Front of House Representative II or Front of House Lead (DOE)

Front of House Representative II or Front of House Lead

Supports and/or leads front-of-house ("FOH") operations with event-night house management, volunteer supervision, administrative tasks, event security, and on-site logistics. Front of House Lead may act as House Manager for events in the absence of the Front of House Supervisor and Front of House Coordinator.

Position assists with management and supervision of volunteer ushers. The Front of House Lead also supervises Front of House Representatives when acting as House Manager. Position receives direct supervision from the Front of House Supervisor and Front of House Coordinator. The Front of House Representative also receives direct supervision from the Front of House Lead when applicable.

Responsibilities across both roles:

Customer Service - Provides exceptional customer service to patrons, clients, artists, and volunteers. Assists with and/or leads patron seating and supports the timely start of programs. Assists patrons and/or volunteers with varying needs or disabilities in a respectful and professional manner. Responds to patron and client concerns utilizing appropriate customer service and de-escalation techniques when necessary.

Operations - Supports and/or leads Front of House operations during performances, events, and rentals. Assists with and/or coordinates event details and communications with relevant Wheeler departments, including Box Office, Production, and Building. Assists with and/or oversees merchandise sales and reconciliation activities as assigned. Supports and/or supervises volunteer operations and event-related activities.

On-Site Logistics - Assists with and/or leads event set-up, strike, and clean-up activities. Utilizes ticket scanning equipment and assists with and/or leads troubleshooting efforts. Uses radio communications effectively and professionally. Supports and/or leads public safety, emergency evacuation procedures, medical response, and security-related needs. Performs and/or oversees basic venue maintenance in public areas, including light cleaning, waste removal, and maintaining guest-facing spaces.

Administration - Assists with and/or completes departmental administrative tasks and operational support activities. Assists with and/or completes event documentation, reporting, volunteer communications, scheduling, and related administrative activities.

City Organizational Values - Supports and models the City of Aspen organizational values: Service, Partnership, Stewardship, and Innovation. Organizational values are shared principles that guide behavior across the organization. This position is responsible for upholding and applying these values while performing daily work functions.

Other duties as assigned

Core competencies:

Service - Provides service with excellence, humility, integrity, and respect in daily work, builds trust by listening, treats people with respect, acknowledges opportunities for improvement, and follows through with commitments.

Partnership - Actively creates strong, supportive internal and external relationships to attain a common goal and achieve greater impact together.

Stewardship - Balances social, environmental, and financial responsibilities, evaluating the impact of decision making on a thriving future for all.

Innovation - Develops technical expertise to pursue new ideas and creative outcomes, grounded in Aspen's unique culture, opportunities, and challenges.

Communication - Knowledge of effective and appropriate communication. Ability to use knowledge effectively in various contexts which may require oral, written, visual, and non-verbal communication.

Interpersonal - Works to develop strength in interpersonal skills. Has the ability to work well with diverse groups of people, both inside and outside the organization.

Minimum requirements:

Education: High School Diploma or GED equivalent.

Experience:

• Front of House Representative II: One (1) or more years' experience in crowd management, customer service, security, hospitality, or related work with a performing arts organization
• Front of House Lead: Three (3) or more years of progressively responsible experience in front of house management, crowd management, customer service, security, hospitality, or related work with a performing arts organization or live entertainment venue.

Technical Knowledge: Must be technologically proficient with communications platforms and comfortable with various equipment.

Licenses & Certifications: When a driver's license or commercial driver's license is required for the position, must possess a valid Colorado Driver's License or be able to obtain one within 30 days of start date.

Position Type and Work Hours:

• Intermittent part-time, less than 29-hour work week, Monday through Sunday. Hours and days will vary depending on production schedule.
• Evenings/Weekends/Holidays will be required as schedule dictates.

Work Environment:

• Indoors: Performing arts center environment, including a regular need to climb stairs, have exposure to noise and vibration, and possibly stand for extended hours in darkness or limited lighting.
• Outdoors/Off-Site: Meetings, trainings, and conferences at a variety of city facilities and areas.

Physical Demands Balancing, Bending, Carrying, Crouching, Climbing, Eye/Hand/Foot Coordination, Gripping/Grasping, Handling, Hearing, Kneeling, Lifting, Pushing/Pulling, Reaching, Repetitive Motions, Sitting, Standing, Stooping, Talking, Visual Acuity, Walking

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.