Front of House Manager

Orlando Family Stage, one of Central Florida’s oldest arts groups, is the State of Florida’s only professional Theatre for Young Audiences (TYA), and the eighth iteration of a company founded in 1926. Each year, we reach over 100,000 individuals in our three-theatre facility and in the community through our season of professional productions, a Youth Academy of camps and classes, and innovative educational and community engagement programming. We work closely with the University of Central Florida in many different capacities – most notably, hosting the Master of Fine Arts program in Theatre for Young Audiences. 
 
We believe the work of theatre is fostering empathy and sharing stories representing many voices, including those voices that have been marginalized in contemporary America. To that end, we embrace the power of cultural diversity and inclusion on our staff (full time, part time, and seasonal) and our Board of Directors. We continuously strive to build and maintain a team that reflects and represents the diverse community we serve.
 
Job Summary:
The Front of House Manager (full-time, year-round) ensures the highest level of patron and volunteer satisfaction by managing all patron-focused operations of Orlando Family Stage. This includes patron arrival and seating experience, lobby environments and patron offerings, concessions and merchandise operations, and volunteer coordination. The Front of House Manager is also responsible for training and leading all personnel associated with Front of House, including House Managers, Concession Staff, Parking Attendants, and Volunteers. The Front of House Manager reports directly to the Sr. Director of Operations.  
 
Individual Duties and Responsibilities:
Front of House Operations

• Take ownership over Front of House spaces to ensure they are always “patron ready”
• Maintain ongoing communication with all departments to ensure marketing collateral and assets, facility amenities, and lobby layout is prepared for each production opening
• Project manage opening weekend offerings including special activities and vendors
• Serve as House Manager in the absence of seasonal House Managers
• Work proactively to improve the patron experience
• Partner with Education to plan, facilitate, and manage supply inventory for pre-show activities 
• Liaise with the Facility Manager and Sr. Director of Operations on facility maintenance and patron readiness in all front of house areas
• Continuously update the pre-show checklist for staff and volunteers
• Provide assistance with special event setup (tables, chairs, decorations, etc.)
• Collaborate with all departments to manage the front of house operation for all events

• Manage concession and merchandise purchasing, tracking, and restocking items as needed
• Leverage sales data to improve product offerings, promotions, and pricing strategies with the goal of driving sales
• Proactively manage supply vendors to ensure cost-efficiency and favorable terms
• Work closely with the Patron Services Manager to maintain the appropriate amount and correct denominations of petty cash to be used in merchandise, concessions, and ticket sales
• Manage show related cash handling procedures for merchandise and concessions sales ensuring accurate record keeping in compliance with company standards

• Expand existing volunteer base through active recruitment efforts and implement stewardship and recognition efforts to retain and grow volunteer program
• Notify volunteers of shift opportunities and assign volunteers to positions for each event
• Manage volunteers for front of house positions for all events
• Coordinate volunteer communication including one-on-one emails, phone calls, or e-blasts
• Maintain accurate record keeping including tracking volunteer hours, individual volunteer proficiencies, and expenses related to volunteer recruitment and recognition
• Update and maintain volunteer handbook and other volunteer resources including webpage, sign up forms, and applications
• Provide volunteers with clear instruction on patron service and expectations
• Oversee House Manager supervision of Volunteers during performance operations

• Process ticket sales, purchases, donations, and rental payments as needed
• Serve as the first point of contact for inbound calls and onsite visitors to Orlando Family Stage
• Provide concierge level service to all visitors 
• Ensure the highest quality of phone etiquette and customer service for all patrons and volunteers
• Keep the lobbies and Front of House areas clean and presentable
• Support Sr. Director of Operations with maintaining the ticketing system including event creation and various event settings and updates
• Manage mail, packages, and other front of house administration as needed
• Maintain confidentiality on all aspects related to the organization
• Serve as “Manager on Duty” as needed
• Work night and weekend hours as required by Orlando Family Stage programming
• Additional duties and special projects as assigned

• Demonstrated previous experience in performing arts administration or front of house operations 
• Demonstrated ability to lead a team and excite volunteers
• Strong understanding of box office and ticketing procedures 
• Demonstrated ability to responsibly and accurately handle cash and other financial transactions
• Excellent interpersonal skills and strong customer service experience
• Represent an example of honesty and integrity
• Ability to work in a fast-paced environment while maintaining strict attention to detail
• Strong written and verbal communications
• Bilingual (English/Spanish) speakers encouraged to apply 

• Starting Salary for this position: (Tier 4 – Manager) $40,000 annually or $19.23 per hour
• Health Insurance Package 
• Paid Vacation and Sick Time Off
• 401k Retirement plan – Orlando Family Stage matches up to 3.5%
• Optional Short-term disability, Vision, Dental plans