Floor Manager - Front of House

Position Summary:
The Floor Manager will supervise and oversee volunteer ushers during performances at various Trust venues. The Floor Manager will be scheduled by the Manager of Volunteer Services & Front of House Guest Experience and will be required to work at least five or six hours per event. The Floor Manager works cooperatively with the individual theater management staff members and other event personnel to ensure guest safety, comfort, and enjoyment while visiting Trust venues and/or attending Trust shows or events. This part-time position will be rotated with other part-time staff members with no annual guarantee for the number of events worked. Hours will be determined by the needs of the Trust and will require evening and weekend work for events scheduled at Trust facilities.

Knowledge, Skills & Experience Required:
Work Experience: Prior experience in a fast-paced, customer-focused environment preferred. Theater experience preferred.
Supervisory Experience: Prior experience scheduling and managing teams preferred, as well as managing a volunteer or part-time workforce.
Technical Skills: This position does not require specific technical skills; however, the individual should be comfortable with the use of various technologies for venue and guest security, including use of radios and ticket scanners. Knowledge of first aid and CPR/AED is a plus.
Intangibles: Must possess excellent communication skills and outstanding customer service instincts. Ability to manage and motivate large groups of people. Creativity and sensitivity to engage in effective problem solving in a fluid and fast-paced environment. Able to maintain the highest standards of professionalism, respect, and empathy while dealing with a wide range of stakeholders and guests.

Essential Functions:
Main job responsibilities: The Floor Manager is a key figure in coordinating Front of House efforts to anticipate guest needs and respond accordingly to provide outstanding guest experiences. The Floor Manager is required to fulfill various functions:

• Arrive at least 2 hours prior to the announced show time for pre-show preparations.
• Attend a meeting of all volunteers to provide information regarding running times, late seating policies, and other show-related information prior to each performance.
• Coordinate all ushers in the Floor Manager’s assigned area of supervision and monitor usher performance.
• Understand and educate volunteers on emergency procedures at each venue.
• Handle patron issues with ticketing, seating and house policies with discretion and professionalism and understand when to escalate issues to the House Manager, Manager of Volunteer Services & Front of House Guest Experience, or Director of Volunteer Services & Front of House Guest Experience.
• Provide assistance to patrons in wheelchairs and other individuals with mobility challenges.
• Assist with crowd control, especially with back-to-back performances.

• Maintain professional image and generate positive public relations.
• Demonstrate a commitment to diversity, equity, accessibility, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.

• Perform other responsibilities as assigned.

Supervisory responsibility: This position does not directly supervise any full or part-time staff members. However, the Floor Manager has significant indirect supervision of volunteer staff members during performances.
Budgetary responsibility: This position does not have any budget responsibility.
Decision-making responsibility: Subject to the supervision of the House Manager, the Floor Manager exercises discretion regarding customer service issues that arise during performances.
Strategic responsibility: The Floor Manager does not have specific strategic responsibility.
Reporting requirements: This position does not have any reporting requirements.
Travel requirements: No travel is required for this position.
Physical demands: In order to effectively supervise volunteer ushers, walking and/or standing for extended periods of time as well as frequently climbing stairs is necessary. This position also involves occasional lifting up to 20-30 lbs.

Salary: $17/Hour

The Pittsburgh Cultural Trust is an equal opportunity employer. All applicants are considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, ethnicity, veteran, or disability status.
Employees are expected to be able to perform the essential duties and responsibilities of this position, with or without job modification/reasonable accommodation. If an employee believes a job modification/reasonable accommodation is needed, please contact Human Resources so that a review can be conducted. The Pittsburgh Cultural Trust strives to comply with the accommodation provisions of the Americans with Disabilities Act, Title VII of the Civil Rights Act, the Pregnant Workers Fairness Act, and other related federal, state, and local laws.