House Manager

Description

Department: Audience Services

Reports To: Front of House Manager

FLSA Classification: Exempt

Status: Regular, Full-time; flexible schedule requires daytime, and frequent evening and weekend availability

Direct Reports: up to 50 part-time (front-of-house) Audience Services employees

Salary Range: $50K to $54K 

Position Summary:

The Event Manager promotes the Minnesota Orchestra by managing Minnesota Orchestra and Association sponsored events and coordinating logistics and staffing for community events. Shares responsibility for daily management of the Audience Services Department with other Audience Services Managers. Shares responsibility for monitoring and maintaining high standards of customer service. Oversee patrons and Audience Services staff at events, ensuring optimal event conditions, preparation, performance and customer service.

Participates in on-going improvement and planning for Audience Services Department by contributing and participating in bi-annual Audience Services meetings, monthly staff meetings, weekly update meetings, weekly manager meetings, daily team meetings, and strategy meetings with other staff, supervisors and managers.

Values:

We believe every employee is essential to the success of the organization and critical to accomplishing our mission to enrich, inspire and serve our community. 

Our working relationships are based on respect for each other as individuals, confidence in one another, and a genuine desire to actively listen and collaborate with each other. 

We are committed to building a diverse and inclusive organization that honors and reflects the community we serve, welcomes, and instills diversity across our organization, and nurtures an equitable and inclusive culture.

Colleagues in Audience Services stive to uphold standards of service - advocacy, efficiency and courtesy. We create a welcoming environment for guests, vendors, clients, employees and volunteers. We professionally handle incoming requests and treat colleagues and guests as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner.

Essential Functions:

Event Planning and Management 

• Acts as a primary Event Manager for Orchestra Hall events. 
• Coordinates event logistics.
• Ensures event is adequately and appropriately staffed, reassigning event responsibilities as necessary.
• Ensures Event staff is adequately informed of performance conditions.
• Ensures guests are courteously and efficiently ticketed, seated and served.
• Ensures adequate emergency response is provided as necessary.
• Coordinates logistics and staffing for Minnesota Orchestra Community events
• Plans, oversees and staffs all audience development and community events (i.e. Open Streets, Doors Open, Pride, Symphony for the Cities, MPR Day at the State Fair, etc.)
• Manages logistics, setup and strike needs for these events including materials, plan communication, and execution.
• Works with the Volunteer Services Manager to secure volunteers for events.
• Maintains a presence at these events, monitoring and evaluating visibility and effectiveness; suggesting enhancements and changes as necessary.
• Ensures smooth operation of all events through advanced planning and coordination with other Audience Services and MOA staff.
• Participates on the Event Manager team for all Minnesota Orchestra events and Association sponsored events.
• Assists Front of House Manager with the documentation and maintenance of event information, policies and procedures, front of house position descriptions, position maps and communication tools.
• Prepares Event Information report, in coordination with multiple departments, to be shared with staff for each event.
• Monitors lobby and box office digital content, point of sale marketing, brochure displays and general signage. 
• Works with Marketing Coordinator and Front of House Manager to coordinate digital signage calendar, production and scheduling for Orchestra Hall.
• Works with Marketing Coordinator for material distribution (TSD, The Forum office, Orchestra Hall Lobby, Stage Door) and maintains all brochure racks.
• Distributes monthly events calendar to downtown businesses.
• Assists in the setting and evaluation of realistic Department goals.
• Monitors and maintains a high standard of customer service at all times.
• Monitors all Event Staff for customer service, efficiency, accuracy, etc.; reporting back results to both the employee and the Audience Services Management Team
• Responds to Front of House related customer concerns.
• Upholds the Audience Services standards of service, advocacy, efficiency and courtesy.
• Ensures that both internal and external customers feel that they are the primary purpose of the Association’s business and that the Audience Services Department exists to satisfy customers.
• Recognizes customer complaints, collect sufficient information to determine the problem, take appropriate action and communicate to the Association characteristics that our customers like and dislike.
• Identifies recurring problems in meeting general guest expectations, differentiate between problems and symptoms, and implement solutions.
• Communicates to customers accurately and fairly the rationale of the Association’s policies and procedures.
• Provides back-up support for Audience Services staff and sets an example by modeling a sense of urgency relative to service levels.
• Manages the service provided by Audience Services staff, determining when assistance and/or intervention is 

Staff Management

• Manages and evaluates assigned part-time Front of House staff.
• Assists with maintaining the Front of House informational resources and training for Front of House staff.
• General Supervision of all Audience Services Staff during assigned events/shifts (including Ticket Services, Stage Door and House staff).
• Assesses and monitors current staff capability and determine further staffing needs
• Identifies and delegates department related projects; monitoring for accuracy and tracki.ng progress through completion.
• Addresses staff policy violations and /or conflicts, taking appropriate immediate action and directly reporting incident to appropriate manager/director.
• Ensures all employee checkouts and banks are complete, accurate and balanced; resolve any discrepancies.
• Provides other Managers with input for evaluations.
• Updates and reminds staff of current products and policies.

Performance Expectations

· Demonstrates a commitment to the MN Orchestra Values

· Demonstrates integrity in actions and words as well as the ability to build trust

· Professionalism in interactions

· Ability to adapt to change

· Creative/innovative problem-solving

· Actively seeks answers for concerns and questions

· Effective communication skills

· Stays current on programming and department-related information

· Identifies and improves weaknesses in department and self-performance

Leadership Expectations

This position manages staff members responsible for engaging internal and external customers. The following expectations provide key behaviors for leaders/managers: 

· Acts as a role-model and encourage others to perform at a high level 

· Sets clear goals and priorities, holding yourself and direct reports accountable to meet strategic priorities

· Leads through changing priorities 

· Coaches and counsels direct reports regarding individual performance and skill development, taking corrective action when necessary

· Creates an environment that inspires a high level of commitment and performance

· Leads innovation and positive change on your team and across the organization 

· Maintains staff by recruiting, selecting, and training employees

Requirements

 Minimum Qualifications, Skills, and Abilities:

· High School diploma, GED or equivalent 

· Minimum of 2 years’ experience in a personnel management role

· Minimum of 2 years’ experience customer service experience OR event management experience

· Experience in arts, cultural or entertainment organizations, and / or non-profit organizations strongly preferred. 

Technology/Equipment:

· Proficiency in typing and computer software/hardware usage

· Knowledge of M365 and MS Office suite preferred

Characteristics and Traits: 

· Demonstrated ability to manage confidential and sensitive information, possess a high degree of personal integrity and sound judgment. 

· Exceptional organizational and time management skills. 

· Adept at managing multiple projects and deadlines with appropriate judgment about priority and timing. 

· Ability to synthesize information quickly, problem-solve and make appropriate decisions. 

· Curious, thoughtful, with a desire to experiment, test and learn, and iterate approaches. 

· Ability to collaborate with others to identify and solve issues or make proactive recommendations and lead through influence.

· Skilled at building and leading a cross-departmental team of colleagues of various levels of experience in order to collaboratively achieve effective results. 

· Strong written and verbal English communication skills with the ability to provide guidance to and effectively present ideas and deliverables to a wide range of people including from different cultural backgrounds, age ranges, and attitudes and abilities.

· Commitment to and enthusiasm for Minnesota Orchestra’s mission, values and business goals. 

Work Environment and Physical and Mental Demands:

The Minnesota Orchestra is primarily a place-based organization, offering hybrid schedules that require some in-person, on-site work. Permission is required for applicants and current employees seeking to reside outside of the Twin Cities metropolitan area or more than 60 miles from Orchestra Hall. While working on site at Orchestra Hall or the administrative offices, work is performed in an open office environment with moderate noise levels in a cubical desk configuration and in a performing art building on stage, in a lobby or other location within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities. 

While performing the duties of this position, incumbents may be required to do all or some of the following, with or without accommodation: 

· Sit or stand at a desk, counter, or other work surface  

· Stand and walk with limited breaks for event management shifts (up to 6 hours). 

· Climb stairs, bend, and stoop for portions of shift. 

· Talk and/or hear spoken words, music, or other sounds  

· Use hands or fingers to handle or touch objects around them 

· Review documents, monitors, or displays with potentially small print   

· Operate a computer, phone and other common office tools or controls 

· Mentally focus on tasks and apply sound reasoning and judgement 

· Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary 

· Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 30 lbs and able to push loaded carts. 

The typical workdays and hours for the organization are Monday – Friday, 8:00 am – 5:00 pm with frequent evening, weekend or holiday hours. Schedules will be created in collaboration with the incumbent approximately 2-4 weeks in advance.  

In this exempt position, work is expected to be delivered within established deadlines and quality standards without regard to the typical working days or hours as noted above with some autonomy to determine attendance at a performance or other events. 

Note:

This job description reflects the details which are generally necessary to describe the essential functions and requirements of this position and shall not be construed as the only ones that may be necessary for this position. The work environment and physical and mental demands described are representative of those an individual typically encounters while performing the essential functions of this position and shall not be construed as the only ones that may be necessary for this position.

An individual in this position must be able to successfully perform the essential functions, requirements, and demands of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position. Contact a member of the Human Resources team to discuss if reasonable accommodation can be made.

This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship. 

The Minnesota Orchestral Association retains the discretion to change any of the details of this job description at any time.

EQUAL EMPLOYMENT OPPORTUNITY

The Minnesota Orchestral Association is an equal opportunity employer and complies with all applicable discrimination laws. We recruit, hire, train and promote all persons without regard to race, color, sex, religion, national origin, sexual orientation, age, disability, creed, status with regard to public assistance or any other non-job related characteristic.

Salary : $50,000 - $54,000