Reporting to: Associate Director of Audience Services

Department: Audience Experience

Summary:

The Assistant House Manager, in conjunction with the House Manager on duty, is responsible for the overall front of house event operations on a per-event basis in the Academy of Music, Miller Theater, and Kimmel Center for the Performing Arts. This includes overseeing Usher staff and providing them with event-related information, attending to guests needs, resolving problems as they arise, and ensuring all staff adhere to guidelines as outlined in our customer service initiatives. Performance Associates will be an on-site representative of the front of house operations team and will be a point of contact for artists’ teams and staff, providing information as requested and ensuring front of house needs are met.

Essential Functions:

• Create exceptional experiences for Audiences and team members
• Coordinate with House Manager to oversee Usher staff by providing direction, guidance, and issuing written discipline, as necessary
• Lead Usher meeting to provide Ushers with relevant information relating to the day’s event(s)
• Serve as a point of contact for front of house information and needs during an event
• Resolve Guest issues, such as broken seats, double-booking, accommodating Guests with disabilities, etc.
• Communicates with Production Manager to ensure needs of the production are balanced with the needs of guests (i.e. requesting a performance start a few minutes late to accommodate late-arriving guests)
• Communicates and coordinates with concessions staff to ensure event info (including timings) is relayed
• Communicates and coordinates with engineering staff to relay concerns relating to climate control, maintenance needs, safety concerns, etc.
• Communicates and coordinates with housekeeping staff to ensure venue is clean and stocked prior to, during, and after performances
• Act as a liaison to the box office team and coordinate with them to resolve seating issues
• Generate and distribute performance reports that will aid other teams in answering questions about the performances
• Record accurate in-depth and sensitive details of event, in Campus Experience “shift log”
• Relay emergency calls to Security so they may respond and assess quickly
• Determine action to be taken, in the event of an emergency, together with the Security Supervisor, up to and including evacuation
• Other duties as assigned

Education and Experience:

• High School diploma or equivalent required
• Excellent customer service skills
• Experience managing teams of 30 or more people
• Prior experience providing customer service in a busy theatrical environment
• Ability to deal with guests in a gracious, informed and respectful manner
• Excellent communication skills
• Ability to problem solve under pressure

Environment, Physical demands and other conditions:

• Availability to work a varied schedule including daytime, evenings, weekends, holidays as performance schedule requires.
• Ability to stand/walk for long periods of time up to four (4) hours

Working Conditions/Physical Demands

Routine for office environment.

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.