Ogunquit, ME 03907
For 89 years, Ogunquit Playhouse has been the jewel of Maine's southern seacoast, delivering world-class theatre and creating memories for generations.
The primary role of the FOH Manager is to ensure that all aspects of the Ogunquit Playhouse Front of House operations run smoothly, safely, and that the necessary personnel and volunteer positions remain well staffed in each of the Front of House departments (Concessions, Bars, Gift Kiosk, Ushers, Parking attendants) throughout the season. The FOH Coordinator is responsible for tracking and reporting on all FOH activities, all safety procedures as they pertain to FOH activities, and to ensure safety and a positive experience for all visitors who enter the theatre to see a show at the Ogunquit Playhouse.
The Front of House Manager must be detail-oriented and organized, and able to multi-task in a fast paced environment, have the ability to distinguish talent and to motivate and inspire, and be outgoing and able to communicate effectively with a large variety of people from diverse backgrounds and experience. The ability to exercise poise and discretion with staff and customers alike, and able to maintain a professional demeanor at all times. Other characteristics for success in this position will include flexibility, patience, and understanding, while also being accountable for all situations involving FOH staff, volunteers and FOH activities. Good computer skills, working knowledge of MS Office (especially Excel) and the ability to master the volunteer software database and the Tessitura ticketing database is also necessary.
Responsibilities & Duties include:
Responsible for the hiring, scheduling and proper training of all FOH staff and volunteers
Oversees and manages all staff working as ushers and those working in the theatre’s 3 bars, Gift Kiosk and Concessions.
Oversees the management of the Volunteer Coordinator and the hiring, training and scheduling of all volunteers
Maintain proper staffing for all hours of operation, while staying within budget assigned for FOH department
Set up policies and procedures for FOH staff scheduling, call-out practices, time off requests, and staff performance expectations
Process timesheet via ADP bi-weekly for payroll
Provide stellar customer service, ensuring that the experience of each patron is enjoyable and safe.
Demonstrate leadership, and be proactive, in facilitating customer service-effectively managing customer-related issues.
Responsible for all reports relating to FOH activities: attendance, lost-and-found, Gift Shop, Gazebo, Concessions and accident/incident reports
Provide budgets, staffing, schedules, inventory, merchandising, safety reports and others as instructed by senior management
Reporting to HR employment/employee matters
Responsible to immediately report and account for any accident or incident with proper documentation
Bars, Concessions, Gift Kiosk:
Oversees all concession and merchandise displays.
Meet or exceed all budgeted revenue for FOH departments
Ensure Point of Sale system is up and running at all times and to report to IT any issues that need to be resolved to ensure smooth operation and to prevent any loss of sales
Motivate staff to up sell and move merchandise quickly
Find new and creative ways to increase sales across departments
Responsible for all vendor management including the purchasing of all liquor, food and gift merchandise, on-time deliveries, and safe storage.
Responsible for the merchandising, and preparation for sale ensuring profit for OP
Responsible for tracking all inventory and reporting as needed
Maintain a close liaison with Production, Marketing, Facilities, Box Office and Business Managers regarding front of house requirements needed for each performance or special event.
Maintain up-to-date knowledge relating to present and future events taking place at the Ogunquit Playhouse
Disseminate accurate information in a timely manner to front of house staff and volunteers as needed
Utilize Tessitura and network with other theatres, local businesses, and community and educational organizations to learn about similar (FOH) industry operational practices, to share or learn new ideas, to incorporate programs such as ASL interpreters, etc.
Review of Front of House operational processes and revision as required
Draft, maintain, and train all FOH staff in emergency practices before opening day to guarantee the safe evacuation of the premises, if required
Ensure a safe working environment and oversee the occupational health and safety work place requirements/procedures are followed by all staff, volunteers
Ensure the security and safety of people and property
Ensure compliance with, Building regulations, smoking policy, public and employee safety requirements, and Emergency evacuation procedures
Co-ordinate organizational response to emergencies during performance periods
Overseeing the safe evacuation of the premises, if required
Perform other duties as necessary.
Prior customer service experience.
Personable and committed to providing a top-notch patron experience.
Highly organized, detail-oriented, dependable and able to work well under pressure.
Able to interface with the public and as part of a team.
Ability to maintain a flexible work schedule that includes evenings, weekends, and some holidays.
WEEKEND availability is a must.
2-3 years of hands-on, live theater Front of House experience.
Ability to deal discreetly and sensitively with disruptive or dissatisfied patrons.
Passion for delivering exceptional customer service, and proven ability to provide outstanding customer service standards which exceed the customer’s expectations.
Strong leadership and staff relations skills with demonstrated ability to train, motivate and inspire staff while fostering a team environment.
Proven organizational skills, dependable and self-motivated.
Excellent written and oral communication skills.
Previous Tessitura experience and/or knowledge of computerized CRM software and scanners preferred.
Familiarity with MS Office Suite with particular proficiency in Excel preferred as well as familiarity with Google Docs, Forms and Apps.
Bachelor’s degree or equivalent experience.
This is a full-time position with medical, dental, vision, long and short term disability, life insurance, paid vacation, and sick days, and 403(b) plan. Complimentary tickets offered for most productions.
Please send cover letter, resume and references to Carol Chiavetta, Director of Marketing & Communications at email@example.com
Please include Front of House Manager in the subject line, No phone calls please.
May 3, 2021 -