House Manager

The Hobby Center for the Performing Arts•Houston, TX

12h•$17 - $20•Onsite

About The Position

The Hobby Center’s House Manager serves as a lead front-of-house representative for performances, events, and special functions at the Hobby Center for the Performing Arts. This position is responsible for the event management of audience services operations, including guest experience, volunteer supervision, accessibility services, safety, and event readiness. The House Manager provides leadership to Floor Captains and volunteer ushers while coordinating closely with the Manager on Duty to ensure seamless event execution and exceptional guest experience. This role supports the Hobby Center's commitment to creating a welcoming, safe, and accessible environment for all guests. The House Manager must demonstrate strong leadership, sound judgment, and effective communication skills while managing multiple priorities in a dynamic event environment. This position frequently serves as the primary point of contact for audience-related concerns and is expected to respond quickly and professionally to operational issues before, during, and after performances.

Requirements

MINIMUM TWO YEARS OF EXPERIENCE IN CUSTOMER SERVICE, HOSPITALITY, AUDIENCE SERVICES, VENUE OPERATIONS, EVENT MANAGEMENT, OR A RELATED FIELD PREFERRED.
DEMONSTRATED LEADERSHIP EXPERIENCE SUPERVISING STAFF, VOLUNTEERS, OR TEAMS IN A CUSTOMER-FACING ENVIRONMENT.
EXCELLENT INTERPERSONAL, CONFLICT-RESOLUTION, AND COMMUNICATION SKILLS.
STRONG ORGANIZATIONAL SKILLS WITH THE ABILITY TO MANAGE MULTIPLE PRIORITIES SIMULTANEOUSLY.
ABILITY TO EXERCISE SOUND JUDGMENT AND MAKE EFFECTIVE DECISIONS IN TIME-SENSITIVE SITUATIONS.
CUSTOMER SERVICE-FOCUSED APPROACH AND COMMITMENT TO CREATING AN EXCEPTIONAL GUEST EXPERIENCE.
AVAILABILITY TO WORK EVENINGS, WEEKENDS, HOLIDAYS, AND SPECIAL EVENTS.
ABILITY TO STAND AND WALK FOR EXTENDED PERIODS DURING EVENTS AND RESPOND TO EMERGENCY SITUATIONS WHEN NECESSARY.
CURRENT CPR/AED AND TRAINED CROWD MANAGER CERTIFICATIONS PREFERRED OR ABILITY TO OBTAIN AND MAINTAIN CERTIFICATION UPON HIRE.

Responsibilities

Serve as the lead front-of-house manager for assigned performances, events, and facility rentals throughout the Hobby Center.
Oversee audience operations for performances and events in Sarofim Hall, Zilkha Hall, Founder Club and other event spaces throughout the facility.
Conduct pre-event briefings and ensure Floor Captains, volunteer ushers, and other front-of-house personnel understand event-specific procedures, accessibility needs, and operational priorities.
Monitor audience flow, seating operations, lobby activity, and crowd movement to maintain efficient and safe operations throughout events.
Foster a culture of hospitality and exceptional guest service by leading front-of-house staff and volunteers by example.
Respond to guest concerns, complaints, and service recovery situations in a professional and solution-oriented manner.
Build positive relationships with guests, clients, and event partners while supporting the Hobby Center's reputation for outstanding customer service.
Ensure compliance with ADA requirements and accessibility standards, including wheelchair seating accommodations, companion seating, mobility assistance, assistive listening, and other guest access needs.
Support and promote a safe environment for staff, volunteers, and guests throughout all events.
Supervise, support, and coach Floor Captains and volunteer ushers during all phases of event operations.
Assist with the training, development, and ongoing support of front-of-house staff and volunteers.
Provide operational feedback and promote consistency in front-of-house standards, procedures, and guest service expectations.
Complete and maintain all event-related documentation, including daily reports, Floor Captain time & attendance, incident reports, accessibility reports, lost-and-found logs, and other operational records.
Communicate event updates, attendance information, operational challenges, and noteworthy incidents to Audience Services leadership.
Assist with maintaining accurate operational records and supporting continuous improvement initiatives within the Audience Services department.