POSITION SUMMARY

The House Supervisor assists the Director of Guest Services or the Guest Services Manager in providing quality customer service and creating a positive experience for all guests attending events at the Broward Center for the Performing Arts (BCPA) in order to promote and support the image of the Performing Arts Center Authority (PACA) as a premier performing arts organization.

ESSENTIAL FUNCTIONS

• Train Head Ushers and volunteers to create a positive experience for all patrons.
• Coordinate day of event Guest Services activity in PACA venue as assigned regarding guest and performance issues, customer service, BCPA emergencies, and safety to ensure customers have an optimal experience and receive first class customer service from the moment they arrive.
• Resolve customer complaints to the best possible satisfaction of customers.
• Distribute information and coordinate Head Ushers, Volunteers, Parking Garage, Police and Valet activity.
• Implement Cue Time with Volunteers as needed.
• Open lobby doors and house doors at the correct designated time.
• Accommodate guests with special needs.
• Monitor guest activity, arriving, seating, and exiting, to ensure implementation of proper procedures and a customer service.
• Complete Head Usher checkout for each event as assigned.
• Secure building and transfer to Security upon completion of responsibilities.
• Prepare and distribute appropriately all identified Front of House reports.
• Identify and take corrective action for, areas in need of repair or enhancement in order to prepare and maintain Front of House guest areas.
• Promote accurate and timely communication between departments and Front of House in order to support the needs of patrons and other departments.
• Complete additional responsibilities as assigned.

CORE COMPETENCIES

• Customer Focus- Understand the needs of the customer (internal & external) and act accordingly to create an exceptional experience.
• Teamwork- Work as a collaborative member of a group contributing to the overall mission, strategies, and goals.
• Accountability- Take ownership for deliverables and actions and contribute value to the organization. Accept responsibility for actions and outcomes.

KNOWLEDGE AND ABILITIES

• Able to maintain a physical presence at designated work location, maintain regular attendance and punctuality and work a flexible schedule including nights, weekends, and holidays when required.
• Able to lift and distribute program boxes weighing up to 25 pounds.
• Able to learn, assist, and train in evacuation procedures and emergency conditions.
• Communicate effectively, both verbally and written, in English.
• Able to remain calm in stressful situations.
• Skilled in implementing quality customer service.
• Knowledge of executing scheduled events.
• Able to work effectively and positively with others.
• Experience in Windows based programs, including Word, Outlook, Excel, and PowerPoint a plus.

SUPERVISORY RESPONSIBILITY

• n/a

DESIRED EDUCATION AND EXPERIENCE

• High School, High School Equivalent, or Higher: General/Business/or any equivalent combination of training and experience.