Assistant House Services Manager at Hennepin Arts

Description

Summary

The Assistant House Services Manager supports all aspects of Front of House (FOH) operations at Hennepin Arts (HA), ensuring exemplary service for patrons and staff. Responsibilities include assisting in FOH needs implementation, coordinating accessibility accommodations, and addressing feedback. They contribute to recruitment, training, and staff management, fostering a positive work environment and adherence to policies. Serving as a liaison, they advocate for the department, assist with event coordination, and supervise FOH employees. Reporting to the House Services Manager, they play a vital role in departmental success through their proactive approach and commitment to excellence.

Responsibilities

Customer Service: 10%

• Ensure exemplary service to all patrons visiting HA facilities or participating in HA events
• Receive patron feedback in person, via phone and email as necessary and respond appropriately

Operations: 70%

• Assist in successful implementation of all Front of House needs for HA venues
• Implement tools for training and for day-to day staff duties (lanyards, scripts, etc.)
• Advise on client facing FOH packets, such as security and merch packets and room layouts
• Operational follow-through of organizational/partnered commitment to Patron Relationship Philosophy
• Identify security opportunities and threats
• Maintain emergency preparedness and have a working knowledge of all applicable safety regulations and security procedures for HA venues and spaces operating in
• Ensure all staff present in the buildings have a clear understanding and tools to operationalize safety and emergency plans
• Advise on success and friction points in Patron Journey Maps
• On site coordination and support of accessibility accommodations, including scheduling and contracting of services. Assess and develop additional access points
• Advise as needed on patron-facing communications
• Provide recap reports regarding patron concerns and resolutions
• Utilize patron service best practices to investigate and recover service concerns
• Analyze patron and staff feedback and survey information to suggest service and Patron Experience operational improvements
• Regular presence at events, including nights, weekends, and holidays
• Communicate and answer questions concerning building maintenance in a timely manner
• Support annual department training and staffing plan based on service strategy, event budget, and identified staffing levels
• Identify needs in the recruitment processes, pipelines, and desired target areas to maintain the highest level of retention and service
• Support department new hire and veteran training programs, specialty training programs for Event Managers, specialty positions, and staff member development opportunities
• Implement training plans across venue and partner operations
• Execute service strategy to empower staff members to provide exemplary service and meet organizational goals
• Assist in managing payroll
• Maintain a strong presence with the service department management and frontline staff members
• As needed, represent and advocate for department in meetings, community, and industry
• Be available to lead potential and scheduled clients through venues, addressing needs knowledgably, with involvement of other departments as needed for effectiveness
• Assist in tracking and follow-up of merchandise payments from performances
• Event Report and Incident Report follow-up and debriefing
• Take ownership of all VIP additions to shows, including staffing needs, room scheduling, and logistical complications
• As needed, ensure shows are properly advanced and all requested needs are met. Disperse notes to all departments 
• Advise on potential budget expenditures
• Advise on new technologies, operational improvements, and service methodologies to enhance the patron experience and prepare staff to provide exemplary service

People Management: 10%

• Foster a fun and fulfilling work environment for staff members
• Directly supervise FOH employees
• Ensure fair, consistent, and timely enforcement of policies and procedures (including tracking callouts, no-shows and overall attendance)
• Support ongoing performance coaching and evaluation, identifying growth opportunities
• Communicate plan updates for staff members
• Participate in staff member investigations as appropriate, support and provide guidance to department management and supervisors on coaching opportunities
• Escalate staff member matters as appropriate concerning potential opportunities and challenges
• Conduct interviews

Other: 10%

• Perform all other duties as assigned

Requirements

Qualifications

Required

• Evening, weekend, and holiday availability
• Background or experience in customer service and/or conflict resolution
• Establishes and maintains effective relationships
• Gracefully receive input and direction from various colleagues
• Ability to translate information and opinions into operationally feasible plans
• Active listener
• Offers assistance and support to co-workers
• Works cooperatively in group situations
• Effectively modifies a planned course of action based on new circumstances
• Adjusts communication style to achieve the best results
• Lead a variety of personalities calmly and compassionately
• Looks for ways to improve and promote quality
• Demonstrates accuracy and thoroughness
• Effective communication skills, including clear and concise writing skills
• Write emails and event reports that conform to prescribed style and format
• Present information to staff, clients, coworkers and the general public as needed
• Fosters team cooperation
• Basic mathematical competency and cash counting
• Computer proficiency: Word, Excel and Outlook

Desired

• Work or extracurricular activity history that demonstrates the pursuit of a career in the live entertainment and event management field
• Knowledge and interest in popular culture and live entertainment
• Bilingual in English/Spanish is a plus

Physical Requirements

• Sit, walk and stand for extended periods of time
• Lift and/or carry up to 25 lbs
• Use computers for extended periods of time
• Reasonable accommodations may be made to enable individuals with disabilities to perform the assigned and essential functions

Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to change or modify such duties as required.