Reports to: Director of Visitor Services
The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization.
Every year more than 500 people, both on stage and off, help ensure our success in creating and supporting the highest level of theater. As an organization, we are committed to our values of Artistic Excellence, Community, Equity, Diversity and Inclusion, and Fiscal Responsibility.
The House Managers are responsible for the smooth and efficient running of the Guthrie’s front of house operations, both lobbies and seating area, and leading the Visitor Services teams to provide a friendly, informed, and welcoming environment in a clean, safe, and comfortable facility for our patrons.
1. House Management
- Model and provide exceptional customer service, responding promptly to patron needs and requests including dealing with elevated customer service issues. Take every possible step to ensure that customers have a positive experience.
- Present a polite and professional demeanor when interacting with patrons and colleagues.
- Learn about and share information with ushers about Guthrie shows, programs, and other offerings.
- Ensure theater and lobby spaces are clean, safe and welcoming before, during, and after performances.
- Oversee all patron needs including seating arrangements, guest relations, and safety.
- Ensure all staff follow Guthrie policies and procedures.
- Help resolve seating problems, coordinating between patrons and box office.
- Assist patrons with accessibility needs as needed or when appropriate.
- In coordination with Stage Management, orchestrate the opening and closing of the house at the start and end of each performance, and troubleshoot any issue that occur during the performance. This includes managing the audience experience during and following intermission.
- Deal with all matters raised by members of the general public visiting the building and when necessary, follow the theater’s procedures when more significant issues or complaints are received.
- Communicate with Director of Visitor Services, informing them of patron comments, problems, or needs.
2.Show/Event Preparation and Administration
- Work with Visitor and Volunteer Services Manager as well as other departments to gather relevant details to prepare for each production, presentation or event.
- Attend dress rehearsal performances as needed to obtain accurate information.
- Work with Facilities and Security Departments to ensure appearance and safety of all public areas of the theater.
- Place signage relevant to each production and rental.
- Coordinate with Box Office to obtain necessary access needs for each performance and prepare seating accordingly.
- Help maintain functionality of ticket scanners.
- Implement the theater’s emergency plan and respond effectively to emergency situations.
- Complete daily reports for dissemination such as show reports.
3.Supervision and Leadership
- Lead, manage and supervise the Visitor Services Staff and Volunteers.
- Actively participate in team building. Foster a work environment of artistic excellence, community, equity, diversity, and inclusion, and financial responsibility.
- Prepare daily location assignments for Usher staff and volunteers.
- Attend and/or run pre-show meetings to communicate pertinent information to employees and volunteers.
- Track and log attendance of Usher staff and volunteers.
- Supervise and maintain positive relationships with volunteers.
- Act as a liaison between line staff, stage management, security, facilities, restaurants, and special events, communicating issues and offering solutions as appropriate.
- Use the organizational monthly check-in form to complete periodic check-ins with part-time usher staff.
- 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.
- 3 + years of House Management experience in a supervisory capacity.
- Experience, ability, and commitment to working with diverse groups in terms of gender expression, race, sexual orientation, religion, ability, age, class, and immigrant status.
- Exceptional customer service and interpersonal skills.
- Ability to train, motivate, and manage a diverse workforce.
- Ability to effectively manage the visitor experience, including visitors with special needs.
- Ability to remain calm and diplomatic under pressure.
- Ability to work quickly, efficiently, and independently.
- Demonstrated ability to take initiative.
- Flexibility and ability to easily adapt to change.
- Ability to communicate effectively both verbally and in writing.
A NOTE FROM HUMAN RESOURCES
Applicants must submit the following to be considered for the position:
- Cover letter
- References (3 total)
The Guthrie is dedicated to building a culturally diverse and equitable environment and strongly encourages applications from people of color and women. 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.