TimeLine Theatre Front of House Manager

To read the full job description and for instructions to apply: CLICK HERE

About the Position

If you are hired as the Front of House Manager at TimeLine Theatre, you will enjoy a part-time (20—29 hours/week), non-exempt, hourly schedule. While working our performance schedule (shows are usually Wednesday through Sunday—so evening and weekend availability is a must), you will be responsible for providing excellent customer service to our patrons in person as a House Manager or a Box Office Lead and supervising 1-2 members of the Front of House team.

The Front of House Manager will also have paid opportunities to grow an arts administrator and to learn about TimeLine as a whole with hours dedicated to professional development and all-staff meetings. You will report directly to the Audience Services Manager, but will work intimately with many other departments of TimeLine.

Responsibilities/Duties

Customer Service

• At a typical performance, the Front of House Manager will be the Manager-on-Duty in either a Box Office Lead or House Management role and work alongside members of the Front of House team to provide a consistent, friendly, and welcoming experience to all patrons
• Resolves high-level patron issues/complaints in the moment
• Works with Audience Services Manager to maintain, improve, and enhance accessibility efforts of the organization—with particular attention to ADA guidelines and implementation
• Listens to patron issues and/or concerns and resolve them in a friendly and efficient manner
• Collaborates with Audience Services Manager and Audience Services Assistant to create and execute unique experiences for groups and special events

Front of House Operations

• Coordinates the smooth operation of the house before, during, and after performances and special events
• Orients and trains volunteer ushers, with an eye towards creating a consistently welcoming and inclusive environment
• Works with Audience Services Manager to hire, train, evaluate, schedule, and supervise the par-time Front of House staff
• Works with Audience Services Manager to establish and implement consistent Audience Services goals, values, standards, and mission
• Manages concessions budget, maintains inventory of all food, beverage, and merchandise and places orders when necessary—with the assistance of the Audience Services Manager
• Manages FOH supplies budget, maintains inventory of cleaning, First Aid, and general FOH upkeep supplies, including parking validations—with the assistance of the Audience Services Manager

Will Call Management

• Coordinates the smooth operation of will call and the Box Office before, during, and after performances and special events
• Establish strong working knowledge of TimeLine’s databases and develop, maintain, and use queries to pull lists for various administrative needs such as mailings, reporting and analysis
• Maintain a working knowledge of our single ticket and subscription pricing structures, and discounts—with an eye towards increasing the accessibility of tickets

Safety

• Collaborate with Stage Management and TimeLine’s COVID Compliance Cohort to ensure that TimeLine’s COVID protocols are being fulfilled
• Ensures the safety of patrons and staff through the enforcement of emergency procedures
• Maintains the cleanliness, accessibility, and safety of interior and exterior public spaces, which includes mopping, shoveling/icing sidewalks in the winter, etc.
• Works with Audience Services Manager and General Manager to maintain, improve, and enhance security and emergency procedures for the organization

Company Culture

• With the Audience Services Manager, provide leadership to the Front of House team
• Create an inclusive atmosphere through honest, clear communication with patrons, staff, and teammates
• Be knowledgeable about the company, our mission, values, current productions, current season, and upcoming events
• Works with Audience Services Manager and Director of Marketing and Communications to ensure consistency of TimeLine brand throughout all customer service interactions

Compensation

• Year-round, non-exempt, part-time hourly position
• $18 per hour
• Paid time off including vacation/sick time
• 20-29 hours/week during performance schedule

Qualifications/Skills

• Must be available to work evenings and weekends, in particular Wednesdays – Sundays, with occasional Tuesday performances
• Prior experience performing high volume customer service-related work
• Prior experience in supervision and/or people management
• Excellent interpersonal, written, and verbal communication skills
• Experience with cash management
• Must be computer proficient, especially with a PC, Microsoft Office, and Google Drive
• Some experience with database use and management, preferably a ticketing or donations-based system. Specific experience with PatronManager is a plus
• Experience working for a not-for-profit arts organization or in arts administration is a plus, but any customer service or teamwork experience is welcome!

Personal Characteristics

• You have demonstrated the ability to thrive and multi-task in a fast-paced, high energy, multicultural environment
• You enjoy assuming responsibility, and take initiative using good judgment and strong attention to detail
• You are a leader with a genuine desire to see your teammates achieve their potential and thrive
• You feel responsible for the environment around you and seek to improve it with every action
• You get energy from new perspectives
• You maintain a calm, professional demeanor in public-facing situations
• You can effectively identify and communicate issues or problems to your team
• You are punctual and have a strong track record of showing up
• You have a drive not just to complete your own projects and work, but also to participate in organization-wide collaboration. You are positive and forward-thinking.
  
  To read the full job description and for instructions to apply: CLICK HERE