Floor Manager

Floor Manager (Part-Time)
The Den Theatre | Chicago, IL
Compensation: $22.00 per hour

Schedule:
Part-Time;
Every Other Show Night/Day

The Den Theatre is seeking experienced Floor Managers to join our Front of House team. Reporting directly to the Audience Services Manager, the Floor Managers are responsible for overseeing nightly front of house operations and ensuring an exceptional guest experience.

This leadership role supervises Front of House Associates and Artist Liaisons while serving as the primary point person during performances. Floor Managers are expected to proactively address operational needs, support staff, manage patron flow, and resolve guest concerns in a professional and timely manner.

The ideal candidate is a strong leader who thrives in a fast-paced live entertainment environment, possesses excellent customer service skills, and demonstrates sound judgment under pressure.

Front of House Operations

• Oversee nightly front of house operations during performances and events.
• Ensure all lobby, theatre, restroom, and public spaces remain clean, organized, welcoming, and guest‑ready throughout each shift.
• Update and maintain all patron‑facing signage. Monitor and manage patron flow throughout the venue to ensure a safe and enjoyable guest experience across multiple floors.
• Conduct comprehensive venue walkthroughs before, during, and after performances.

Staff Leadership & Supervision

• Supervise, support, and provide direction to Front of House Associates and Artist Liaisons throughout each shift.
• Lead pre‑shift meetings, communicating important operational updates, promotions, VIP and ADA accommodations, performance‑specific information, and other pertinent details.
• Foster a positive, collaborative, and customer‑focused team environment.
• Assist the Audience Services Manager in preparing employee evaluations.
• Approve and coordinate last‑minute weekend shift changes as needed, ensuring appropriate staffing levels are maintained.

Guest Services & Problem Resolution

• Maintain the highest standards of customer service and hospitality.
• Serve as a visible and accessible resource for patrons throughout the evening.
• Connect with, greet, and thank guests as they leave.
• Address patron concerns, complaints, and service issues promptly and professionally.
• Exercise sound judgment and make real‑time operational decisions to de‑escalate conflicts and resolve issues effectively.

Safety & Security

• Ensure all venue spaces, including third‑floor and basement areas, are secured and properly locked at the conclusion of each shift. Assist with emergency response procedures and patron evacuations when necessary.

• Minimum of two (2) years of front of house experience in a theatre, performing arts center, or comparable live entertainment venue required.
• Demonstrated leadership or supervisory experience required.
• Exceptional interpersonal, communication, and conflict resolution skills.
• Ability to remain calm and make effective decisions in high‑pressure situations.
• Strong organizational skills and attention to detail.
• Commitment to providing outstanding customer service.
• Availability to work evenings, weekends, and holidays is required.
• Ability to stand and move throughout the venue for extended periods.

• This is a part‑time position with Floor Managers working alternating show nights and days. Candidates must have reliable availability during evenings and weekends, as these are our busiest performance times.