House Manager

MN Orchestra•Minneapolis, MN

1d•Hybrid

About The Position

The Event Manager promotes the Minnesota Orchestra by managing Minnesota Orchestra and Association sponsored events and coordinating logistics and staffing for community events. Shares responsibility for daily management of the Audience Services Department with other Audience Services Managers. Shares responsibility for monitoring and maintaining high standards of customer service. Oversee patrons and Audience Services staff at events, ensuring optimal event conditions, preparation, performance and customer service. Participates in on-going improvement and planning for Audience Services Department by contributing and participating in bi-annual Audience Services meetings, monthly staff meetings, weekly update meetings, weekly manager meetings, daily team meetings, and strategy meetings with other staff, supervisors and managers. Values: We believe every employee is essential to the success of the organization and critical to accomplishing our mission to enrich, inspire and serve our community. Our working relationships are based on respect for each other as individuals, confidence in one another, and a genuine desire to actively listen and collaborate with each other. We are committed to building a diverse and inclusive organization that honors and reflects the community we serve, welcomes, and instills diversity across our organization, and nurtures an equitable and inclusive culture. Colleagues in Audience Services stive to uphold standards of service - advocacy, efficiency and courtesy. We create a welcoming environment for guests, vendors, clients, employees and volunteers. We professionally handle incoming requests and treat colleagues and guests as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner.

Requirements

High School diploma, GED or equivalent
Minimum of 2 years’ experience in a personnel management role
Minimum of 2 years’ experience customer service experience OR event management experience
Proficiency in typing and computer software/hardware usage
Demonstrated ability to manage confidential and sensitive information, possess a high degree of personal integrity and sound judgment.
Exceptional organizational and time management skills.
Adept at managing multiple projects and deadlines with appropriate judgment about priority and timing.
Ability to synthesize information quickly, problem-solve and make appropriate decisions.
Ability to collaborate with others to identify and solve issues or make proactive recommendations and lead through influence.
Skilled at building and leading a cross-departmental team of colleagues of various levels of experience in order to collaboratively achieve effective results.
Strong written and verbal English communication skills with the ability to provide guidance to and effectively present ideas and deliverables to a wide range of people including from different cultural backgrounds, age ranges, and attitudes and abilities.
Commitment to and enthusiasm for Minnesota Orchestra’s mission, values and business goals.

Nice To Haves

Experience in arts, cultural or entertainment organizations, and / or non-profit organizations strongly preferred.
Knowledge of M365 and MS Office suite preferred
Curious, thoughtful, with a desire to experiment, test and learn, and iterate approaches.

Responsibilities

Acts as a primary Event Manager for Orchestra Hall events.
Coordinates event logistics.
Ensures event is adequately and appropriately staffed, reassigning event responsibilities as necessary.
Ensures Event staff is adequately informed of performance conditions.
Ensures guests are courteously and efficiently ticketed, seated and served.
Ensures adequate emergency response is provided as necessary.
Coordinates logistics and staffing for Minnesota Orchestra Community events
Plans, oversees and staffs all audience development and community events (i.e. Open Streets, Doors Open, Pride, Symphony for the Cities, MPR Day at the State Fair, etc.)
Manages logistics, setup and strike needs for these events including materials, plan communication, and execution.
Works with the Volunteer Services Manager to secure volunteers for events.
Maintains a presence at these events, monitoring and evaluating visibility and effectiveness; suggesting enhancements and changes as necessary.
Ensures smooth operation of all events through advanced planning and coordination with other Audience Services and MOA staff.
Participates on the Event Manager team for all Minnesota Orchestra events and Association sponsored events.
Assists Front of House Manager with the documentation and maintenance of event information, policies and procedures, front of house position descriptions, position maps and communication tools.
Prepares Event Information report, in coordination with multiple departments, to be shared with staff for each event.
Monitors lobby and box office digital content, point of sale marketing, brochure displays and general signage.
Works with Marketing Coordinator and Front of House Manager to coordinate digital signage calendar, production and scheduling for Orchestra Hall.
Works with Marketing Coordinator for material distribution (TSD, The Forum office, Orchestra Hall Lobby, Stage Door) and maintains all brochure racks.
Distributes monthly events calendar to downtown businesses.
Assists in the setting and evaluation of realistic Department goals.
Monitors and maintains a high standard of customer service at all times.
Monitors all Event Staff for customer service, efficiency, accuracy, etc.; reporting back results to both the employee and the Audience Services Management Team
Responds to Front of House related customer concerns.
Upholds the Audience Services standards of service, advocacy, efficiency and courtesy.
Ensures that both internal and external customers feel that they are the primary purpose of the Association’s business and that the Audience Services Department exists to satisfy customers.
Recognizes customer complaints, collect sufficient information to determine the problem, take appropriate action and communicate to the Association characteristics that our customers like and dislike.
Identifies recurring problems in meeting general guest expectations, differentiate between problems and symptoms, and implement solutions.
Communicates to customers accurately and fairly the rationale of the Association’s policies and procedures.
Provides back-up support for Audience Services staff and sets an example by modeling a sense of urgency relative to service levels.
Manages the service provided by Audience Services staff, determining when assistance and/or intervention is
Manages and evaluates assigned part-time Front of House staff.
Assists with maintaining the Front of House informational resources and training for Front of House staff.
General Supervision of all Audience Services Staff during assigned events/shifts (including Ticket Services, Stage Door and House staff).
Assesses and monitors current staff capability and determine further staffing needs
Identifies and delegates department related projects; monitoring for accuracy and tracki.ng progress through completion.
Addresses staff policy violations and /or conflicts, taking appropriate immediate action and directly reporting incident to appropriate manager/director.
Ensures all employee checkouts and banks are complete, accurate and balanced; resolve any discrepancies.
Provides other Managers with input for evaluations.
Updates and reminds staff of current products and policies.