House Manager - Arena Stage : Job Details

WHO WE ARE Arena Stage is the voice of American theater resident in our nation's capital. Focused on American artists, our productions are innovative and representative of stories from across the country. We nurture new plays and reimagine classics. We celebrate our democracy and diversity through a multitude of voices in our productions and community engagement programs to inspire people to action. WHAT WE VALUE A work culture that values experimentation and collaboration. Excellence in all aspects of our endeavor. Diversity, Equity, Accessibility and Inclusion throughout the Organization and within our audience and the community. Community Service through education and public engagement. Lead effective partnerships and collaboration to serve artists and arts professionals. WHAT YOU'LL DO In addition to providing and maintaining the highest level of customer service for Arena Stage Single Ticket Buyers, Subscribers, Donors, and VIP's, as well as standard House Manager responsibilities, the House Manager & Usher Coordinator will be responsible for ensuring proper usher coverage at all Arena Stage productions as well as events both organized by and hosted by Arena Stage. The successful candidate will have exemplary attention to detail, the ability to efficiently complete administrative tasks with short turnaround times and be able to work well under pressure and with a wide age range of both patrons and ushers. Overview: The House Manager plays a crucial role in upholding the high standards and vibrant patron engagement that defines Arena Stage. This position requires a strong commitment to delivering exceptional customer service to all patrons, including single ticket buyers, subscribers, donors, volunteers, and VIPs. In addition to the typical responsibilities of a House Manager, this role involves ensuring full usher coverage for all Arena Stage productions and events, either organized by or hosted by Arena Stage. The successful candidate will have the ability to remain calm when engaging with the public, have exemplary attention to detail, the ability to efficiently complete administrative tasks with short turnaround times, and the ability to foster an engaging and welcoming atmosphere for a wide range of both patrons and ushers. Flexibility and a commitment to excellence are essential in all aspects of this role. Responsibilities:

• • Usher/ Lobby Management.
    • Perform pre- and post-show walk-through of the lobby spaces, theater, restrooms, and exterior entryways to verify the areas are clean, safe, fully stocked, and presentable for the audience.
    • Open and staff the Lobby/ Visitors Services Desk for business hours, Tuesday- Sunday, 12:00pm - 8:00pm.
    • Maintain the look and cleanliness of Visitor Services area, including the gift shop, lost and found, and accessibility items.
    • Be a point of contact for the coordination and scheduling of the Usher/Volunteer Corps.
    • Track Usher attendance and report consistent absences and/ or performance issues to the Director, Audience Services.
    • Develop new initiatives to increase usher engagement and maintain a diverse usher corp.
  • Customer Service/ House Management.
    • Manage Front of House Operations for productions in all three of our theaters, The Fichandler Stage (680 seats), The Kreeger Theatre (510 Seats), and The Kogod Cradle (202 seats).
    • Handle cash and card transactions for our gift shop and concessions bar.
    • Assist with providing and maintaining accessibility services and devices. Including, but not limited to: Assistive Listening Devices, GalaPro, Large Print and Brialle Programs.

• • Complete and send end of show reports
• Emergency Procedures.
  • Assist in the safe evacuation or shelter in place of the public in the event of an emergency.
  • Respond to any medical emergency in the theatre and lobby and alert emergency personnel as appropriate.
  • Complete and file Incident Reports.

Requirements:

• Experience:
  • 2 years of customer service experience (full or part-time). An associate's degree in a related field (theatre, hospitality, marketing) may substitute for up to six months of experience. Familiarity with ticketing systems (Tessitura preferred). Must have a reliable form of transportation, as some events may end after public transportation hours. (Employer-provided transportation may be available in certain circumstances.)
• Attributes:
  • A passion for or background in the arts.
  • A positive attitude and commitment to excellent customer service.
  • Strong teamwork, flexibility, and a willingness to learn all aspects of the Front of House patron experience.

Schedule: The House Manager will work a 40-hour, five-day work week. During Show Times, the schedule will be set by the performance calendar. During non-show times, House Managers will work standard admin hours except for when needed to cover (rotating) weekend shifts or for other business needs. The Washington Drama Society, Inc., Arena Stage does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources at or call 202-###-####. Offers of employment at Arena Stage are contingent upon a satisfactory criminal background check and/or professional reference check as allowed by employment law in the District of Columbia.