The House Manager is a shift supervisor for at CST shows and events. This person ensures that all Guest Services staff are delivering world-class, welcoming customer service. This individual works with box office and stage management to start each performance or event on-time, seeing that patrons are safe and comfortable at all times.
Reports To: Front of House Coordinator
Manages: Guest Service Associates, In front of house shift
Prepare the theater and staff to receive patrons
- Be chiefly responsible for that performance’s audience and front of house.
- Check in staff and volunteers
- Train new group of volunteers each shift
- Ensure facility is clean and in good repair; contacting appropriate personnel to remedy any problems
- Become familiar with each seating chart, events occurring around the same time as the performance, available seats, patrons with special needs, groups, etc and brief FOH staff accordingly.
- Greet and orient Saints volunteers.
Opening house and lobby
- Make sure facility is ready and all staff is in place before opening lobby.
- As patrons arrive, remain vigilant and available to help with customer service needs.
- Supervise and communicate with FOH staff.
- Coordinate house opening with Stage Manager.
- Liaise with box office regarding will call, ticketing, and reseating.
- Ensure all patrons with special needs are served appropriately.
Manage FOH during performance
- Supervise FOH staff.
- Serve as primary FOH leader for production, box office, and other staff.
- Lead response to unexpected customer service issues and emergency.
- Lead emergency evacuation of patrons if required.
Close out performance
- Be available for patron comments and concerns as the audience exits.
- File front of house report.
- Coordinate closing the building with other staff when appropriate.
- Dismiss front of house staff.
Other duties as assigned.
- Basset Certification (or willingness to acquire)
- First Aid/CPR/AED certification (or willingness to acquire)
- Evident enthusiasm to be of service to others.
- Poise, diplomacy, and tact under pressure and in sensitive situations.
- Attention to detail
- Inclination to take initiative, collaborate, and delegate to solve problems
- Thorough understanding of theater etiquette, both front and back of house
- Must be able to walk and stand for up to 4 hours at a time.
To be considered for this position, please submit your resume, three references, and a brief cover letter describing your interest and experience to email@example.com. Candidates of interest will be contacted by a representative of the Theater; no phone calls, please. Chicago Shakespeare is committed to building diversity and inclusion onstage and throughout the organization. We especially encourage individuals from underrepresented groups to apply.