This is a Permanent, Part-time position.Category: Other
Reporting to the Director, with day to day work direction from the Administrative Manager, the Front of House (FOH) Manager is responsible for overseeing the smooth running of the FOH operations occurring in the Isabel Bader Centre for the Performing Arts (IBCPA). The incumbent ensures a welcoming, inclusive and efficient experience for all visitors, staff, patrons and volunteers at the IBCPA by establishing and maintaining a high standard of professional service and presentation of the IBCPA. The FOH Manager coordinates activities and ensures that adequate casual staffing levels are in place for the IBCPA to professionally run its performances.
The schedule for this position requires the incumbent to work evenings and / or weekends based on the performance and events schedule which varies week to week.
In general, The Front of House Manager is expected to lead the front of house team for most of the performances specific to the Isabel Season. The FOH Manager is responsible for ensuring that
all performances and events are adequately staffed and may schedule Usher Captains to lead front of house for non-Isabel performances.
• Oversees, coordinates and ensures the smooth operations of the FOH team of the IBCPA. Coordinates FOH activities with the Administrative Manager, Technical Director, Stage Manager, third-party vendors, and other appropriate staff to ensure the smooth operation of all events including start times, intermission lengths, and special patron or client needs.
• Coordinates FOH casual staff and volunteers through hiring, training, scheduling, directing, evaluating and delegation of duties as necessary. Assigns work, and oversees its completion. Coordinates and monitors work flow.
• Participates in screening and interviewing of casual job candidates, and provides input into staff selection.
• Provides orientation and on-the-job training, coaching and feedback on work quality issues, providing related day-to-day supervision of FOH casual staff. Escalates unresolved
performance and/or disciplinary matters to management.
• Schedules and recommends the approval of casual staff hours of work. Monitors casual FOH staff attendance.
• Ensures the safety of the patrons, volunteers, and staff through the proper implementation and enforcement of emergency procedures. Evaluates, determines and coordinates appropriate response to emergency situations. Provides first aid care and Cardio Pulmonary Resuscitation (CPR) to patrons or staff. Contacts ambulance services for medical emergencies as the need arises.
• Handles patron inquiries and/or complaints, and assists staff when assistance or support is required.
• Provides recommendations to the Director and Administrative Manager regarding the planning of FOH requirements (such as equipment and staffing) and assists with the implementation of any FOH policies and procedures to reach desired goals and objectives.
• Prepares FOH reports following each performance including house attendance numbers, deposits, patron and other emergency and/or unusual situations, and patrons’ feedback. Creates and maintains metrics reports with regards to attendance and box office receipts and other statistics as required. Troubleshoots any issues that may arise during an event and documents activities on the daily FOH reports.
• Fulfills additional administrative duties as required.
• Develops and coordinates the volunteer program.
• Creates and distributes the “This Week At the Isabel” weekly event schedule from the Isabel calendar of activities in the Performance Hall, Lobby, Studio Theatre, Rehearsal Hall, & Arts
and Media Lab.
• Creates the cleaning priorities for the custodial staff based on the week’s booking schedule.
• Post-secondary diploma in relevant area, combined with previous customer service sector experience, preferably in a performing arts environment.
• Previous Front of House experience and demonstrated knowledge of a performing arts environment is an asset.
• Certification in first aid procedures and CPR is required.
• Previous supervisory experience, preferably overseeing or leading volunteers and dynamic personalities.
• A proactive approach to concert management.
• Demonstrated computer knowledge, specifically with Microsoft Office (including Word and Excel).
• Excellent interpersonal and communication (oral and written) skills, with an ability to interact professionally with diverse individuals at all levels and in all situations.
• Ability to maintain a high standard for FOH staff and volunteers as ambassadors for the IBCPA.
• Strong organizational and administrative skills to cope with multiple demands, manage and execute competing priorities, organize, manage and retrieve information easily, and meet deadlines. Ability to handle a fast-paced environment with many disruptions.
• Ability to be an excellent team player and ability to work on own.
• Able to effectively lead and motivate staff members, being flexible and adaptable when required.
• Strong customer service orientation, combined with an ability to maintain a professional demeanor and remain calm, especially during high pressure or emergency situations.
• Contributes to the assessment of the suitability of FOH casual staff candidates.
• Assists in determining priorities and makes decisions about staff utilization and the assignment of work to achieve optimum efficiencies and productivity.
• Monitors and assesses output and the quality of FOH casual staff members’ work, and recommends need for formal training or development plans to management and identifies
possible staff performance and/or disciplinary issues.
• Determines appropriate problem-solving procedures and decides how to best to rectify. Decides if a problem should be referred to others and escalates accordingly.
• Allocates time, prioritizes tasks and determines work flow. Continually assesses and adjusts priorities to manage tasks in a fast-paced, time-sensitive and demanding environment.
Salary: $39,591 (to be prorated) (Salary Grade 5)