POSITION SUMMARY:
The Front of House Managers provide event oversight forsupporting and implementing Heritage Theatre policies, including safety procedures. House Managers report to the Production Manager on the day of events, but pre and post event correspondences are reported to the Theatre Manager. The House Manager is to provide excellent customer service to the public, as well as to the client. Must be willing to work some nights and weekends and have great interpersonal and organizational skills.
The Heritage Theatre is located at the Campbell Community Center, is owned by the City of Campbell and managed by VenueTech Management Group.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Provide event support for performances, meetings, corporate conferences, galas, film screenings, and other events at the theatre
- Act as on-site contact/liaison for in-house staff, patrons, and rental clients. Manage & assign duties for staff ushers and volunteers per event shift. Address and document staff time sheets, conduct and issues
- Refer to the permit in the designated event folder for the details regarding opening of lobby and house, running time including intermission, late seating, etc. Coordinate changes with Theatre tech crew and client and document any changes on event guide
- Understand and perform duties as listed in venue’s House Manager Checklist
- General clerical duties, including cash management on occasion
- Maintain working knowledge of ADA requirements, crowd control practices, crisis intervention, and emergency procedures
- Maintain a lobby presence during the event to assist patrons and staff. Make periodic walk throughs of lobby, restrooms, and auditorium before and after an event, as well as, during intermission
- Monitor physical surroundings in all Front of House areas prior to, throughout and after events for safety, cleanliness and functionality
- Work in conjunction with Event Box Office, resolve any ticket and seating issues at events. Work closely with the Production Manager and report to them before, during, and after events
- Respond quickly and courteously to patrons’ needs, questions, comments, or concerns with answers and/or action
- Perform basic troubleshooting for radio equipment and ticket scanners.
- Attend periodic mandatory front of house meetings
- Secure front of house facilities and check out with on-site Production Manager at the end of shift
- Additional duties as assigned by Production Manager or Theatre Manager
MARGINAL DUTIES:
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
A high school diploma and one year of experience in a performing arts theater or a related customer service field is preferred, along with demonstrated customer service skills. Experience with ticketing software and cash handling is also preferred.
CERTIFICATES, LICENSES, REGISTRATIONS:
- Must be able to pass background check prior to hiring.
- Sexual Harassment Prevention Training will be provided on the first day of employment and a certificate will be issued.
- Clean driving record is required to anyone driving on behalf of VenueTech.
OTHER SKILLS and ABILITIES:
- Ability to follow policies and procedures.
- Ability to operate computer, printer, other office machines.
- Ability to communicate clearly verbally and in writing.
- Demonstrates good listening skills.
- Good organizational skills.
- Ability to work independently and as part of a team.
- Background and experience in Theatre or other business operations that directly works with the general public.
- Experience working as a direct point of contact with the general public both in person and on the telephone.
- Experience supervising volunteers and paid staff.
- Must be polite, friendly and extremely good at working with people.
- Ability to multitask and be deadline driven.
- Ability to work independently and as part of a team.
- Availability to work variable schedules, including days, evenings, weekends, and holidays.
PSYCHOLOGICAL DEMANDS OF THE JOB: The psychological demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly (2/3 or more of total time):
- Managing multiple tasks and shifting priorities in a fast-paced environment
- Collaborating and communicating effectively as part of a team
- Providing high-quality customer service with professionalism and emotional regulation
- Maintaining strong attention to detail and accuracy under minimal supervision
Frequently (1/3 to 2/3 of total time):
- Taking event notes and preparing concise post-event summary reports
- Resolving patron concerns, including seating or ticketing issues, with patience and problem-solving
Occasionally (up to 1/3 of total time):
- Adapting to last-minute changes or unexpected patron needs with calm, solution-oriented thinking
- Anticipating and responding to potential customer service challenges before they escalate
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly (2/3 or more total time) required to:
- Stand for extended periods, particularly during performances and audience arrival/departure.
- Walk throughout the theatre, lobby, and backstage areas.
- Communicate clearly with patrons, staff, and performers, both in person and via radio or phone.
- Use hands to handle tickets, open doors, set up signage, or operate communication devices.
- Taking event notes and event summary reports.
- Resolving seating or patron purchase issues for events.
Frequently (1/3 to 2/3 total time) required to:
- Kneel to file.
- Squat to file.
- Work in dim or variable lighting conditions, particularly during shows.
Occasionally (up to 1/3 total time) required to:
- Lift and move chairs, tables, stanchions, or small equipment (up to 25 pounds).
- Reach, bend, and stoop in the course of setting up lobby displays or accessing storage areas.
- Climb stairs, including frequent trips between audience and backstage areas.
- Assist with light cleaning, restocking restroom or lobby supplies, or emergency facility needs.
Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment varies, especially during events.
EQUIPMENT USED:
Regularly:
Tables
Chairs
Computer and phone
Two-way radios
Occasionally:
Ticket scanners of handheld devices
Cleaning supplies
Signage, stanchions, and other crowd-control equipment
Job Type: Part-time
Pay: $19.00 - $23.50 per hour
Benefits:
Ability to Commute:
- Campbell, CA 95008 (Required)
Work Location: In person
