O-pa and O-pa client operations meetings as required. Supervise, review and sustain highest standards of Ambassador event customer experience Cash Handling & FOH Financial Procedures Oversee FOH Cash to Card operations, including: Cash distribution and reconciliation Ensuring PT House Managers follow proper handling procedures Maintaining accurate event reports and securing funds post event Communicating discrepancies or issues to Finance Patron Services & Accessibility Execution Coordinate FOH accessibility operations including equipment management, patron support, tracking logs, and arranging for ASL/Audio Description services. Ensure PT House Managers and Floor Captains uphold ADA compliant service practices. Assist in leading Safety & Accessibility venue tours for Ambassadors. Policy, Procedure & Communication Oversight Ensure PT House Managers and Floor Captains receive updated policies, procedures, safety protocols, and event standards. Foster a collaborative and positive environment, including timely communication with internal departments in coordination with the Associate Director of Volunteer Services and other FOH leadership. May perform other duties as assigned.

Requirements

3-5 years experience in volunteer or front-of-house management required
Proficient in customer service and active listening techniques.
Flexible diplomacy and patient while working with the general public and volunteer constituents.
Experienced in a wide variety of performing arts forms.
Highly organized and detail oriented.
Proven ability to manage and motivate volunteers. Must be an excellent team builder.
Excellent written communication skills.
Proficient in Microsoft Office Products (Word, Excel, Outlook, Access and PowerPoint).
Requires scheduling flexibility, including evenings and weekends.

Responsibilities

Manage the PT House Managers across the full employee lifecycle: hiring, retention, coaching, development, reviews, progressive discipline, and separation.
Oversee the Volunteer Floor Captain program, including recruitment/selection, training and onboarding, scheduling oversight and event assignments, performance feedback and lifecycle management, and maintaining communication and expectations for the role
Fill in as House Manager as required, including, but not limited to all daytime performances, student matinees, and other events
Assist in the development and presentation of annual Ambassador Training to ensure customer service expectations are communicated clearly.
Attend performances as show supervisory and observation duties as required.
Prepare, review and update briefing notes, show builds, event detail packets, and for all performances, private events, education shows, tours, VIP activities, specific to FOH event and operations functions.
Provide timely communication of updates specific to FOH event and operation functions.
Use and review FOH content in Momentus, Cervis and other required FOH databases. Review Ambassador event assignments for accuracy.
Coordinate event related logistics including valet parking, FOH staffing plans, and First Responder coverage.
Represent the FOH team at O-pa and O-pa client operations meetings as required.
Supervise, review and sustain highest standards of Ambassador event customer experience
Oversee FOH Cash to Card operations, including cash distribution and reconciliation, ensuring PT House Managers follow proper handling procedures, maintaining accurate event reports and securing funds post event, and communicating discrepancies or issues to Finance
Coordinate FOH accessibility operations including equipment management, patron support, tracking logs, and arranging for ASL/Audio Description services.
Ensure PT House Managers and Floor Captains uphold ADA compliant service practices.
Assist in leading Safety & Accessibility venue tours for Ambassadors.
Ensure PT House Managers and Floor Captains receive updated policies, procedures, safety protocols, and event standards.
Foster a collaborative and positive environment, including timely communication with internal departments in coordination with the Associate Director of Volunteer Services and other FOH leadership.
May perform other duties as assigned.