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About the Role

Supervise and direct daily operations of front-of-house staff for concerts and events, including ushers, guest service, and ticket scanners. Foster a welcoming environment that enhances the live music experience.

Responsibilities

• Support front-of-house staff to provide exceptional guest experience.
• Respond to guest and employee needs with a positive demeanor and acting as a role model for staff.
• Share guest feedback with management.
• Guide staff to ensure event specific responsibilities are completed, and processes are followed from beginning to end of events.
• Conduct pre-shift department meetings to deliver direction, event logistics, and updates.
• Attend security meetings as needed.
• Prepare shift recap reports.
• Maintain cleanliness and organization.
• Ensure supplies are stocked and equipment is well-maintained.
• Report any maintenance issues to appropriate leadership.
• Support onboarding of new team members.
• Support leadership in planning and delivering departmental training.
• Collaborate with all other departments to support execution of events.
• Assist in crowd control during emergency situations.
• Lead evacuation procedures when necessary.
• Guide guests and employees to designated locations.
• Assist security and paramedics as required for guests in need.
• Model company guiding principles.
• Communicate and uphold corporate policies, safety and security procedures, and brand SOPs.
• Promptly report accidents, facility issues, or unsafe conditions to management.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent required.
• 2+ years' venue or guest service experience preferred.
• Supervisory experience preferred.
• Effective interpersonal and verbal communication skills.
• Strong leadership skills with a focus on coaching, development, and clear communication of expectations.
• Intermediate computer skills with Microsoft Office required.
• Able to work a flexible schedule, including evenings, weekends, and holidays, to support business needs.
• Must obtain CPR certification within 90 days of hire.
• Must complete Crowd Management training upon hire.
• Speak, hear, and use non-verbal cues to communicate with guests.
• Near, distance and color vision for navigating ticketing and seating.
• Stand and walk for extended periods, including on uneven surfaces and while carrying items.
• Walk up and down stairs while navigating the venue.
• Regularly lift and carry up to 25 lbs. to carry materials or assist in set up/break down.
• Maintain mental and visual attention to respond to guest needs or emergencies.

Skills

• Crowd management
• Customer service
• Leadership
• Coaching
• Development
• Clear communication
• Microsoft Office

Location

• Venue

Work Type

• Full-time
• Evenings
• Weekends
• Holidays

Experience Level

• 2+ years
• Supervisory

Education Level

• High school diploma or equivalent

About the Company

• Entertainment environments, indoors and outdoors, with large crowds and elevated noise levels.