TITLE: Ted Shawn House Manager
STATUS: Full-Time, Seasonal
LOCATION: Full-Time, On-site: May 28, 2024 - August 30, 2024
SCHEDULE: May 28-August 30: 6-day work week
REPORTS TO: Director of Patron Services
DEPARTMENT: Patron Services
SUPERVISES: Interns, Volunteers, and Lier Stage House Manager.
WORKS WITH: Interns from multiple departments, Patron Service and Marketing team.
COMPENSATION: $800-$900 weekly (less applicable tax withholdings)
BENEFITS (SUMMER ONLY): three meals a day, free access to classes, performances, talks, and studio usage.
HOUSING: On-campus or local housing may be available at no cost, subject to availability.

POSITION OVERVIEW

The House Manager will be responsible for managing all aspects of front-line patron interaction, coordinating volunteer ushers, house management of the Ted Shawn Theatre, and collaborating closely with the Production Marketing and Programming departments to create a culture of customer service that is beyond reproach in fulfillment of expected outcomes and patron satisfaction. This position will also supervise the Lier Stage House Manager and support that venue as needed.

KEY RESPONSIBILITIES

House Management

• Attend dress rehearsals and inform staff and interns of important program changes, content, timing of intermissions, program length, etc.
• Participate in weekly Patron Services and Company Management/Artist Intake meetings, attending Marketing meets as assigned.
• Oversee management of Ted Shawn Theatre, including public spaces related to theatre that are welcoming, comfortable, and ADA compliant regarding access and egress, while overseeing cleanliness of the auditorium, lobby, and restrooms, reporting any issues to housekeeping and/or maintenance/operational staff.
• Collaborate with the Director of Patron Services on details related to Patron Services, working to streamline deliverables in front-of-house detail, including pre-, post, and intermission-based protocols.
• Provide excellent customer service, answer patrons' questions, and resolve customer issues and concerns in a professional and timely manner.
• Coordination of weather contingency plans and rain plans, coordinating with Marketing and Box Office on communication to the public, while also managing audience expectations and fulfillment for performances when moved indoors.
• Act as manager-on-duty (MOD) during ALL performances, handling any medical and/or weather-related emergencies while assisting in emergency response for patrons and being available via radio.

Administrative Support

• Training, scheduling, and supervising approximately 200 volunteers.
• Develop and refine planning documents and pre and post-show protocols prior to and during the festival season for the front-of-house detail.
• Maintain accurate customer databases and patron information in Tessitura as it relates to ticketing.
• Serving on the Patron Services Leadership Team and the Activation Team.

Communication

• Provide detailed information about performances, events, classes, and related services to patrons and staff as needed.
• Communicate with patrons regarding event details, changes, and special instructions.
• Superior customer service to Jacobs Pillow patrons through in-person interactions on campus, including wayfinding, front-of-house support, and other duties as assigned.
• Communicate regularly with the Box office manager regarding the functionality of the house load, bell tickets, and other special circumstances in relation to the pre and post-show hours.
• Collaborate with the production manager to supply front-of-house details for the Daily Festival Report.

Teamwork

• Contribute to special event planning and staffing as needed.
• Find ways to support the Patron Services team when staffing challenges arise creatively.
• Actively participate in leadership development of the Leir Stage House Manager and interns when under your supervision.
• Participate as needed in the seasonal opening and closing of the festivals performance spaces, studios, exhibition spaces, and temporary tents.
• Other Duties as Assigned.

PREFERRED QUALIFICATIONS

• Previous theatre management and/or customer service experience.
• Ability to assess and self-direct customer service detail as it applies to audience engagement.
• Strong critical thinking, problem-solving, and organizational skills.
• Ability to multitask, work under deadlines, and work flexible hours while working calmly and collaboratively under pressure.
• Excellent interpersonal communication skills and strong customer service background.
• Tessitura ticketing experience is desirable.
• Previous CPR/First Aid certifications are a plus; Jacobs Pillow will provide additional certification training.

WORKING CONDITIONS & PHYSICAL DEMANDS

• Moving objects 25-50 lbs alone or with assistance.
• Working outside in inclement weather and wooded areas.
• Extended periods of standing and sitting.
• Working nights and weekends.
• Working in shared office spaces at a stationary desk.

Not sure you meet 100% of the qualifications? Research shows that men apply for jobs when they fulfill an average of 60% of the criteria, but women tend to apply only if they meet 100% of them. Yet, people who are systematically marginalized tend only to apply if they meet every requirement. We encourage you to apply if you believe you could excel in this role. Please use your cover letter to tell us about what you hope to bring to this role. We are dedicated to considering a broad array of candidates, including those with diverse workplace experiences and backgrounds. So, whether you're returning to work after a gap in employment, simply looking to transition, or taking the next step in your career path, we will be glad to have you on our radar.

APPLICATION PROCESS

Video and/or audio applications are welcome (though not required), in addition to written expressions of interest.
Interview Stages: Candidates can expect to engage in up to three rounds of interviews, all conducted virtually via Zoom.
Additional Documents: We may ask for a writing sample or a sample spreadsheet to better understand your expertise and fit for the role.
Accessibility Accommodations: Should you require any accommodations to facilitate your application, please dont hesitate to reach out to us at hr@jacobspillow.org. We are committed to providing support throughout the application journey, whether thats through email, a phone conversation, or a video call.