Front Of House Manager

Reports to: Assistant General Manager
Department: Front of House
Salary: $70,000 – $80,000
Work Location: Paramount Theatre, Oakland

Position Summary
The Front of House Manager leads by example and is responsible for ensuring Front of House staff and volunteers work toward achieving goals and objectives consistent with the Paramount Theatre promise, “ALWAYS THE BEST SHOW IN TOWN.” The Front of House Manager supports all guests attending events, providing a consistent level of superior service that enhances their entertainment experience. The Front of House Manager is an ambassador Paramount Theatre Values (Honor, Accountability, Humility, and Legacy) and is an active mentor for direct reports. An ideal candidate will possess a demonstrated knowledge of front of house and guest experience management for events and a commitment to continuous learning and development.

This is a full-time event driven position. Hours will include evenings and weekends based on the Theatre’s calendar of events. Minimum working hours are 40 per week.

Primary Duties and Responsibilities, include, but not limited to:
• Upholds the Paramount Theatre Values, leading by example: Honor, Accountability, Humility, Legacy
• Knowledgeable about the Paramount Theatre (its history, programming, mission, and layout) and furnish guests with the information they need to give them a positive experience
• Create policies and practices to define workplace culture and standards of customer service for guest experience team in keeping with Paramount Theatre values and service standards for the guest experience.
• Supervise, guide and direct scheduled front of house staff and volunteers for events
• Perform all management duties related to employees and volunteers including, but not limited to; hiring, training, planning, developing operational policies and best practices.
• Effectively coordinate event logistics by serving as house manager, in cooperation with Paramount Theatre and event staff
• Serve as point of contact for guest complaints, comments, and questions during events
• Respond and resolve emergencies or urgent situations, in cooperation with Paramount Theatre staff and in coordination with policies and procedures
• Responsible for Paramount Theatre guest accessibility compliance by partnering with the Box Office Manager and Theatre Operations Manager
• Create, implement and maintain an effective recruitment and training program for the front of house team including onboarding and orientation for staff, tour docents, and volunteer roles
• Support public and private tours, including training and scheduling docents
• Develop and maintain guest experience operations guide and relevant materials
• Communicate team standards and policies related to employees, guests, vendors, and clients to ensure a consistent and high-quality experience during performances, events, and tours
• Identify methods to measure effectiveness of procedures to ensure ongoing success and team accountability
• Partner with all departments and employees to develop and maintain favorable working relationships and open communication
• Other duties as assigned
Education/Licensing and Work Experience:
• Bachelor’s degree preferred AND
• Minimum of two (2) years of experience in Event Management, preferably in a performing arts venue with 2500 seating capacity or similar venue and capacity preferred.

OR

• Any combination of education and experience that provides the necessary knowledge, skills, and abilities to perform the duties and responsibilities.
• Possess or obtain Trained Crowd Manager or similar industry certification or training within three months of hire.

Knowledge, Skills, and Abilities:
• Proven event-based real-time situational awareness and an understanding of how various departments’ roles affect the optimal guest experience, and the presence of mind to preemptively direct staff to avoid potential problems or minimize undesirable impacts.
• Essential for this position is the implementation of exceptional guest service and a commitment to high standards of customer care.
• Available to work evenings, weekends, and holidays.
• Intermediate level user of Microsoft Office Product Suite
• Prior management of union, non-union, and volunteer staff including hiring, training, handling performance issues, and employee record keeping preferred.
• Ability to manage staff in accordance with applicable Theatre and collective bargaining agreement policies and procedures and best practices.
• Administer established policies and procedures while also exercising judgment in the event circumstances require a deviation from policy (i.e. for safety purposes).
• Team oriented work style: supporting team goals, developing team strengths, and improving team weaknesses.
• Excellent written and verbal communication skills.
• Must have problem solving abilities, be self-motivated, organized, and prioritize tasks.
• Experience using web-based employee and/or volunteer scheduling software.
• Ability to transport up to 25 pounds regularly.
• Ability to ascend/descend stairs to reach different areas of the theatre, in support of audience and event needs.
• Must be able to traverse the building and maintain stationary positions, in support of audience and event needs.