House Manager

Company Description

The New World Symphony (NWS) is a laboratory for generating new ideas about the way music is taught, presented, and experienced. Under the direction of Artistic Director Stéphane Denève, its unique fellowship program trains music school graduates for leadership roles in the field of classical music. Artistic excellence, connection to audiences, engaging communities and entrepreneurial activities are pillars of the experiential curriculum. NWS pursues its work in a Frank Gehry-designed campus that is uniquely suited to embrace the digital future, for education and artistic expression.

Job Description

POSITION SUMMARY:

Serving as a key member of the Front-of-House team, the House Manager works to ensure positive patron and guest experiences at performances and rental events held at New World Center by implementing all necessary Front-of-House activities and managing the organization's Volunteer Program.

DUTIES AND RESPONSIBILITIES

• Front-of-House Activities
  • Serve as manager on duty for assigned performances and events, assuming leadership responsibility for Front-of-House functions and executing all activities needed to provide a positive and safe experience for patrons and guests at performances and events
  • Prepare briefing and sign-in sheets for event staff and volunteers
  • Conduct pre-concert briefings when required
  • Lead and direct volunteers
  • Address any patron and guest issues or complaints
  • Assist with load-in/load-out of events
  • Handle any Americans with Disabilities (ADA) related requests or issue

• Volunteer Program
  • Administer aspects of the organization's volunteer program. This includes:
    • Recruit and train new volunteers
    • Ensure adequate volunteer coverage for concerts and events (when required)
    • Monitor future resource needs for volunteers and seek additional help when required
    • Track volunteer hours and create reports
    • Develop and manage volunteer rewards program
    • Develop a continuous improvement training program for volunteers
    • Lead aspects of the docent program

• Other duties and responsibilities include:
  • Represent Front-of-House during client walkthroughs and meetings
  • Conduct guest tours in the absence of docents
  • Coordinate with other event staff (security, facilities, housekeeping, police, catering, etc.) on logistics for performances and events
  • Perform other job-related duties as assigned

Qualifications

EDUCATION AND EXPERIENCE

• Bachelor's degree and 1 to 3 years of customer service, event and/or volunteer management experience, preferably at a performing arts center; an equivalent combination of education and experience may be considered

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent decision making and conflict resolution skills
• Ability to remain calm and maintain composure during challenging situations
• Ability to interact positively and sensitively with a wide variety of personalities in various settings
• Strong communication, customer service, and interpersonal skills
• Superior time management and prioritization skills
• High degree of organization and attention to detail
• A collaborative and team-focused working style
• Ability to work with minimum supervision
• Ability to multitask and solve problems in a fast-paced environment
• Proficient in Microsoft Office applications, knowledge of Tessitura desired
• Fluency in English is required; fluency in Spanish is desired
• Knowledge of ADA regulations
• Passion for the mission of the New World Symphony and commitment to its values of community, respect, excellence, accountability and trust

PHYSICAL REQUIREMENTS

• Ability to stand for long periods of time and lift up to 25lbs
• Ability to work a flexible schedule, including evenings and weekends

Additional Information

BENEFITS: NWS offers an excellent benefits package to eligible employees including medical, dental, vision, long and short term disability, life and AD&D, 401(k), generous paid time off and comprehensive flexible work arrangements program.

EEO STATEMENT: The New World Symphony is an equal opportunity employer. The New World Symphony prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, veteran status, genetics, disability status or any other characteristic protected by federal, state or local laws. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.