House Manager

Reports To Audience Services Manager

DIRECT REPORTS N/A

Status Regular Part-Time Non-Exempt

Location On site in Downtown Houston, TX

Schedule Event-based schedule with frequent nights, weekends, and holidays

OVERVIEW

The Hobby Center’s House Manager serves as a lead front-of-house representative for performances, events, and special functions at the Hobby Center for the Performing Arts. This position is responsible for the event management of audience services operations, including guest experience, volunteer supervision, accessibility services, safety, and event readiness. The House Manager provides leadership to Floor Captains and volunteer ushers while coordinating closely with the Manager on Duty to ensure seamless event execution and exceptional guest experience. This role supports the Hobby Center's commitment to creating a welcoming, safe, and accessible environment for all guests.

The House Manager must demonstrate strong leadership, sound judgment, and effective communication skills while managing multiple priorities in a dynamic event environment. This position frequently serves as the primary point of contact for audience-related concerns and is expected to respond quickly and professionally to operational issues before, during, and after performances.

MAJOR FUNCTIONS

Front-of-House Leadership & Event Operations

• Serve as the lead front-of-house manager for assigned performances, events, and facility rentals throughout the Hobby Center.
• Oversee audience operations for performances and events in Sarofim Hall, Zilkha Hall, Founder Club and other event spaces throughout the facility.
• Conduct pre-event briefings and ensure Floor Captains, volunteer ushers, and other front-of-house personnel understand event-specific procedures, accessibility needs, and operational priorities.
• Monitor audience flow, seating operations, lobby activity, and crowd movement to maintain efficient and safe operations throughout events.

Guest Services & Guest Experience

• Foster a culture of hospitality and exceptional guest service by leading front-of-house staff and volunteers by example.
• Respond to guest concerns, complaints, and service recovery situations in a professional and solution-oriented manner.
• Build positive relationships with guests, clients, and event partners while supporting the Hobby Center's reputation for outstanding customer service.

Accessibility & Guest Safety

• Ensure compliance with ADA requirements and accessibility standards, including wheelchair seating accommodations, companion seating, mobility assistance, assistive listening, and other guest access needs.
• Support and promote a safe environment for staff, volunteers, and guests throughout all events.

Staff & Volunteer Leadership

• Supervise, support, and coach Floor Captains and volunteer ushers during all phases of event operations.
• Assist with the training, development, and ongoing support of front-of-house staff and volunteers.
• Provide operational feedback and promote consistency in front-of-house standards, procedures, and guest service expectations.

Administration & Reporting

• Complete and maintain all event-related documentation, including daily reports, Floor Captain time & attendance, incident reports, accessibility reports, lost-and-found logs, and other operational records.
• Communicate event updates, attendance information, operational challenges, and noteworthy incidents to Audience Services leadership.
• Assist with maintaining accurate operational records and supporting continuous improvement initiatives within the Audience Services department.

Responsibilities may be modified as needed to meet the organizational goals and employee strengths.

TRAITS AND CHARACTERISTICS

YOU ARE

• Seeking to utilize your strong history of customer service-oriented event operational leadership at a premier performing arts organization.
• Looking for a fast-paced environment with multiple operational priorities.
• A strong communicator who can quickly translate needs into action.

We Are

• An established, stable, mission-driven nonprofit engaged in an exciting period of growth and transformation.
• Committed to creating a welcoming, inclusive workplace that embraces diversity of people and ideas and fosters a sense of belonging.
• A high-performance collaborative culture that is supportive of your professional growth and ability to work in a sustainable, empowered way.

SKILLS AND QUALIFICATIONS

• MINIMUM TWO YEARS OF EXPERIENCE IN CUSTOMER SERVICE, HOSPITALITY, AUDIENCE SERVICES, VENUE OPERATIONS, EVENT MANAGEMENT, OR A RELATED FIELD PREFERRED.
• DEMONSTRATED LEADERSHIP EXPERIENCE SUPERVISING STAFF, VOLUNTEERS, OR TEAMS IN A CUSTOMER-FACING ENVIRONMENT.
• EXCELLENT INTERPERSONAL, CONFLICT-RESOLUTION, AND COMMUNICATION SKILLS.
• STRONG ORGANIZATIONAL SKILLS WITH THE ABILITY TO MANAGE MULTIPLE PRIORITIES SIMULTANEOUSLY.
• ABILITY TO EXERCISE SOUND JUDGMENT AND MAKE EFFECTIVE DECISIONS IN TIME-SENSITIVE SITUATIONS.
• CUSTOMER SERVICE-FOCUSED APPROACH AND COMMITMENT TO CREATING AN EXCEPTIONAL GUEST EXPERIENCE.
• AVAILABILITY TO WORK EVENINGS, WEEKENDS, HOLIDAYS, AND SPECIAL EVENTS.
• ABILITY TO STAND AND WALK FOR EXTENDED PERIODS DURING EVENTS AND RESPOND TO EMERGENCY SITUATIONS WHEN NECESSARY.
• CURRENT CPR/AED AND TRAINED CROWD MANAGER CERTIFICATIONS PREFERRED OR ABILITY TO OBTAIN AND MAINTAIN CERTIFICATION UPON HIRE.

TEAM MEMBERS AT THE HOBBY CENTER FOR THE PERFORMING ARTS MUST THRIVE ON CHALLENGE AND BE COMFORTABLE WORKING IN A DYNAMIC, FAST-PACED ENVIRONMENT. WORKING WITH A NIMBLE AND EFFICIENT TEAM REQUIRES THAT MEMBERS BRING AN ENTREPRENEURIAL SPIRIT TO THEIR WORK, PROVIDING LEADERSHIP ACROSS A BROAD SCOPE OF WORK.

COMPENSATION

The Hobby Center offers a 403b savings plan with matching employer contributions and parking. The anticipated hiring rate for this position is $17.25-$19.75 hourly based on demonstrated prior experience.

ABOUT THE HOBBY CENTER FOR THE PERFORMING ARTS

The Hobby Center for the Performing Arts deepens understanding of our shared humanity. By presenting engaging performances and educational programs, we strengthen our sense of belonging to shape a more cohesive and connected Houston community. Opened in 2002, the Hobby Center campus houses two theaters including the 2,650-seat Sarofim Hall and the 500-seat Zilkha Hall. Delivering a best-in-class patron experience, the Hobby Center welcomes over 400,000 audience members annually to engage with high-quality arts programming including the Memorial Hermann Broadway at the Hobby Center series. The Hobby Center is also home to a full season of musical theatre produced by Principal Resident Company Theatre Under the Stars, as well as a variety of diverse performances from both Houston-based and touring artists and companies. Education and accessibility initiatives are central to the Hobby Center’s impact in Houston through programs like the ExxonMobil Discovery Series that welcomes thousands of students to performances every season. Since 2012, the Hobby Center has been a national leader in accessibility, presenting Sensory Inclusive performances and providing exemplary customer service via its Access Team at all public events. Over the past year and a half, the Hobby Center developed and is implementing a strategic plan that drastically shifts its role in the Houston arts community. The Programming and Education Department was a result of this plan's first steps. This is an exciting time to be involved in the Hobby Center as it implements its new identity with a focus towards expanding the communities it serves and engages.

The Hobby Center for the Performing Arts is an equal opportunity employer where equity, diversity, inclusion, and accessibility are deeply valued.