House Manager

BASIC FUNCTION

Provide professional service that ensures the well-being and safety of patrons and theatre during Flynn Center events. Oversee all front-of-house operations including management of Ushers, communication with the Box Office Manager, and coordination with Rental Company, Stage Manager, and/or Flynn staff, as well as bar/concessionaires, merchandiser, and caterers.

PRIMARY DUTIES

• Arrive 2 ½ hours before the scheduled curtain time.
• Complete pre-show Fire Safety inspection and facilities checklists.
• Obtain House Manager Information sheet and Usher attendance list.
• Obtain seating configuration/capacity and relevant production information from Flynn Manager.
• Obtain current ticket sales and accessibility needs from Box Office Manager.
• Coordinate with Stage Manager (for rental shows) or Flynn staff (for Flynn events) regarding opening of the house, start of show, late seating, and resuming show after intermission.
• Mark off reserved and accessible seating.
• Conduct pre-show meetings with Ushers to review emergency procedures and relay pertinent show information from the House Manager Information sheet.
• Assign Usher positions and responsibilities:
  • Pre-show: Check the house.
  • House open positions: Ticket takers (main lobby) and Ushers to help seat patrons (in House).
  • During the show: Close doors, follow late seating policy, be a presence in the back of the house.
  • Post show: Open doors and monitor exit of patrons, clear, clean, and restore seating areas.

• Follow protocol to assist patrons with accessibility needs.
• Dim Bar/Concessions lights to alert patrons the show is about to begin or resume.
• Be available to support Ushers as they greet latecomers and follow the late seating policy.
• Handle any problems in a friendly and courteous manner; obtain the name and contact information of the patron if there are issues that Flynn staff will need to follow up on.
• Complete incident reports to document any injury, falls, illnesses, or other incidents relating to patrons or staff.
• Be a presence and available in the back of the house during shows.
• Assist Bar/Concessions as needed.
• Assist with evacuation during an emergency and communicate with Fire, EMS, or other emergency personnel upon arrival.
• At the end of each show, monitor the exit of patrons and assist Ushers in clearing, cleaning, and restoring seating. Release Ushers when post-show duties are complete.
• Obtain final sales reports/settlements from Bar/Concessions and Merchandiser.
• Complete post-show checklist and House Manager Report.
• Full understanding of the House Manager Manual, Ushers Handbook, House Manager Report, Pre and Post Show Checklists, and Fire panel instructions.

REQUIREMENTS

• Take direction from Flynn Management; work collaboratively with other Flynn staff, as required.
• Must be at least 18 years of age.
• Availability and flexibility to work nights and weekends based on performance schedule.
• Be able and willing to work all shows, all genres, including music concerts.
• Ability to follow protocol and remain calm during an emergency.
• Ability to supervise Ushers, Bar/Concessions, and Merchandiser.
• Ability to stand, walk, bend, etc. for extended periods, lift up to 30 lbs., and occasionally use stepstool or small ladder.
• Ability to communicate effectively with Ushers, Box Office Manager, Stage Manager, and Flynn Staff.
• Positive, engaging personality, and professional appearance.
• Possess excellent customer service skills to help ensure our patrons have a positive experience.
• Exceptional interpersonal and communication skills.
• Basic math and computer skills.

SUPERVISION EXERCISED

• Ushers
• Bar/Concessions staff

SUPERVISION RECEIVED

• From Flynn Management, work collaboratively with other Flynn staff, as required.

QUALIFICATIONS

• Possess excellent customer service skills to help ensure our patrons have a positive experience.
• Ability to use good judgment and make timely decisions in situations that may require quick thought and action.
• Demonstrate and maintain a high level of responsibility and accountability.
• Ability to work in a fast-paced environment and effectively manage a large gathering of people.
• Exceptional interpersonal and communication skills.
• Two years’ relevant experience preferred.
• Forward-facing customer service highly desirable.

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This general outline illustrates the type of work that characterizes the Job Classification. It is not an all-encompassing statement of the specific duties, responsibilities and qualifications of individual positions assigned to the classification.