Front of House Manager

col-wide

Title:

Front of House Manager

Employment Type:

Full time

Location:

Seattle, WA

Salary:

DOQ

Application Contact:

humanresources@5thavenue.org

Job Description:

Front of House Manager

Overview

The Front of House (FOH) Manager at The 5th Avenue Theatre creates and maintains a safe, efficiently-run, memorable, welcoming, successful, and guest-friendly experience at all of The 5th Avenue Theatre’s public events.  The incumbent is a key member of the Guest Services team and the liaison between administration and show needs.  The FOH Manager schedules, trains, and oversees all FOH staff (Assistant House Manager, Head Ushers, Coat Check staff, and Volunteer Ushers), and works closely with Security Staff.  The position reports to the Director of Guest Services and Sales. This is a key leadership position that helps to assure that all guests enjoy an outstanding experience, and the successful candidate will be required to expertly juggle administrative logistics, staff management, crowd management, time management, best hospitality practices, and demonstrate exemplary customer service.

Essential Functions:

• Serve as House Manager at all public performances and special events at The 5th Avenue Theatre.
• Demonstrate and model The 5th Avenue Theatre’s core values of excellence, creativity, team, kindness, and wow moments.  Train and lead staff to represent these values at all times. Embody The 5th’s brand promise to “Hit the High Note.”
• Trouble-shoot and resolve issues and concerns at performances and events in ways that satisfy guests as much as possible while maintaining the highest standards of hospitality.
• Recruit, interview, hire, train, schedule, supervise and motivate paid staff (the pool of paid staff numbers approximately 20, and not all staff work every performance.)
• Ensure that FOH paid and volunteer staff enforce theater policies while still maintaining the highest standards of hospitality. 
• Administer the Work Study program and manage relationships with local colleges, including submission of official work-study timesheets on deadline. Recruit, train and supervise Work Study students to serve on the FOH team.
• Serve as The 5th Avenue Theatre’s Volunteer Program Co-Coordinator (e.g., recruit, sign up, train and motivate FOH volunteer ushers -- numbering approximately 800 -- for upcoming seasons, plan and lead volunteer orientation session and volunteer appreciation party, send out regular correspondence to volunteers regarding sign-ups, show information, etc.)
• Create and communicate all pre-show talking points to paid staff and volunteers working at each performance (e.g., opening times, show run length, late seating holds, performance advisories, campaigns, emergency protocol, etc.) as part of training and motivation strategy.
• Manage Shiftboard system for staff and volunteer shift bidding and scheduling.
• Collaborate with Company Manager, Stage Manager, and other production/artistic staff to ensure efficient communication and logistics coordination during performances.
• In active cooperation and communication with the Stage Manager, manage the timing of all FOH show operations (i.e., doors opening to both the lobby and the Theatre on time, getting all guests inside the Theatre by curtain and end of intermission, etc.)
• Meet with the Production Stage Manager prior to the first performance to discuss relevant show information and to plan effective coordination between front of house and production (e.g., show timing, late seating holds, performance advisories, house hold procedures, etc.)
• Coordinate and disseminate all of the needs for accessible performances, including preparing scripts and rehearsal video links, processing invoices, attending technical planning sessions, coordinating rehearsal and/or viewing scheduling, submitting complimentary ticket requests, and maintaining prompt and professional communication with the ASL, Audio Description and Open Caption coordinators and interpreters.
• Assist the Director of Guest Services and Sales and the Assistant House Manager with brainstorming, creating and implementing “surprise and delight” guest initiatives.
• Proactively assist and resolve any and all FOH-related guest issues in a timely, courteous, and calm manner, including following up by phone and/or email as necessary.
• Work with and assist the Marketing, Education and Development departments in the coordination and execution of any lobby campaigns during 5th Avenue Theatre events.
• Help ensure that the lobby and auditorium are presented in the best possible conditions and layout to support positive guest experience.  Work with the Facility Operations department to maintain the appearance and safety of the lobby, auditorium, and donor areas.
• Perform basic repairs, as needed, during performances to help assure The Theatre remains functional and appealing.
• Coordinate program delivery dates and quantities with the Marketing department.  Schedule volunteer help and physically move programs from delivery location into program storage room.
• In collaboration with the IT and Facility Operations departments, as appropriate, coordinate the maintenance, repair, and/or replacement of all technical devices used by the Theatre’s FOH staff and/or guests (including, but not limited to, assisted listening devices, FOH radios, and ticket scanners).
• Provide input for the annual budget relating to FOH projects, assisting in research when requested.
• Ready FOH and lobby for incoming shows including handling lobby arrangements, testing all radio and head sets, washing blankets and linens as necessary, cleaning and organizing ancillary spaces (i.e., the “cry room,” maintenance closet, restrooms, etc.) and providing performance signage as needed.
• Provide appropriate performance materials:  sign in/out sheets, binocular slips, equipment check slips, book light script, build calendars, sales forms, house reports, volunteer know before you go, and payroll spreadsheets.
• Assist with special event planning, set up and break down
• Assist Ticketing in the scheduling and execution of customer service issues (e.g. patron services such as elevator assistance, wheelchair assistance, seating upgrades, etc.)
• Order FOH supplies as needed.
• Reletter house rows, as needed.
• Liaise between the Theatre’s concessions and merchandise partners and Theatre administration, as needed.
• Other duties as assigned

Safety Responsibilities
• Fully understand and be able to implement the Theatre’s Emergency Response Plan
• In the unlikely event of an emergency during a performance or event, act as the Theater Incident Commander for FOH and guest services functions.
• Maintain vigilance for security issues and respond as appropriate.
• Assist in reviewing current safety procedures and suggest needed improvements and revisions.
• Serve as onsite contact and supervisor for Show Security Personnel. Communicate any absences, procedural or personnel concerns promptly to Director of Guest Services and Sales and to security services firm management.

Schedule

This is a full-time salaried position. The Front of House Manager must be available to work a flexible, varied schedule of weekdays, evenings, weekends and holidays that matches the Theatre’s performance calendar. On weeks with performances or events, the FOH Manager will work a “show staff” schedule. When not in performance, the FOH Manager’s schedule will generally correspond with The 5th’s administrative hours of Monday-Friday, 9:00 a.m.-5:30 p.m.

Requirements:

• Professionalism is a key requirement.  At performances and public events, the Front of House Manager must dress and act in a professional manner and demonstrate good leadership.
• Five (5) or more years of professional supervisory or management experience in environments such as Theater, Restaurant or Hotel, with a strong focus on hospitality, customer-service, and staff management.  Or a combination of education and/or experience which provides an equivalent background to perform the work required.
• Demonstrated proficiency in PC-based computer skills in MS Outlook, Word and Excel.  Skills to manage Shiftboard and to work with Tessitura.
• Available to work weekdays, evenings, weekends, and holidays as needed due to theatrical schedule and requirements.
• Able to work effectively and independently as well as in a collaborative, interdependent team environment and to juggle multiple tasks and priorities with grace, tact and humor
• A passion for the performing arts, excellent customer service, and best hospitality standards.
• Organizational skills:  excellent time management skills, the ability to multi-task, to remain calm and efficient in a busy work environment, and ability to maintain a high level of attention to detail.
• Holds self and others accountable for high quality and successful job performance.
• Behaves in an honest, fair, and ethical manner. Shows consistency in words and actions. Models high standards of behavior and ethics.
• Positive, articulate, outgoing, and friendly personality; a sense of humor a plus!
• Able to work in an upbeat and often fast-paced environment.
• Excellent verbal communication skills, including abilities to listen and understand guests, coworkers and others.
• Treats others with courtesy, sensitivity, and respect. Considers and responds appropriately to the needs and feelings of different people in different situations.
• Comfortable answering guest questions and patience to resolve guest service issues.
• Ability to lift 40 lbs repetitively.
• Ability to climb stairs as needed.
• Ability to stand for long periods, up to the duration of a shift.
• Demonstrated reliability and dependability.
• Ability to supervise and motivate all FOH personnel.
• Maintain excellent attendance and punctuality.
• CPR and First Aid skills or ability to be trained in these emergency response skills.

Additional Requirement:

The candidate must be able to pass a background check. We will do the background checks for applicants at the finalist stage.

Reports To:

This position reports to the Director of Guest Services and Sales.

Compensation:

Salary is DOQ.  In addition, The 5th Avenue Theatre provides an array of employee benefits, which includes a comprehensive and attractive benefits package, including 100% employer-paid premiums for medical, dental and vision plans. The 5th Avenue Theatre values its employees by providing comprehensive, high-quality benefits, and strives to provide access to industry-leading health care coverage.

Work Location

The work location is The 5th Avenue Theatre, 1308 5th Avenue, in downtown Seattle.

Application Procedure

This recruitment will remain open until filled.  To apply, please send a cover letter, chronological resume and salary requirements to:

Email:  HumanResources@5thavenue.org
  Put in Subject Line:  Front of House Manager

Or mail to: The 5th Avenue Theatre
  Attn: Human Resources
  1326 - 5th Avenue, Suite 735
  Seattle, WA  98101

Please, no walk-ins or phone calls.

The 5th Avenue Theatre – Where Great Musicals Are Born

Show after show, season after season, The 5th Avenue Theatre wows audiences with original Broadway-caliber musicals that win raving fans, ovations, and awards.

We celebrate the great American musical in all its forms. We bring new life and insight to beloved classics. We create tomorrow's must-see musicals, including contemporary musicals that go on to become Tony-award-winning Broadway productions. And because we're a nonprofit theater company with a nationally acclaimed program to develop new musicals, we have the artistic freedom to be an incubator for original productions that expand the repertoire.

As the largest performing arts employer in the Pacific Northwest, we're proud to contribute to the cultural and economic vitality of our hometown. In our commitment to make great musicals accessible to all, we bring diverse audiences to our landmark theater and we take the magic of The 5th to communities across the state. Our theater family is united by something larger than ourselves: to spread the joy of musicals and see the love for them catch fire in the hearts and imaginations of today's audiences. And tomorrow's.

For more information about The 5th Avenue Theatre, its season and its programs, please visit www.5thavenue.org

The 5th Avenue Theatre is an Equal Opportunity Employer.

 

The 5th Avenue Theatre
1308 5th Avenue
Seattle, WA, United States
Phone: 206-260-2118
Web: www.5thavenue.org

Organization Profile