Coach Music Factory - Concert Operations

Job Title:

Coach Music Factory - Concert Operations Staff

Department:
Front of House

Reports To:

Director of Patron Services

FLSA Status:
Part-Time / Hourly

The Concert Operations Staff play a critical role in managing guest experience and crowd flow within the Coach Music Factory, a multi-story, standing-room live music venue (1,000 capacity). This position blends hospitality leadership with active crowd management, safety monitoring, and operational oversight.

This position is responsible for maintaining safe crowd conditions, managing high-energy environments, supporting licensed security personnel, and serving as a visible authority presence on the venue floor.

In addition to the Coach Music Factory, this position is also eligible to work shifts at the Peace Concert Hall, Gunter Theatre, The Mockingbird, and the Peace Pavilion.

• Monitor and manage guest flow across multiple levels, bars, stairwells, and high-density areas.
• Maintain clear egress paths and ensure compliance with fire code and capacity limits.
• Serve as a visible leadership presence to support guest safety and deter unsafe behavior, escalating concerns to licensed security (SLED) as appropriate.
• De-escalate guest conflicts prior to security intervention when possible.
• Coordinate closely with licensed security (SLED), Front of House, Production, and Food & Beverage management teams.
• Respond quickly to developing crowd density issues.
• Monitor intoxication-related concerns and alert security when appropriate.
• Manage line flow, entry points, re-entry procedures, and wristband verification.
• Assist in emergency response procedures including evacuation guidance and incident reporting.
• Make operational decisions under pressure in alignment with established protocols.

• Set tone and energy appropriate for live band atmosphere.
• Balance enforcement of policies with hospitality and guest service.
• Address guest concerns professionally and confidently.
• Model calm, confident leadership during peak volume moments.

• Supervise volunteer usher teams.
• Manage seating issues and late seating procedures.
• Support accessibility accommodations.
• Coordinate with House Management during intermission periods and emergencies.

• Experience in high-volume live event, club, festival, or arena environments preferred.
• Strong crowd awareness and situational assessment skills.
• Ability to remain calm and assertive in fast-paced environments.
• Demonstrated de-escalation skills.
• Strong verbal communication skills in loud environments.
• Ability to stand and move for extended periods of time.
• Comfortable working late nights and high-energy shows.
• Must complete required venue emergency and crowd management training.

• Experience in live music venues or standing-room events.
• Prior supervisory or team leadership experience.
• Basic knowledge of crowd science principles.
• CPR/AED certification (or willingness to obtain).

• Extended standing and stair navigation in a multi-level venue.
• Ability to move quickly through dense crowds.
• Ability to lift up to 40 lbs as needed.

• Loud music environment.
• High guest density.
• Late-night programming.
• High-energy atmosphere.

This job description is not intended to be an exhaustive list of duties and responsibilities. Duties may change based on operational needs.