Job Summary/Basic Functions

The Front of House (FOH) Manager, Eastern Kentucky University Center for the Arts, directs the operation of all events for a two-theatre, multi-purpose facility to include front-of-house operations, box office management, and patron services. The Front of House (FOH) Manager oversees the development and implementation of customer service, front of house, safety, and patron services. The Front of House (FOH) Manager coordinates activities with others to effectively execute all Center events in compliance with event contracts. The Front of House (FOH) Manager serves as the on-site manager in charge of Front of House (FOH) operations at all events and represents the Center in the absence of the Senior Director. The Front of House (FOH) Manager develops and implements event management strategies that encourage repeat customers by creating an excellent overall customer experience.

Minimum Qualifications

Education: A bachelor's degree is required

Experience: One year of directly related experience is required, preferably including experience in event planning, customer service, and/or box office management.

Licensure & Certifications:

Preferred Qualifications:

Job Duties:

• 30% - Ensure an optimal guest experience by directing front-of-house operations for all Center events. • Execute complex events of all sizes and types, with a focus on operational efficiency, organizational effectiveness, and exemplary customer service. • Provide client-responsive, cost-effective, quality-controlled operations that translate business vision into state-of-the-art, customer-responsive services and support for the Center. • Develop, maintain, communicate, and execute customer service standards, general operating procedures, and safety precautions for the facility. • Inspect, test, and evaluate the facility regularly to ensure that the overall atmosphere is safe, in compliance with regulations and laws, and conducive to a quality guest experience. (accessibility, safety, cleanliness, temperature, knowledgeable staff availability, VIP seating, contract provision compliance, etc.) Immediately address and correct any issues. • Ensure a timely opening and closing of the house and the smooth flow of customers throughout the facility by maintaining a heightened presence at events and ensuring a superior level of guest service. • Execute emergency procedures as required during an event. • Interact with guests at events to gauge customer satisfaction, address any complaints immediately, and resolve all issues to the guest’s satisfaction - (Essential)
• 20% - Direct business operations to efficiently manage the facility and effectively deliver Center events. • Oversee operations of various departments in the facility including concessions, coat check, guest services, access control, and others as needed. • Recommend, implement, monitor and enforce facility rental and operational policies and procedures (ADA, fire code regulations, etc.). - (Essential)
• 20% - Recruit, train, schedule, and manage the volunteer workforce for the Center. • Develop a process for staffing all events with student workers, methods for ensuring recognition, and a system for evaluation. • Conduct regular emergency training for Center student workers. • Schedule adequate staff to meet the needs of each event, train staff to handle guest needs, and evaluate staff performance, rewarding or taking corrective action as warranted. - (Essential)
• 25% - Develop, maintain and execute a successful Educational Outreach Program. • Develop a process for reaching K-12 schools within our service region both in and out of the Center facility • Maintain the Student Discovery Series (SDS) • Work with rental clients to execute their individual student programming - (Essential)
• 5% - Complete special assignments, act as an advocate for the Center, and do whatever is necessary to ensure efficient operation of the Center. • Represent the Center for Arts on University and community committees and organizations. • Represent the Senior Director in his/her absence and provide back-up coverage for other Center personnel as needed. • Serve as a liaison with the University, community arts organizations, and facility users, maintaining positive, open, approachable, and professional relations with a diverse group of stakeholders. • Attend meetings, events, and training as required. • Complete special duties or projects as assigned. - (Essential)