Department: Audience Experience

Reporting to: Associate Director of Audience Services

Summary

The House Manager is a critical member of the Audience Experience team responsible for creating exceptional experiences for guests and team members at a multi-venue performing arts center. The House Manager plays a pivotal role in ensuring that every event runs smoothly, and guests leave with a positive impression. This role requires a highly organized, detail-oriented individual with excellent interpersonal and leadership skills.

Primary Responsibilities

• Supervise Usher staff and Assistant House Managers prior to and during events, providing direction, guidance, and issuing discipline as necessary
• Lead pre-event meetings to provide Ushers with relevant information relating to the day’s event(s)
• Report and manage an active uniform inventory for Usher staff
• Serve as the point of contact for front of house information and needs during an event
• Resolve audience issues, such as broken seats, double-booking, accommodating audience members with disabilities, etc.
• Serve as a liaison to the box office team and coordinate with them to resolve seating issues
• Communicate with the Production Manager to balance the needs of the production with the needs of the audience
• Communicate and coordinate with the Venue Manager to ensure housekeeping, concessions, and facilities requests are addressed
• Coordinate with Ops Support, Venue Managers, and Programming regarding merchandise sales, front of house policies, artist meet and greet procedures, etc. during events
• Generate and distribute performance reports to aid other teams in answering questions about the performances
• Accurately record in-depth and sensitive details of events in the Audience Experience “shift log”
• Relay emergency calls to security personnel and, in the event of an emergency, determine action to be taken, up to and including evacuation together with the security supervisor

Knowledge/Skills/Abilities

• Proven experience as a House Manager or similar leadership role in a performing arts center or related industry
• Excellent leadership, supervisory, and interpersonal skills
• Strong communication and problem-solving skills
• Ability to multitask and handle emergency situations with calm and confidence
• Knowledge of front of house operations and event management
• Ability to maintain accurate records and generate performance reports
• Familiarity with union policies and procedures is a plus.

Schedule

• This is an onsite role, working at our three historic venues on Avenue of the Arts (Academy of Music, Kimmel Center, Miller Theater).
• Schedules vary on a week-to-week basis, determined by event bookings.
• Shifts are primarily weekends and evenings.

Resume and cover letter are required when applying for this position.

The Philadelphia Orchestra and Kimmel Center, Inc. does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.