Front of House Manager

Philadelphia Theatre Company (PTC) seeks an experienced, customer-focused Front of House Manager to oversee lobby and audience operations at the Suzanne Roberts Theatre. Reporting to the Patron Services Manager, this role ensures every patron's visit is safe, welcoming, accessible, and reflective of PTC's commitment to exceptional hospitality.

The Front of House Manager is a visible leader who remains calm under pressure, makes sound decisions in real time, and ensures the smooth operation of performances and events. This position plays a key role in managing high-attendance performances, sold-out houses, and special events while delivering an outstanding patron experience.

• Maintain an active and visible presence throughout the lobby, auditorium, and public spaces during all performances and events.
• Model and encourage proactive guest engagement, ensuring a welcoming, professional, and confident Front of House presence.
• Exercise sound judgment and make independent, real-time decisions to resolve operational and guest service issues.
• Foster clear and effective communication between Front of House, Box Office, Stage Management, Security, and other departments to ensure seamless event operations.
• Oversee Front of House operations in a high-attendance, high-volume venue, ensuring all public areas operate safely, efficiently, and in accordance with PTC standards.
• Anticipate operational needs during sold-out performances and large-scale events, proactively identifying and resolving issues to ensure a seamless patron experience.

Welcome and assist patrons with warmth, professionalism, and exceptional customer service, anticipating guest needs and resolving concerns promptly.

Ensure the safety, comfort, and accessibility of all patrons by consistently implementing Front of House policies, accessibility accommodations, and emergency procedures.

Maintain the highest standards for PTC's public-facing spaces by ensuring marketing materials, digital displays, signage, and lobby areas are accurate, organized, and visually appealing.

Manage patron flow before, during, and after performances, creating a smooth, efficient, and welcoming experience during high-attendance events.

Oversee all Front of House operations, including usher briefings, program preparation, ticket scanning, seating, accessibility accommodations, and late seating procedures.

Recruit, train, supervise, and coach volunteer ushers, fostering accountability, professionalism, teamwork, and exceptional guest service.

Manage the distribution, collection, and recordkeeping of assisted listening devices and other accessibility equipment.

Complete detailed nightly Front of House reports documenting attendance, patron feedback, operational issues, incidents, and recommendations for continuous improvement.

Open and secure the theatre in accordance with all Philadelphia Theatre Company safety and security procedures.

Ensure the lobby, auditorium, restrooms, and all public spaces are clean, organized, fully stocked, and performance-ready before each event.

Conduct pre-show facility inspections and promptly communicate maintenance, cleanliness, safety, or accessibility concerns to the appropriate staff.

Monitor public spaces throughout performances to ensure they remain safe, welcoming, clean, and presentation-ready.

Excellent communication and interpersonal skills.

1-2 years of experience in customer service, Front of House operations, hospitality, live events, or theatre management preferred.

Demonstrated ability to lead volunteers or supervise a team.

Ability to remain calm, organized, and solution-oriented in a fast-paced environment.

Ability to…