Patron Services Manager, Theatre Operations (House Manager)

Patron Services Manager, Theatre Operations (House Manager) The Patron Services Manager, Theatre Operations (House Manager) leads front-of-house operations for performances, public programs and special events at the historic Ford's Theatre, helping create exceptional experiences where live theatre, history and Lincoln's legacy come together. Working in partnership with the Associate Director of Patron Services and the Patron Services Manager, Museum Operations, this position provides day-to-day operational leadership, serves as House Manager for assigned performances and special events and collaborates across departments to anticipate challenges, solve problems proactively and adapt confidently to changing priorities. The successful candidate is an experienced leader and communicator who remains calm under pressure, exercises sound judgment and thrives in a fast-paced, public-facing environment. This position also develops a strong understanding of museum and visitor operations to provide seamless cross-functional support and ensure continuity of service. Because this role is essential to the guest experience, it requires full-time, on-site work, including evenings, weekends and holidays and is not eligible for remote or hybrid work. Theatre Operations Provide leadership for front-of-house theatre operations by ensuring performances, public programs and special events are prepared, coordinated and supported with the people, information and resources needed to deliver consistent, high-quality guest service. Establish and reinforce consistent House Management practices by providing colleagues and Patron Services Associates with the guidance and support needed for successful front-of-house operations and by modeling those standards while serving as House Manager for assigned events. Ensure the theatre and other public spaces are ready for audiences and visitors by reviewing appearance and cleanliness, equipment readiness, accessibility resources and patron-facing communications and by identifying and reporting urgent facility concerns. Coordinate with Box Office, Stage Management, Production and other internal partners to support audience flow, accurate patron seating, accessibility accommodations, timely performance starts and pre- and post-show activities in the theatre, lobby and ancillary spaces. Exercise sound judgment during live events to resolve patron concerns, address late seating and audience disruptions, uphold health and safety protocols and implement emergency procedures as needed. Ensure accurate completion and timely distribution of Front-of-House Reports for performances, public programs and special events in order to document key event details, staffing information, facility concerns and operational issues requiring follow-up. Support positive volunteer engagement by communicating front-of-house needs, helping ensure appropriate volunteer coverage and delivering pre-show briefings on show details, venue policies and operational updates. Museum and Visitor Operations Support continuity of service across daily visitation and museum operations by providing flexible coverage, floor leadership and cross-functional support as needed. Collaborate with Patron Services colleagues to support consistent coverage during public hours, staff absences, special events and other operational needs. Serve as Manager on Duty for assigned visitation shifts, maintaining a visible and responsive supervisory presence by providing direction and support to Patron Services Associates and assisting with site questions, wayfinding, visitor engagement and issue resolution as needed. Respond quickly and appropriately to on-site operational issues and emergency situations, communicating actions taken, outcomes and next steps to appropriate colleagues. Support consistent daily visitation operations by maintaining accurate shift records, communicating relevant site conditions and staffing information and helping manage routine visitor services processes. Team Leadership and Collaboration Strengthen the Patron Services team by providing clear supervision, collaborative leadership and practical support to help staff succeed in a high-volume, public-facing environment. Supervise Patron Services Associates by providing clear direction, coaching and support to promote consistent service, accountability and professionalism. Support recruitment, hiring, onboarding, training and evaluation processes for Patron Services Associates in collaboration with the Associate Director and Human Resources. Foster an inclusive, respectful and solutions-oriented team environment that encourages strong communication, cooperation and shared responsibility across the department. Work collaboratively across departments to address patron concerns, support accessibility and inclusion efforts and contribute to a welcoming and meaningful visitor experience. The position also performs other duties as assigned. Qualifications Knowledge, Skills and Abilities Strong leadership, communication, organizational and problem-solving skills, including comfort speaking to groups and exercising sound judgment in a high-volume, dynamic visitor environment. Excellent customer service skills and a demonstrated commitment to providing a welcoming, respectful and accessible experience for audiences and visitors. Demonstrated composure under pressure, with the ability to resolve patron concerns and respond professionally to operational issues and emergency situations. Collaborative and adaptable approach to working across departments, balancing multiple priorities and responding to changing operational needs. Proficiency with Microsoft Office programs and general workplace technology, and a willingness to learn Tessitura and other systems used by Ford's Theatre. Availability to work a full-time, on-site schedule that includes evenings, weekends and holidays, with the stamina to stand and move throughout public spaces for extended periods. Standard First Aid, CPR and AED certification required; training will be arranged upon hire if the successful candidate does not already hold current certification. Experience At least two years of experience in customer service or guest relations, preferably in a performing arts, museum, cultural or high-volume visitor environment. Supervisory or team leadership experience, including the ability to provide clear direction, coaching and support to front-line staff. Experience serving as a House Manager, Assistant House Manager, front-of-house supervisor or similar audience services role in a live performance or cultural setting strongly preferred. Familiarity with accessibility accommodations, audience services best practices, live theatre, American history, Abraham Lincoln or mission-driven cultural organizations preferred. Approximately $47,500-$50,000 annually Ford's offers a dynamic working environment steeped in culture and history along with a robust benefits package including highly subsidized health insurance, 401(k) contributions and generous paid leave policies. Ford's is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, national origin, sex, gender identity or expression, family status, sexual orientation, disability, age, neurodiversity, veteran status or any other characteristic protected by law. #J-18808-Ljbffr Ford's