House Manager

Broadway Dallas, Inc.•Dallas, TX

18d•$22•Onsite

About The Position

The House Manager is the “face” of Broadway Dallas as the most senior front of house staff supervisor for each event at the 100-year-old Music Hall. This individual will be part of a team of House Managers who directly supervise usher and other front-of-house staff and perform essential duties immediately before, during, and at the conclusion of large-scale events at the 3,400-seat venue. Along with the Senior Event Manager and Associate Event Manager, this position is a liaison between front of house, maintenance, security, environmental services, and production staff during an event. House Managers serve as the first point of escalation for customer service and other urgent matters during the Music Hall’s estimated 15 eight-performance weeks of Broadway programming plus concerts, comedy, dance, and dozens of other special events throughout the year. Under the direction, scheduling, and management oversight of the Senior Event Manager, each House Manager is cross-trained in customer service and house management policies. The primary goal of this role is to ensure all Front of House Associates are adequately prepared to give patrons a positive experience with proper supervision and assistance. The main way that they accomplish this is in the form of supervising the Head Usher and Lobby Lead for a performance to ensure that all policies are being followed. In addition to that, this individual works to make sure customers safely and securely enjoy their experience upon their arrival on Fair Park grounds, during their time enjoying the artistry and amenities offered inside the Music Hall, and through their departure after the show. This individual will monitor staff to ensure that all Music Hall visitors observe the terms and conditions of entry while inside the historic civic building. This position requires regular on-site work in and around the Music Hall at Fair Park. Familiarity with Fair Park and its surrounding neighborhoods is strongly preferred.

Requirements

At least one year of experience working in a patron-facing role in a theatre or related live event experience
High school diploma or equivalent
Excellent written and verbal communication skills demonstrated in application/resume and interview process
Demonstrated ability to work with large and diverse crowds
Excellent demonstrated time management and multi-tasking skills
Comfortable speaking in front of and interacting regularly with a large group of people
Must work at least two House Manager shifts and two Front of House Associate (non-lead) shifts per eight-performance week. Security shifts do not count toward this requirement
Demonstrated punctuality and reliability in scheduling and directed tasks
A professional, positive, and courteous manner and communication in dealing with internal and external customers
Demonstrated crisis-management skills: ability to think rationally and clearly in a fast-paced environment while problem-solving and mitigating risk as much as possible
Demonstrated ability to follow oral and written instructions
Familiarity with, and consistent access to, basic computer hardware and software including ability to use a laptop and smartphone/tablet, checking email/workplace messaging/scheduling software, etc.
Available to work nights, weekends, and occasional holidays
Access to consistent method of transport to/from the Music Hall at Fair Park and other designated work locations (venues, off-site event/meeting sites, etc.)

Nice To Haves

AA or BA in communication, hospitality or other related field
Fluency in another spoken language or ASL
Certification or experience in COVID-19 and other safety compliance
CPR/First Aid certified
Certified crowd manager
Demonstrated appreciation of musical theatre or the performing arts in general

Responsibilities

Monitor entrances to ensure only authorized personnel/equipment are granted entry
Greet patrons in a friendly manner and offer assistance as needed
Monitor Box Office Lobby staff and assist with audience access control into the lobby
Guide patrons to seats and exits safely
Maintain decorum, order, and adherence to production safety and audience behavior rules/codes of conduct
Step in as a Head Usher or Lobby Lead to assign positions if needed
Manage lines for and provide directions to private suites, restrooms, restaurant, and common areas
Assist guests with special needs including wheelchair or mobility assistance
Perform pre-show set-up and post-show closing duties
Professionally escalate special requests or conflicts or further escalate to Event Manager if needed
Greet and provide direction to visiting artists and technicians
Be present and actively engaged before, during, and after each scheduled performance
Observe all workplace safety laws/guidelines and immediately notify relevant parties of any safety concerns or injuries for patrons or employees alike
Promptly and completely fill out all patron-facing incident reports when needed
Make sure the lobby area layout is reflective of the layout requirements for the performance
Check to make sure all radios, ticket scanners, and other front-of-house equipment are fully charged and ready for use before each shift begins
Complete the pre-shift checklist prior to each show and promptly report any cleanliness or maintenance issues to the appropriate staff
Facilitate a briefing with front of house staff before each performance
Assist volunteers and paid staff with login if needed
Compile daily staff attendance records
Making routine and emergency announcements (excluding anything needed to be made from backstage)
Receive show information from Senior Event Manager or Production and distribute to staff for each performance
Monitor relevant show-related times and whether the show is running according to schedule. Escalate any concerns using the appropriate channels in a timely manner
Work with other departments to ensure we are meeting organizational goals

Benefits

Flexible working hours – evening and weekend shifts available
Professional development opportunities, including seminars on topics such as Equity, Diversity, Inclusion, & Access (EDIA), emergency preparedness, and safe space training
Occasional access to complimentary and discounted tickets to Music Hall events as well as other arts organizations
Drug/Alcohol free and safe workplace, and anti-harassment policies

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