Assistant House Manager

Title: Assistant House Manager

Reporting to: Associate Director of Audience Services

Department: Audience Experience 

Summary:

The Assistant House Manager is an integral part of the Audience Services team, responsible for creating exceptional experiences for guests and team members, as well as ensuring a smooth and safe operation of events. They will work closely with the House Manager to supervise Usher staff, resolve guests' issues, and generate performance reports.  

Essential Functions: 

• Lead pre-event meetings with Usher staff to provide relevant information about the day's events
• Oversee Usher staff in coordination with the House Manager, providing direction, guidance, and written discipline as necessary
• Serve as a point of contact for front of house information and needs during an event
• Resolve guests' issues, such as broken seats, double-booking, accommodating audience members with disabilities, and serve as a liaison to the box office team to resolve seating issues
• Generate and distribute performance reports, including start, end, and intermission timings and event attendance
• Accurately record in-depth and sensitive details of events in the Audience Experience "shift log"
• Relay emergency calls to security personnel, and in the event of an emergency, determine action to be taken with the security supervisor, up to and including evacuation.

Education and Experience: 

• 1-2 years of experience in customer service and event management, preferably in a performing arts center
• Proven experience in customer service and event management  
• Strong leadership and interpersonal skills
• Ability to effectively communicate and coordinate with different teams and departments
• Ability to work in a fast-paced, high-pressure environment
• Ability to work flexible hours, including evenings and weekends
• Ability to make decisions and act quickly in emergency situations
• Ability to maintain a professional demeanor at all times 

Environment, Physical demands and other conditions: 

• This is part-time, hourly role. Hours are event-dependent, and shifts are mostly nights and weekends.  
• Ability to stand/walk for long periods of time up to four (4) hours 

Resume and cover letter are required when applying for this position.

The Philadelphia Orchestra and Ensemble Arts, Inc. does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.