House Manager

Primary Functions & Responsibilities

• Understand and ensure excellent guest experience per the standards, policies and procedures set forth by the Fox Cities Performing Arts Center.
• Oversee the execution of all events in a welcoming and professional manner. 
• Resolve guest concerns and incidents efficiently and effectively.
• Work with ticketing managers, health and safety manager and team, facility supervisors, production managers and event managers as needed to maintain an environment conducive to a successful event.
• Review and execute all event information in Center’s event management software (Momentus Elite), including but not limited to: client, event description, anticipated attendance, signage, staffing, event and house policies and accessibility services. 
• Work with event coordinators for a successful transition as the Center’s point of contact for all non-ticketed events. Maintain regular communication with clients before, during and after all events.
• Supervise scheduled staff at all events including floor supervisors and volunteer staff. Lead staff meetings to review event details and policies.
• Familiarize and actively enforce standard facility guidelines and policies, including but not limited to: Americans with Disabilities Act, fire and safety codes and emergency action plans.
• Track and update post event data using Momentus Elite to reflect any changes from the execution of the event.
• Complete post event, incident and other reports as required.
• Manage lost and found inventory as directed. 
• Assist the patron services manager as directed in administrative duties, including but not limited to: coordinate volunteer database, organizing storage spaces, cleaning and maintaining equipment and event preparation.
• Maintain team communication, including emails, voicemails and message boards.
• Assist in maintaining confidential staff files relating to attendance, scheduling and disciplinary action.
• Assist the patron services manager in the training and development of the staff, including floor supervisors and volunteers.

Secondary Functions

• Make recommendations for constant process improvement and standard operating procedures to patron services manager.
• Direct guests confidently throughout the front of house, including but not limited to: seating locations, event spaces, bathrooms and ADA services.
• Engage guests actively to support Center initiatives, including but not limited to seasonal fundraising campaigns.
• Attend Center trainings and meetings as assigned.
• Create staff schedules based on the needs of events as directed by the patron services manager.
• Complete and maintain First Aid, CPR and AED certification.