| JOB SUMMARY The Manager of Front of House Operations for the San Francisco Symphony serves a leading role for ensuring that patrons, artists, and staff have a positive experience while visiting Davies Symphony Hall by managing all Front of House ushers and volunteers. The person in this role will apply effective venue management before, during and after concerts in order to help achieve the high standards established by the San Francisco Symphony, and meet the expectations of patrons attending events at Davies Symphony Hall. The Manager of Front of House Operations is an advocate for the San Francisco Symphony who will work in partnership as an ambassador to implement policies and procedures in conjunction with the usher staff. This role reports to the Hospitality Manager of the San Francisco Symphony. |
The Manager of Front of House Operations is skilled in house logistics, effective communication, conflict resolution, problem solving, computer/software knowledge, excellent customer care, and the ability to work under pressure. The person in this role is diplomatic, courteous, enthusiastic, accountable, positive, motivating, trustworthy, punctual and a proactive leader.
RESPONSIBILITIES • Recruit, hire, train, and manage Front of House staff including ushers and volunteers. Establish performance standards and encourage staff excellence through goal setting. Set methods to measure staff performance and continually improve. Create a standard process for recording and reporting disciplinary measures. • Develop a comprehensive orientation program for volunteers and ushers, including working closely with IT to generate an online volunteer portal through www.sfsymphony.org. Expand the role of volunteers as informed, roving greeters and ambassadors of the patron experience. • Launch online scheduling program for volunteers and ushers. Leverage this digital database to track event attendance, hours worked, and accurate contact information. Streamline information sharing through this program to include information regarding the specific performance, SFS policies, and event information to be reiterated at the preconcert meeting. Schedule Front of House volunteers and ushers based on event calendars distributed by the SFS Administrative Staff and War Memorial, distributing timely scheduling assignments to designated ushers one month in advance. Ensure there is adequate staff coverage for each event, consistent with capacity projections. • Directly coordinate with designated staff of War Memorial and Performing Arts Center on building management issues including building rules and regulations, emergency planning and procedures, building safety and security, maintenance issues and concerns, Lost & Found, EMT Service, and Front of House management for non-Symphony events in Davies Symphony Hall. • Initiate a method to track necessary Front of House improvements that would heighten the patron experience and take an active role in managing a timeline for progress on associated projects with the Hospitality and Operations Managers. • Digitize payroll processes for ushers to maximize efficiency, including online program tracking for HR data such as vacation accrual, sick time, commuter check requests, and parking privileges. • Have a working knowledge of usher guidebook and Theatrical Employees Union, local B-18, contract and facilitate required policies in the collective bargaining agreement between ushers and the SFS. • Assist with scheduling, identifying agenda points, and attending Usher Liaison Committee meetings, approximately quarterly, to discuss issues and major concerns confronting Front of House staff. • Work independently and exercise sound judgment while respecting deadlines. Meet weekly with Hospitality Manager to discuss day to day operations, challenges and concerns. Further meetings for special events, Human Resources, or safety refreshers may be required. • Prepare concert report after each concert/event as well as incident reports (as required), including feedback from patrons. Interface with any official personnel (e.g. police and fire departments). Maintain knowledge of evacuation procedures and proper emergency response. Ensure compliance with ADA requirements. • Coordinate training sessions for emergency procedures with the Operations Department for ushers and volunteers. Before the concert/event: • Maintain an inviting and professional atmosphere in the hall and lobbies. • Post proper directional signage when necessary, guiding patrons to the correct entrance/exit, amenity, or seating section. • Greet ushers and assign locations for the concert. Confirm sufficient staffing is achieved and, if necessary, make adjustments. Ensure Head Usher is prepared to welcome, check in, and assign locations to volunteer ushers with an accurate list of staff. • Check in medical staff/EMT and on site security personnel; provide any required instructions. • Ensure building is “concert ready” with the appropriate quantity of programs, operable radios and scanners, correct removal of ADA/wheelchair seats, coat room supplies, umbrella bags, and lobby signage. • Meet with ushers and volunteers, prior to the opening of the hall, in order to provide a clear understanding of responsibilities for the evening and answer any questions. Walk the lobbies to ensure that staff are in place, dressed appropriately and ready for the evening. • Stay in contact with Stage Manager and Building Engineer via radio to confirm when the building should be opened to the public. Make the announcement to Front of House staff. During the concert/event: • The Manager of Front of House Operations is required to assist ushers and patrons during the event (pre-concert, intermission and post-concert) by having a constant presence in the lobby. The person in this role completes the following during the performance: o Monitor patron safety and experience throughout the event. Take immediate steps to rectify any situations that compromise safety or the patron experience. o Interface with Event Manager and emergency response team when required. Maintain accurate digital record keeping which includes generating and filing reports related to patron and staff accidents, illness, or injuries that take place in the hall. o Maintain consistent communication with production staff, Event Manager, Head Usher and ushers + volunteers. Additional coordination and communication may be required with box office, catering, facility engineers, stage crew, custodians, SFS Public Relations, Artistic Planning or Liaison, Development representatives, medical staff, and SFS Store employees. Post Concert: • Communicate with technical staff and Concert Duty Manager in order to properly close the house. Supervise ushers walking through the hall to identify any items left behind by patrons. • Help facilitate post-concert activities, such as: CD signings, artist “meet and greets,” gatherings in DSH event spaces, coat check, and lost and found • Ensure patrons are able to safely and efficiently exit the building; and confirm interior stairwells are vacant. • Check that staff has locked all appropriate doors.
APPLICATION INSTRUCTIONS To apply, please visit our website at www.sfsymphony.org. Under the About Us tab, go to the Careers and Audition page and click on “Jobs at the SF Symphony.” Search for this job and click on “Apply for this Position” to submit your resume, cover letter and application.
ORGANIZATIONAL PROFILE The San Francisco Symphony, under Music Director Michael Tilson Thomas, is one of the country’s leading orchestras. Some 220 concerts each year reach an audience of more than 600,000, while national and international broadcasts, heard on more than 215 radio stations, reach millions more. The Symphony has its own recording label, SFS Media, and its recordings have won some of the world’s highest honors. Its multimedia initiative, Keeping Score, has reached over six million people with television and radio broadcasts, DVDs, and an interactive website. The Orchestra tours extensively throughout Europe, Asia, and the United States, and its outstanding artistic reputation enables it to attract the world’s finest guest artists and conductors to Davies Symphony Hall. More than 70,000 young people are served each year by the Symphony’s numerous education programs, including its internationally renowned Youth Orchestra and Adventures in Music (AIM), which reaches every 1st through 5th grader in San Francisco’s public schools. The organization is led by President Sakurako Fisher and Executive Director Brent Assink.
The San Francisco Symphony’s mission is to set the highest possible standard for excellence in musical performance at home and around the world; enrich, serve, and shape cultural life throughout the spectrum of Bay Area communities; and maintain financial stability and gain public recognition as a means of ensuring its ability to fulfill its mission.
The San Francisco Symphony is an Equal Opportunity Employer.