House Manager

Job Details

House Manager

Posted Job Title
House Manager

Job Profile Title
Temporary Employee - Non-Exempt

Job Description Summary
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. House Managers perform 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.

Essential Duties:

• 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
• Coordinate with Artist's or Client's staff regarding merchandise sales and oversee merchandise reconciliation at end of event
• Remain aware of the theater audiences throughout event in order to respond appropriately and in a timely way to any issue or emergency that may arise
• Communicate with Production and/or Facilities staff to relay concerns relating to climate control, maintenance needs and safety concerns in venue
• Communicate 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.
• Other duties as assigned by Associate Director of Guest Services or Event Lead on duty

Education and Experience:
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. Prior FOH experience a busy theatrical environment is preferred.