Tilles Center House and Operations Manager

Position Summary: 

The Front of House and Operations Manager is responsible for the overall function of the front of house and venue operations during all performances and scheduled activities. This role ensures a high-quality, welcoming environment for all patrons by maintaining seamless communication with the Box Office, production team, and other venue stakeholders. As a primary first responder to event complications and patron issues, the Manager also oversees the daily administrative needs, facility maintenance, and operational readiness of the venue in conjunction with the General Manager.

Key Responsibilities:

Staffing, Recruitment & Leadership

• Team Management: Interview, hire, onboard, train, and supervise a diverse staff, including assistant managers, part-time ushers, ticket takers, event attendants, concessions workers, from a pool of students, volunteers, and paid part-time freelance employees.
• Scheduling & Payroll: Create and manage work schedules for all audience services staff based on event needs; handle payroll enrollment and shift reporting
• Performance Evaluation: Conduct regular check-ins, provide real-time feedback, and proactively address performance or attendance issues.

Event Operations & Guest Experience

• Patron Experience: Maintain exceptionally high standards of customer service, courtesy, and safety for all visitors across a wide range of events.
• Accessibility Services: Manage ADA accommodations, assistive listening devices, and special seating requests.
• Show Logistics: Oversee pre- and post-show activities, including advancing VIP setups, coordinating lobby events, VIP and member rooms, and managing the Lost and Found.
• Festival Coordination: Lead the management and logistical coordination of the annual outdoor Jazz Festival.

Concessions, Merchandising & Vendor Management

• Concessions & Bar: Oversee operations, inventory, staffing, and point-of-sale (POS) systems for all beverage and concession services.
• Merchandise: Coordinate outside merchandisers for concerts and events; negotiate financial/setup arrangements and settle accounts immediately following the event.

Facilities, Budget & Safety

• Campus & Venue Coordination: Schedule and coordinate essential event services, including Public Safety, HVAC, electricians, and engineers.
• Financial Oversight: Estimate and monitor individual event expenses to ensure compliance with the department’s overall annual budget.
• Crisis & Emergency Response: Act as a core member of the venue's emergency personnel and the primary on-site lead for medical incidents, severe weather, or evacuations in coordination with security.
• Box Office Support: Maintain a working knowledge of ticketing software, sales policies, and procedures to assist Box Office operations when necessary.

Education & Experience Requirements

• Education: BA degree or greater in Arts Management, Theater Production, or a related field preferred.
• Experience: Proven experience managing high-stress, fast-paced live event environments and leading large, diverse teams.
• Industry Knowledge: Understanding of the unique challenges facing non-profit organizations and the performing arts sector.

Skills & Certifications

• Communication: Exceptional interpersonal, oral, and written communication skills; strong conflict-resolution capabilities.
• Technical Skills: Proficiency with Microsoft Office Suite, ticketing software, and concessions POS management systems.
• Certifications: AED/CPR certification required (or willingness to obtain); ability to obtain all Department of Health (DOH) certifications required for concessions and food service management.

Working Conditions

• Requires a flexible schedule, including frequent evening, weekend, and weekday event coverage.
• Serves as one of the primary emergency personnel designated to address immediate facility or operational issues.

Material and Equipment

Computer, phone, copier, fax, printer, ticket scanners, ticket printers, credit card machine, flashlights, radio communications, emergency medical equipment.