What are the responsibilities and job description for the Box Office Associate / House Manager position at Cherry Lane Theatre?
DESCRIPTION
Position Overview
The Box Office Associate / House Manager supports both the ticketing and front-of-house operations at Cherry Lane Theatre. Serving as a primary point of contact for audience members and the senior front-of-house representative during assigned performances and events, this position ensures an exceptional patron experience from arrival through curtain call while maintaining a safe, organized, and welcoming theatre environment.
This hybrid role combines box office administration with hands-on house management responsibilities. The ideal candidate is an experienced theatre professional who is personable, highly organized, calm under pressure, and committed to delivering outstanding customer service. They are equally comfortable managing ticketing operations, supervising front-of-house staff, resolving patron concerns, and collaborating closely with Company Management, Stage Management, and the broader theatre team to ensure successful performances and events.
Please note that this position will be subject to a three-month trial period, during which either party may terminate the employment without further obligation, subject to applicable law.
Responsibilities
Box Office Operations
- Open, prepare, and operate the Box Office for performances and events.
- Sell and process tickets using Vivenu ticketing software.
- Process will-call, complimentary tickets, exchanges, refunds, and other ticketing transactions.
- Distribute tickets and assist patrons with seating assignments, ticketing questions, and performance information.
- Maintain accurate records of ticket sales, holds, complimentary tickets, exchanges, and other ticketing activity.
- Monitor ticket availability and communicate updates or issues to Company Management and other appropriate staff.
- Assist with day-of-performance ticketing, rush programs, and special ticketing initiatives as applicable.
- Support the creation and maintenance of ticketed events in Vivenu and assist with other administrative projects as assigned.
- Process cash and credit card transactions accurately and complete end-of-shift reporting.
House Management & Front-of-House Operations
- Oversee all front-of-house operations before, during, and after performances and events.
- Serve as the senior front-of-house representative on duty during assigned performances.
- Supervise and support Theatre Assistants, Box Office staff, ushers, and other front-of-house personnel as assigned.
- Conduct pre-show check-ins and ensure front-of-house staff are prepared for audience arrival.
- Coordinate with Company Management and Stage Management regarding house open, curtain times, holds, late seating, accessibility accommodations, and other performance-related needs.
- Monitor the lobby, auditorium, concessions area, restrooms, and other public spaces to ensure a safe, clean, accessible, and welcoming environment.
- Assist with audience seating, ticket scanning, accessibility accommodations, late seating, and general audience flow.
- Respond professionally to patron concerns, disruptions, emergencies, and unexpected situations, escalating issues when appropriate.
- Support special events, industry nights, press performances, talkbacks, rentals, and other theatre events.
- Prepare nightly front-of-house reports and communicate operational issues to Company Management.
Customer Service & Team Support
- Provide friendly, knowledgeable, and professional customer service to all patrons.
- Answer questions regarding tickets, seating, accessibility, theatre policies, and performances.
- Resolve customer concerns with professionalism and discretion.
- Support general front-of-house operations by assisting with lobby coverage, audience services, theatre setup, and other operational needs.
- Help maintain clean, orderly, and presentation-ready public spaces.
- Follow all theatre safety, security, emergency, and audience-service procedures.
- Communicate operational concerns, maintenance issues, and audience incidents promptly to Company Management and Stage Management.
- Perform other duties as assigned in support of theatre operations.
Key Qualifications
- Previous experience in theatrical Box Office, House Management, Front-of-House Operations, or a related live events environment preferred.
- Experience with Vivenu or comparable ticketing software preferred.
- Excellent customer service skills and a welcoming, professional demeanor.
- Strong interpersonal, verbal, and written communication skills.
- Demonstrated leadership skills and the ability to supervise front-of-house staff during live performances.
- Highly organized with exceptional attention to detail and accuracy when handling ticketing, patron information, and operational procedures.
- Ability to remain calm, exercise sound judgment, and solve problems effectively in a fast-paced live performance environment.
- Comfortable working independently while collaborating effectively with multiple departments.
- Discretion and confidentiality when liaising with high-profile constituents, guest, and stakeholders
- Proficient with computers, ticketing systems, point-of-sale systems, and standard office software.
- Dependable, punctual, adaptable, and willing to assist wherever needed to support theatre operations.
- Schedule flexibility and willingness to work performances and events, including early mornings, evenings, weekends, and holidays.
- Ability to remaining standing for extended periods of time as well Ability to lift and carry up to 50 pounds as needed
Required Trainings: F-03 and F-53 Certificates of Fitness required for the role. Training and certification will be provided upon employment if not already completed.
SALARY
$20.00 – $30.00 per hour
- NON-UNION