The Philadelphia Orchestra Philadelphia , PA 19107
Posted 6 days ago
Reporting to: Associate Director of Audience Services
Department: Audience Experience
Summary:
The Assistant House Manager, in conjunction with the House Manager on duty, is responsible for the overall front of house event operations on a per-event basis in the Academy of Music, Miller Theater, and Kimmel Center for the Performing Arts. This includes overseeing Usher staff and providing them with event-related information, attending to guests needs, resolving problems as they arise, and ensuring all staff adhere to guidelines as outlined in our customer service initiatives. Performance Associates will be an on-site representative of the front of house operations team and will be a point of contact for artists' teams and staff, providing information as requested and ensuring front of house needs are met.
Essential Functions:
Create exceptional experiences for Audiences and team members
Coordinate with House Manager to oversee Usher staff by providing direction, guidance, and issuing written discipline, as necessary
Lead Usher meeting to provide Ushers with relevant information relating to the day's event(s)
Serve as a point of contact for front of house information and needs during an event
Resolve Guest issues, such as broken seats, double-booking, accommodating Guests with disabilities, etc.
Communicates with Production Manager to ensure needs of the production are balanced with the needs of guests (i.e. requesting a performance start a few minutes late to accommodate late-arriving guests)
Communicates and coordinates with concessions staff to ensure event info (including timings) is relayed
Communicates and coordinates with engineering staff to relay concerns relating to climate control, maintenance needs, safety concerns, etc.
Communicates and coordinates with housekeeping staff to ensure venue is clean and stocked prior to, during, and after performances
Act as a liaison to the box office team and coordinate with them to resolve seating issues
Generate and distribute performance reports that will aid other teams in answering questions about the performances
Record accurate in-depth and sensitive details of event, in Campus Experience "shift log"
Relay emergency calls to Security so they may respond and assess quickly
Determine action to be taken, in the event of an emergency, together with the Security Supervisor, up to and including evacuation
Other duties as assigned
Education and Experience:
High School diploma or equivalent required
Excellent customer service skills
Experience managing teams of 30 or more people
Prior experience providing customer service in a busy theatrical environment
Ability to deal with guests in a gracious, informed and respectful manner
Excellent communication skills
Ability to problem solve under pressure
Environment, Physical demands and other conditions:
Availability to work a varied schedule including daytime, evenings, weekends, holidays as performance schedule requires.
Ability to stand/walk for long periods of time up to four (4) hours
Working Conditions/Physical Demands
Routine for office environment.
Resume and cover letter are required when applying for this position.
The Philadelphia Orchestra and Kimmel Center, Inc. does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.
The Philadelphia Orchestra