House Manager (part time)

About the role

The House Managers purpose is to positively impact the guest experience at San Diego Theatres venues through effective management and efficient execution. They supervise the Front of House staff and the Ambassador Corps during events. They prepare the front of house for arrival of guests according to the event plans and needs, and manage the event until its conclusion. The House Manager is a welcoming presence for staff, guests and clients, providing directions, responding to guest and client concerns, and patrolling the facilities. They create a friendly, helpful, positive and professional environment for clients, guests, and staff.

Responsibilities

• Maintain a positive attitude and an open mind. Strive to create an atmosphere of cooperation, engagement, and respect.
• Continuously develop personal understanding of SDT Mission, Vision and Values Statements, and effectively communicate their practice and application to Front of House Staff.
• Continuously develop personal proficiency in SDT corporate and Front of House policies and procedures, and effectively communicate their practice and application to Front of House Staff.
• Provide onsite event management of the Front of House Staff. Collaborate with Ticketing, Production, Public Safety, and Food and Beverage divisions to provide guests a first-rate entertainment experience.
• Assigns positions for Front of House Staff according to scheduling and attendance.
• Prepare and deliver a clear and coherent brief to present necessary show information to the Front of House Staff.
• Cover walkthroughs on the day of events to verify venue preparation as designated by the event or instructed by Manager on Duty. Lead collaboration with other departments to complete any setups necessary.
• Liaise with public and private event clients to ensure that front-of-house requirements are met.
• Responsible for creating a welcoming and inclusive atmosphere for our diverse team of Front of House Staff.
• Coordinate guest ingress and egress procedures, and safety and security measures with Public Safety.
• Compile and complete all necessary documents related to the management and settlement of an event as determined by SDT practices and protocols.
• Develop and coach Front of House Staff to ensure the optimal performance and alignment with San Diego Theatres service standards.
• Absorb and assist with staff uniform inventory and distribution.
• Collaborate with Front of House Operations team to develop staff training programs, focused on service and employee engagement.
• Collaborate with the Assistant Director of Operations and Volunteer Coordinator on departmental digital organization, leveraging technology to increase the Front of House divisions effectiveness in communicating information to staff.
• Partner with Event Operations management to facilitate organizational planning and project management.
• Absorb and assist in carrying out policies, procedures and guidelines and promptly advise Assistant Director of Operations of concerns, conflicts or inappropriate actions.
• Complete other duties as assigned.

Requirements

• Strong interpersonal skills, with the ability to diplomatically and tactfully resolve difficult and sensitive situations.
• Possess exceptional ethics, honesty, and integrity as well as complete respect for confidentiality and the appropriateness of communication.
• Ability to speak effectively before groups of customers or employees of organization.
• Availability to work day, evening or shifts including weekends and holidays, up to 30 hours a week.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Ability to climb steps repeatedly
• Ability to descend/ascend ramps and inclines/declines
• Ability to stand for long periods of time.
• Work in a fast-paced, busy environment with environmental conditions such as noise, heights, dark/dim/absence of lighting.
• Ability to bend, stretch, reach and kneel without restriction.
• Ability to hold 25lbs.

Qualifications

• High school diploma or general education degree (GED); or three years of related experience and/or training; or equivalent combination of education and experience.
• Three (3) years relevant experience in customer service and personnel management.

Language Skills

• Ability communicate concisely and understandably in the English language. Bilingual (all languages) a plus.
• Ability to speak effectively before groups of patrons or employees of organization.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Supervisory Responsibilities

This job supervises the Chief Usher and a team of Guest Services Staff during events. Under the direction of the Event Patron Services Director, the House Manager leads the assigned Guest Services staff as a whole, enabling within this team a sense of belonging and ownership through communication and positivity.

Physical Requirements

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Ability to climb steps repeatedly
• Ability to descend/ascend ramps and inclines/declines
• Ability to stand for long periods of time.
• Work in a fast-paced, busy environment with environmental conditions such as noise, heights, dark/dim/absence of lighting.
• Ability to bend, stretch, reach and kneel without restriction.
• Ability to hold 25lbs.