About The Position
- The House/Access Manager is a frontline customer service role providing exceptional service to all patrons and guests.
- Reports to the Customer Experience Manager and the Senior House Manager on duty.
- House/Access Managers also work as members of our Accessibility team by providing aid to patrons with a wide array of ADA needs.
- Will cross-train with Premium House Managers to provide support with premium services when needed during events.
Responsibilities
- Pre-Event
- Attends pre-show meetings to obtain all necessary pre-show information and procedures.
- Communicates show assignments and show specific needs to Experience Ambassadors and Experience Guides prior to each performance.
- Ensures all areas of their assigned levels are presentable and ready to receive patrons. Communicates any cleaning needs to Facilities team.
- During Event
- During ingress, be readily available to answer guest inquiries and escorts patrons to appropriate areas as needed.
- Communicates over radio of any patron needs that may arise.
- Maintains and monitors all public foot paths on their level
- Anticipates patron needs, satisfies guest requests, and resolves guest issues quickly and efficiently.
- Provides assisted listening devices, KultureCity sensory bags, assistance with mobility device checks, and seating relocations for patrons with ADA needs
- Maintains working knowledge of upgrade offerings and answers questions from existing or potential premium experience guests.
- Provides accurate event information to patrons (i.e., event details, general building knowledge and all building amenities).
- Provides support to Experience Ambassadors and Experience Guides when needed to quickly resolve patron issues or concerns.
- Completes House/Access Manager notes for post-show House reports
- Other duties
Assists the Senior House Manager and Premium Experience House Manager with any needs that may arise.
PEOPLE, PLACES, and THINGS
- The House/Access Manager has the honor of leading the front-of-house staff of San Antonio’s beloved landmarks, the Majestic Theatre (1929), Charline McCombs Empire Theatre (1914), and the Espee (1902).
EXPERIENCE And SKILLS
The ideal candidate will have:
- Minimum High school diploma required. Some college preferred.
- Minimum 2 years Hospitality or Customer Service experience required.
- Professional appearance
- Engaging personality and a desire to exceed guest expectations
- Demonstrates excellent communication and problem-solving skills with patrons and staff across all levels
- Ability to work well under stress and solve problems quickly and courteously.
- Must be able to work flexible hours, including nights, weekends, and some holidays.
- Must be able to work full shifts which may exceed 4 hours.
- Must be able to work in all weather conditions.
- Must be able to stand for long periods of time
- Must be able to lift at least 30lbs
- Must be able to work a minimum of 5 Broadway and 2 non-Broadway events or 20% of events per month. (Number based on booked events. Failure to meet minimum work requirement after three consecutive months may result in termination)
COMPETENCIES
- Customer Service
- Communication
- Problem Solving
- Professionalism
- Flexibility
About Atg
Nothing beats the energy and excitement of a great live performance. That’s why our mission is to bring the very best in music, theater, comedy, and more to the largest possible number of people. Since 1992, we’ve grown to be a world leader in live entertainment. 10 million people annually attend live performances at one of our 50 iconic venues across North America, the United Kingdom, and Germany. That number keeps growing. We partner with the world’s top creative talent and present critically acclaimed productions that have won over 80 Tony and Olivier Awards. We also operate some of the world’s most popular theatre ticketing sites, with 11 million and counting customers getting their tickets directly from us.
People are at the heart of our success. Our core values - Passionate, Smart, Collaborative, and Ambitious – are about our people. Thousands of people work for ATG worldwide, and their passion and commitment allow us to create outstanding live entertainment experiences.
To learn more about ATG, visit www.atg.co.uk/
ATG’S INCLUSION, DIVERSITY, EQUITY, & ACCESS MISSION STATEMENT
Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG, we provide a stage for everyone.
