The House Manager promotes the Minnesota Orchestra by managing Minnesota Orchestra and Association sponsored events and coordinating logistics and staffing for community events. They share responsibility for daily management of the Audience Services Department with other Audience Services Managers as well as responsibility for monitoring and maintaining high standards of customer service.
Minnesota Orchestra Values:
We believe every employee is essential to the success of the organization and critical to accomplishing our mission. Our working relationships are based on Respect for each other as individuals, confidence in one another, and a genuine desire to actively Listen and Collaborate with each other.
We are committed to building a diverse and inclusive organization that honors and reflects the community we serve, welcomes, and instills diversity across our ecosystem, and nurtures an equitable and inclusive culture.
Colleagues in Audience Services strive to uphold standards of service - advocacy, efficiency and courtesy. We create a welcoming environment for guests, vendors, clients, employees and volunteers. We professionally handle incoming requests and treat colleagues and guests as individuals with warmth and respect, while providing friendly, courteous and responsible service in an efficient manner.
Event Planning and Management
- Act as a primary event manager for Orchestra Hall events.
- Coordinate event logistics.
- Ensure event is adequately and appropriately staffed, reassigning event responsibilities as necessary.
- Coordinates logistics and staffing for Minnesota Orchestra Community events
- Plan, oversee and staff all audience development and community events (i.e. Open Streets, Doors Open, Pride, Symphony for the Cities, MPR Day at the State Fair, etc.)
- Maintain a presence at these events, monitoring and evaluating visibility and effectiveness; suggesting enhancements and changes as necessary.
- Ensure smooth operation of all events through advanced planning and coordination with other Audience Services and MOA staff.
- Assist Front of House Manager with the documentation and maintenance of event information, policies and procedures, front of house position descriptions, position maps and communication tools.
- Work with Marketing Coordinator for material distribution (TSD, The Forum office, Orchestra Hall Lobby, Stage Door) and maintains all brochure racks.
- Monitor and maintain a high standard of customer service at all times.
- Monitor all event staff for customer service, efficiency, accuracy, etc.; reporting back results to both the employee and the Audience Services Management Team
- Recognize customer complaints, collect sufficient information to determine the problem, take appropriate action and communicate to the Association characteristics that our customers like and dislike.
- Manage and evaluate assigned part-time Front of House staff.
- Assist with maintaining the Front of House informational resources and training for Front of House staff.
- General Supervision of all Audience Services Staff during assigned events/shifts (including Ticket Services, Stage Door and House staff).
- Assess and monitor current staff capability and determine further staffing needs
- Identify and delegate department related projects; monitoring for accuracy and tracking progress through completion.
- Address staff policy violations and /or conflicts, taking appropriate immediate action and directly reporting incident to appropriate manager/director.
· High School diploma, GED or equivalent
· Minimum of 1 year in a personnel management role
· Minimum of 2 years customer service experience
· Background in events, music and/or the arts preferred
· Demonstrate time management skills and timely attendance
· Ability to work independently
· Demonstrated ability to manage confidential and sensitive information, possess a high degree of personal integrity and sound judgment
· Demonstrated ability to manage multiple priorities, tasks, and deadlines with excellent attention to detail
· Ability to effectively communicate (written and verbal) and collaborate with others to identify and solve issues or make proactive recommendations
· Knowledge of MS Office Suite (including Outlook, Sharepoint and Teams) preferred
This position is full-time, typically 40 hours per week. The schedule is flexible but does require frequent evening and weekend shifts depending on event needs.