House Manager

Job Description

Job Description

Description:

The House Manager serves as the on-site leader of front of house operations and patron experience, reporting directly to Shane Oliver. This role combines operational management, guest hospitality, and staff leadership to ensure exceptional patron experiences before, during, and after performances. The House Manager oversees volunteer ushers, provides active floor leadership during performances, manages bar operations compliance, and serves as the on-site authority in emergency situations. This position is ideal for a customer-service-focused professional with leadership capability, strong problem-solving skills, and a passion for delivering excellence in a live theater environment.

CORE RESPONSIBILITIES

Patron Experience and Front of House Operations

- Ensure the highest level of customer service for all patrons before, during, and after performances

- Manage all front of house operations, including pre-show, performance, and post-show periods

- Greet and seat audience members, including offering special assistance to patrons with disabilities

- Address on-site patron concerns, questions, and problems in a timely and professional manner

- Manage ticket scanners each night

- Adhere to performance schedule timelines and communicate with stage management and box office throughout each event

- Create and submit front of house reports after each performance

- Act as the on-site authority in the event of an emergency; manage emergency protocol and training for all front of house staff

Usher Management and Training

- Assist the Senior Manager of Patron Services in managing and training volunteer ushers

- Provide guidance and oversight to ensure ushers deliver consistent, high-quality guest service

Bar Operations and Alcohol Compliance

- Ensure full compliance with all local and state alcohol service regulations

- Complete and maintain Responsible Beverage Service (RBS) Certification from the California Department of Alcoholic Beverage Control (ABC)

- Provide active floor leadership during performances by supervising bartenders, resolving operational issues, maintaining service excellence, and ensuring compliance with venue policies and safety standards

Box Office Support

- Support box office operations with patron inquiries and related administrative tasks, consistent with box office staff responsibilities

- Communicate regularly with the Senior Patron Services Manager to ensure accurate and complete information is shared with ushers and patrons

- Assist with general clerical duties, including cash management as needed

Events and Member Services

- Support patron and usher social events to enhance the patron experience and strengthen community engagement

- Assist the Development and Marketing Manager with special events

- Perform other duties as assigned to support the needs of the department and the organization

ADDITIONAL DUTIES

Perform other related duties as assigned, consistent with the scope and responsibilities of this role.

MINIMUM QUALIFICATIONS AND COMPETENCIES

Education/Experience

Previous experience in customer service and front of house operations is required. Previous management experience is preferred. Excellent communication skills, both written and verbal, are essential. Ability to work evenings and weekends is required.

Key Skills and Competencies

- Team leadership and supervision

- Volunteer management

- Staff training and development

- Delegation and oversight

- Performance accountability

- Decision-making under pressure

- Exceptional customer service

- Hospitality and guest experience management

- Conflict resolution

- Service recovery

- Accessibility awareness and assisting patrons with disabilities

- Front-of-house operations management

- Event and performance coordination

- Schedule and timeline management

- Process management

- Report writing and documentation

PHYSICAL REQUIREMENTS and WORK ENVIRONMENT

This position requires regular movement throughout the facility, including accessing multiple levels. The position may involve:

- Standing for extended periods

- Walking up and down stairs (no elevator access to mezzanine level)

- Occasionally lifting and/or moving up to 15 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPLIANCE and WORKPLACE STANDARDS

- This position is classified as non-exempt and eligible for overtime in accordance with California law

- Work schedules will include evenings and weekends during performance season

- Work schedules will comply with California meal and rest break requirements

- Employees are required to follow all workplace safety policies and procedures

- This is a people leader position with supervisory responsibility for volunteer ushers and bar staff

EQUAL OPPORTUNITY STATEMENT

Laguna Playhouse is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and prohibit discrimination and harassment of any kind based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status under applicable law.