Pittsburgh Cultural Trust
Manager of Volunteer Services & Front of House Guest Experience
Pittsburgh Cultural Trust - Pittsburgh, PA - Full Time
Position Summary:
The Manager of Volunteer Services & Front of House (FOH) Guest Experience works in coordination with the Director of Volunteer Services & Front of House Guest Experience to supervise all front of house (“FOH”) activities at the Pittsburgh Cultural Trust’s events and venues. This is a full-time position with working hours that will include evenings and weekends as determined by the needs of the Trust. This position requires working cooperatively with individual theater management staff members to ensure guest safety, comfort, and enjoyment while visiting Trust venues and/or attending Trust shows or events. The salary range for this position starts at $48,000.
Knowledge, Skills & Experience Required:
Education: Bachelor’s degree in theater arts management or theater-related field preferred.
Work Experience: Minimum 5 years’ experience in a fast-paced, customer-focused environment required. Experience with event coordination, volunteer management, venue management, and customer relations required. Schedule management and logistics experience preferred.
Supervisory Experience: Prior experience scheduling and managing teams required. Experience managing a volunteer and part-time workforce preferred.
Technical Skills: Strong working knowledge of Microsoft Office suite, including Teams, is required. Familiarity with Better Impact, Tessitura, Momentus Elite, Zoom, JazzHR, and Paylocity is preferred. Knowledge of first aid and CPR/AED is a plus.
Intangibles: Must possess excellent communication skills and organizational ability. Able to motivate and work with large groups of people. Able to design and implement training for volunteers and part-time staff. Able to manage multiple projects simultaneously and engage in effective problem solving in a fluid and fast-paced environment. Must 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 Manager of Volunteer Services & Front of House Guest Experience is responsible for a wide array of functions related to the Trust’s FOH personnel and corps of volunteer staff members. The main responsibilities consist of:
Staff Scheduling and Administrative Responsibilities:
Budgetary responsibility: This position does not have specific budget responsibility.
Decision-making responsibility: The Manager has extensive day-to-day decision-making responsibility regarding all aspects of the FOH and Volunteer Program.
Strategic responsibility: The Manager consults with the Chief Security Officer and Director of Volunteer Services & Front of House Guest Experience to design and improve strategies to ensure guest comfort, safety, and enjoyment while visiting Trust venues and/or attending Trust shows and events.
Reporting requirements: This position assists with compiling metrics for the FOH staff and volunteer program.
Travel requirements: Limited travel (less than 5%) is required for this position.
Physical demands: In order to effectively train and supervise volunteers and part-time staff at all locations, walking and/or standing for extended periods of time as well as frequently climbing stairs is necessary. This position also involves office work with occasional lifting up to 20-30 lbs.
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, ethnicity, national origin, 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.
The Manager of Volunteer Services & Front of House (FOH) Guest Experience works in coordination with the Director of Volunteer Services & Front of House Guest Experience to supervise all front of house (“FOH”) activities at the Pittsburgh Cultural Trust’s events and venues. This is a full-time position with working hours that will include evenings and weekends as determined by the needs of the Trust. This position requires working cooperatively with individual theater management staff members to ensure guest safety, comfort, and enjoyment while visiting Trust venues and/or attending Trust shows or events. The salary range for this position starts at $48,000.
Knowledge, Skills & Experience Required:
Education: Bachelor’s degree in theater arts management or theater-related field preferred.
Work Experience: Minimum 5 years’ experience in a fast-paced, customer-focused environment required. Experience with event coordination, volunteer management, venue management, and customer relations required. Schedule management and logistics experience preferred.
Supervisory Experience: Prior experience scheduling and managing teams required. Experience managing a volunteer and part-time workforce preferred.
Technical Skills: Strong working knowledge of Microsoft Office suite, including Teams, is required. Familiarity with Better Impact, Tessitura, Momentus Elite, Zoom, JazzHR, and Paylocity is preferred. Knowledge of first aid and CPR/AED is a plus.
Intangibles: Must possess excellent communication skills and organizational ability. Able to motivate and work with large groups of people. Able to design and implement training for volunteers and part-time staff. Able to manage multiple projects simultaneously and engage in effective problem solving in a fluid and fast-paced environment. Must 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 Manager of Volunteer Services & Front of House Guest Experience is responsible for a wide array of functions related to the Trust’s FOH personnel and corps of volunteer staff members. The main responsibilities consist of:
Staff Scheduling and Administrative Responsibilities:
- Schedule, train, and supervise part-time FOH staff members and volunteers, ensuring adequate staffing for all events (i.e., performances, festivals, parties, meetings, press conferences, etc.).
- Review and approve through Paylocity bi-weekly payrolls for all FOH part-time staff including House Managers, Floor Managers, and Ambassadors.
- Serve on selected Trust committees.
- Recruit, manage, and motivate volunteers, including maintaining accurate records of volunteer recruitment and conducting orientations regarding the mission and objectives of the volunteer program.
- Recruit, manage, and motivate FOH staff members. Monitor performance and enforce policies and procedures when necessary.
- Assist with the hiring process for new Front of House staff by conducting phone and in person interviews, participating in hiring decisions for FOH staff.
- Handle the onboarding process of volunteers and front of house staff, including volunteer screening, orientation scheduling, and new hire paperwork completion.
- Develop and implement effective training programs for new and existing FOH staff members and volunteers to ensure adherence to the highest standards of professional customer service for all Trust patrons.
- Monitor staff member and volunteer performance and enforce policies and procedures as outlined in their respective handbooks.
- Conduct interim and annual performance reviews for FOH staff and volunteers.
- Coordinate social activities to promote cohesiveness and camaraderie among volunteers.
- Coordinate training and briefing of all FOH staff and volunteers in patron ticketing, seating, complaints, house policies, patron decorum, and security during performances by working with the appropriate staff and departments to address issues.
- Coordinate training and briefing of all FOH staff and volunteers
- Recruit, manage, and motivate student volunteers, including for the Beyond the Stage program and National Charity League partnership.
- Manage all aspects of the programs, including scheduling student volunteers, tracking their progress, and providing necessary support.
- Develop and implement strategies to grow the program and increase its reach to additional schools and students.
- Maintain strong communication with students, educators, and other stakeholders to foster engagement and success.
- Coordinate with other Trust departments to enhance programmatic appeal.
- Track metrics and complete annual audit of programmatic success.
Budgetary responsibility: This position does not have specific budget responsibility.
Decision-making responsibility: The Manager has extensive day-to-day decision-making responsibility regarding all aspects of the FOH and Volunteer Program.
Strategic responsibility: The Manager consults with the Chief Security Officer and Director of Volunteer Services & Front of House Guest Experience to design and improve strategies to ensure guest comfort, safety, and enjoyment while visiting Trust venues and/or attending Trust shows and events.
Reporting requirements: This position assists with compiling metrics for the FOH staff and volunteer program.
Travel requirements: Limited travel (less than 5%) is required for this position.
Physical demands: In order to effectively train and supervise volunteers and part-time staff at all locations, walking and/or standing for extended periods of time as well as frequently climbing stairs is necessary. This position also involves office work with occasional lifting up to 20-30 lbs.
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, ethnicity, national origin, 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.
