House Supervisor (Part-Time)

Description

Department: House Management

Job Status: Part-time, Hourly/Non-Exempt

Reporting Relationship: Director of House Management

Supervisory Responsibilities: Part-Time staff, shared responsibility with other supervisors/managers 

Typical Schedule: Hours are reflective of the dynamic schedule of the theater. Up to 25 hours per week; availability for a minimum of three shifts per week are required and must include a weekend shift. The starting salary is $21/hour.

Position Summary

The House Supervisor is responsible for the smooth operation of the house(s) before, during, and after performances or special events and works in support of the Director of House Management and House Manager to provide supervisor of House Management before, during and after all performances. House Supervisors ensure protocols and standard operating procedures for patron safety, comfort, and the highest level of customer service are being successfully met during every shift. This position works in collaboration with Box Office, Production, Guest Services and Public Safety to ensure smooth operation of performances front of house needs. 

All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Community; Equity, Diversity, Inclusion and Accessibility; and Fiscal Responsibility.  

Primary Duties and Responsibilities

Operations Support

• Oversee the theater houses prior to, during and following performances.  
• Lead pre-shift meetings with staff, volunteers, and colleagues from other departments regarding pertinent details for a performance or event. 
• Ensure that all ushering staff and volunteers are assigned to the most critical positions, adjusting the schedule and job responsibilities as needed. 
• Collaborate with the House Leads to coordinate opening and closing the house, handing over the house, late seating or any reseating necessary.
• Address all patron, usher and/or volunteer concerns in a calm and professional manner; collaborate with other staff (Public Safety, Box Office, Stage Management, Guest Services) for resolution as needed.
• Prepare and distribute end of show House Management reports.
• Collaborate and partner with Stage Management, Guest Services, Public Safety and Box Office staff to respond effectively in any emergency event. 
• Implement all proper safety and security procedures and policies, including communicating appropriate information to patrons and staff, in a calm and productive manner. 
• Guide patrons, guests and Guthrie staff to emergency exits and areas of rescue as appropriate.
• Communicate accurate information to Guest Services and Public Safety regarding patrons at areas of rescue. 
• Assist in maintaining accurate volunteer hours within identified tools
• Complete other duties as assigned.

Leadership and Supervision

• In conjunction with the Director of House Management and the House Manager, lead, manage and supervise the performance of House Management staff and volunteers.
• Assist with creating employee work schedules to ensure coverage of House Management needs. 
• Adjust the schedule as needed and approve schedule changes as requested by staff.
• Assist with approving employee timesheets.
• Assist with interviews to hire appropriate staff members to ensure quality work.
• Actively participate in fostering a work environment centering the Guthrie’s core values of artistic excellence; community; diversity, equity, inclusion, and accessibility; and financial responsibility.
• Attend and/or run department meetings to communicate pertinent information to the employees.
• Coach and develop staff members by monitoring employee productivity and providing constructive feedback; facilitating conflict resolution among employees; ensuring adherence to legal and organizational policies and procedures and undertaking and tracking disciplinary actions if the need arises; and assist with completing annual performance evaluations.
• Provide regular feedback to managers on staff performance according to established guidelines.
• Assist the House Manager with staff and volunteer on-boarding, training, and meetings. Monitor and track training completion of all part-time and seasonal staff and inform the House Manager of training completion.
• Complete check-ins with all part-time and seasonal staff.

Stakeholder Support

• Ensure staff provides exceptional customer service to patrons, taking every possible step to ensure that customers have a welcoming and positive experience.
• Consistently use knowledge, skills and judgement to assist patrons, house management staff, and volunteers. 
• Model a warm, welcoming, and professional demeanor when interacting with patrons and colleagues. 
• Approve policy exceptions within appropriate guidelines.
• Provide guests with accurate, up-to-date information about the Guthrie’s productions, programs, and building.
• Share themes and feedback from patrons with the House Manager.

Financial Support

• Assist House Manager by sharing staffing level needs within identified guidelines.
• Ensure ticketing and seating issues are resolved within established ticketing policies. 

Strategy Support

• Share observations of current processes and practices to assist in identifying areas for improvement in House Management. 
• Actively participate in the design of meetings, refreshers, staff activities and trainings.
• Assist in fostering a work environment incorporating the Guthrie values of Artistic Excellence; Community; Equity, Diversity, Inclusion and Accessibility; and Fiscal Responsibility.
• Support the House Manager in implementing Guthrie mission, vision, core values and initiatives into the day-to-day show operations and House Management practices.

Requirements

Essential Knowledge and Qualifications

• Demonstrated experience supervising, training, and motivating a team.
• Working knowledge of theater front of house practices.
• Exceptional customer service skills and can resolve issues effectively for patrons, guests, and staff, frequently in a time-sensitive environment.
• Excellent interpersonal and communication skills, including in-person and via email.
• Strong analytical and problem-solving skills with a flexible mindset and attention to detail.
• Can manage multiple priorities, maintain composure, and concentrate effectively in a busy noisy, and/or stressful environment. 
• Collaborates effectively to achieve common goals, is a strong team player, and contributes energy, creativity, and enthusiasm.
• Shares ideas and helps to innovative solutions to improve systems and processes. 
• Experience with online databases, such as When2Work, Tessitura, Paylocity and Volunteer Hub, preferred.
• Can repeatedly move up and down flights of stairs in various areas of the theater, including in low light conditions and during emergencies.
• Can lift/move/carry a minimum of 25 lbs., read in low light conditions, twist and bend frequently, pick up items from the floor, and stand for long periods of time regularly throughout a work shift.
• Must be willing and available to work flexible hours/days, including evenings and weekends, reflective of the performance schedule of the theater.
• Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.