Floor Manager (Shubert Theatre: New Haven, CT)

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Floor Manager (Shubert Theatre: New Haven, CT)

The Floor Manager assists in on-site event management at the Shubert Theatre in New Haven, CT for all patron/public areas with attention to excellence in customer service (internal and external), community building, and patron safety/security.

Duties and Responsibilities

1. Supervises Usher Captains and volunteer staff during events (motivates, promotes safe and healthy environment, and communicates upwardly for discipline and recognition).
2. Arrives to shifts on time in the designated uniform. The designated self-provided uniform consists of black dress pants or a skirt, with a white shirt, and black shoes. A black blazer and a tie or scarf will be provided by the Shubert upon the employee’s first shift.
3. Communicates with Front of House Operations Manager, and as needed, the Director of Operations regarding interaction with volunteers (i.e., ongoing training, changes to policies and procedure, kudos).
4. Serves as customer service liaison, using Front of House Operations Manager and Box Office resources appropriately.
5. Supports special event needs by providing on-site reception/meeting/visiting merchandise services.
6. Reviews and communicates event and house specific information (run times, holds, programs, inserts, attendance, trouble seats, relocates, etc.) to event staff and volunteers during floor meetings.
7. Provides support to Front of House Operations Manager regarding facility opening preparations, such as doors locked/opened, stanchions placed/removed, and staff placement.
8. Communicates and implements house opening and evacuation situations to all event staff in assigned area as directed by the Front of House Operations Manager.
9. Protects the overall safety and security of the facility and all patrons by reporting and addressing suspicious or dangerous activity, using available security staff as necessary.
10. Handles accident situations, using first aid training and securing as much information as possible to complete a Shubert Incident Report. Notifies the House Operations Manager for assistance.
11. Reports building problems (HVAC, lighting, cleanliness, fixtures, room conditions, etc.), communicating either via internal radio for immediate needs or via identification on shift report for the Front of House Operations Manager.
12. Clears and closes assigned location, communicating appropriately with the Front of House Operations Manager.
13. Files appropriate event documentation. Provides ongoing communication to the Front of House Operations Manager & the Director of Operations.
14. Stays informed and educated on policy and procedural changes through regular monitoring of email for Shubert communications and attendance at mandatory event staff meetings.
15. Responsible for peer training as applicable.
16. Provides a minimum of 50% availability for monthly shift openings.
17. Performs other job-related duties as needed or assigned.

Knowledge, Skills and Abilities

1. Exemplary customer service skills combined with patience in working with various groups of people.
2. Ability to remain calm and resolve challenges and/or requests in a fast-paced environment.
3. Ability to lift up to 25 pounds and stand for up to 4 hours with or without accommodation.
4. Ability to work a flexible schedule as required by theatre activity which may include mornings, afternoons, evenings, weekends, and/or holidays.

Credentials and Experience

1. High School Diploma/GED Equivalent.
2. Prior customer service experience in a service-oriented environment.
3. Ability to maintain current certification in CPR/First Aid/AED/BBP.
4. Due to the nature of this performing arts venue, a flexible schedule on-site at the Shubert Theatre is required, including most evenings and weekends for performances.