House Manager

About the role

Penn Live Arts (PLA) at the University of Pennsylvania is seeking an enthusiastic customer service oriented part-time House Manager to join PLA’s Guest Services team.

This position performs a wide variety of duties to help ensure that our Audiences, Patrons, Artists and Clients enjoy a safe, relaxed and pleasant experience during all events. In conjunction with the Event Lead on duty, our House Managers are responsible for the overall guest services operations on a per-event basis. This includes, but is not limited to, overseeing the Usher staff, as well as Concessionaires, Merchandisers and Volunteers when present, and providing said staff with event-related information, attending to Patrons and/or Client’s needs, anticipating potential issues and resolving problems as they may arise.

High level communication and exceptional customer service skills are pivotal to this position.

Responsibilities

• Oversee Guest Services staff, providing clear direction and guidance;
• Lead pre-event FOH staff meeting to provide relevant information relating to the event(s);
• Help to resolve potential guest seating problems in coordination with Box Office;
• Accommodate guests with accessibility needs as they may arise;
• Communicate with backstage/stage manager to ensure needs of the production and/or event are balanced with the needs of Patrons (i.e. requesting a performance start a few minutes late to accommodate late-arriving guests);
• Cook up with Artist’s or Client’s staff regarding merchandise sales and oversee merchandise reconciliation at end of event;
• Coordinate with Housekeeping and/or Facilities staff to ensure venue is clean and stocked prior to, during, and after performances;
• Accurately record start, end and intermission timings of performances and count event attendance; sign out FOH staff;
• Generate and distribute performance reports with accurate account of the event and any pertinent details;
• Ensure all guests have exited the venue and/or building and that all theatre doors are secured prior to signing out;
• Uphold any University mandated COVID protocols for Guest Services and audiences alike.

Requirements

A minimum of two years related experience in a supervisory role OR equivalent combination of education, professional training or experience.

Must possess top notch customer service skills and the ability to work with Audiences, Patrons, Artists and Clients in a gracious and respectful manner. The ability to problem solve under pressure and be able to clearly communicate instructions and needs.

Qualifications

Prior FOH experience a busy theatrical environment is preferred. The House Manager(s) will routinely be exposed to large crowds in an indoor capacity. Visual environment will include changes from high to low lighting levels frequently and quickly. Noise levels can range from high volume theatrical sound to very quiet, whisper levels. House Manager(s) must anticipate and be sensitive to all lighting & sound scenarios. House Manager(s) will be required to navigate all areas quickly, including stairs, slopes, elevators, hallways, and lobbies.

Skills

Availability to work a varied schedule including daytime, evenings, weekends, holidays as performance and event schedule requires.

Benefits

We encourage all applicants with a unique perspective to apply, including Students, Artists, Working Professionals, Career Changers and so forth.

We are committed to diversity in all areas both on stage and in Guest Services.

Ability to stand/walk for long periods of time.

Pay

$7.25 - $18.75 Hourly Rate

Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, and in alignment with salary ranges based on external market data for the job’s level.

Internal organization and peer data at Penn are also considered.

Equal Opportunity Statement

The University of Pennsylvania is an equal opportunity employer. Candidates are considered for employment without regard to race, color, sex, sexual orientation, religion, creed, national origin (including shared ancestry or ethnic characteristics), citizenship status, age, disability, veteran status or any class protected under applicable federal, state or local law.