House Manager

THE JOHN GORE ORGANIZATION is the leading presenter, distributor, and marketer of Broadway theatre worldwide. Under the leadership of theater producer and owner John Gore, its family of companies includes Broadway Across America, Broadway.com, The Broadway Channel, BroadwayBox.com and Group Sales Box Office. Its productions span Broadway, Off Broadway, London’s West End, Japan and 48 North American markets. It has won Tonys in every producing category as well as numerous other Drama League, Drama Desk and Olivier awards.

At The John Gore Organization, a diverse, inclusive, and equitable workplace is one where all employees feel valued and respected, and all voices are valued and heard. We are committed to fostering, cultivating and preserving a culture of equity, diversity, access and inclusion.

$23.04 - $28.85/ hour

FLSA Status: Non-Exempt

Summary

The House Manager will work with the Theatre Manager to provide leadership and support for the Charles Playhouse by providing excellent customer service to ensure all patrons and staff have a safe and enjoyable experience. The Charles Playhouse consists of two performance spaces; a 199-seat performance space that is home to Lil Chuck and a 500-seat theater that is home to the long-running smash hit Blue Man Group. The House Manager will be present for the majority of performances occurring in both event spaces.

Duties And Responsibilities

• Be present for performances in both event spaces and provide oversight, preparedness and leadership with the Front of House team. Performances are primarily nights and weekends.
• Schedule management coverage as needed.
• Help to hire, train, and schedule all Front of House positions.
• Provide excellent customer service to the building’s patrons and provide customer service coaching to staff members.
• Run full building evacuation drills at least twice a year. Be prepared to lead the team in an evacuation or medical emergency in partnership with show management.
• Work with Theatre Manager to ensure compliance of all building policies including Federal, State, and Local.
• Ensure that the Front of House team has all necessary supplies to perform their tasks. Order supplies as needed.
• Assist in the completion of the weekly operating calendar and facilitate distribution.
• Complete daily walk through of the premises and report safety and maintenance concerns to the Facility Technician and Theatre Manager.
• Ensure the security of the Charles Playhouse by performing a thorough end of night lock up procedure.
• Work with the Theatre Manager to ensure all licenses and permits are kept in good standing.
• Create and submit detailed performance reports.
• Provide administrative support to the Theatre Manager of the Charles Playhouse, as needed.
  
  

Supervisory Responsibilities

The House Manager helps to supervise a part-time staff of approximately 60 employees. The House Manager carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include but are not limited to:

• Assist in hiring and training of new Front of House team members.
• Create monthly schedule for part-time employees to be approved by the Theatre Manager.
• Provide customer service coaching as needed
• Maintain records of staff performance, time and attendance, and payroll.
  
  

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Cooperation
• Creates strong working relationships with all partnership companies.
• Liaises with production staff and Theatre Manager to coordinate Front of House operations and show policies.
• Offers assistance and support to co-workers.
• Works cooperatively in group situations.
• Adaptability
• Able to work around unexpected changes of circumstance or workload.
• Modifies a planned course of action based on new circumstances.
• Changes communication style to achieve the best results.
• Functional Competencies
• Looks for ways to improve and promote quality.
• Demonstrates accuracy and thoroughness.
• Team Orientation
• Fosters team cooperation.
• Understands team roles and responsibilities.
• Supports group problem solving.
  

Qualifications Aka KSAOs

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, the requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven written and oral communication skills
• Experience with different customer service and service recovery tactics.
• Demonstrated ability to work independently and as part of a team.
• Familiarity with Microsoft Office software (Word, Excel, Access, PowerPoint).
• Understanding of basic BFD Fire Safety regulations to maintain the building’s Evacuation Plan.
• Ability and willingness to work some early mornings in addition to the typical performance schedule of evenings and weekends.
  
  

Education And/or Experience

• Bachelor’s degree or equivalent experience.
• At least one (1) year of experience in a professional office or theater environment.
• Previous customer services experience is a plus.
  
  

Communication Skills

• Ability to read, analyze, and interpret basic reporting.
• Ability to respond to common inquiries or complaints from customers, partners, or members of the industry.
• Sensitivity to the needs of persons requiring ADA accommodations.
• High degree of discretion dealing with confidential information.
  
  

Critical Thinking

• Maintain a high standard of customer service by addressing and resolving customer concerns, questions, and complaints in a thorough and timely fashion.
• Facilitate ADA accommodation requests.
  
  

Certificates, Licenses, Registrations

• TIPS, Crowd Manager, First Aid, and CPR certifications are a plus.
  
  

Physical Demands

The Physical Demands Described Here Are Representative Of Those That Must Be Met By An Employee To Successfully Perform The Essential Functions Of This Job. Reasonable Accommodations May Be Made To Enable Individuals With Disabilities To Perform The Essential Functions. While Performing The Duties Of This Job, The Employee Is Regularly Required To Talk Or Hear. The Employee Is Frequently Required To:

• Lift up to 50 pounds.
• Easily navigate stairs.
• Occasionally stand for long periods of time.
• Ability to work in a space with lighting effects such as strobe lights.
• Efficiently navigate a dark theater.
  
  

Work Environment

The Work Environment Characteristics Described Here Are Representative Of Those An Employee Encounters While Performing The Essential Functions Of This Job. Reasonable Accommodations May Be Made To Enable Individuals With Disabilities To Perform The Essential Functions. While Performing The Duties Of This Job, The Employee Is Occasionally Required To:

• Work effectively in a shared space.
  
  

Acknowledgement

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Employees will follow any other instructions, and perform any other related duties, as assigned by the Theatre Manager.

We offer competitive compensation including Vacation and Holiday Pay, health & welfare benefits, and a 401(k) retirement plan.

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.

EQUAL EMPLOYMENT OPPORTUNITY

The John Gore Organization is an equal opportunity employer and affords equal employment opportunity to all applicants regardless of race, color, religion, gender, creed, national origin, age, disability, sexual orientation, veteran status or any other legally protected classification under local, state or federal laws.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification or position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The John Gore Organization’s recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. The John Gore Organization may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.