Job title: Front of House Associate

Organization: Hennepin Theatre Trust

Status: Part-Time, non-exempt

Revised: September 2023

Position Summary

Reporting to the theatre operations manager, the front of house associate delivers a great patron experience before, during and after performances. The following job description includes all front of house responsibilities: house manager, box office and usher. Job duties will be assigned to different staff members each shift. People in this role possess a high level of customer service, enjoy actively creating a positive and inclusive environment for all people, and are adept at taking on a supervisory role when needed. This is a part-time, hourly position working primarily evenings and weekends.

Principal Duties and Responsibilities

General responsibilities

The following responsibilities are the same for all assigned front of house roles:

• Provide excellent customer service by being friendly, welcoming, and helpful.
• Be knowledgeable of the Trust’s contribution to the community, Brave New Workshop performances, ticketing policies and procedures, and building highlights to share accurate information with patrons.
• Before performances, ensure the theatre and all public spaces (lobbies, stairwells, restrooms) are clean and neat.
• Comply with the dress code policy during all scheduled shifts.
• Provide ideas and suggestions for improvement and streamlining operations to the theatre operations manager and event center director.
• Be familiar with emergency and accident procedures and guidelines. Appropriately respond to and provide direction to patrons in emergency or evacuation situations.
• Perform other duties as assigned.

House Manager

• Oversee assigned performances, ensuring front of house operations are running smoothly and that the patron experience is above their expectations.
• Answer patron questions and resolve patron concerns by providing excellent customer service.
• Assign location and duties to ushers.
• Coordinate pre and post show functions with the production team.
• Ensure equipment, including, but not limited to, ticket scanners and POS systems are functional.
• Reconcile point of sale close out procedure with bartenders and box office.
• Submit accurate and complete end of shift reporting. Assist with other reporting as requested.
• Ensure closing duties are performed, the building is securely locked, and the security system is set.

Box Office

• Process ticket sales.
• Answer phone, email, and in-person ticketing requests and questions.
• Solve patron and ticketing issues with a sense of urgency.
• Complete end of shift financial reconciliation and reporting.
• Prepare for upcoming performances by printing tickets and preparing reports.
• Share group sales leads with the theatre operations manager.

User

• Scan theatre tickets and direct patrons to their seat. As needed, walk patrons to their seats in a courteous and professional manner. Depending on the show, hand out programs.
• Attend to people requiring assistance.
• Assist with crowd control and line management in a calm, friendly and effective manner.

Qualifications

Required

• Two years of customer service experience and/or theatre, front of house, house management, or related experience.
• Proven ability to provide excellent customer service.
• Excels at leading a team and overseeing event performances.
• Active commitment to establishing a productive, collaborative culture that values diversity, equity, and inclusion.
• Ability to build strong relationships and trust with a diverse group of people.
• High level of accuracy and attention to detail.
• Strong organizational skills and ability to manage multiple priorities with the ability to adapt to change.
• Ability to remain calm and focused under pressure.
• Strong problem-solving skills and sound judgement.
• Proficient in MS-Office and the ability to navigate basic pc, laptop, and mobile phone applications.
• Ability to report time using electronic time keeping systems.
• Experience operating POS systems and completing end of shift reconciliation.

Physical and Schedule Requirements

• Ability to work nights, weekends, and holidays.
• Ability to lift 25 pounds.
• Stand and walk for extended periods of time.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the assigned and essential functions.

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to change or modify such duties as required. All employees are responsible for following applicable Hennepin Theatre Trust policies and procedures as defined by their manager or Employee Handbook.

Hennepin Theatre Trust provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, or genetics.

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