Front of House Lead

Job Title: Front of House Lead Department: Meyer Theatre Reports to: Meyer Theatre General Manager Supervises Others: Yes DOL Status: Part-time Exemption Status: Hourly; Non-exempt

General Summary:

Responsible for serving as a resource to guests regarding the facility and events, checking tickets, ticket-taking, ushering guests to their seats, crowd control, and implementing and following facility emergency procedures, safety guidelines and company policies for guests and employees.

Job Duties:

·Demonstrates and embodies the PMI Entertainment Group Culture and Customer Service values.

·Responsible for scheduling all the volunteer ushers for all events at the Meyer Theatre.

·Serves as a resource to guests regarding the facility layout and events including, but not limited to, seating sections, restroom locations, elevator locations, ADA sections, lost and found, ticket office, future event information, ATM locations and seating capacity for the event.

·Maintains a neat and clean appearance and makes eye contact, displays positive facial expressions, and uses courteous communication with guests to ensure a high level of approachability.

·Coordinate the pre-show setup, including but not limited to, ropes, ticket boxes, scanners, programs/inserts, if any, and opening the door for staff.

·Resolves ticketing or seating questions/concerns/complaints in a professional and courteous manner by following PMI’s guest guidelines.

·Responsible for understanding and performing PMI’s Safe and Emergency Evacuation policies and procedures.

·Responsible for assisting guests in an emergency by escorting them to the nearest route or exit to safety.

·Monitors the lobby during events and supervises guests exiting the theatre after events.

·Reports large or biohazard spills to Manager on Duty. If necessary, cleans up small spills to maintain a safe environment for patrons and guests.

·Demonstrates proper interaction with guests with special needs by following the established communication techniques, as well as maintains knowledge about facility ADA features and services.

·Conducts post-show tasks as assigned by Manager on Duty or senior theatre staff.

·Responsible for policy enforcement, i.e., no-smoking, appropriate patron conduct, and addressing safety concerns in a professional and courteous manner.

·Required to respond to and take direction from designated Guest Services Captain, Security personnel or Manager on Duty in any given situation.

Knowledge, Skills and Abilities Required:

• Requires a level of general education normally acquired in high school to interact in a professional manner with guests and employees.
• Experience with promotion of advertising material and marketing tools.
• Requires one to two years related experience in a fast-paced customer service position.
• Proven interpersonal and customer service skills required to promptly answer and resolve questions in a professional manner with guests and other theatre staff.
• Must be able to deal with guests in a tactful and discretionary manner.
• Must be able to understand and display the concepts of extreme customer service and exceeding guest expectations.
• Analytical ability necessary to determine the appropriate course of action when resolving customer concerns, addressing safety issues, handling pressure and negative situations.
• Ability to provide service recovery to patrons is also necessary.
• Ability to be always enthusiastic and responsive to customer needs and portray a positive image of PMI.
• Must follow dress code which includes uniform polo shirt and black slacks. Stretch pants, wind pants, spandex and shorts are not permitted. Shirts must be always tucked in. Clothes must be clean, pressed, and neat in appearance always. Comfortable shoes are suggested; tennis shoes are permitted if clean and scuff free.
• Must have the ability to work days, nights, weekends, and holidays as dictated by event schedule.

Other Expectations:

· Requires prolonged standing and/or walking for the entire shift of 6-8 hours.

· Requires normal range of hearing to communicate with patrons and employees.

· Requires range of vision correctable to 20/20 to read tickets.

· Must be able to regularly climb and descend steps.

· Must be able to communicate providing verbal feedback in a professional manner.

· Must be able to resolve problems, handle conflict and make effective decisions.

· Must have a long attention span to listen to people and bring issues to a successful conclusion.

· Requires frequent exposure to large crowds and loud noise.

PMI Entertainment Group is an Affirmative Action, Equal Opportunity Employer

Disclaimers:

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Ticket Star is owned by PMI Entertainment Group.

Green Bay Gamblers Hockey Team is owned by PMI Entertainment Group.

Meyer Theatre and Backstage are managed by PMI Entertainment Group.

Celebrations is a division of PMI Entertainment Group.

Blue Green Experiential Events is a division of PMI Entertainment Group.

Resch Center & Resch Expo are managed by PMI Entertainment Group.

Job Type: Part-time

Pay: $14.00 per hour

Restaurant type:

• Casual dining restaurant
• Fine dining restaurant

Shift:

• Evening shift
• Night shift

Weekly day range:

• Weekend availability

Ability to commute/relocate:

• Green Bay, WI 54301: Reliably commute or planning to relocate before starting work (Required)

License/Certification:

• Driver's License (Preferred)

Shift availability:

• Night Shift (Preferred)
• Day Shift (Preferred)

Work Location: One location