Job Description

House Managers support the Long Center’s diverse lineup of events by maintaining a service culture devoted to creating unparalleled, safe, and positive experiences for all guests and clients. This role is customer facing and essential in ensuring guests are greeted, directed to their destination, have their questions answered, and feel welcome. This is a flexible part-time role requiring evening and weekend availability. Starting pay is $15/hour.

Essential Duties and Responsibilities

• Manage public/patron interactions to ensure that the image of the Long Center is maintained to the highest standards.
• Assist in the oversight and management of all Front of House activities and spaces, including non-performance venues and patron areas of the theatre.
• Supervise and manage a team of Long Center Volunteers assigned to an event or a position and assist in their orientation, supervision, and evaluation.
• Determine and initiate appropriate actions and response in the event of any public safety, health, or security concern, based on established Long Center protocol.
• Report on any incidents involving patrons, staff, volunteers, or performers that have safety, injury, liability or security implications.
• Coordinate schedule, intermission, and timing for activities with the Manager on Duty (MOD).
• Support merchandise, sales, and settlement activities when required.
• Respond to patron complaints in a calm, professional, courteous, and positive manner.
• Inspect and prepare the lobbies and all support areas as necessary for public use.
• Attend trainings and meetings as needed, and other duties as assigned.

Minimum Qualifications

• At least three (3) years of customer service experience.
• Ability to read, write, analyze, and interpret procedure manuals and pre- and post-show reports, programs, and event instructions.
• Ability to present information effectively, solve problems and respond to questions from individuals or groups of managers, clients, customers, and general public.
• Knowledge of Microsoft Office products and other general database software, and the ability to learn and use the Long Center’s Scheduling system and the payroll timekeeping system.
• Availability to work evening, weekend, and holiday shifts as necessary, with an expectation that each House Manager will work between 6-20 hours per month.

Job Requirements

• Manage difficult or emotional customer situations; respond promptly to customer needs, solicit customer feedback to improve service, and respond to requests for service and assistance.
• Identify and follow Long Center policies and procedures; complete administrative tasks correctly and on time, support the organization’s goals and values, and respect diversity.
• React well under pressure; manage several responsibilities at once, treat others with respect and consideration regardless of their status or position, and follow through on commitments.
• Willingness to work outdoor positions in inclement weather.
• Must possess a love for the performing arts and live events.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must have the ability to life and/or move up to 25 pounds.
• The employee is required to stand for extended periods of time; walk; use hands and arms.
• The noise level in this work environment is typically moderate.

The Long Center is proud to be an Equal Opportunity Employer and we strive for a team that reflects Austin’s diverse culture. All applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, sex or age.

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