Front Of House Manager

Job Description: Summary
The Front of House Manager oversees the management and training of the Assistant House Managers, Supervisors, Ushers and Volunteers for all Artis—Naples events both on and off campus. The ideal individual will be deeply committed to delivering exceptional customer service, understanding its importance to the Artis—Naples brand and culture. The Front of House Manager will set clear expectations with all team members, creating an environment emphasizing motivation, teamwork, continuous improvement and a passion for providing excellent service. The Front of House Manager will also be a numbers person, able to manage budgets, plans and expenses for all areas of the department.

Supervises
Front of House Assistant Manager(s)
Front of House Supervisor(s)
Front of House team members
Valet
Volunteers

Responsibilities (other duties may be assigned

• Ensures exceptional Customer Service; understands Artis—Naples’ service culture. Sets service expectations for all patrons internally and externally. Responds quickly and proactively to patron concerns. Sets a role model to demonstrate appropriate behaviors.
• Leads Front of House team: Supervises and manages Front of House team, including all day-to-day operations. Understands all team members’ positions well enough to perform duties in employees' absence. Sets performance standards and clear expectations with team members and ensures standards are followed. Develops action plans to address areas of concern and expand on strengths based on employee engagement and patron satisfaction results.
• Oversees Operations: Oversees all front of house operations; including staffing, valet, volunteers, etc. Ensures all operational standards are met and reviewed on a regular basis.
• Develops and executes budgets and plans for all financial, employee engagement and patron satisfaction plans and actions for department. Develops specific goals and plans to prioritize, organize, and accomplish the work. Maintains a positive cost management index for all areas of operations by managing costs, work schedules and team members’ hours. Develops and implements controls for expense management. Prepares forecasts, reports and develops the front of house budget. Continually implements strategies to improve the team.
• Observe safety requirements. Report safety issues and items requiring work orders to Supervisor or Safety & Security.
• Work effectively with all Artis—Naples team members.

QUALIFICATIONS:
Competencies, Education and Experience

Competencies
To perform the job successfully, an individual should possess and demonstrate the following competencies:
Analytical – is able to interpret data and prepare reports.
Financial – has knowledge of and experience in nonprofit financial accounting.
Problem Solving - identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in-group problem solving situations; uses reason even when dealing with emotional topics.
Technical Skills - knowledge of computerized information systems used in Event Services.
Oral Communication - speaks clearly, confidently and persuasively in positive or negative situations; listens and gets clarification; participates constructively and thoughtfully in meetings.
Written Communication - writes clearly and informatively; presents information effectively.
Teamwork - contributes to building a positive team spirit; puts success of team above own interests; builds morale and group commitments to goals and objectives; supports other’s efforts to succeed; fosters a cooperative work environment.
Leadership - Exhibits confidence in self and others.
Quality Management - Improves and promotes quality; demonstrates accuracy and thoroughness.
Cost Consciousness - Works within approved budgets; develops and implements cost saving measures; contributes to positive revenue generation; conserves organizational resources.
Diversity - shows respect and sensitivity for cultural differences; promotes a harassment-free environment; builds a diverse workforce.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values.

Organizational Core Values
Collaborative – work internally and externally to accomplish something together that we may not be able to accomplish separately in order to realize shared goals.
Transparency – behave and communicate in a manner that exudes openness and sheer honesty.
Excellence – a standard of performance that surpasses ordinary standards.
Accountability – the acceptance and assumption of responsibility for actions, decisions and results.
Patron-first– place the patron at the center of our efforts.
Integrity – a commitment to the highest standards, values and principles through every action and decision.

Education / Experience
Must have a passion for creating an exceptional experience for all patrons as well as strong leadership ability to manage a diverse staff; strong background in staff training to achieve and maintain desired facility levels and resolve problems/conflicts in a diplomatic and tactful manner. Must have strong floor presence, high energy, possess outstanding interpersonal skills while exercising discretion and diplomacy in working both with internal and external patrons; should exhibit professionalism and maintain performance and grace in high pressure situations. Must be able to prioritize and organize workflow to ensure effectiveness and efficiency, manage tight deadlines and work within clearly defined budgets. This position is event based plus Monday-Friday; (nights, weekends, and long hours often required during season).

• Minimum 5-years venue management experience in a fast-paced environment,
• Bachelor’s degree in business, theatre arts management or a related field preferred.
• Have a clean, valid driver’s license.
• Excellent communication, organizational and customer service skills
• P&L accountability and /or contract-managed service experience is desirable.
• Proficient skills in various software packages including Word, Excel and POS software.

Required Training

• AED/CPR/First Aid Certification
• Crowd Management Certification
• Fire Extinguisher and EvacuTrac Chair Training

Physical Demands and Work Environment: Physical Demands
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.

• While performing the duties of this position, the employee is regularly required to sit; use hands to finger, handle, or feel;
• The employee is frequently required to reach with hands and arms and talk or hear.
• The employee must occasionally lift and/or move up to 50 pounds.
• Ability to squat and stand or walk for extended periods of time on marble floors.
• Specific vision abilities required by this job include close vision and color vision.
• The noise level at public events if moderate to loud.
• The noise level in the office environment is usually quiet.
• Must be able to move easily up and down stairs.

Work Environment
The work environment is in an office area and around the campus of the venue. The noise and activity level is consistent with a busy venue, moderate to loud.