FRONT OF HOUSE MANAGER

The FRONT OF HOUSE MANAGER is responsible for overseeing all matters involving patron and audience relations, both in advance of, and during the run of the production. They control the appearance and presentation of the public areas of theatre and its staff and therefore has significant influence over the way the audience is received and prepared for the production.

The FRONT OF HOUSE MANAGER reports to the HEAD OF PUBLICITY and works closely with the theatre management, BOX OFFICE MANAGER, PUBLICITY MANAGER, MARKETING AND PROMOTIONS MANAGER, STAGE MANAGER, patrons and outside media.

Responsibilities will include but are not limited to:

MARKETING

• Co-ordinates the gathering and editing of head-shots and bios with the COMPANY MANAGER
• Sets/designs lobby displays and decor according to the show’s themes and styles
• Designs and produces the show programme (includes compiling information, procuring ads, editing, proofreading, copying, etc)

MANAGEMENT

• Takes the bios and headshots through the necessary levels of approval and making changes to text as required
• Works with the production staff, in particular the ASSISTANT TO THE PRODUCTION and OPERATIONS MANAGER, to devise an ushering plan; submits USHER feedback sheets to the ASSISTANT TO THE PRODUCTION and OPERATIONS MANAGER
• Trains and manages the USHERS and concession staff
• Deals with any public relations issue which occurs at the theatre during the run of the show.
• Ensures that the public areas of the theatre remain clean and maintained
• Documents and deposits the concessions income
• Produces weekly sales reports and final sales report
• Develops and enforces Front-of-House protocols for actors/dancers on show nights (for example, how and where cast members meet their guests after the performance)
• Manages all aspects of concessions sales, including stocking supplies, signage, cash floats, etc.
• Meets with STAGE MANAGER regarding length of show, intermission timing and any special effects requiring signage; ensures that the PRODUCTION and OPERATIONS MANAGER is informed about the house/stage handover-over procedure
• Attends health and safety meetings as required

AT THE END OF TERM

• Write and submit a final report
• Wrap up all file, documents etc. at the end of terms and archive them; ensuring your successor has access to necessary information; including all files

NOTES:

Health, safety and security concerns figure prominently in your job. Become familiar with emergency procedures well in advance of the production’s opening. Make contact each night with the STAFF SUPERVISOR in order to clarify planning scenarios for any eventuality.

Seating capacities and configurations change frequently at the School. Speak to the PRODUCTION MANAGER, STAGE MANAGER, HEAD OF AUDIENCE RELATIONS and TECHNICAL DIRECTOR well in advance of the first week of sales in order to establish seating capacities, numbers and types of holds.

FRONT OF HOUSE MANAGERS at Ryerson work with student USHERS many of whom will have little previous Front-of-House experience. You will need to find inventive solutions to motivate and manage them. Keep in mind that ushers will work on several shows during the year. Many of your instructions will have been heard before. Be careful to cover all of the important points briefly but thoroughly.

Front-of-House is primarily a customer service position. The principles of efficiency, patience and conflict management are essential to maintaining professional standards during the pre- show rush. USHERS are the first point-of-contact for the audience and must take this responsibility very seriously but not without sociability and good humour.

Programme copy approvals require a good deal of lead-time. The approval process is repetitive and occasionally frustrating but is essential to providing a high-quality final product. Patience, meticulousness and a generous allocation of time for this process will ensure the best results. The presentation of public spaces has a great bearing on the audience’s impression of the production. Obviously clean and orderly public areas are a must. Creative displays, either self-produced or curated, will add a great deal to the audience’s enjoyment of the show.

This information is intended as a guideline only. It is not intended to replace the required reading or research in your area, or information gained in the classroom.

The duties of this position cannot be taken in isolation from those of the entire AUDIENCE RELATIONS team. Each of the AR job descriptions should be reviewed carefully prior to the commencement of work in the office.

The demands of this position, and the hours worked, will vary with each production.

THE DUTIES AND RESPONSIBILITIES OF THIS POSITION MAY BE ALTERED WITHOUT NOTICE BY THE RESIDENT STAFF AND FACULTY