House Manager

POSITION SUMMARY STATEMENT

House Managers at Strathmore work as part of the Front of House team to create a seamless experience for Strathmore Music Center patrons. House Managers help prepare the Concert Hall and surrounding lobby areas for events in addition to post-show breakdown. House Managers serve as section leaders and play a key role in volunteer usher and House Assistant oversight, patron experience and customer service assistance for all events in the Music Center. House Managers are also present for Education Center shift hours when the building is open to the public.

House Managers work a varied schedule of nights and weekends with occasional daytime hours, dictated by the event schedule.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Complete opening and closing front of house procedures for every event.
• Oversee volunteer ushers and House Assistants in assigned section before, during and after all Strathmore Music Center events.
• Responsible for leading show specific overview with Section team for each event.
• Work closely and efficiently with House Assistants, the Front of House Manager, and volunteer ushers to ensure a safe and service-oriented environment.
• Adhere to Strathmore’s high standards of Customer Service while welcoming patrons and providing accurate information and direction.
• Resolve escalated patron seating and other issues in coordination with the House Assistants and volunteer ushers.
• Lead patrons and other staff through emergency and fire alarm protocols.
• Assist patrons with accessibility requests and accommodation needs in accordance with the Americans with Disabilities Act and Strathmore’s standards of service.
• Adhere to Strathmore’s inclusion, diversity, equity and access principles while serving the public and working with colleagues.

ACCOUNTABILITIES

Satisfactory completion of this job will include excellent attention to detail, anticipation of patrons needs, exercising sound professional judgment, building and maintaining good working relationships with colleagues and working well as a member of the Front of House team.

COMPETENCIES

Strong customer service, communication and problem-solving skills. Ability to exhibit empathy and kindness.

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