House Manager

Flynn Center for the Performing Arts; Burlington (VT); On-site; USD 38,000 - 54,000; Full time

Job summary

The Flynn Center for the Performing Arts in Burlington, VT seeks an experienced Front of House Supervisor to oversee Ushers and concessions, coordinate with the Box Office and Stage Manager, and ensure patron safety and excellent service during events.

You will lead pre-show briefings, manage seating, handle incidents, and supervise Bar/Concessions and merchandiser staff, maintaining calm under pressure and delivering a positive guest experience across all performances.

Qualifications

• Excellent customer service and guest relations.
• Strong interpersonal and communication skills.
• Ability to make timely decisions in emergencies.
• Proven ability to supervise ushers, concessions and merchandiser.
• Willingness to work nights and weekends and across genres.

Responsibilities

• Oversee front-of-house operations and Ushers during Flynn Center events.
• Lead pre-show briefings and coordinate with Box Office, Stage Manager, and staff.
• Monitor seating, accessibility needs, and late seating policy.
• Assist during emergencies and document incidents.
• Post-show duties: restore seating areas and obtain final reports.

Skills

Customer service

Interpersonal skills

Communication

Decision making

Calm under pressure

Staff supervision

Job description

BASIC FUNCTION

Provide professional service that ensures the well-being and safety of patrons and theatre during Flynn Center events. Oversee all front-of-house operations including management of Ushers, communication with the Box Office Manager, and coordination with Rental Company, Stage Manager, and/or Flynn staff, as well as bar/concessionaires, merchandiser, and caterers.

PRIMARY DUTIES

• Arrive 2 ½ hours before the scheduled curtain time.
• Complete pre-show Fire Safety inspection and facilities checklists.
• Obtain House Manager Information sheet and Usher attendance list.
• Obtain seating configuration/capacity and relevant production information from Flynn Manager.
• Obtain current ticket sales and accessibility needs from Box Office Manager.
• Coordinate with Stage Manager (for rental shows) or Flynn staff (for Flynn events) regarding opening of the house, start of show, late seating, and resuming show after intermission.
• Mark off reserved and accessible seating.
• Conduct pre-show meetings with Ushers to review emergency procedures and relay pertinent show information from the House Manager Information sheet.
• Assign Usher positions and responsibilities:
  • Pre-show: Check the house.
  • House open positions: Ticket takers (main lobby) and Ushers to help seat patrons (in House).
  • During the show: Close doors, follow late seating policy, be a presence in the back of the house.
  • Post show: Open doors and monitor exit of patrons, clear, clean, and restore seating areas.

• Follow protocol to assist patrons with accessibility needs.
• Dim Bar/Concessions lights to alert patrons the show is about to begin or resume.
• Be available to support Ushers as they greet latecomers and follow the late seating policy.
• Handle any problems in a friendly and courteous manner; obtain the name and contact information of the patron if there are issues that Flynn staff will need to follow up on.
• Complete incident reports to document any injury, falls, illnesses, or other incidents relating to patrons or staff.
• Be a presence and available in the back of the house during shows.
• Assist Bar/Concessions as needed.
• Assist with evacuation during an emergency and communicate with Fire, EMS, or other emergency personnel upon arrival.
• At the end of each show, monitor the exit of patrons and assist Ushers in clearing, cleaning, and restoring seating. Release Ushers when post-show duties are complete.
• Obtain final sales reports/settlements from Bar/Concessions and Merchandiser.
• Complete post-show checklist and House Manager Report.
• Full understanding of the House Manager Manual, Ushers Handbook, House Manager Report, Pre and Post Show Checklists, and Fire panel instructions.

REQUIREMENTS

• Take direction from Flynn Management; work collaboratively with other Flynn staff, as required.
• Must be at least 18 years of age.
• Availability and flexibility to work nights and weekends based on performance schedule.
• Be able and willing to work all shows, all genres, including music concerts.
• Ability to follow protocol and remain calm during an emergency.
• Ability to supervise Ushers, Bar/Concessions, and Merchandiser.
• Ability to stand, walk, bend, etc. for extended periods, lift up to 30 lbs., and occasionally use stepstool or small ladder.
• Ability to communicate effectively with Ushers, Box Office Manager, Stage Manager, and Flynn Staff.
• Positive, engaging personality, and professional appearance.
• Possess excellent customer service skills to help ensure our patrons have a positive experience.
• Exceptional interpersonal and communication skills.
• Basic math and computer skills.

SUPERVISION EXERCISED

• Ushers
• Bar/Concessions staff

SUPERVISION RECEIVED

• From Flynn Management, work collaboratively with other Flynn staff, as required.

QUALIFICATIONS

• Possess excellent customer service skills to help ensure our patrons have a positive experience.
• Ability to use good judgment and make timely decisions in situations that may require quick thought and action.
• Demonstrate and maintain a high level of responsibility and accountability.
• Ability to work in a fast-paced environment and effectively manage a large gathering of people.
• Exceptional interpersonal and communication skills.
• Two years’ relevant experience preferred.
• Forward-facing customer service highly desirable.

This general outline illustrates the type of work that characterizes the Job Classification. It is not an all-encompassing statement of the specific duties, responsibilities and qualifications of individual positions assigned to the classification.