House Manager (Part-time), Shepherd School of Music

About the Role

The House Manager plays a pivotal role in creating and delivering an exceptional on-site experience for patrons of the Shepherd School of Music. This position manages front-of-house operations for a robust calendar of orchestral, chamber, and opera performances, and is responsible for recruiting, scheduling, training, and managing payroll for a dedicated team of volunteers and student workers to serve as ushers and ticket scanners. The House Manager assists with rentals in SSoM spaces as venue/house support and special projects in areas of company management, such as hospitality and backline rental.

This position reports directly to the Director of Performance Operations for Music, working closely with the Manager of Schedule & Events, Production team, and the Patron Services team. The ideal candidate possesses outstanding customer service skills and the organizational agility to manage dynamic performance environments within a premier school of music that is part of a thriving academic community.

Responsibilities

Performance Operations

• Collaborates closely with Production and Stage Management to synchronize front-of-house readiness with backstage technical requirements, managing the "bridge" between patron arrival and the start of the performance.
• Works as an extension of the Marketing and Communications’ Patron Services team to ensure all touchpoints—from lobby activations and program distribution to usher interactions—reflect the Shepherd School’s brand and strategic messaging.
• Liaises with the Production/Stage Manager to make real-time decisions regarding concert starts, late seating, intermissions, and emergency response, balancing artistic needs with the patron experience.
• Works with the Patron Services Senior Manager to organize and oversee standby seating for sold-out events.
• Conducts pre-concert briefings with staff and ushers; ensures venue readiness, including ticket scanning logistics and the physical environment.
• Communicates patron feedback to Facilities staff related to temperature, plumbing, building access, and safety concerns. Supports and assists patrons with mobility concerns or other special needs.
• Manages FOH incident reporting, provides detailed feedback to both Production and Marketing (Patron Services) regarding audience flow and operational friction points.

Volunteer & Student Worker Management

• Recruits and trains a pool of volunteers and student workers, instilling a service culture that aligns with Rice University’s high standards for professional conduct.
• Trains and oversees ushers and ticket scanners, outlining duties, house rules, and service expectations, including scanning tickets, distributing programs and ADA services, greeting audiences, and addressing audience conflict or misconduct.
• Manages scheduling and assignments for student workers, and communicates shift assignments, schedule changes, attire expectations, and reminders to student workers in audience-facing positions.
• Identifies student workers who excel as ushers for development in elevated usher positions.
• Ensures all volunteers and student staff adhere to Rice Policy 831 regarding the stewardship of university property (scanners, furniture, supplies) and professional ethics.
• Maintains an accurate record of student worker shift attendance and hours worked to ensure prompt payment. Monitors and approves student worker payroll.

Rentals & Special Projects

• Maintains a staff presence in the building during low-impact rentals to monitor venue use, safety, and adherence to campus and school policies.
• Assists production staff with larger rentals that may involve receptions or secondary locations, or front-of-house support and supervision.
• In conjunction with the Director of Performance Operations, supports special projects and events, such as high-profile guest artists, world premieres, and collaborative workshops. This may include hospitality, backline, and company management duties.

Additional Duties

• Assists Box Office staff with ticketing as needed, and Marketing and Communications staff with administrative work during events.
• Additional duties as assigned to support the school’s fiscal and administrative stewardship.

Requirements

• Associate’s degree. In lieu of the education requirement, additional related experience, above and beyond what is required, on a year-for-year basis, may be substituted.
• Three or more (3+) years of experience in front-of-house management, box office management, or patron services for a performing arts organization or higher education institution.

Skills

• Strong customer service experience and a proven ability to meet performance standards.
• Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds.
• Strong critical thinking skills, demonstrated ability to independently manage and adjust priorities in a fast-paced performance environment.
• Ability to work independently as well as part of a team, with strong interpersonal skills and ability to work with a diverse group of students, patrons, vendors, and staff in an educational and performing arts community.
• Ability to train, supervise, and mentor others (e.g., student workers).
• Prioritizes safety by adhering to all university policies and procedures.
• Proficiency in Microsoft Office Suite and Google Suite.

Preferences

• Associate’s or Bachelor’s Degree in a Performing Arts-related field.
• Knowledge of Tessitura or other ticketing CRM databases.
• Experience using handheld ticket scanners.

Pay

This is a part-time, non-exempt (hourly) position eligible for overtime. The proposed salary is $22.35 - $25.69 per hour, depending on experience and skills.

Schedule

This position requires a flexible schedule, including evening and weekend hours to support music events and rentals. It maintains a baseline of 20 hours per week during the academic year; hours may exceed 20 during peak production and performance weeks, depending on the concert calendar. A complete schedule of required events and key dates will be provided at the start of each academic year/performance season for advanced planning.

Workplace Requirements

This position is exclusively on-site, necessitating all duties to be performed in person at the Shepherd School of Music. Per Rice policy 440, work arrangements may be subject to change.