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Job Title: House Manager

Posted on July 14, 2022

Job Description:

House Manager

PURPOSE OF THE POSITION:

The House Manager is a Department Head position that oversees all activities pertaining to audience services and front-of-house operations for all events in the Capitol and 4th Street Theatres and is responsible for training, scheduling and supervising all Capitol Theatre Committee (CTC) front or house employees. The House Manager also acts as a CTC liaison with touring shows and renters once they arrive on-site. 

 

WORKING RELATIONSHIPS:

This position reports to the CTC Patron Services Manager. This position also works closely in collaboration with CTC Stage Manager and outside touring personnel, renters, and vendors. This position oversees all CTC front-of-house employees and volunteers.

 

EXPECTATIONS OF THE POSITION:

The Department Head positions are expected to be hands on leaders in their areas of expertise and model the manner and quality of service CTC expects of all of its staff. These positions are “working heads” and are expected to fill the various roles of front-of-house staff while accomplishing their other duties. As part of a leadership team, the Department Heads work together to oversee all front-of-house staff and volunteers in the facility, not only the ones in their departments. Department Heads are expected to teach good work habits alongside training specific front-of-house staff in the more detailed aspects of their departments.

 

LENGTH OF APPOINTMENT:

The Department Head positions are 10 month appointments, starting in September and running through the end of June. Depending on the summer months’ schedules, the appointment can be extended through the end of August at the discretion of the CTC Patron Services Manager. There are no term limits on appointments, and any Department Head can re-apply for the position the following season.

 

Due to the nature of scheduling the use of rental facilities, there is no set number of hours per week for these positions. Though no guarantees on the number of hours are made, Department Heads are given the right of first refusal on all work shifts in their departments up to a max of 40 hours per week. Department Heads may work more than 40 hours per week but lose the right of first refusal on shifts once they have worked 40 hours.

 

ESSENTIAL DUTIES:

(The essential functions listed below do not reflect all duties that may be assigned to this position.  The Patron Services Manager may augment duties, including essential functions, at their discretion.)

  1. Provide superior customer service with the first priority being audience safety and comfort.
  2. Schedule the front-of-house staffing required for all shows in the facility.
  3. Coordinate all audience management issues, including addressing crowd noise, unauthorized use of camera/recording devices, and unruly/disruptive patrons.
  4. Oversee concession and merchandise sales, separate from bar sales.
  5. Respond to emergency situations, and coordinate CTC emergency efforts until relieved.
  6. Confirm all patrons have exited the public areas of the facility and secure the front-of-house areas following each performance.
  1. Fill in for any vacant position in their department with little to no notice.
  2. Train new front-of-house employees and volunteers in the practices and policies of their department to at least the minimum CTC standard level.
  1. Create and submit show reports to the Patron Services Manager.
  2. Lead tours of the facilities for patrons and guests.
  3. Make sure the front-of-house areas of the facility are well maintained and clean for the public at the beginning, during, and after events.
  4. Attend front-of-house meetings and facility rental meetings as required.
  5. Perform under the Working Conditions described below.

 

QUALIFICATIONS FOR ENTRY:

ESSENTIAL CHARACTERISTICS:

  1. A friendly, outgoing individual with strong communication, listening, and customer service skills.
  2. Able to operate effectively as a team leader both individually and within a group.
  3. Solution oriented, a creative problem solver, and a critical thinker.
  4. Well organized and able to coordinate multiple projects simultaneously.
  5. Punctual and reliable with an attention to detail.

 

KNOWLEDGE OF:

  1. Safe working practices and industry standards.
  2. Effective business communication and customer service.
  3. Basic theatre operations.
  4. Computers, internet, and social media platforms.
  5. Cash management and credit card handling.
  6. Principles and practices of project management.
  7. Pertinent federal, state, and local laws, codes and regulations.

 

ABILITY TO:

  1. Work under minimal supervision and collaboratively as part of a team.
  2. Plan, organize, and complete daily tasks and achieve longer term goals.
  3. Gather and evaluate information and communicate effectively both verbally and in writing.
  4. Manage and lead diverse and dynamic groups of workers and clients.
  5. Exercise discretion and independent judgment in matters of significance.

 

EXPERIENCE, CERTIFICATION/LICENSES, AND TRAINING:

  1. Minimum 1 year of experience in House Management or equivalent customer service position.
  2. Strong computer aptitude with a proficiency in Microsoft Office
  3. Point-of-sale software experience preferred.
  4. Mixologist license preferred.

 

WORKING CONDITIONS:

  1. Regularly work in a “theatre environment” including standing for extended periods and working in low-light situations.
  2. Occasionally work in an “office environment.”
  3. May occasionally work from home at the discretion of the Patron Services Manager.
  4. Frequently work nights, weekends, and holidays.
  5. Hours will vary depending on the number of events in the season and needs of each event.
  6. Occasionally work mandatory overtime.
  7. Regularly work with unsatisfied or angry customers.
  8. Regularly work under tight time constraints.
  9. Frequently lift up to 20 pounds and occasionally lift up to and over 50 pounds.

  

Applications are encouraged to submit resumes and letters of interest by August 8, 2022.
Please submit all inquiries by email only to cat@capitoltheatre.org.

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