Senior Manager, Front of House

POSITION: Senior Manager - Front of House

DEPARTMENT: Patron Services / Front of House

CLASSIFICATION: Full-time/ Salaried / Exempt

SUPERVISOR: Director of Patron Services

OVERVIEW

Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award® and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company. 

Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley’s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, and creating productions and cultivating new audiences that are as diverse and vibrant as the city of Houston.

Rob Melrose, Managing Director Dean Gladden and the Alley’s leadership team are committed to promoting Equity, Diversity, and Inclusion (EDI) in all aspects of the Theatre’s programming and operations. We are conscious about fostering an environment where everyone is encouraged to bring their authentic selves. We embrace differences and strive to be inclusive of all backgrounds, experiences and perspectives.

JOB STATEMENT:

The Senior Manager – Front of House is responsible for leading a team to ensure an efficient, smooth, welcoming, and patron-centric experience for all Alley patrons.

ACCOUNTABILITIES:

• Creating Patron-centric FOH Team.
  • Hire, train, build House Manager and Volunteer Manager team which can effectively implement the front-of-house policies and procedures, always prioritizing a patron-centric focus.
• Performance Management & Preparation
  • Act as Manager on Duty for specified performances (opening night, etc.)
  • Coordinating patron experience
  • Oversee placement of lobby displays
  • Attend production meetings.
  • Create and manage inserts for any cast changes.
  • Schedule House Managers
• • Payroll, departmental trainings, scheduling, top of shift meetings
  • Create training for House Managers so that they are completely comfortable and knowledgeable about the scanners, issuing house reports, emergency procedures related to evacuation and patron medical emergencies, and training ushers in accordance with our policies and procedures.
• Preparation for Special Services/ADA
  • Communicate with vendors and internal departments.
  • Maintaining knowledge and best practices for applicable constituencies
  • Keep Red Cross First Aid training current
• Assist in Patron Services (Guest Services and FOH) coordination
  • Provide productive relationship to help ensure a holistic patron experience
• Provide Exceptional Experience for Special Events/Rentals
  • Ensure highest level of visitor/vendor experience
• Develop Audience Experience Feedback
  • Coordinate audience surveys and analyze/present data so that it can be acted on by FOH and Marketing.
• Working with the Director of Patron Services and Chief Marketing Officer, create front of house policies and procedures and build training programs for House Manager and volunteer staff to elevate our audience members’ service and experience.
• Supervises the Volunteer Manager to implement training programs and develop an effective scheduling process for volunteer ushers that provides superior customer service for our patrons.
• Act as Manager on Duty for the front of house and directly oversee other House Managers to ensure that they are training ushers according to our program
• Additional duties as assigned

In addition to the duties listed above, the Alley Theatre expects the following of each employee:  adheres to theatre’s policies and procedures; works in a safe manner;  performs duties as workload necessitates; maintains a positive and respectful attitude; communicates regularly with supervisor about department issues; demonstrates efficient time management and prioritizes workload; demonstrates regular and consistent attendance and punctuality; meets department productivity standards; participates in Alley Theatre events as needed or required; and completes other duties as assigned.

REQUIREMENTS (SKILLS and KNOWLEDGE): 

• Patron-centric customer service, collaboration, planning, team building, data gathering and analyzing, conflict resolution, delegation, empathy, positivity
• College degree preferred
• Supervisory experience of at least 3 years with both paid and volunteer staff
• Willing and able to obtain and maintain First Aid (CPR and First Aid) certification
• Strong computer skills in MS office and Tessitura preferred
• Excellent judgment with regard to patron service and volunteer relationships
• Strong oral communication skills and leadership skills

BENEFITS & PERKS

• Medical, dental and vision insurance
• Paid vacation, floating holiday, and sick time
• 401(k) with matching, FSA, HRA (Alley paid deductible)
• Free and discounted tickets to Alley Theatre performances
• Discounted Parking only bi-weekly $4 dollars.
• Discounted gym membership
• Employee wellness program & EAP
• Houston, TX is one of the most affordable cities in the nation with no state or city income tax.

TO APPLY

To apply for this position, please go to the following link on the Alley’s website and apply.

https://www.alleytheatre.org/about-us/opportunities/employment

Alley Theatre is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at HRdept@alleytheatre.org.

The Alley Theatre is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital or familial status, sexual orientation, gender identity, veteran status or any other basis prohibited by local, state, or federal law. We encourage people of all backgrounds to apply, including people of color, women, LGBTQ individuals, and people with disabilities, veterans, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community. Successful candidates will commit to an equitable and inclusive workplace, including but not limited to: racial equity, accessibility for individuals with disabilities, use of gender inclusive language, and cultural sensitivity. Read more at Alley Theatre Official Website - Equity Diversity Inclusion

Salary : $50,000