Assistant House Manager - Hollywood Pantages Theatre

ASSISTANT HOUSE MANAGER

JOB PURPOSE: To assist the House Manager in being responsible for the presentation and delivery of the public image of the Hollywood Pantages Theatre in all Front of House areas. To assist in recruiting, managing, motivating and training all customer service staff (Supervisors, Ushers, and Porters).

To act as the Theatre’s representative alongside the House Manager and ensure efficient and smooth running of all Front of House operations at all times.

The ideal candidate would be a motivated and enthusiastic individual with a mind toward excellent customer service, experience managing 20+ people and a passion for creating and sustaining a productive, comfortable and inclusive environment for our diverse workforce. Organization, attention to detail, and a willingness to learn will ease the transition into being a part of the largest theatrical presence in Los Angeles.



KEY RESPONSIBILITIES:

STAFFING

• To assist the House Manager in the management of customer service staff, ensuring the delivery of the customer service policy, achievement of goals, disciplinary matters and appraisals.

• To facilitate two-way communication with all Front of House staff, ensuring that all staff understand the standards required of them, soliciting regular feedback from them, listening and responding to staff concerns, and providing them with ongoing and timely performance feedback.

• To assist the House Manager in the effective training of all Front of House staff, including the successful orientation and onboarding of all new staff.

• To assist the House Manger in management of the daily staffing needs of a performance, ensuring adequate and suitable staffing levels at all times.

• To assist in the creation of schedules for all other Front of House staff including security, ensuring the theatre is fully staffed at all times.

• To proactively build relationships and networks to ensure we are reaching a diverse network of talented potential Front of House employees.

• To assist the House Manager in organizing regular meetings prior to the start of each performance for Front of House staff, and ensure they are continually kept well informed, and to ensure any staff issues and questions are heard and addressed.

• To assist the House Manager in creating and sustaining a comfortable and inclusive working environment.



DUTIES/AUDIENCE CARE

• To assist the House Manager to develop and manage changes and improvements to the customer service provided in the theatre areas and all temporary spaces.

• To assist the House Manager to develop and improve Front of House procedures and systems.

• To collaborate with the House Manager to produce training manuals for FOH operations to ensure consistency of standards.

• To assist the House Manager to undertake initiatives, including assisting in the organization of short training courses and other activities to enhance staff performance, provide professional development and as part of the customer service policy.

• To assist the House Manager to complete an informative show report at the end of each shift and follow up with the General Manager to solve any issues noted on the report.

• To collaborate with the House Manager in establishing requirements for customer service activities.

• To assist the House Manager in distributing information about forthcoming productions, including special requirements particular to individual shows.

• To attend dress rehearsal performances and communicate updates to all relevant staff.



ACCESS/ADA REQUIREMENTS

• To be familiar with and follow the latest requirements for access to the theatre by persons with disabilities.

• To ensure the principles of the Hollywood Pantages Theatre access policy are upheld.



HEALTH & SAFETY/REGULATIONS

• To be familiar with and comply with all local, state and federal regulations.

• To be familiar with and comply with all relevant H&S legislation and the company H&S policy.

• To ensure that regular performance emergency drills occur, and all staff are effectively trained.

• To collaborate with the House Manager and General Manager to regularly review and develop the effectiveness of all performance evacuation procedures.

• To be trained in first aid, CPR and AED. (Training will be provided.)

• To be familiar with the theatre fire alarm system. (Training will be provided.)



ADMINISTRATION/COMMUNICATION

• To collaborate with other departments to compile and organize schedule information, including assisting with the coordination and preparation of special events.

• To liaise with other departments and ensure information gathered is distributed appropriately.

• To assist with the administration of customer complaints and compliments.



FINANCE

• To assist the House Manager to ensure that staffing expenditure is kept within agreed limits.

• To collaborate with the concessions department and contracted caterers to help ensure that Front of House sales are maximized.

• To assist the House Manager in submitting weekly payroll for all Front of House staff.



BUILDING/MAINTENANCE

• To contribute to ensuring that the building is well cleaned and maintained at all times.

• To report any issue to the relevant departments.



OTHER

• To be an additional liaison with the concessions, bar and merchandise operators in connection with evening operations, to ensure this function links with the smooth running of Front of House procedures.

• To assist, when necessary, with external groups renting theatre spaces for events (e.g., weddings, conferences, meetings, charity events, etc.).

• To assist, when necessary, with internal special events.

• To act on behalf of the House Manager in their absence or when required.



QUALIFICATIONS



THE IDEAL CANDIDATE WILL HAVE:

• 2-4 years previous experience as an Assistant Theatre/House Manager preferred, but not necessary. (Can be in a comparable industry such as sporting venues, theme parks, hotel and event management.)

• Excellent staff management skills/experience, including creating and sustaining a comfortable and inclusive environment for a diverse staff.

• Highly organized, efficient and confident nature.

• Administrative skills, including knowledge of MS packages (Word, Excel, Outlook).

• Strong communication and interpersonal skills, including effective listening and conflict resolution abilities.

• Time management skills

• Ability to provide effective and regular performance feedback and motivate staff.

• Ability to prioritize a varied workload and work to deadlines.

• Ability to identify and solve problems, timely escalate issues as needed, as well as act on one’s own initiative.

• Ability to act with integrity and observe confidentiality.

• Positive, enthusiastic and flexible attitude.

• Experience providing training to large teams of people.

• Prior training in first aid.



REPORTING TO: House Manager

DIRECT REPORTS: 60+

WORK SCHEDULE: Full-time, exempt

COMPENSATION: Begins at $1,120/week

BENEFITS: Health Insurance, Vision and Dental, 401K, etc.



Broadway in Hollywood is committed to a workplace where everyone is free from bias, prejudice, discrimination and harassment. The organization strives to ensure a welcoming work environment where everyone belongs and is valued, encouraged & respected for their unique contributions. We are focused on building a culture that acknowledges and values Diversity, Equity and Inclusion.



We are an equal opportunity employer and welcome all to apply.

TO APPLY: https://www.broadwayinhollywood.com/assistanthousemanager
Salary: $1,120/wk