Front of House Supervisor

This is a seasonal, full-time position that runs annually from September through May.

General Summary
The Front of House (FOH) Supervisor is responsible for supervising the FOH team and ensuring  exceptional service  for Artis—Naples patrons during performances and events. This position provides leadership to ushers and volunteers while maintaining a safe, welcoming and efficient patron experience.

The FOH supervisor must be available to work a flexible schedule including days, evenings, weekends and holidays, based on performance and  events schedules. This role collaborates closely with all Artis—Naples departments and supports  a wide variety of events and performances across the cultural campus.

Supervises
Ushers
Volunteers

Essential Duties & Responsibilities (other duties may be assigned)
•    Assist with coordinating and delivering training for  usher team members to ensure compliance with Artis—Naples policies and procedures.
•    Supervise usher team members assigned to performances and events both on and off campus.
•    Supervise volunteers  during assigned shifts and assist with managing the Volunteer portal (Volgistics) as needed.
•    Prepare and distribute required reports accurately and in a timely manner.
•    Coordinate curtain calls and enforce the late seating procedures in collaboration with the Artistic Operations team.
•    Conduct pre-show briefings, including performance or event information,  assignments,  emergency procedures, show timings and late seating.
•    Collaborate with the Collier County Sheriff’s Office, Florida Highway Patrol, Security team and other emergency personnel during performances or events when present on campus.
•    Respond appropriately to patron medical incidents and assist with emergency response, crowd management and building  evacuations.
•    Assist Patron Services in resolving seating concerns and patron issues during performances.
•    Coordinate program distribution, including the placement of program inserts when necessary.
•    Ensure usher team members maintain proper uniforms and professional appearance standards. 
•    Serve as an usher when operational needs require. 
•    Coordinate merchandise and souvenir sales and prepare accurate and timely reports for House Manager review and approval.
•    Report facility, maintenance, safety and operational concerns promptly and coordinate solutions with appropriate departments. 
•    Assist with the review and revision of departmental documents, training materials and procedures.
•    Maintain current certification and required training, including CPR/AED, First Aid, Evacutrac Emergency Chair, Active Shooter Response and Fire Extinguisher.
•    Attend departmental and organizational meetings as required.
•    Observe safety hazards and submit work orders to the Manager or Security team as necessary.
•    Foster positive working relationships  and collaborate effectively and professionally with all Artis—Naples team members.
•    Enforce organizational policies, procedures and patron service standards.

QUALIFICATIONS
Education, Experience, Competencies and Core Values

Education/Experience 
•    High school diploma or GED required; Associate's degree preferred. 
•    Minimum of two years of supervisory experience in guest services, front of house operations, hospitality, performing arts, or a related field. 
•    Experience supervising staff and/or volunteers preferred. 
•    Experience working in a performing arts venue, theater, or similar customer-focused environment is preferred. 
•    Working knowledge of Microsoft Office (Word, Excel, Outlook). 
•    CPR/AED and First Aid certification preferred or ability to obtain within a designated timeframe. 

Competencies

To perform the job successfully, an individual should possess and demonstrate the following competencies: 
Analytical: Analyzes and interprets data and prepares accurate and insightful reports, statements, and projections. 
Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with sensitive topics.
Technical Skills: Has intermediate skill level in Microsoft Office Suite. 
Oral Communication: Speaks clearly, confidently and persuasively in positive or negative situations; listens and gets clarification; participates constructively and thoughtfully in meetings. Maintains poise under pressure.
Written Communication: Writes clearly and persuasively; presents information effectively.
Teamwork: Contributes to building a positive team spirit; puts the success of the team above own interests; builds morale and group commitment to goals and objectives; supports others’ efforts to succeed; fosters a cooperative work environment.
Quality Management: Improves and promotes quality; demonstrates accuracy and thoroughness. Demonstrates attention to detail, ability to multitask and commitment to meeting deadlines.
Cost Consciousness: Works within approved budgets; develops and implements cost-saving measures; contributes to positive revenue generation; conserves organizational resources.
Diversity: Shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce. 
Ethics: Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values. 
Schedule Flexibility and Reliability:  Maintain dependable attendance and punctuality while supporting operational scheduling needs.

Organizational Core Values

Collaborative: Work internally and externally to accomplish something together that we may not be able to accomplish separately to realize shared goals.
Transparency: Behave and communicate in a manner that exudes openness and honesty.
Excellence: A standard of performance that surpasses ordinary standards.
Accountability: The acceptance and assumption of responsibility for actions, decisions and results.
Patron-first: Place the patron at the center of our efforts.
Integrity: A commitment to the highest standards, values and principles through every action and decision.

Physical Demands
While performing the duties of this position, the employee is regularly required to use their hands to handle, feel and manipulate tools, equipment or other objects; reach with hands and arms; and communicate effectively in person and by telephone.
•    While performing the duties of this job, the employee is regularly required to use hands to finger, handle and feel tools or objects; reach with hands and arms; talk; and hear.
•    The employee is frequently required to stand and walk for extended periods of time.
•    The employee is required to sit, stoop, kneel, crouch or crawl. The employee will frequently lift and move up to fifty pounds.
•    Specific vision abilities required for this job include close vision, distance vision, peripheral vision and depth perception.
•    The employee must be able to communicate effectively and perceive auditory information necessary to perform the essential functions of the position, with or without reasonable accommodation.

Work Environment
The work environment is varied and may include working indoors in general office conditions with moderate noise or outdoors with exposure to weather conditions. It may also include exposure to stage lighting effects and noise associated with those effects or a performance.

The above-mentioned position description is not intended to describe, in detail, the multitude of tasks that may be assigned, but rather to give the employee a general sense of the responsibilities and expectations of the position. As the nature of business demands changes, so too may the essential functions of this position.