FoH Staff (House Manager, Box Office Manager, Box Office Agent, Ushers) - DSB Productions

FoH Staff (House Manager, Box Office Manager, Box Office Agent, Ushers)

Now hiring all Front of House positions for a soon-to-be-announced immersive venue opening in Times Square. All positions are on a production contract basis.



Rehearsal & Performance Information (Subject to change)

Contract Schedule:

House Manager: September 23rd, 2022- January 1, 2023

Box Office Manager: September 21, 2022 - January 7, 2023

Box Office Agent: September 22, 2022- January 1, 2023

Ushers: September 24th, 2022- January 1, 2023



Schedule: The venue runs in two shifts, a mid day- evening and an evening- late night, actual hours vary. Staff must be available to work 6 of 7 days per week, up to 40 hours, with one dark day.



Rehearsals: September 21-24

Dress Rehearsals: September 27-30

Opening Night: Oct 1

Performances: Oct 2- Dec 31, 7 days per week.



Open Positions:

Box Office Manager- $1,100 P/W (max 40 hours).

The Box Office Manager will oversee the overall day to day operations of the ticketing department, requiring a high level of both internal and external communication and coordination. This role is highly visible and interacts with sponsors, vendors, clients, programmers, development staff and marketing staff. This individual may be the first interaction members of the public have in answering inquiries about programs and helping a visitor obtain production tickets. This position ensures that programs are listed on our website in a timely manner, ticket inquiries and refunds are handled promptly and with the highest level of customer service and that frontline visitor’s services staff are well-supported in real time. They also need to prepare reports and keep management dashboard current, interfacing with the technical team, marketing team, and producers to make sure that special events and offers are incorporated in the box office system.



RESPONSIBILITIES:

-Manages the ShowClix box office system, becoming fluent in its back-office operations and is able to train other staff members in its use.

-Prepares daily audience attendance reports, including documentation on all ticket sales, receipts and cash deposits.

-Prepares cash deposits, and reconciliation reports.

-Ensures that all Box Office data is accurately maintained.

-Creates events reports for management and programmers in order to track success metrics for each program, exhibition and event.

-Supervises efficient development and implementation of all box office policies and procedures to handle ticket sales efficiently and ensure the highest level of customer service interaction – online, on the phone and in-person.

-Monitors all customer requests and complaints and trains Visitors Services staff on Box Office to ensure optimal level of customer services to provide resolution and timely and accurate processing of all ticket sales, refunds and other requests.

-Supervises all Box Office processes, such as exchanges, refunds, group bookings.

-Coordinates with marketing and/or development of all discount codes and ticket offers and participates in assessment meetings to measure metrics and offer guidance on where changes might be productive.

-Works closely with the IT and ShowClix team to install any Box Office upgrades or new versions of software.

-Assists all departments to manage all subscriptions, where needed, as well helping to create mailing and contact lists based on ticket sales data.

-Maintains records of sources for all ticket sales and works with marketing and membership with that information to maximize successful ticket sales growth.

-Maintains an inventory of all box office supplies and informs the Venue Manager of any needs with adequate advance notice.

-Troubleshoots on all box office activities.

-Creates Box Office team schedule.



REQUIREMENTS:

-Bachelor’s degree preferred, with 6-8 years demonstrated experience in increasing responsible management roles, preferably in a fast-paced, highly productive environment.

-At least five years’ experience in Box Office and/or Visitors Services, preferably in an immersive or commercial theatre. Knowledge of ShowClix Box Office is a strong plus.

-Detail-oriented and organized; ability to be a self-starter and to multi-task

-Must be a team player.

-Can be successful in a fast-paced environment and solve problems when the answers aren’t always obvious.

-Excellent oral and written communication skills, including presentation skills.

-Advanced computer skills; Microsoft Office Suite preferred.

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House Manager $920 p/w (max 40 hours)

The House Manager supports the audience experience and is an integral part of introducing and maintaining the theatrical immersion of our productions. The House Manager is responsible for the safety of the public, ensuring a comfortable environment for audiences to enjoy the performance. Collaborating with ticket services, stage management, and other front of house personnel, the House Manager will ensure productions and queue line entries run efficiently.

RESPONSIBILITIES:

• Coordinating front of house staff to facilitate the safe and timely movement of audiences in and out of performance venues

• Preparing and communicating informational messages for ticket holders

• Maintaining applicable attendance records, verifying ticket stub count, and preparing performance reports of event details

• Working closely with Ticket Services to troubleshoot ticketing and customer service issues

• Supporting and communicating with front of house staff to provide engaging customer service

• Communicating with Stage Managers and other production staff to facilitate performance schedules and troubleshoot various issues

• Assisting with special projects as needed

• Scheduling all FOH Staff



Candidates should be:

• Experienced with, or enthusiastic for, a public-facing role

• Possessing exemplary customer service and communication skills



Primary criteria to be considered for an interview are:

• Experienced in audience services in a theatre or immersive performance venue

• Demonstrable ability to be a team leader

• Possessing or obtaining a FDNY F-03 Certificate of Fitness (Fireguard)

• Possessing or obtaining a CPR/First Aid Certification

• Computer literacy and knowledge of ShowClix

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Box Office Agent- $800 p/w (max 40 hours)

The Box Office Agent will work directly with the Box Office Manager to implement the daily sales strategy, and ensure we’re meeting sales goals. This position is directly customer facing, whether in our physical on site box office, or in our call center, you’ll liaise with patrons and provide a friendly, knowledgeable, and professional ticket buying experience. The majority of our tickets are pre sold online, however, during busy performances you’ll be assisting with mobile ticketing troubleshooting, walk up sales, and reissuing/ exchanging tickets.

The ability to maintain a professional and calm demeanor in a high volume and sometimes high stress environment is critical.



RESPONSIBILITIES:

-Maintains a working knowledge of ticketing software and any upgrades.

-Effectively handles incoming calls and inquiries regarding ticket availability and provides accurate and thorough information regarding events.

-Accurately processes ticket sale transactions via phone calls and in person.

-Accurately processes gift card transactions via the ShowClix terminal.

-Follows all internal control procedures for cash handling, credit card purchases and ensures integrity of ticket distribution and accountability.

-Regularly monitors box office inventory and ticket production supplies and notifies the Manager of shortages.

-Effectively communicates with Stage Management, House Management and ushers during events to ensure ticket holders are entering and moving through the production on schedule.



QUALIFICATIONS:

-High School Diploma or High School Equivalency Diploma required.

-Previous sales, money and credit card handling experience required.

-Excellent guest service skills required.

-Strong computer skills (both on desktop & mobile device)

-Knowledge of Windows and Microsoft Office environments required.

-Experience with ShowClix preferred.

-Strong attention to detail required.

-Excellent verbal and written communication skills required.



Scheduling flexibility with availability for frequent weekend, evening and holiday hours required. Must be available 6 of 7 days per week.

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Ushers- $700 per week (max 40 hours)

The ideal candidate will have exceptional customer service skills, be proactive problem solvers and effective communicators, be able to fully embody the company vision and values and possess a desire to achieve the very highest standards in all their work. Our usher team is essential to the successful running of our FOH operation ensuring our patrons have the very best experience and the integrity of the show is kept intact at all times.



During the loading of audiences into the immersive experience, the Ushers are their first point of contact within the world of the story. As such, you all have a part to play. Costuming, props and other character specific embellishments will be provided by the production. Here, every space is a stage, and the audience begins their adventure from the moment they first step through our doors.



Ushers also play a critical role in ensuring the audience is moving through the experience at the appropriate pace so that the production may perform to its maximum potential.



SPECIFICS:

-Ushers provide exemplary customer service.

-Ensure public safety for all attending patrons.

-Uphold and enforce the theatre’s policies and procedures.

-Acquire working knowledge and practice of emergency procedures.

-Ticket scanning.

-Directing and moving patrons to their designated areas.

-Utilize a proactive approach to problem solving.



EXPERIENCE and SKILLS

-Experience working in a customer facing environment is required.

-Good interpersonal relations and communication skills.

-Possess a positive attitude and be flexible, friendly and courteous with patrons and fellow staff members.

-F03 Fire Guard certification preferable but not required

-Passionate about venue management/performing arts is preferred but not required



COMPETENCIES

-Stress Management: Ability to remain calm in a fast-paced environment

-Communication

-Customer Focus



EQUAL EMPLOYMENT OPPORTUNITY

DSB Productions is an equal opportunity employer and affords equal employment opportunity to all applicants regardless of race, color, religion, gender, creed, national origin, age, disability, sexual orientation, veteran status or any other legally protected classification under local, state or federal laws.



HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work employees perform within this classification or position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.



TO APPLY:

Please submit a cover letter and resume to immersivejobsnyc@gmail.com. We will be in touch to schedule an interview. Interviews take place in person, located in Times Square, during the first two weeks of September.










Salary: $700-$1,100