Overview

Job Title: Front of House Manager
Department: Marketing/Communications
Reports to: Director, Patron Services
Status: Full-time, Exempt from overtime
Hours: Non-typical schedule, with high amount of evening/weekend work

Summary:
This position is responsible for all front of house aspects of the guest experience for Houston Symphony events while also supporting the operations of the Houston Symphony Store.

Essential Job Functions:
● Coordinate and manage front of house logistics at every Houston Symphony performance at Jones Hall and other venues where the Symphony performs or presents, including: lobby and Symphony Store set-up and take-down; Symphony signage; program magazine distribution; program inserts; pre- and post-concert receptions and events; and artist CD signings
● Uphold the Symphony’s standards for an exceptional patron experience at every Houston Symphony performance.
● Develop, recommend and compile a manual of processes and procedures for front-of-house management
● Serve on the Guest Experience Task Force, which integrates partner representatives from the City of Houston, food & beverage (Levy), ushers, and parking.
● Prior to all events, prepare and distribute Concert Information Sheets to all front of house personnel.
● Coordinate and engage the services of Five Star, a professional ushering company, for Houston Symphony events. Process Five Star invoices for Houston Symphony events.
● Support the logistics of the Symphony Store, to include: Receive and log/enter merchandise; schedule and organize resources for load-in and load-out of Store; work with Houston Symphony League Volunteer Coordinator to ensure that volunteers are scheduled and reminded about shifts; act as the on-site contact for technology issues at concerts; participate in regular Store meetings with marketing and finance staff; track inventory related to online merchandise sales and ensure delivery of items to the customer through the Patron Services Center or other office admin support
● At concerts, resolve Symphony guest issues in a friendly and professional manner, in coordination with the marketing duty person, Symphony duty manager, Houston First representative, ushers or box office.
● Liaise with Houston First event manager for all Jones Hall events.
● When required for events, liaise with and schedule Houston Police Department officers and EMT on duty. Process Houston Police Officers and EMT invoices for Houston Symphony events.
● Ensure that all professional and volunteer ushering staff are trained in each venue’s emergency procedures and exit patterns.
● In the event of an emergency or evacuation, coordinate all front of house personnel to ensure the safety of all patrons.
● Perform additional duties as required by the Houston Symphony Society.

Qualifications:
● Bachelor’s degree and/or relevant experience required.
● Availability for evening and weekend work is essential.
● A professional demeanor
● Experience in dealing with a wide variety of people in a multitude of situations in a polite yet direct fashion
● Excellent customer service focus
● Excellent organizational skills and attention to detail.
● Strong initiative and ability to work independently and as part of a team.
● Excellent interpersonal skills and diplomatic abilities.
● Knowledge of “Tessitura” ticketing system a plus.
● Knowledge of and interest in orchestral music a plus.
● Proficiency in Microsoft Word and Excel required
● Ability to lift and carry inventory and other objects up to 30 lbs.

The Houston Symphony is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, veteran status, or any other protected class.

About Houston Symphony

Founded in 1913, the Houston Symphony is one of America’s oldest performing arts organizations with a distinguished musical history. The Houston Symphony performs over 170 concerts for more than 350,000 people every year, featuring an innovative and broad spectrum of classical, popular, education and community-based symphonic programming.

The Houston Symphony is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, veteran status, or any other protected class.