The Guthrie Theater seeks a full-time House Manager to join our Audience Services team. The House Manager is responsible for the smooth operation of the house before, during, and after all performances and special events.
Reports to: Director of Audience Services
This position ensures the houses open and performances start on time while maintaining patron comfort, patron safety, and the highest level of customer service. The House Manager develops, updates and executes the protocols for front-of-house operations on a show-by-show basis. Reporting directly to the Director of Audience Services, the House Manager works in collaboration with the Audience Services Coordinator and Box Office, Production, Guest Services and Facilities staff. This position supervises the Associate House Manager and the House Supervisor. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence, Community, Equity, Diversity and Inclusion, and Fiscal Responsibility.
This position is full-time, exempt and benefits-eligible. Compensation for this position is $38,321 – $47,937 annually plus benefits. The typical schedule for this role is Tuesday – Saturday, 2:30 p.m. – 11:00 p.m.
The Guthrie is dedicated to building an equitable environment that is mixed across lines of difference and strongly encourages applications from Black, Indigenous, People of Color, women, transgender and non-binary candidates. This position will remain open until filled and until a diverse and qualified pool of candidates is identified. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.
PRIMARY DUTIES AND RESPONSIBILITIES
1. Operations Management
- Work with the Audience Services Coordinator to schedule and train ushering staff in customer service procedures, evacuation, medical and life safety issues as they relate to patrons.
- Collaborate with Guest Services to coordinate scheduling and staffing of lobbies between Guest Services staff and House Management staff.
- Oversee theater lobbies and the theater houses prior to, during and following performances.
- Work with the Box Office and Stage Manager to coordinate opening and closing the house, handing over the house, late seating or any reseating necessary.
- Brief volunteers and event staff regarding their roles for a performance or event.
- Monitor and assure smooth lobby traffic and seating of patrons.
- Address patron and usher issues; work with other staff (security, box office, stage management) for resolution as needed.
- Prepare and distribute end-of-show house reports detailing the audience numbers for that performance as well as any audience issues.
- Communicate relevant organizational information to House Management staff.
- Work with the Accessibility Coordinator to ensure House Management supports the theater’s access programs.
- Lead and plan departmental meetings, in collaboration with the Audience Services Coordinator.
- Understand and follow all safety protocols including evacuation procedures; perform regular fire alarm drills, active shooter scenarios, etc.
- Act as liaison to other departments as well as the parking ramp or local authorities during performances or events.
- Complete other duties as assigned.
2. Stakeholder Management
- Provide exceptional customer service to patrons. Take every possible step to ensure that customers have a welcoming and positive experience, even in difficult situations. Handle issues in an equitable, professional, and courteous manner.
- Model a polite and professional demeanor when interacting with customers and colleagues.
- Provide guests with accurate, up-to-date information about the Guthrie’s productions, programs and building.
- Share themes and feedback from audience/patrons with the Audience Services Director.
3. Financial Management
- Manage budget by ensuring staffing levels stay within identified guidelines.
- When required, manage merchandise placement, sales, and settlement activities.
4. Talent Management
- Lead, manage, supervise and motivate the House Management staff and House Management volunteers. Directly supervise the Associate House Manager and the House Supervisor.
- Use the organizational monthly check-in form to complete monthly check-ins with all direct reports.
- Work in partnership with the Audience Services Coordinator on hiring, on-boarding, staff training, and meeting scheduling.
- Coach and develop staff members by monitoring employee productivity and providing constructive feedback; facilitating conflict resolution among employees; ensuring adherence to legal and organizational policies and procedures and undertaking disciplinary actions if the need arises; and completing annual performance evaluations.
- Maintain and approve direct report timesheets, Paid Time Off requests, and other personnel records.
5. Strategy Management
- Foster a work environment incorporating the Guthrie values of Artistic Excellence, Community, Equity, Diversity and Inclusion, and Fiscal Responsibility.
- Audit current processes and practices to identify areas for improvement for areas of focus and ensure documentation is updated as needed.
ESSENTIAL KNOWLEDGE AND QUALIFICATIONS
- Demonstrated experience leading and managing, supervising, training, and motivating a team.
- Experience in working with different types of audiences.
- Exceptional customer service skills with the ability to efficiently and effectively resolve issues for internal and external customers, frequently in a time-sensitive environment.
- Excellent interpersonal and communication skills, including in person, over the phone, and via email.
- Excellent organizational skills with the ability to work in a collaborative environment, prioritize and manage multiple, ongoing projects.
- Strong analytical and problem-solving skills with a flexible mindset and attention to detail.
- Remains calm in demanding situations.
- Works on own initiative.
- Collaborates effectively to achieve common goals, be a strong team player, and to contribute positive energy, creativity and enthusiasm.
- Seeks innovative solutions to improve systems, processes and future planning.
- Working knowledge of nonprofit, performing arts organizations and their various constituent relationships, interactions and transactions.
- Experience in Microsoft Office products preferred.
- Experience, ability, and commitment to working with individuals and teams that are mixed across lines of difference such as race, gender-identity, sexual orientation, religion, ability, age, class and immigrant status.
- Must be willing and able to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater.
A NOTE FROM HUMAN RESOURCES
Applicants must submit the following to be considered for the position:
- Cover letter