House Manager

Washington National Cathedral•Washington, DC

17d•Onsite

About The Position

Washington National Cathedral is seeking an experienced House Manager to join its Guest Event Management Services (GEMS) team. The role helps create a welcoming and safe environment for visitors and provides on-site house management during daily sightseeing hours and events, as well as concerts, worship services, and public programs as needed. The House Manager provides hospitality and information to visitors, coordinates sightseeing and event operations, supports staff and volunteers, and works with Cathedral stakeholders and external partners to deliver programming in line with the Cathedral’s mission and priorities. The position also supervises Guest Services Associates, Guides, and Volunteers and helps ensure adequate coverage and sustainable work schedules.

Requirements

Bachelor’s degree or higher-education qualification equivalency in arts management, hospitality, event planning, customer service, or a related field.
Two to three years of experience in arts management, special events management, customer service, and/or facility operations.
Supervisory experience with staff or volunteers.
Ability to work effectively both as part of a team and independently.
Ability to review logistical procedures, identify problem areas, and improve performance through procedural changes.
Excellent interpersonal and communication skills.
Comfort with public speaking and conflict resolution.
Ability to exercise judgment and decision-making skills, and to inform and involve department leadership as needed.
Excellent attention to detail and ability to meet deadlines.
Ability to coordinate multiple complex tasks and/or projects simultaneously, address office needs, and maintain composure under pressure.
Sensitivity to the needs of a diverse public, including the ability to interact with people in need of pastoral care.
Advanced computer skills with Microsoft Office Suite, including word processing, spreadsheets, email, calendar, document distributions, and network software.
Knowledge of Washington, DC culture, social issues, and challenges.
Availability to work outside normal business hours for Cathedral events as needed, including weekends, mornings, and evenings.
Ability to meet physical demands including prolonged walking and standing; reaching, twisting, turning, kneeling, bending, stooping, and climbing stairs without a handrail; lifting, dragging, pushing, and pulling materials weighing up to 25 pounds; and working comfortably at heights and in enclosed spaces.
Ability to perform repetitive hand movements and fine coordination using a computer keyboard, and to meet near- and far-vision requirements for reading and preparing documents.
Acute hearing required for work in environments with substantial ambient noise.

Nice To Haves

Experience and knowledge of the nonprofit work environment.
Familiarity with Spektrix, Raiser’s Edge, and/or Digital Cheetah.
Knowledge of the history, theology, and liturgy of the Episcopal Church.
Proficiency in other languages.

Responsibilities

Provide hospitality and information to guests, deliver customer service, identify areas for improvement, and suggest solutions.
Develop and maintain working relationships with Cathedral stakeholders, staff, volunteers, and external partners to manage and execute programming collaboratively and in recognition of Cathedral priorities.
Assist with Guest Event Management coverage; attend Operations, Events, Worship, and Programming meetings; and prepare materials and present briefings as needed.
Prepare public spaces before opening, ensure signage is in place, and address safety hazards.
Greet visiting tour groups, advise group leaders and chaperones about Cathedral policies and procedures, facilitate group entry, and coordinate tour timing.
Greet individual visitors and facilitate their entry and sightseeing.
Process Welcome Desk transactions as needed, including sightseeing admission, donations, memberships, and special event tickets.
Respond to emergencies in coordination with Protestant Episcopal Cathedral Foundation (PECF) Police.
Provide on-site house management and support for worship services, concerts, public programs, rental events, and other programs.
Prepare and present briefing materials, diagrams, and staff assignments; manage on-site support staff and volunteers.
Coordinate with the Box Office and Leads before, during, and after programs, services, and events; troubleshoot issues and coordinate operations.
Receive and fulfill seating and ADA accommodation requests.
Supervise Guest Services Associates, Guides, and Volunteers.
Ensure adequate coverage for sightseeing hours, worship services, concerts, and rental events as needed.
Work with the House Manager to prioritize requests and ensure sustainable work schedules.
Identify potential problems and suggest corrective-action strategies.
Foster a patient and collaborative environment with the GEMS team, volunteers, and Cathedral and Close staff partners.