House Manager 1

Overture Center Foundation Inc•Madison, WI

6d•$23•Onsite

About The Position

Under general supervision, the House Manager 1 performs lead public assistance and customer service work during Overture Center events. Work involves coordinating and overseeing the activities of a team of Ushers (hourly and volunteer) in various areas of the center and performing other coordinating functions in the absence of the Manager of Guest Services. Supervision varies between working directly under the Manager of Guest Services at an event to working independently and being reviewed for overall results.

Requirements

2 years related college or vocational school training
1 year responsible, front-of-house customer service experience, including the management, training, and supervision of house staff in a theater setting.
Knowledge of theater operations
Excellent customer service skills and the ability to be courteous and friendly on a consistent basis.
Ability to lead, train, evaluate, and correct hourly and volunteer staff in a positive manner.
Ability to deal effectively with individuals and groups from diverse backgrounds.
Ability to establish and maintain effective working relationships with a variety of permanent and transient event staff.
Ability to think clearly and act appropriately in an emergency.
Ability to pay attention to details, work quickly and accurately under time pressure and stressful conditions and set the standard for others to follow.
Ability to use a computer to enter data into event reports.
Ability to read and comprehend coded tickets in dark theater using a flashlight.
Ability to memorize seating and aisle locations of up to six theater spaces.

Responsibilities

Performs house management duties overseeing front-of-house operations.
Gathers event information, organizes related event materials, reads and understands complex instructions, and clearly communicates information to Usher staff at Usher briefing.
Checks theater spaces prior to event for proper temperature, cleanliness, clear aisles, accessibility requirements, proper sightlines, etc. to ensure maximum customer enjoyment.
Determines stanchion needs and lobby configuration for optimum crowd control, access, and direction.
Directs program stuffing and distribution.
Leads and directs activities of paid and volunteer house staff and provides guidance and correction as needed to ensure patrons receive the highest level of customer service.
Monitors theater, lobby, and street activity; enforces policies; handles and resolves conflicts with patrons; assists patrons with accessibility issues; and responds to emergency situations.
Coordinates with technical staff, maintenance, ticket office staff, security, and outside agencies to ensure smooth operation.
Works with these departments to solve problems and adjust to unexpected situations.
Manages lobby concession sales including counting in and out merchandise, providing and briefing Usher sales staff, balancing cash, and settling events.
Performs administrative duties including assisting with Usher training, editing the Usher manual, interviewing new Volunteer Ushers, and advising on policy and procedural changes and personnel issues.
Operates lobby and room lighting settings, lobby sound system settings, assistive listening devices, and event staff radios.
Reprogram ticket scanners.
Writes event and incident reports.
Communicates performance and procedural problems to supervisor and recommends changes.
Performs all duties of a Lead Usher as needed.
Perform all other duties as assigned.