Concessions Lead

The-Children; Minneapolis (MN); On-site; USD 25,000 - 33,000; Full time

Job summary

Children's Theatre Company seeks a Concessions Lead to guide the FOH concessions team during performances. You will manage cash handling, inventory, training, and daily operations to ensure a welcoming concessions environment.

Lead by example, uphold safety and service standards, and collaborate with the FOH Manager to optimize performance operations and patron experience.

Qualifications

• Experience in customer service with diverse groups.
• Experience with Square POS and cash handling.
• FOH/ushering experience in nonprofit or arts org is a plus.

Responsibilities

• Lead concession operations during performances, ensuring timely setup and clean closure.
• Accurately count cash and reconcile drawers; prepare deposits and paperwork.
• Monitor stock levels and coordinate restocking; communicate inventory needs.

Skills

Collaboration

Communication

Coping under pressure

Critical thinking

Customer service

Decision making

Detail oriented

Inclusive

Professionalism

Education

CPR/AED/First Aid Certification

Alcohol service certification

Tools

Square POS

Job description

POSITION SUMMARYThe Concessions Lead plays a key leadership role within the Front of House (FOH) team, serving as the primary point of contact for all concession-related operations during public performances. This position ensures efficient sales, accurate cash handling, proper inventory management, and a clean, inviting concessions environment. In addition to maintaining exceptional customer service standards, the Concessions Lead oversees and supports FOH Associates working concessions, provides training and guidance to new team members, and communicates regularly with the FOH Manager regarding operations and staffing. This role also contributes to the overall success of performances by assisting with general FOH responsibilities as needed, helping to create a safe, inclusive, and enjoyable experience for all patrons.This position reports to the Front of House Manager.ESSENTIAL FUNCTIONSConcessionsLead all concession operations during performances, ensuring timely setup, efficient service, and clean closureAccurately count cash and reconcile drawers/registers before and after shifts; prepare nightly deposits and required paperworkMonitor stock levels and coordinate restocking; proactively communicate with the FOH Manager regarding inventory needsMaintain a clean, organized, and compliant concessions area at all timesAssign tasks and guide FOH Associates working in concessions and/or merchandise roles, ensuring clarity in responsibilitiesTrain and onboard new Concessions Leads, primarily through shadowing during performance shifts, and provide timely progress updates to the FOH ManagerCollaborate with the FOH Manager to generate sales reports, resolve discrepancies, and improve operational efficiencyEnsure compliance with safety, food handling, and alcohol service protocols during concession operationsDemonstrate dependable, timely attendance for scheduled shifts and follow call-out procedures per CTC policy and applicable lawPatron ServicesParticipate in lobby, theatre, and concession stand setup before each performanceProvide friendly and informative service by scanning tickets, assisting with seating, and responding to patron inquiriesOperate Square sales system efficiently at concessions and gift shop stations pre-show, during intermission, and post-showSupport patron egress post-performance, ensuring a safe and welcoming environmentAssist with cleaning and restocking of theatre, concessions, and gift shop for subsequent performancesRepresent CTC professionally at events and training sessions; project a positive brand image at all timesActively promote a safe, inclusive, and welcoming atmosphere for all guests and staffRepresent Children’s Theatre Company at both internal and external events as requestedAttend trainings and meetings as requiredPerform other duties as assigned by the Front of House Manager and/or Performance SupervisorProject the brand image of CTC through actions and behaviors at events and at the theatreCollaborate with all staff in the furtherance of CTC’s goal of being an anti-racist/anti-bias theatre that works towards Justice, Equity, Diversity and InclusionEncourage and empower everyone to speak out against racist and/or biased workplace practices and policiesPositively contribute to the ACT One platform, creating a future where our theatre is a home for all people, all families, reflective of our communityCompetency RequirementsCollaboration – Ability to work with others and be a positive team member contributing to a positive cultureCommunication – Ability to express oneself clearly in interactions with others and to understand what others are expressingCoping under pressure – Ability to maintain a calm demeanor and make sound decisions in the face of high stress situationsCritical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problemsCustomer Service – Knowledge of principles and practices for providing customer services, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfactionDecision Making – Ability to make critical decisions while following company proceduresDetail-oriented – Thoroughness and accuracy when completing a task through concern for all areas involved, no matter how smallInclusive – Skill and value of providing equal access of opportunities and resources for people who might otherwise be excluded or marginalizedProfessionalism – Demonstration of personal accountability and effective work habits, and an understanding of the impact of communication and professional image; acting with integrity and ethical behavior with the interest of the community in mindPhysical AspectsThis role is periodically responsible for activities that require certain physical abilities. CTC will make reasonable accommodations for employees who are not able to perform these activities, but who are otherwise able to perform the essential aspects of the role. The more physically demanding aspects of the role are:Periodically lifting and moving items like program boxes, concession boxes, merchandise, etc. of up to 50lbsAssisting patrons up and down stairs repeatedly in a darkened environmentStanding for long periods of timeExperienceDemonstrated customer service skills including working with diverse groups of peoplePrevious ushering experience in a non-profit or arts organization a plus, but not requiredDemonstrated experience with point-of-sale (e.g., Square) and cash handling, including opening/closing drawers, reconciling tills, and preparing nightly depositsComputer SkillsAbility to quickly learn and use institutional programs such as Square, When 2 Work and PaycomCertificates & LicensesCPR/AED/First Aid Certification; training is provided for candidates who do not already possess this certificationThe position is required to be certified to sell and handle alcohol; training is provided for candidates who do not already possess this certificationOther RequirementsMUST be available for at least two weeknight performances and one weekend day during the run of all productionsAvailability for weekday mornings are a plusA commitment to ethical conduct in all respects of the work environmentA commitment to creating a just, equitable and inclusive work environmentA commitment to the protection of confidential information to which this position has accessWillingness to wear CTC Front of House uniformMust be age 18 or older