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. 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 problem solve under pressure and be able to clearly communicate instructions and needs. Prior FOH experience a busy theatrical environment is preferred. Work Environment: The House Manager(s) will routinely be exposed to large crowds in an indoor capacity. Visual environment will include changes from high to low lighting levels frequently and quickly. Noise levels can range from high volume theatrical sound to very quiet, whisper levels. House Manager(s) must anticipate and be sensitive to all lighting & sound scenarios. House Manager(s) will be required to navigate all areas quickly, including stairs, slopes, elevators, hallways, and lobbies. PLA events will primarily take place at the Annenberg Center for the Performing Arts, but there will be off-site shifts, as well. House Managers may also oversee concurrent events at the same venue. Availability to work a varied schedule including daytime, evenings, weekends, holidays as performance and event schedule requires. We encourage all applicants with a unique perspective to apply, including Students, Artists, Working Professionals, Career Changers and so forth. We are committed to diversity in all areas both on stage and in Guest Services. Ability to stand/walk for long periods of time.
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