Assistant Manager of Front of House

The Granada Theatre is seeking a highly organized and customer-focused leader to serve as the Assistant House Manager, acting as the “Face of the Granada.” This full-time position requires evening and weekend availability and is responsible for delivering exceptional customer service while engaging with patrons, clients, and volunteers.

Reports to: House Manager

Location: Santa Barbara, CA, not eligible for remote work

Status: Full-time, Non-Exempt

Position Responsibilities:

Prepare Front of House areas for performances and events

• May create plans for each event and show detailing all needs and expectations per the presenting company and in compliance with Granada policy and applicable laws.
• May communicate show details and specific logistics related to the performance or event with all vendors.
• May confer with Box Office management about accessibility needs, re-seats, and last minute sightline obstructions as well as for sound and lighting difficulties.
• Assist in setting up front of house prior to events and shows according to the event's show plan and checklist.
• Support House manager in ensuring that performance advancing is completed in a timely manner.

Support in Front of House operations for performances and events

• Assist in overseeing Front of House operations before, during and after an event or show.
• Assist with pre-show briefings as needed to ensure all volunteer ushers have the correct knowledge of the event's rules and details.
• Manage assigned area and volunteers for the event, ensuring that volunteer ushers follow all policies and procedures as defined in the current volunteer usher manual.
• Ensure that patrons follow theater safety policies and that all fire codes are enforced.
• Ensure house policies (e.g., late seating, photography, food & beverage restrictions).
• Respond appropriately to building and people emergencies following established procedures.
• Respond to patron needs and issues in a prompt and friendly manner, including intervening to resolve escalating issues.
• Work with the event support staff to maintain auditorium and restroom cleanliness during performances.
• Notify facilities staff to address building needs.
• Assist in completing and maintaining post show checklists and show incident reports for all events and shows.
• Assist in overseeing all merchandise sales and settlements.
• Assist in properly documenting all incidents and emergencies. Ensure that the appropriate parties are informed of emergencies, injuries, or incidents.
• Assist the House Manager with:
• Reseating of patrons at any time to address seating complaints.
• Removal of all disruptive patrons.
• May act as House Manager during, but not limited to, the absence of the House Manager or during training periods.

Support in the retention & management of Ambassador Program

• Assist in recruiting new volunteer ushers through an application and training process.
• Assist in training volunteer ushers as needed to assure they have and maintain proper knowledge of both safety and customer service needs for the venue.
• Assist as needed in scheduling the correct number of volunteer ushers and assigning them to appropriate duties to assure proper staffing at each event and show.
• Assist as needed in sending weekly emails to all volunteer ushers with updates, news, and schedule reminders.
• Assist in tracking volunteer usher adherence to requirements and take corrective action as needed and defined in the volunteer manual.

Administrative Tasks

• Support in the building of the schedule for FOH assistants.
• Track and retain all volunteer information, schedules, and trainings.
• Help support in the develop standard operating procedures, manuals, and training documentation.
• Work along side the House Manager to identify areas of improvement, growth, and efficiency for the department.
• Ensure that electronic files are organizes and records maintained.
• Provide support to projects as requested by House Manager and/or Director of Front of House Operations.

Education

• Bachelor or Associate degree preferred but not required.

Experience:

• One to two years of experience at a theater, arena, performing arts center or other venue that presents a wide range of performances and events is preferred but not required.
• Must include a demonstrated understanding of, and dedication to, the delivery of outstanding customer service.
• Experience preferred in a position with supervisory experience over groups of 10 or more individuals.

Knowledge/Skills/Abilities:

• Must be friendly and have a keen eye for detail.
• Must have be comfortable with providing exceptional customer service
• Must be able to help support team work and efficiency
• Must be able to adapt quickly and effectively to changing circumstances.
• Must be able to react professionally and independently in assisting patrons in difficult and emergency situations.
• Must be able to communicate with all internal and external constituencies in a personable and mutually respectful fashion.
• Must be able to frequently climb stairs, walk and stand for prolonged periods of time. (4-5 hours minimum)
• Must be able to lift equipment and supplies weighing up to 35 pounds.
• Must be technologically fluent on Windows-based computer systems and be able to effectively use Microsoft Office programs including Word, Excel and Outlook.
• Must be able to operate general office equipment and telephones as well as A/V and computer projection equipment.

WORKING CONDITIONS:

• Must be able to rapidly move up and down staircases throughout the duration of a performance or event.
• Must be able to stand for long periods of time (4-5 hours minimum) during the duration of a performance or event.
• Must be able to lift program boxes, tables, chairs.

Benefits & Compensation:

This is a non-exempt, full-time position. The pay range is $25 -30 per hour, commensurate with skills and experience. The Granada Theatre provides a comprehensive benefit package for full-time employees, which includes health, dental and vision coverage, life insurance, paid vacation, and sick leave, and a 403(b) plan.