Job Details

Job Location: New Orleans, LA 70113

Position Type: Seasonal

Job Title: Assistant Front of House Manager - THE POLAR EXPRESS™ Train Ride

Division/Department: Rail Events Production/Management

Reports to: Front of House & Business Manager

Type of position: Hourly/Non-Exempt

Employee Classification: Seasonal

Location: New Orleans

Compensation: $21.50/hourly

Job Summary

The Assistant Front of House & Business Manager for Rail Events Productions Inc. (REP) acts as a primary REP representative and onsite Front of House and Business Manager when the Front of House Manager is unavailable, and responsible for all aspects of business in coordination with the REP Business Manager and the American Heritage Railways Accounting and Human Resource departments. Responsibilities include customer service, ticketing, food and beverage, retail, parking, communications between production and train operations, and oversight of third-party contractors. Belonging to the Front of House team is an excellent opportunity to learn the business side of production and be the first interaction our guests experience. The high-energy logistics of moving guests through parking, the box office, waiting areas and onto their departure on time with all the amenities needed for the production is extremely rewarding, knowing guests are on their way to making lasting memories with loved ones. The Front of House team is also an integral part of providing customer service to our guests and support to cast and crew on the ground.

Essential Duties and Responsibilities

• Work with the REP management team during preproduction, assist with day-to-day operations during the event, and participate in postproduction load-out
• Support where needed, when working with the Front of House Manager
• Maintain oversight of the Front of House team; support of box office, food and beverage, retail and parking (if applicable to location) staff during the event as well as throughout load-in and load-out
• Become familiar with the ETix ticketing system and work closely with the Etix Client Services and Customer Support teams for customer and ticketing system needs (Etix ticketing system training will be provided)
• Primary customer service manager when the need arises, including onboard seating issues
• Conduct daily safety briefings and handle all incident reporting for passengers and employees
• Inspect and prepare Front of House areas at the top of the day and secure Front of House areas at the end of the day, with the support of staff
• Coordinate with the Stage Manager for a safe release of the train for each departure, and be present on the platform upon return
• Work with the Front of House Supervisor to maintain a weekly amenities inventory
• At select locations, the FOH & Business Manager is responsible for overseeing the distribution of first-class bags and mugs for each departure
• Work with Front of House Supervisors to ensure the quality of items/ services, procedures are followed and schedules are maintained
• Become familiar with railroad safety rules and help oversee the event staff’s adherence to safety
• Assist onboard production with any amenities or hospitality items that are necessary during or between runs
• Assist with the oversight and distribution of staff meals
• Works with the entire event team to maintain a positive, enjoyable, and rewarding environment for all staff and passengers
• Prepare Top of Day and End of Day Reports and distribute them to appropriate parties
• Daily communications with all internal departments to ensure a smooth run of events as well as external contractors and passengers
• Other duties as assigned

Education, Skill & Work Experience Requirements

• Experience and ability problem solving and leading a team in a live show setting preferred
• Experience with special events and managing events preferred
• Strong leadership skills
• Possess a well-spoken manner for in-person communications
• Self-motivation and attention to detail
• Physically capable of lifting heavy objects
• Must be 18 or over

Work Environment

Majority of time spent in a ticketing office setting. Able to work in cold, snowy, or otherwise inclement winter weather. Varied schedule requiring evenings, weekends, overtime, and holidays. Able to stand for prolonged periods of time. Able to stand and walk on uneven or unsteady surfaces aboard a moving train. Time spent in and around active railroad yard(s).

What’s in it for you?

• Serve others and create a world of make believe and magic
• Great industry pay and a chance to build upon your theater network and make lifelong connections
• Enrich and positively impact the experience for all – big and small
• Be part of an inclusive team in a supportive environment with high expectations for self and your fellow teammates
• Catered meals for 5-show days
• Comp tickets for your friends and family
• Potential for end of season bonus

Working on THE POLAR EXPRESS™ Train Ride is unlike anything you will ever do. This immersive experience is entirely unique to Rail Events Productions. The challenge of producing a full-length production on a moving train is one of the most rewarding experiences as an artist or technician. With a total cast, crew and front-of-house employees of 60-75 people onsite every day and the possibility of over 2,000 guests, our days can be chaotic. With such a fast-paced environment, the team at Rail Events Productions takes care to properly support and teach everyone the best ways to accomplish their jobs. We strive to build a space where employees are safe and encouraged to grow throughout their time with the company. Rail Events Productions, an American Heritage Railways subsidiary, is an Equal Opportunity Employer.