Front of House Manager (On-Site) Reports to: Director of Audience Services Compensation: $48,000 - $56,000 annually plus benefits THE ORGANIZATION 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. LAND ACKNOWLEDGMENT The Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations. THE POSITION The Front of House Manager's primary role is to lead the house supervisors and ushering team for the Guthrie Theater, with regular reporting to the Director of Audience Services. This position develops, updates, maintains and executes the front of house protocols and standard operating procedures for performances and events that use the theater spaces. This position ensures the protocols and standard operating procedures maintain patron safety, patron comfort and the highest level of customer service. The Front of House Manager is responsible for the scheduling, training and performance reviews for all front of house supervisors and ushering staff. The position works in collaboration with multiple departments across the organization and represents the department on varying committees. All employees are expected to center, model and champion the Guthrie's core values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility. This position is full-time, exempt and benefits eligible. Compensation for this position is $48,000 - $56,000 annually plus benefits. The typical schedule is Tuesday - Saturday: Office Hours 10am - 6:30pm; Show Hours 2pm - 10:30pm. The Front of House Manager supervises at least 3 shows per week. The schedule and number of shows can vary based on the dynamic schedule of the theater performances. The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply. PRIMARY DUTIES AND RESPONSIBILITIES 1. Operations Management Performance/Event * Understand and ensure clear and concise execution of all safety protocols by House Management team members during evacuation procedures, medical emergencies, active attacker, severe weather procedures and any other emergencies that may arise during a performance. * Collaborate with Stage Manager to coordinate opening and closing prior to production starting. * Coordinate with Stage Managers and Box Office Supervisors for the opening and closing of the house and any seating necessary. * When supervising a show, oversees theater lobbies and the theater houses prior to, during and following performances. * Collaborate with Guest Services to ensure smooth lobby traffic and seating of patrons. * Lead pre-show meetings with volunteers and staff regarding their roles for a performance or event. * Prepare and distribute Access and end-of-show house reports. * Collaborate and partner with Group Sales and the Education Department on logistics for student matinees. Ensure all staff are trained on the process for challenges and concerns that may arise and understand the flow and operations of the day. * Address patron and usher issues for resolution as needed while adhering to the Guthrie's policies. * Partner with the Box Office Manager to ensure Specialists have information needed when reserving tickets for any special requests to inform and prepare for any access services in the house. * Coordinate with Event Sales for any rentals requiring front of house staff for seating or entry scanning. * Collaborate and coordinate with the Community Engagement department for any community happenings prior to or post performances with seating, door closing and scanning needs. * Collaborate and coordinate with the Accessibility Department to ensure front of house supports and is knowledgeable about the theater's accessibility resources and programs. Management * Plan, assign and publish schedules for House Supervisor and ushers. Maintain acceptable employee levels for each performance/event. Approve scheduling change requests using scheduling tool after schedule is published. * Collaborate with Audience Services staff to ensure volunteer positions are posted in Volunteer Hub for performances and special events. Train volunteers in any different positions. * Communicate relevant organizational information to all House Management staff. * Identify areas of development and training for House Management staff; create and facilitate on-going training events for house management staff. * Create content and facilitate staff meetings and trainings, in collaboration with the Director of Audience Services and Associate Director of Audience Services. Collaborate with Box Office, Guest Services, and other departments during Front-Facing Teams events. * Keep staff informed of changes in front of house policies and practices and incorporate into staff training and meetings. * 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 patrons, donors and colleagues. * Provide guests with accurate, up-to-date information about the Guthrie's productions, programs and building. * Share themes and feedback from staff, audience/patrons with the Director of Audience Services and other departments as needed. 3. Financial Management * Ensure staffing levels stay within identified guidelines. * Manage House Management resources and equipment. Coordinate with Facilities, Environmental Services, and other departments for maintenance and repair requests. 4. Talent Management * Directly supervise the House Supervisors, Lead Ushers and Ushers Level 1 - 3. * Lead, manage, supervise and motivate the House Management staff and volunteers. * Regularly monitor attendance for usher staff and use Audience Services attendance policy protocols to coach and create improvement plans. * Use the organizational check-in forms to complete monthly check-ins with direct reports and identify areas for improvement, individual praise and successes. * Coach and develop staff members by monitoring employee productivity and providing constructive feedback. * Facilitate conflict resolution among employees; ensuring adherence to legal and organizational policies and procedures and undertaking disciplinary actions and include HR if the need arises. * Complete annual performance evaluations for all direct reports. * Maintain and approve direct report timesheets, time off requests, and other personnel records * Collaborate in the creation of a yearly training calendar for Audience Services and cross departmental/organization training with various departments. * Identifies volunteer positions, needs, and assignments. Works in partnership with the Associate Director of Audience Services on volunteer recruitment and the schedule for performances and events. * Develop, document and track training for volunteers to ensure volunteers are trained for assigned positions. Paid Staff Hiring & Onboarding: * Oversee hiring process and collaborate with Human Resources to ensure smooth hiring process for House Supervisors, Lead Ushers and Ushers Levels 1 - 3. * Process and coordinate all new hire paperwork with employees, Human Resources and Information Technology. * Develop onboarding process for direct reports. * Participate in hiring process and interviews for other Audience Services roles as need Training * Monitor and track employee development to ensure all staff are trained in their respective position requirements, standard operating procedures and customer service as they relate to patrons. * Facilitate and track staff attendance for all trainings and organization paid meetings and activities. * Develop and maintain documentation on training materials for onboarding process and trainings. * Ensure the onboarding materials, orientation, training and emergency guides are current both in print and online. Create additional documentation to support updates or new training initiatives. 5. Strategy Management * Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility. * Audit current processes and practices to identify improvement for areas of focus and ensure documentation is updated as needed. * Support messaging and implementation of Guthrie initiatives. * Participate in assigned organizational committee meetings. ESSENTIAL KNOWLEDGE AND QUALIFICATIONS * Demonstrated experience in house management required. * Demonstrated experience in direct supervision and in leading, managing and motivating large teams required. * Demonstrated experience in creating and leading training. * Experience in working with different types of audiences. * Working knowledge of nonprofit, performing arts organizations and their various constituent relationships, interactions and transactions. * Exceptional customer service skills 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. * Seeks innovative solutions to improve systems, processes and future planning. * Remains calm in demanding situations. * Demonstrates self- initiative. * Collaborates effectively to achieve common goals, be a strong team player, and to contribute positive energy, creativity and enthusiasm. * Experience and comfort with computer software and with Microsoft Office products preferred. * Can repeatedly move up and down flights of stairs in various areas of the theater, including in low light conditions and during emergencies. * Can lift/move/carry a minimum of 25 lbs., read in low light conditions, twist and bend frequently, pick up items from the floor, and stand for long periods of time regularly throughout a work shift. * Can adapt and move from area to area and perform different tasks as needed. * Must be willing and able to work flexible hours/days, including evenings and weekends, reflective of the dynamic schedule of the theater. * Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law. Applicants must submit a resume and cover letter to be considered for the position. THE LOCATION The Guthrie Theater is located in the historic Mill District along the Mississippi River in Minneapolis, Minnesota. As the largest city in the state, Minneapolis offers a large variety of parks, lakes, great food, festivals, malls and more. WHY SHOULD I APPLY? Be a part of a leading non-profit organization that is committed to serving not only the local Twin Cities community but the industry as a whole. In addition to a competitive salary, the Guthrie offers top-notch employee benefits and staff perks. Competitive Benefits Health insurance Dental insurance Vision insurance Health Savings Accounts (HSA) Employer contributions to HSA Flexible Spending Accounts (FSA) Dependent Care FSA Group Life Insurance Voluntary Life Insurance Long Term Disability Short Term Disability Employee Assistance Program 403(b) Retirement Plan (with employer match up to 4.5% after one year of service) Transportation Subsidized passes for Metro Transit buses and trains Discounted pre-tax monthly ramp parking Discounted bike locker rental Paid Time Off Generous Paid Time Off (PTO) Volunteer Time Off (VTO) Complimentary Tickets To Guthrie productions Discounted Tickets To all shows produced by the Guthrie To some performances hosted by the Guthrie Classes and Camps Discounts to Guthrie classes and camps Other Perks and Resources Guthrie Store discount Employee Affinity Groups A NOTE FROM HUMAN RESOURCES Applicants must submit a resume and cover letter to be considered for the position.