Administrative House Manager Laguna Playhouse Laguna , CA

The House Manager serves as the on-site leader of front of house operations and patron experience, reporting directly to Shane Oliver. This role combines operational management, guest hospitality, and staff leadership to ensure exceptional patron experiences before, during, and after performances. The House Manager oversees volunteer ushers, provides active floor leadership during performances, manages bar operations compliance, and serves as the on-site authority in emergency situations.

This position is ideal for a customer-service-focused professional with leadership capability, strong problem-solving skills, and a passion for delivering excellence in a live theater environment.

• Ensure the highest level of customer service for all patrons before, during, and after performances
• Manage all front of house operations, including pre-show, performance, and post-show periods
• Greet and seat audience members, including offering special assistance to patrons with disabilities
• Address on-site patron concerns, questions, and problems in a timely and professional manner
• Manage ticket scanners each night
• Adhere to performance schedule timelines and communicate with stage management and box office throughout each event
• Create and submit front of house reports after each performance
• Act as the on-site authority in the event of an emergency; manage emergency protocol and training for all front of house staff

• Assist the Senior Manager of Patron Services in managing and training volunteer ushers
• Provide guidance and oversight to ensure ushers deliver consistent, high-quality guest service

• Ensure full compliance with all local and state alcohol service regulations
• Complete and maintain Responsible Beverage Service (RBS) Certification from the California Department of Alcoholic Beverage Control (ABC)
• Provide active floor leadership during performances by supervising bartenders, resolving operational issues, maintaining service excellence, and ensuring compliance with venue policies and safety standards

• Support box office operations with patron inquiries and related administrative tasks, consistent with box office staff responsibilities
• Communicate regularly with the Senior Patron Services Manager to ensure accurate and complete information is shared with ushers and patrons
• Assist with general clerical duties, including cash management as needed

• Support patron and usher social events to enhance the patron experience and strengthen community engagement
• Assist the Development and Marketing Manager with special events
• Perform other duties as assigned to support the needs of the department and the organization

Perform other related duties as assigned, consistent with the scope and responsibilities of this role.

Previous experience in customer service and front of house operations is required. Previous management experience is preferred. Excellent communication skills, both written and verbal, are essential. Ability to work evenings and weekends is required.

• Team leadership and supervision
• Staff training and development
• Delegation and oversight
• Performance accountability
• Decision-making under pressure
• Exceptional customer service
• Hospitality and guest experience management
• Service recovery
• Accessibility awareness and assisting patrons with disabilities
• Front-of-house operations management
• Event and performance coordination
• Schedule and timeline management
• Process management
• Report writing and documentation

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