Job Title: Front of House & Business Manager

Division/Department: Rail Events Productions/Management

Reports To: REI Business Manager

Type of position: Exempt/Salary

Employee Classification: Seasonal

Compensation: $1,150/week

Job Summary:

The Front of House & Business Manager for Rail Events Productions Inc. (REP) acts as the primary REP representative and onsite Front of House and Business Manager, responsible for all aspects of business in coordination with the REP Business Manager and the American Heritage Railways Accounting and Human Resource departments. Responsibilities include customer service, ticketing, food service, communications between production and train operations, and oversight of third-party contractors. 

Essential Duties and Responsibilities:

• Work with the REP management team during preproduction, assist with day-to-day operations during the event, and participate in postproduction load-out
• Assist in the hiring of ticketing, catering, and parking staff during preproduction
• Responsible for coordinating and communicating FOH staff schedule and overseeing that event if fully staffed on all event dates
• Responsible for submitting weekly payroll verification 
• Maintain oversight and support of Box Office, Catering, and Parking (if applicable to location) Staff during the event as well as throughout load-in and load-out
• Become familiar with the ETix ticketing system, help oversee box office and catering customer service agents; work closely with the Etix Director of Client Services and Director of Birmingham Customer Support for all customer and ticketing system needs (Etix ticketing system training will be provided)
• Primary customer service manager when the need arises, including onboard seating issues
• Conduct daily safety briefings and handle all incident reporting for passengers and employees
• Inspect and prepare Front of House areas at the top of day and secure Front of House areas at the end of the day, with the support of staff
• Coordinate with the Stage Manager for a safe release of the train for each departure, and be present on the platform upon return
• Work with the Box Office Supervisor and Catering Supervisor to maintain a weekly amenities inventory
• At select locations, the FOH & Business Manager is responsible for overseeing the distribution of first-class bags and mugs for each departure
• Work with the Catering Manager and food service employees; see that the quality and schedule are maintained, assist when needed
• Become familiar with railroad safety rules and help oversee the event staff’s adherence to safety
• Assist onboard production with any amenities or hospitality items that are necessary during or between runs
• Assist with the distribution of staff meals 
• Works with the entire event team to maintain a positive, enjoyable, and rewarding environment for all staff and passengers
• Be able to manage the will-call staff during times when the Front of House & Business Manager is away from the Front of House 
• Prepare Top of Day and End of Day Reports and distribute to appropriate parties
• Daily communications with all internal departments to ensure a smooth run of events as well as external contractors and passengers
• Other duties as assigned

Education, Skill & Work Experience Requirements:

• Experience and ability in problem-solving and leading a team in a live show setting are preferred
• Experience with special events and managing events preferred
• Strong leadership skills
• Possess a well-spoken manner for in-person communications
• Initiative-taking and meticulous
• Physically capable of lifting heavy objects
• Must be 18 or over

Work Environment:

• Majority of work is performed onsite in an event space setting
• Varied schedule requiring evenings, weekends, and overtime
• Able to stand and walk on uneven or unsteady surfaces aboard a moving train
• Time spent in and around active railroad yard(s)

What’s in it for you?

• Join the cast and crew of a one-of-a-kind Broadway-style performance on a moving train 
• This is an amazing opportunity for folks starting their theater career
• Serve others and create a world of make-believe and magic
• Great industry pay and a chance to build upon your theater network and make lifelong connections
• Enrich and positively impact the holiday experience for all – big and small
• Be part of an inclusive team in a supportive environment with high expectations for yourself and your fellow teammates
• Catered meals for 5-show days
• Comp tickets for your friends and family
• Potential for end-of-season bonus 

The Polar Express Train Ride is an immersive production on a moving train that brings rewarding experiences to our employees. Being part of the Front of House team is an excellent opportunity to learn the business side of production and be the first interaction our guests experience. The high-energy logistics of moving folks through parking, the box office, and waiting areas, and onto their departure on time with all the amenities needed for the production is extremely rewarding, knowing guests are on their way to making lasting memories with loved ones. The Front of House team is also an integral part of providing customer service to our guests and support to cast and crew on the ground.

With a total cast, crew, and front-of-house employees of 60-75 people onsite every day and the possibility of over 2,000 guests, our days can be chaotic. With such a fast-paced environment, the team at Rail Events Productions takes care to properly support and teach everyone the best ways to accomplish their jobs. We strive to build a space where employees are safe and encouraged to grow throughout their time with the company. Knowing we work long days throughout our season we do our best to support our local teams through the busy schedule that is our holiday season.