The State Theatre of Ithaca is seeking an Interim Front of House Manager to serve as the point person for patron safety, service, and experience for all events at the State Theatre. The Front of House Manager schedules a robust volunteer group to serve as ushers, ticket scanners, State Theatre audience representatives, etc for each event as well as coordinating with the security vendor for personnel. The State Theatre is a 1600 seat venue, not-for-profit, historic theatre located in the heart of downtown Ithaca presenting a variety of events including music concerts, comedy, and dance. Some nights and weekends are required. A complete job description can be found below. To apply, please email a cover letter and resume with references to Michael Viselli, Business Director (michael at stateofithaca.org). Review of applications will begin November 7th and continue until the position has been filled. For more information about the theatre, visit www.stateofithaca.org. No phone calls please.
Reports to: Business Director
Oversees: Assistant Events Manager, Local Merch Sellers, Volunteers, Security Staff
Compensation: Hourly: $25.00 - $28.00 DOE, with a 35 hour/week guarantee, Overtime after 40 hours, Health insurance eligible, Free downtown parking
Employment Dates: early December through end of 2025-2026 season (late May/early June)
Schedule: TBD, nights and weekends for scheduled events
Job Summary:
The State Theatre of Ithaca's Front of House Manager is the chief point person for safety, service, and experience of audience members. The Front of House Manager is responsible for interaction with patrons and visitors concerning ticket entry, seating, theater amenities and all other audience needs. The Front of House Manager coordinates all volunteers/ushers and security for all events. This position works on site at the State Theatre during all events, which will include various evenings and weekends.
The Front of House Manager, in addition to the Business Director, also works closely with the Production Manager, Box Office Manager and the contracted security staff to ensure all audience members have the best possible experience at the State Theatre of Ithaca.
Position Responsibilities:
Event Responsibilities
* Present at all State Theatre Events
* Ensure proper communication between State Theatre staff, security personnel, the artists and their management and all volunteers working the events
* Offer superior, organized guest services to all patrons. Respond to and resolve client and patron complaints involving tickets, seating, and other related issues
* Request an appropriate number of security personnel from the security vendor
* Attend and participate in the Security Meeting, with Tour Manager (event representative), Production Manager, Security Supervisor, and Business Director before each event
* Liaise with artist merchandise sellers for load-in, setup, load out, settlement and staff Local Merchandise Sellers as requested
* Liaise with artist VIP coordinator(s) to help present the best possible patron event
* Ensure that safety policies and fire codes are strictly enforced
* Understand and implement, if necessary, all Theatre Emergency Evacuation Procedures
* Immediately report any malfunctions or safety issues that may exist in the theatre auditorium or lobby areas
* Secure the necessary number of ushers and assign them to positions
* Assist patrons in locating their reserved seats
* Arrange accommodations for patrons or groups with special needs and ensure compliance with Americans with Disabilities Act (ADA) regulations
* Create and file injury/incident reports to Business Director when necessary
* Create and distribute Post Show Event reports to all staff
Volunteer Management
* Coordinate and schedule the duties of ushers/volunteers working from an established pool of trained volunteers
* Maintain and update, as needed, the volunteer manual, expectations and point reward system
* Manage the actions of the volunteers to ensure an outstanding patron experience
* Direct all usher activities including preparing programs and other handouts for event audiences, reviewing usher/volunteer staff for appropriate dress code, monitoring usher arrivals and departures, and assisting ushers with audience issue resolution.
Miscellaneous
* Recruit and hire Assistant Event Managers
* Look for ways to improve efficiency in audience ingress/egress and merchandise/concessions/restroom line orientation
* Perform other audience/patron service duties as needed
Desired Skills:
* Enthusiasm for a public facing customer service role in a live entertainment environment
* Enjoyment of historic theatres and exploring ways to engage audiences
* Strong leadership qualities
* Excellent verbal and written communication skills
* Ability to handle and prioritize a wide variety of overlapping tasks
* Previous work coordinating a volunteer staff
* Previous experience in a live entertainment venue
* Ability to maintain an even temperament in high stress situations
* Highly organized, energetic, and a team-oriented individual with a positive attitude
* Computer literacy and knowledge of Volgistics (ideally) and TIXR ticket system (ideally)
* Knowledge of American with Disabilities Act (ADA) as it applies to public assembly spaces
* Possessing or obtaining Certified CPR/First Aid and crowd manager certifications
