Manager, Front of House

POSITION SUMMARY The Front of House Manager plays a critical role in establishing a welcoming experience for all guests of the Dr. Phillips Center for the Performing Arts. This position will manage activities in the front of house (FOH) spaces, including ticketed performances, special events, and rentals. This position reports to the Manager, Guest Services and will work collaboratively to leverage their outstanding customer service, communication and leadership skills to ensure that the entire event team is 100% dedicated to ensuring that each and every guest experience at The Dr. Phillips Center is an exceptional one.   ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES Ensures an exceptional guest service experience at every touchpoint throughout the Dr. Phillips Center.  Moves throughout facility/operation to visually monitor and take action to ensure product quality and guest service standards are met. Provides guidance for improvement and implements necessary adjustments. Works to resolve customer concerns in a professional, proactive, and timely manner. On a shift-basis, oversees Guest Services staff including Leads, Guest Service Representatives and Volunteers.  Clearly communicates show requirements to staff and ensures the needs are being accommodated as requested. Provides daily work assignments to colleagues and volunteers. Ensures the preparation and use of FOH spaces for all ticketed events and rentals.  Verifies that subscriber touchpoint plans are communicated and executed properly. Help manage ongoing department programs to train and motivate colleagues and volunteers. Remain knowledgeable on the activation of all facets of the Center to implement efficient methods and determine best practices for ticket-taking, way-finding, program distribution, and guest safety. Provides direction and leadership during emergency situations such as: evacuation of guests and documentation of all incidents. Work with Box Office team to provide seating modifications for guests with accessibility concerns.   Act as Manager on Duty for performances and other special events. Coordinate, communicate and collaborate with other departments, including Production, Security, Food and Beverage, Box Office, Philanthropy and Housekeeping regarding shift events and needs.   Complete all required reports and administrative processes. Assists in the selection, training and coaching of the guest services team for the efficient operation of the department.  Responsible for ensuring compliance with all policies and procedures that relate to the department as well as local, state and federal laws and regulations. Review guest survey data.  Look for areas of opportunity and make suggestions for operational improvements to create a better guest experience. Acknowledge colleagues and staff that have been recognized for outstanding service.   Follow and support all operational policies and procedures.  Assimilate into the arts center culture through understanding, supporting and demonstrating the core values.   Maintain a professional and friendly relationship with other departments, colleagues, and partners.   Able to remain calm under pressure.  Ability to work effectively with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy.  Maintain Dr. Phillips Center standards of customer service at all times. Able to effectively communicate in English in both written and oral forms. Other duties as assigned.   KNOWLEDGE AND EXPERIENCE Bachelor’s Degree preferred. At least 3 years of experience with increasing responsibility in theatrical front-of-house operations, preferably in a multi-venue environment and with variable seating experience. Advanced knowledge of Microsoft Office Suite.  Familiarity with computerized ticketing systems, access control software (i.e. ticket scanners), venue calendars, and staff scheduling/time clock systems is preferred.  Able to comprehend complex situations and identify successful resolutions. Effective communication skills, both verbal and written. Able to adapt to change, work effectively under pressure, and produce accurate results in a fast-paced environment. Must be detailed oriented and have effective multitasking skills. Exceptional knowledge of customer service skills.   SPECIAL CONDITIONS OF EMPLOYMENT This position requires the ability to work a variable schedule, evenings, weekends, and holidays to meet operational needs. Must be able to stand and walk for an entire shift.