Administrative Skills, Audiovisual, Communication Skills, Computer Systems, Corporate Compliance, Corrective Action, Customer Relations, Customer Support/Service, Detail Oriented, Documentation, Event Management, Food and Beverage Industry, Logistics, Maintain Compliance, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Windows Operating System, Microsoft Word, Office Equipment, Office Management, Organizational Skills, People Management, Performing Arts, Photography, Policy Development, Problem Solving Skills, Procedure Development, Project/Program Management, Record Keeping, Sales, Standard Operating Procedures (SOP), Standards Development, Team Player, Theater, Time Management
The Granada Theatre is seeking a highly organized and customer-focused leader to serve as the Assistant House Manager, acting as the “Face of the Granada.” This full-time position requires evening and weekend availability and is responsible for delivering exceptional customer service while engaging with patrons, clients, and volunteers.
Reports to: House Manager
Location: Santa Barbara, CA, not eligible for remote work
Status: Full-time, Non-Exempt
Position Responsibilities:
Prepare Front of House areas for performances and events
- May create plans for each event and show detailing all needs and expectations per the presenting company and in compliance with Granada policy and applicable laws.
- May communicate show details and specific logistics related to the performance or event with all vendors.
- May confer with Box Office management about accessibility needs, re-seats, and last minute sightline obstructions as well as for sound and lighting difficulties.
- Assist in setting up front of house prior to events and shows according to the event's show plan and checklist.
- Support House manager in ensuring that performance advancing is completed in a timely manner.
Support in Front of House operations for performances and events
- Assist in overseeing Front of House operations before, during and after an event or show.
- Assist with pre-show briefings as needed to ensure all volunteer ushers have the correct knowledge of the event's rules and details.
- Manage assigned area and volunteers for the event, ensuring that volunteer ushers follow all policies and procedures as defined in the current volunteer usher manual.
- Ensure that patrons follow theater safety policies and that all fire codes are enforced.
- Ensure house policies (e.g., late seating, photography, food & beverage restrictions).
- Respond appropriately to building and people emergencies following established procedures.
- Respond to patron needs and issues in a prompt and friendly manner, including intervening to resolve escalating issues.
- Work with the event support staff to maintain auditorium and restroom cleanliness during performances.
- Notify facilities staff to address building needs.
- Assist in completing and maintaining post show checklists and show incident reports for all events and shows.
- Assist in overseeing all merchandise sales and settlements.
- Assist in properly documenting all incidents and emergencies. Ensure that the appropriate parties are informed of emergencies, injuries, or incidents.
- Assist the House Manager with:
- Reseating of patrons at any time to address seating complaints.
- Removal of all disruptive patrons.
- May act as House Manager during, but not limited to, the absence of the House Manager or during training periods.
Support in the retention & management of Ambassador Program
- Assist in recruiting new volunteer ushers through an application and training process.
- Assist in training volunteer ushers as needed to assure they have and maintain proper knowledge of both safety and customer service needs for the venue.
- Assist as needed in scheduling the correct number of volunteer ushers and assigning them to appropriate duties to assure proper staffing at each event and show.
- Assist as needed in sending weekly emails to all volunteer ushers with updates, news, and schedule reminders.
- Assist in tracking volunteer usher adherence to requirements and take corrective action as needed and defined in the volunteer manual.
Administrative Tasks
- Support in the building of the schedule for FOH assistants.
- Track and retain all volunteer information, schedules, and trainings.
- Help support in the develop standard operating procedures, manuals, and training documentation.
- Work along side the House Manager to identify areas of improvement, growth, and efficiency for the department.
- Ensure that electronic files are organizes and records maintained.
- Provide support to projects as requested by House Manager and/or Director of Front of House Operations.
Education
- Bachelor or Associate degree preferred but not required.
Experience:
- One to two years of experience at a theater, arena, performing arts center or other venue that presents a wide range of performances and events is preferred but not required.
- Must include a demonstrated understanding of, and dedication to, the delivery of outstanding customer service.
- Experience preferred in a position with supervisory experience over groups of 10 or more individuals.
Knowledge/Skills/Abilities:
- Must be friendly and have a keen eye for detail.
- Must have be comfortable with providing exceptional customer service
- Must be able to help support team work and efficiency
- Must be able to adapt quickly and effectively to changing circumstances.
- Must be able to react professionally and independently in assisting patrons in difficult and emergency situations.
- Must be able to communicate with all internal and external constituencies in a personable and mutually respectful fashion.
- Must be able to frequently climb stairs, walk and stand for prolonged periods of time. (4-5 hours minimum)
- Must be able to lift equipment and supplies weighing up to 35 pounds.
- Must be technologically fluent on Windows-based computer systems and be able to effectively use Microsoft Office programs including Word, Excel and Outlook.
- Must be able to operate general office equipment and telephones as well as A/V and computer projection equipment.
WORKING CONDITIONS:
- Must be able to rapidly move up and down staircases throughout the duration of a performance or event.
- Must be able to stand for long periods of time (4-5 hours minimum) during the duration of a performance or event.
- Must be able to lift program boxes, tables, chairs.
Benefits & Compensation:
This is a non-exempt, full-time position. The pay range is $25 -30 per hour, commensurate with skills and experience. The Granada Theatre provides a comprehensive benefit package for full-time employees, which includes health, dental and vision coverage, life insurance, paid vacation, and sick leave, and a 403(b) plan.