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Front of House Operations Manager

Company: St. Louis Symphony Orchestra
Location: Saint Louis
Posted on: November 25, 2022

Job Description:

REPORTS TO: Director of Hospitality and Audience ExperiencePOSITION SUMMARY:The Front of House Operations Manager serves as an essential member of the customer service team, ensuring positive and welcoming experiences for all guests of the St. Louis Symphony Orchestra. This highly visible position oversees all front-of-house activity during SLSO concerts and events, internal and external catering needs, merchandise sales, and bar products and services. This position directly supervises SLSO house managers, ushers, and bartenders. The ideal candidate is a self-starter with excellent customer service skills who can adapt well in a rapidly changing environment and has experience managing large teams and projects. A combination of traditional weekday business hours and nights/weekends is required.RESPONSIBILITIES:-Coordinate with internal and external customers to plan and implement details of all scheduled concerts and events. Ensure positive outcomes of catering, set ups, staffing, and merchandise sales.-Manage the activities of FOH staff during concerts and events.-Perform pre- and post-concert/event activities to ensure proper set up of FOH spaces.-Complete concert hall and bar rounds throughout shifts.-Anticipate patron needs, intervening in a helpful manner as soon as possible.-Manage all FOH cash handling and deposits following established SLSO accounting procedures while ensuring accuracy and integrity.-Produce and publish the usher and bartender work schedules meeting required deadlines.-Complete inventory on a weekly basis. Order, receive, and restock items, paying attention to expiration dates, cost and week-to-week needs. Maintain audit-ready records.-Track bar sales and submit on weekly basis.-Manage communications with ushers and bartenders in collaboration with the Director of Hospitality and Audience Experience.-Play a key role in hiring ushers, house managers, and bartenders. Participate in annual reviews.-Assist Director of Hospitality and Audience Experience with the preparation and delivery of scheduled FOH orientation and training programs and provide continuous training.-Complete billing and invoicing procedures following established procedures and deadlines.-Complete usher and bartender payroll according to SLSO procedures.Skills & Requirements QUALIFICATION REQUIREMENTS:Minimum of two (2) years of customer service experience working with the public in event or hospitality management. Knowledge of rules, laws, and procedures related to alcohol consumption and sanitation. Experience using and administering point-of-sales and ticketing systems. Intermediate level Microsoft Office usage and reporting ability. An appreciation for orchestral music is preferred, and an appreciation for live music performance is desired. Must be 21 or older.SKILLS & ABILITIES:-Passion for delivering exceptional customer service and proven ability to provide outstanding customer service standards that exceed the customer's expectations.-Strong leadership and staff relations skills with demonstrated ability to train, motivate, inspire, and develop staff while fostering a team environment.-Possess knowledge of state, federal, and local business codes applicable to assembly occupancy facilities and food services. Possess knowledge of the American Disabilities Act Guidelines as applied to assembly occupancy facilities and persons with disabilities.-Experience in issues of equity, access, and inclusion.-Proven organizational skills, dependable and self-motivated.-Ability to manage multiple projects and meet deadlines.-Ability to work in a fast-paced environment, effectively multitasking and driving for results.-Ability to work in bar and kitchen conditions.-Excellent written, math, cash handling, and oral communication skills.-Ability to proficiently use applicable computer applications in the areas of scheduling, point of sale, food and beverage accounting, and Microsoft Office products.-Ability to work a flexible work schedule that includes evenings, weekends, and some holidays required.PHYSICAL DEMANDS:-Standing, walking, sitting, stooping or crouching, kneeling, reaching-Ability to use a radio for communications during events/concerts-Ability to lift up to 30 lbs. and move products on a frequent basis-Ability to ascend and descend stairsLicense(s)/Certification(s) Required: CPR/AED certification (SLSO can facilitate), ServSafe certification (SLSO can facilitate), Hepatitis A Vaccine, COVID-19 VaccineThe SLSO embraces a world in which every life is enriched through the power of music. We are committed to cultivating a culture of inclusion and connectedness where a diverse team of employees can grow and thrive. The collective sum of our employees' individual differences, experiences, knowledge, self-expression, and talent are represented in our culture, innovative spirit and the SLSO's achievements. In recruiting for our team, we welcome candidates' uniqueness in culture, social identities, expression, and viewpoints. The SLSO is an Equal Opportunity Employer. Qualifications

Keywords: St. Louis Symphony Orchestra, St. Louis , Front of House Operations Manager, Executive , Saint Louis, Missouri

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