POSITION: Senior Manager - Front of House
DEPARTMENT: Patron Services / Front of House
CLASSIFICATION: Full-time/ Salaried / Exempt
SUPERVISOR: Director of Patron Services
OVERVIEW
Founded in 1947 by Nina Vance, the Alley Theatre is a pioneer of regional theatre, and one of the leading nonprofit theatre companies in the United States. The Alley has been awarded the prestigious Regional Theatre Tony Award® and the Texas Medal of Arts Award. The Alley has transferred productions to Broadway, Off-Broadway, major European Festivals, and to 40 American cities. Unique among regional theatres, the Alley is committed to maintaining a Resident Acting Company and providing them work year-round. Nationally recognized directors, actors, playwrights, and designers from across the country have regularly joined the Resident Acting Company.
Rob Melrose, Artistic Director at the Alley, took over as artistic leader of the organization in 2019. His vision for the future of the Alley is both thrilling and ambitious. His strategic goals include upholding the Alley’s artistic excellence, keeping longtime Alley Theatre devotees eager to return each season, creating productions and cultivating new audiences.
Rob Melrose, Managing Director Dean Gladden and the Alley’s leadership team are committed to fostering an environment where everyone is encouraged to bring their authentic selves.
JOB STATEMENT:
The Senior Manager – Front of House is responsible for leading a team to ensure an efficient, smooth, welcoming, and patron-centric experience for all Alley patrons.
ACCOUNTABILITIES:
- Creating Patron-centric FOH Team.
- Hire, train, build House Manager and Volunteer Manager team which can effectively implement the front-of-house policies and procedures, always prioritizing a patron-centric focus.
- Performance Management & Preparation
- Act as Manager on Duty for specified performances (opening night, etc.)
- Coordinating patron experience
- Oversee placement of lobby displays
- Attend production meetings.
- Create and manage inserts for any cast changes.
- Schedule House Managers
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- Payroll, departmental trainings, scheduling, top of shift meetings
- Create training for House Managers so that they are completely comfortable and knowledgeable about the scanners, issuing house reports, emergency procedures related to evacuation and patron medical emergencies, and training ushers in accordance with our policies and procedures.
- Preparation for Special Services/ADA
- Communicate with vendors and internal departments.
- Maintaining knowledge and best practices for applicable constituencies
- Keep Red Cross First Aid training current
- Assist in Patron Services (Guest Services and FOH) coordination
- Provide productive relationship to help ensure a holistic patron experience
- Provide Exceptional Experience for Special Events/Rentals
- Ensure highest level of visitor/vendor experience
- Develop Audience Experience Feedback
- Coordinate audience surveys and analyze/present data so that it can be acted on by FOH and Marketing.
- Working with the Director of Patron Services and Chief Marketing Officer, create front of house policies and procedures and build training programs for House Manager and volunteer staff to elevate our audience members’ service and experience.
- Supervises the Volunteer Manager to implement training programs and develop an effective scheduling process for volunteer ushers that provides superior customer service for our patrons.
- Act as Manager on Duty for the front of house and directly oversee other House Managers to ensure that they are training ushers according to our program
- Additional duties as assigned
In addition to the duties listed above, the Alley Theatre expects the following of each employee: adheres to theatre’s policies and procedures; works in a safe manner; performs duties as workload necessitates; maintains a positive and respectful attitude; communicates regularly with supervisor about department issues; demonstrates efficient time management and prioritizes workload; demonstrates regular and consistent attendance and punctuality; meets department productivity standards; participates in Alley Theatre events as needed or required; and completes other duties as assigned.
