House Manager

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Posted Job Title

House Manager

Job Profile Title

Temporary Employee - Non-Exempt

Job Description Summary

Penn Live Arts (PLA) at the University of Pennsylvania is seeking an enthusiastic customer service oriented part-time House Manager to join PLA's Guest Services team.

House Managers perform a wide variety of duties to help ensure that our Audiences, Patrons, Artists and Clients enjoy a safe, relaxed and pleasant experience during all events.

In conjunction with the Event Lead on duty, our House Managers are responsible for the overall guest services operations on a per-event basis. This includes, but is not limited to, overseeing the Usher staff, as well as Concessionaires, Merchandisers and Volunteers when present, and providing said staff with event-related information, attending to Patrons and/or Client's needs, anticipating potential issues and resolving problems as they may arise.

High level communication and exceptional customer service skills are pivotal to this position.

Job Description

Essential Duties:

- Oversee Guest Services staff, providing clear direction and guidance; lead pre-event FOH staff meeting to provide relevant information relating to the event(s)- Help to resolve potential guest seating problems in coordination with Box Office
- Accommodate guests with accessibility needs as they may arise
- Communicate with backstage/stage manager to ensure needs of the production and/or event are balanced with the needs of Patrons (i.e. requesting a performance start a few minutes late to accommodate late-arriving guests)- Coordinate with Artist's or Client's staff regarding merchandise sales and oversee merchandise reconciliation at end of event
- Remain aware of the theater audiences throughout event in order to respond appropriately and in a timely way to any issue or emergency that may arise; in the event of an emergency, together with the Penn Police and Event Lead on duty, determine action to be taken, up to and including evacuation
- Communicate with Production and/or Facilities staff to relay concerns relating to climate control, maintenance needs and safety concerns in venue
- Communicate with Housekeeping and/or Facilities staff to ensure venue is clean and stocked prior to, during, and after performances
- Accurately record start, end and intermission timings of performances and count event attendance; sign out FOH staff
- Generate and distribute performance reports with accurate account of the event and any pertinent details
- Ensure all guests have exited the venue and/or building and that all theatre doors are secured prior to signing out
- Uphold any University mandated COVID protocols for Guest Services and audiences alike.

- Other duties as assigned by Associate Director of Guest Services or Event Lead on duty

Education and Experience:

A minimum of two years related experience in a supervisory role OR equivalent combination of education, professional training or experience.

Must possess top notch customer service skills and the ability to work with Audiences, Patrons, Artists and Clients in a gracious and respectful manner.

The ability to…