Position Title: Front of House & Group Sales Supervisor
Department: Marketing & Patron Experience
Reports To: Karen Reeves, Group Sales Manager & Bailey Bryant, Event Manager
Direct Reports: Front of House Associates including Head Ushers and Volunteers
Type: Full-Time, Exempt
Compensation: $45,000 - $50,000 Annual Salary
Schedule: Typical office hours during non-performance weeks; mostly nights and weekends during programmed weeks/days
Location: On-site in the Music Hall at Fair Park with some remote work during administrative (non-event) hours/days
Desired Start: January 23, 2023
This individual will be an integral member of the Front of House and Group Sales teams
Front of House Summary: The Front of House function at Broadway Dallas encompasses all aspects of ensuring that patrons have an exceptional experience while attending events.
Among other duties this position serves as a key part of the point-of-contact team for audiences attending events at the Music Hall at Fair Park including approximately 15 eight-performance weeks of Broadway programming, plus concerts, comedy, dance, and dozens of other special events throughout the year.
The Front of House Supervisor assists the Event Manager in overseeing the front of house staff and contracted front-of-house service operations for all events in the Music Hall at Fair Park. This individual schedules usher/house/volunteer staff, coordinates with the box office team, serves as co-supervisor for over 100 part-time ushers and volunteers (Ambassadors), and is directly responsible for all scheduling, training, discipline, and other managerial duties required of these crucial front-line employees.
In addition, this position works in close collaboration with the Venue Rental Manager, Safety and Security Manager, as well as box office and production (backstage) management to ensure all events are appropriately staffed to ensure the health, safety, and security of front of house staff and visitors alike.
Group Sales Summary
The Group Sales function at Broadway Dallas allows for leaders of groups, corporations and others to purchase event tickets in bulk quantities, rather than through season subscriptions or individually through Ticketmaster.
The Group Sales Supervisor provides all levels of support for the group sales department including sales, order taking and processing, and customer service.
This position requires regular on-site work in and around the Music Hall at Fair Park based on event schedules. Limited remote work is anticipated in this role.
Familiarity with Fair Park and its surrounding neighborhoods is strongly preferred.
Responsibilities include but are not limited to:
Front of House Administration
- Presence on site at the Musical Hall as event liaison in the hours immediately before, during, and after most public and ticketed Music Hall events. This includes approximately 15 weeks of Broadway programming (with eight performances per week) and approximately three dozen special events/concerts on nights/weekends.
- Employee and volunteer recruiting, screening and interviews
- Employee on-boarding
- Uniform coordination
- Plan and execute on-going training related to customer service, knowledge of the venue and its procedures, safety and basic first aid, crowd control/line management
- Schedule and manage general front of house associates, house managers, and volunteer staff members, ensuring prompt arrival and high-quality customer service through adherence to the Employee Handbook and other policies.
- Ensure extraordinary customer service for every Music Hall patron.
- Real time communication with Front of House team on day of show
- Trouble-shooting customer complaints, including escalations to security staff and uniformed police on-site for all events.
- Report and follow-up on customer service and other customer incidents
- Certain duties related to timesheet/payroll processing
- ADA assistance for patrons with special needs
- Develop, track and report on service metrics for all event staff including internal staff and Music Hall vendors.
- Remind patrons of security and house policies/procedures and contacting additional security or leadership personnel to enforce procedures when required
- Enforce auditorium/decorum rules and policies
- Assist guests with special needs including wheelchair or mobility assistance
- Perform pre-show set-up and post-show closing duties
- Observe all workplace safety laws/guidelines and immediately notifying management of any safety concerns or injuries for patrons or employees alike
- Attend and facilitate routine customer service and inclusivity training as assigned
Group Sales Administration Responsibilities Include:
- Sales and service for existing and new group sales customers
- Respond to inbound group sales emails and phone calls
- Handle ticket orders from the first point of contact through ticket fulfillment
- Create invoices
- Create receipts
- Take payment information and process orders
- Communicate with customers throughout the sales process
- Communicate with other departments as necessary
- Associate Producers (young professionals) and Guild (Broadway fan club) management
- Assist in event planning and execution - pre-show mixers and matinee brunch for select performances throughout the season
- Coordinate chatback opportunities for Guild members with cast members
- Coordinate with restaurant management – dates, menu, etc.
- Speakers Bureau
- Schedule Broadway Dallas speakers for various social and civic events – selecting speakers, coordinating time and location, and communicating with appropriate people.
- Visit Dallas
- Coordinate with Visit Dallas to monitor the conventions coming to Dallas and provide promotional discount codes for each one to generate sales
- Create and manage databases for typical group sales target audience: Schools – Teachers (history, music, English, etc.); Active Seniors; Tour and Travel Companies; Boy and Girl Scouts; Businesses; Arts Groups; Religious Organizations; Choir, Band, Orchestra, Dance Directors; Dance Studios
- High school diploma or equivalent
- At least three years of logistics/facility/production experience in the performing arts
- Experience managing employees including scheduling, disciplining and performance evaluations
- At least one year of experience coordinating employees/volunteers, including recruiting and keeping them engaged
- At least three years of customer service experience
- Availability to work extended night/weekend hours
- Possess a mobile phone and respond to calls and text/email messages during days,
nights, and weekends.
- Traverse the Music Hall and surrounding Fair Park areas multiple times in one shift/day
- Fluency in Microsoft Office Suite, and shared work environments/apps (Slack, Dropbox, and/or cloud-based project management software)
- Demonstrated attention to detail
- Hold a valid driver’s license and have regular access to a motor vehicle or have other reliable means of transportation to and from the Music Hall
- Demonstrated punctuality and reliability in scheduling and directed tasks
- A professional and courteous manner and communication in dealing with internal and external customers
- Demonstrated ability to follow oral and written instructions
- Familiarity with and consistent access to basic computer hardware and software including ability to use a laptop and smartphone/tablet, checking email/workplace messaging/scheduling software, etc.
- AA or BA in communication, hospitality or other related field
- Fluency in Spanish and/or ASL
- Usher/Front of House Experience
- Experience in Volgistics, Archtics (Ticketmaster), NetSuite, Raiser’s Edge NXT, ConnecTeam, or other similar software related to venue management and ticketing is preferred
- First aid, CPR, blood-born pathogen and other health/safety training/certification
- Emergency procedures/crowd control training/certification
- Sensory Inclusive Certification
- Flexible PTO Policy with 13 Paid Holidays + 20 PTO Days Annually
- New Child, Jury, Bereavement, and Voting Paid Leave
- Unpaid Personal, Military, and Family/Medical Leave
- Employee Assistance Program
- Drug/Alcohol Free and Safe Workplace, and Anti-Harassment Policies
- Retirement (401k) Program Available After First Employment Year
- Health, Dental, Vision Plans with Generous Contributions by Employer
- Professional Development and Networking Opportunities
The non-profit Broadway Dallas, f/k/a Dallas Summer Musicals Inc. has presented the best of Broadway touring productions to North Texas audiences since 1941. Located in the historic Music Hall at Fair Park, Broadway Dallas promotes excellence in live musical theatre with year-round performances for diverse audiences of all ages, impacting the lives of children and families through education and community outreach programs, while enriching the cultural landscape of North Texas and the Southwest Region. As a 501(c)(3) non-profit organization, Broadway Dallas relies on a variety of funding sources to offer affordable ticket prices, preserve the beautiful historic theatre, educate young audiences, and develop impactful community programs.
Broadway Dallas does not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and termination of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, sub-contractors, vendors, and clients.