House Manager - Evenings & Weekends

Job Description

Job Description

Description:

Position Title : House Manager – Evenings & Weekends
Location: Pablo Center at the Confluence
Department : Guest Services
Reports To : Front of House Manager / Director of Business Operations

Position Summary :
The House Manager is the primary front-of-house leader for all staff during evening and weekend performances at the Pablo Center. This position oversees and supervises the front-of-house team, including bartenders, valet, ushers, box office staff, and custodial personnel, ensuring exceptional guest service and smooth operations throughout each event. As the "Manager on Duty" during showtimes, the House Manager takes charge of the venue, resolves issues promptly, and steps in to assist any front-of-house positions as needed. The ideal candidate will be an excellent communicator, strong leader, and able to handle cash and online transactions securely.

Key Responsibilities :

• Leadership and Supervision :
  • Manage and lead all front-of-house staff during events, including bartenders, valet attendants, ushers, box office team members, and custodians.
  • Ensure staff is performing their duties efficiently, professionally, and according to venue standards.
  • Provide guidance, support, and assistance to staff when needed, ensuring a positive and well-coordinated work environment.
• Guest Experience Management :
  • Ensure that every patron has a positive, welcoming experience from arrival to departure.
  • Address any guest concerns or complaints with professionalism and tact, resolving issues promptly and ensuring guest satisfaction.
  • Act as the primary point of contact for any customer service issues or incidents, ensuring they are managed in a timely and professional manner.
• Cash Handling and Transactions :
  • Oversee the handling of cash, credit card, and online transactions at all front-of-house stations, ensuring that financial procedures are followed accurately and securely.
  • Assist with cash handling and reconciliation at the end of events, ensuring accuracy and accountability.
• Event Coordination :
  • Ensure all front-of-house areas, including bars, lobby, seating areas, and restrooms, are fully prepared and functional prior to the start of each event.
  • Work with other departments, such as technical staff, to ensure seamless coordination between front-of-house and backstage operations.
  • Step in and assist with duties such as ushering, bartending, or customer service during peak times or if staff members require assistance.
• Health, Safety, and Compliance :
  • Ensure all front-of-house operations comply with health, safety, and fire regulations.
  • Coordinate emergency procedures, including evacuation protocols, if necessary.
  • Maintain a clean, safe, and organized environment for both guests and staff.
• Staff Scheduling and Training :
  • Assist in scheduling front-of-house staff and ensuring adequate coverage for each event.
  • Help train and onboard new staff members to ensure consistent, high-quality service.
  • Conduct pre-event briefings to ensure that all staff members are aware of their roles and any important event details.
• Problem Solving and Crisis Management :
  • Address any operational or customer service issues that arise during the event, working to resolve them efficiently and effectively.
  • Take appropriate actions in case of emergencies, ensuring the safety and security of all guests and staff.

Compensation :

• Competitive hourly wage based on experience.

Requirements:

Qualifications :

• Previous experience in a supervisory or managerial role in a customer service environment, preferably in a theater or event setting.
• Strong leadership and team management skills with the ability to motivate and guide a diverse group of staff.
• Exceptional communication skills, both verbal and written, with the ability to interact professionally with patrons, staff, and other stakeholders.
• Proven ability to handle cash and transactions with accuracy and integrity.
• Ability to work efficiently under pressure in a fast-paced environment, especially during busy events.
• Availability to work evenings and weekends, including late hours, to accommodate the show schedule.
• Knowledge of basic safety procedures and emergency protocols.
• A friendly, approachable, and professional demeanor with a strong commitment to customer service.

Working Conditions :

• This position is part-time and will primarily require evening and weekend availability to align with show schedules.
• The position requires standing for extended periods and the ability to move quickly between different front-of-house areas during events.