Front of House Associate

Reports To:

Patron Services Manager (Direct)

Front of House Staff report to the Patron Services Manager and include roles such as House Manager and Box Office/Concessions Assistants. These roles are central to Boston Court Pasadena’s earned revenue strategy and patron retention efforts. In addition to ensuring safe, smooth, and welcoming lobby and house operations, Front of House Staff actively contribute to increasing ticket sales, secondary revenue (concessions, memberships, upgrades), and long‑term patron loyalty through exceptional service, proactive communication, and consistent brand stewardship.

Front of House Staff serve as primary ambassadors of the organization’s mission, values, and artistic programming. Every patron interaction is an opportunity to deepen engagement, encourage repeat attendance, and strengthen relationships with members, donors, and first‑time visitors alike.

The Front of House Team is also responsible for staffing weekly box office hours (Tuesday–Friday, 11:00 AM – 5:00 PM) and providing operational support across departments as needed.

• Deliver consistently high‑level, proactive customer service that encourages repeat attendance, membership conversion, and positive word‑of‑mouth.
• Welcome all patrons, answer questions, and provide informed guidance on programming, promotions, and upcoming events.
• Maintain strong working knowledge of current productions, institutional initiatives, promotions, ticket packages, and membership benefits in order to support revenue generation.
• Identify opportunities to upsell (memberships, concessions, future shows, special events) in a way that is welcoming and mission‑aligned.
• Assist in resolving customer service issues quickly and professionally, prioritizing patron retention and satisfaction.

• Coordinate with Stage Management regarding performance start times, late seating, and house holds.
• Ensure lobby and house areas are clean, organized, and aligned with brand and hospitality standards.
• Support special events including opening nights, galas, receptions, and donor events, with attention to guest experience and revenue outcomes.
• Send End‑of‑Day reports to staff and secure the building at closing.

• Maintain responsibility for audience safety and emergency response readiness, including earthquake and evacuation protocols.
• Follow all organizational safety, cash handling, and alcohol service compliance procedures.

• Manage box office phone and email during weekday hours.
• Support outbound patron engagement efforts such as phone campaigns and targeted outreach.
• Perform operational and administrative tasks as assigned by the Patron Services Manager that support audience development and earned revenue.

• Sell tickets accurately and efficiently while identifying opportunities to increase transaction value and future engagement.
• Maintain strict compliance with cash handling and financial reconciliation procedures.
• Operate Ovation Tix and credit card processing equipment.
• Conduct performance check‑in, including greeting patrons, distributing programs, and communicating key information.
• Maintain clean, accurate, and organized patron data to support marketing, development, and retention strategies.

• Redeem prepaid membership tickets.
• Facilitate ticket exchanges.
• Support member satisfaction and retention through knowledgeable, responsive service.

• Support secondary revenue generation through efficient, friendly, and informed concessions service.
• Maintain a clean, organized, and fully stocked concessions workspace.
• Conduct regular inventory checks and communicate restocking needs proactively.
• Complete nightly cash counts in partnership with the House Manager.
• Maintain strong knowledge of concessions offerings and be able to describe beer, wine, and snack options confidently and responsibly.
• Obtain and maintain RBS Alcohol Safe Serve certification.
• Must be 21 or older to work alcohol service shifts.

• High School diploma…