Herbst Theatre & Wilsey Center Front of House Manager

ORGANIZATION:
Unifying Artistic Experiences. Interculturalism. Service.

The San Francisco War Memorial & Performing Arts Center is a nationally renowned performing arts and cultural complex located in the heart of San Francisco’s Civic Center. The San Francisco Performing Arts Center Foundation is an independent 501(c)(3) nonprofit that supports the operation, maintenance, and development of the War Memorial & Performing Arts Center buildings. As a nonprofit organization, we are committed to fostering a community of innovative, diverse artists from across the region.

The Veterans Building is part of the War Memorial & Performing Arts Center, owned and operated by the City and County of San Francisco, under management of the War Memorial department. The Veterans Building houses multiple performing arts and event spaces, serving as an anchor to the vibrant Civic Center Performing Arts District, which draws millions of people annually to experience art, music, education, shopping, and dining, seven days a week. Our spaces include the Herbst Theatre, the Green Room, the Wilsey Center for Opera, the San Francisco Arts Commission Gallery, and a large public lobby and café. We are seeking a creative, organized, and charismatic Herbst Theatre & Wilsey Center Front of House Manager to join us in creating uplifting and unifying artistic experiences.

POSITION SUMMARY:
The seasonal full-time Herbst Theatre & Wilsey Center Front of House Manager is a service-driven leader responsible for creating an accessible, safe, and welcoming environment for all patrons, artists, and guests. This role leads front-of-house operations and services for the Herbst Theatre and Wilsey Center, upholding War Memorial operational guidelines and mission while remaining responsive to the specific needs of each event and community partner.

Reporting directly to the War Memorial’s Assistant Managing Director, the Front of House Manager is responsible for front-of-house administration, including recruiting, scheduling, training, and supervising front-of-house employees. This role works closely with the War Memorial’s Booking Managers, Technical Coordinators, and designated licensee representatives, and requires excellent cultural competency, communication, and relationship-building skills. Are you a proactive, solution-oriented, people person? Then this may be the role for you.

KEY RESPONSIBILITIES:
Team Leadership and Department Management
1) Under the direction of the Assistant Managing Director, lead the recruitment cycle for all part-time front-of-house staff, including Ticket Takers, Ushers, Event Managers, and occasional volunteers. Collaborate with the Assistant Managing Director to identify staffing needs, design effective workflows, source candidates, conduct screenings, and onboard new team members.
2) In collaboration with the Foundation Human Resources Consultant, provide effective performance management of all front-of-house staff. Responsibilities include goal setting, feedback, staff development, corrective action, performance appraisals, effective documentation, and recognition.
3) Foster a collaborative, inclusive, service-oriented culture in front-of-house. Lead through example, coaching and empowering staff to create a welcoming, safe, and transformative environment for patrons, licensees, and artists. Provide front-of-house staff the tools, direction, and encouragement to thrive in their roles.
4) Assist in the creation and maintenance of front-of-house manuals, training guides, policies, and procedural documents. Review relevant documents with all staff, ensuring understanding and team alignment.
5) Design and implement an annual training plan for front-of-house staff, in compliance with federal, state, and local labor laws. Ensure staff are current with HR Compliance Training, including but not limited to Workplace Violence Prevention, Sexual Harassment Prevention,California Occupational Safety and Health Administration (Cal/OSHA) Safety Trainings,De-esclation, and emergency evacuation.
6) Identify, train, and mentor a second who can serve as the acting House Manager when the Front of House Manager is absent, assuring a seamless continuation of leadership and customer service.
7) Prepare and submit accurate payroll documentation and ensure staff are provided uninterrupted meal and rest breaks.

Event and Performance Operations
1) Partner with the booking team to ensure events are appropriately staffed and executed consistent with licensee agreements and event specifications. Organize work schedules for front-of-house staff and ensure all shifts are adequately filled.
2) Serve as the primary liaison between front-of-house and technical, engineering, custodial, security, concessions, and box office staff for all event-related communication and support. Coordinate with event staff in other Foundation spaces during concurrent activities to minimize noise bleed and ensure smooth event operations. Monitor and respond to emails, phone calls, and messages from Foundation staff within 24-hours.
3) Manage Americans with Disability Act (ADA) requests during events, including ensuring accessible pathways are maintained, providing venue accommodations and resources, maintaining assistive listening devices, and coordinating wheelchair seat pulls with box office and technical staff.
4) Ensure public areas are performance ready. Monitor cleanliness, lobby presentation, and proper placement of signage, including lobby displays, handouts, and programs.
5) Support pre-and-post show events, as needed.
6) Provide continual guidance and orientation for front-of-house staff, licensee representatives, and volunteers. Ensure concerns are resolved courteously and effectively, including concerns regarding seating, temperature, late arrivals, patron interactions, and the use of phones and recording devices.
7) Prepare and submit accurate house manager reports, attendance numbers, merchandise sales reports, and injury/ incident reports to Booking Managers, using Microsoft Suite, Adobe Acrobat (PDFs), and the calendaring system, Artifax.

General Administration
1) Serve as a member of the Emergency Response team; attend periodic meetings on emergency and security issues and participate in the development and implementation of emergency procedures and staff training.
2) Maintain adequate front-of-house equipment and supplies, including flashlights, batteries, badges, easels, tables, and skirting. Coordinate with the Director of Booking to place orders, as needed.
3) Attend meetings with the Booking team to ensure close coordination between venue operations and booking strategy, as needed.
4) All other duties as assigned.

QUALIFICATIONS:
Education and Experience
When reviewing applicants, the San Francisco Performing Arts Center Foundation will consider a combination of educational and professional work experience. Ideal candidates will demonstrate significant public-facing customer service experience and team management. Qualifications equivalent to:
Four (4) years of experience managing or supervising front-of-house operations, staff, or volunteers at a performing arts, hospitality, or event space; and

Qualifications and Competencies
1) Ability to work non-traditional hours, including evenings, weekends, and holidays as dictated by event schedules. Hours vary widely and may exceed 40 hours per week during peak periods.
2) Excellent customer service, interpersonal communication, and organizational skills.
3) Ability to use a computer and various software applications proficiently to prepare and submit payroll, correspondence, and reports.
4) Proficiency in Microsoft Suite, including Office, Word, and Excel. Experience with, or ability to learn, the calendar software system Artifax.
5) Ability to work independently with minimal supervision, display discretion and sound judgement within general policy guidelines, and meet deadlines.
6) Excellent verbal and written communication skills, including a high degree of emotional intelligence, clarity, and professionalism with the ability to solve time-sensitive problems under pressure.
7) Experience with ticketing and access control technology, ability to learn new technology and software quickly.
8) Experience with CPR, First Aid, and AED, preferred.
9) Knowledge of best practices in crowd control management and admission/ticket scanning, preferred.

Physical Requirements
1) Ability to stand and walk for extended periods.
2) Ability to walk up and down stairs.
3) Ability to frequently navigate low-light settings.
4) Ability to frequently lift, carry, push, or pull objects that weigh up to 30 pounds. Role assists with manual front-of-house setups and breakdowns, such as moving tables and chairs.
5) Ability to frequently use a walkie-talkie radio, telephone, and computer.

COMPENSATION AND BENEFITS:
The budgeted salary for this position is $72,000 per annum.
Competitive benefits package including medical, dental, and vision coverage; paid time off.

APPLICATION PROCESS:
Position available immediately. Email submissions only. Please submit a cover letter and résumé to jobs@sfwarmemorial.org with “Front-of-House Manager” in the subject line. The San Francisco Performing Arts Center Foundation is a diverse organization and actively encourages people from a variety of backgrounds with different experiences, perspectives, skills, and lived experiences to join our team.
The San Francisco Performing Arts Center Foundation will contact candidates of interest. Please, no calls or faxes. Applicants may be required to submit verification of qualifying experience and education. Only complete submissions will be considered.

The job duties listed above are typical examples of work performed by this role and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on performance or event needs without changing the general nature and scope of the job or level of responsibility.

The San Francisco Performing Arts Center Foundation will provide reasonable accommodations to applicants and employees with disabilities. Applicants requiring a reasonable accommodation for any part of the application or hiring process should contact jobs@sfwarmemorial.org.

The San Francisco Performing Arts Center Foundation is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

ADDITIONAL INFORMATION:
1) The Herbst Theatre & Wilsey Center Front of House Manager is an at-will position, meaning employment may be terminated by either the employee or the San Francisco Performing Arts Center Foundation at any time, with or without cause or notice, subject to applicable law.
2) Applicants must be currently authorized to work in the United States on a full-time basis.