FOH Entertainment Manager - Virgin Hotels

YOUR MISSION (The Job Description):

The incumbent in this position is responsible for assisting the Entertainment Director by managing all Front of House aspects of the Entertainment Department, by planning, and overseeing all concerts and live events to ensure that all entertainment is executed without disruptions. This position is responsible for managing personnel to include Lead Ushers and Ushers for the Theater, the Event Lawn, 24 Oxford, and any pop up events in or around the resort grounds to ensure efficient use of labor and budget. The Front of House Manager will also oversee all day-to-day operations for ticketing, reporting, and artist hospitality as well as lead as the Manager on Duty for all event days.

THE NITTY-GRITTY (The Essential Job Duties):

(The following statements are intended as general illustrations of the work in this job class and are not all-inclusive for specific positions.)

* Be knowledgeable of all venue layouts to include first aid areas, fire extinguishers, AED locations, security offices, main floor, VIP level, balcony level, elevators, escalators, load-in areas, merchandise area, restrooms, bars, smoking areas, usher break room, box office, and all entrances and exits

* Hire, train, evaluate, empower, and schedule Lead Ushers and Ushers as necessary to ensure proper staffing

* Ensure team members receive adequate guidance and resources necessary to accomplish their job responsibilities according to established objectives

* Hire, train, evaluate, empower, and schedule Box Office/Will Call Attendants as necessary to ensure proper staffing. Ensure team members receive adequate guidance and resources necessary to accomplish their job responsibilities according to established objectives

* Create and maintain department policies and procedures in relation to Lead Ushers, Ushers, and Box Office/Will Call Attendants

* Oversee submission of events to ticketing platform for creation. Manage ticketing builds, create hold charts, inventory control, ticket blocks, and ticket account maintenance

* Verify event information, seating configuration, and ticket text accuracy prior to announcement and on sale

* Oversee post show report distribution and accuracy

* Assist with counter/table sales as necessary

* Maintain and manage all ticketing software and hardware to include ticket scanners, kiosks, laptops, BOCA printers, ticket stock, etc.

* Settle all events, including preparing deposits and final payments, collecting, and submitting required documentation for vendor set up

* Liaison between venue, tour personnel, and the Front Desk to ensure artist rooming needs are met and the contract is being adhered to. Develop and foster relationships with tour management, artist, artist management, venues, property department representatives, and other important personnel to ensure streamlined communication and successful execution of each show

* Update and distribute internal show announcements, concert listing documents, ticket scaling reports, and market analysis reports. Process and submit end of month reports

* Oversee all guest service recovery and guest service issues/concerns. Manage guest correspondence through shared inboxes

* Assist in the monitoring and ordering of supplies necessary for daily operations

* Review, approve, and submit payroll for usher staff

* Liaise with Security, Food & Beverage, EVS, Banquets & Sales, and the Front Desk regarding all Front of House related issues and services

* Lead as Manager on Duty for all public events

* Develop team member appreciation initiatives and recognition programs

* Champion and implement Accessibility, Diversity, and Inclusion initiatives, programs, and policies

* Attend weekly meetings to address post and upcoming show operations, emergency preparedness and safety relations, cleaning and repairs, and tour/artist requests

* Reports to Director of Entertainment. Provides support to ensure proper facilitation and quality assurance of all work

* Other duties as assigned

WHAT IT TAKES (The Qualities We Look For)

* Ability to effectively communicate with all levels of team members, tour personnel and vendors

* Ability to observe and direct subordinates

* Ability to review and comprehend all necessary documentation

* Must be able to move around work area effectively and efficiently

* Must be able to use the equipment associated with the position, including but not limited to LMS Software, Etix, and a PC with Internet access/connection

MUST HAVE'S

* Must possess excellent interpersonal communication skills with the ability to effectively listen and verbally communicate in English with team members, guests, promoter representatives, other department personnel, etc.

* Experience in a ticketing platform (Ticketmaster, AXS, TM1, Etix, Eventbrite, etc.)

* Ability to type 50+ words per minute

* Working knowledge of live music, live entertainment, and concert operations

* Ability to communicate and understand entertainment terminology used by entertainment contract riders

* Ability to solve problems logistically and quickly with a calm and confident demeanor

* 3 or more years of supervisory/management experience is required

* Experience in ADA requirements preferred

* Ability to work closely with entertainers, celebrities, artists, etc. Confidentiality and professionalism are a requirement and fraternization is prohibited

* Proficient in Microsoft Office Suite (Word, Excel, Outlook, Adobe); and ability to learn required business systems

* Previous management experience with an emphasis on resolution management

* Works well under pressure in a fast-paced, changing, noisy environment

* Must maintain physical stamina and proper mental attitude to work under pressure and deal effectively with guests, both sober and intoxicated, fellow workers, and management

* Must be extremely flexible to work long hours, nights, weekends, and holidays

* Must be able to work under the guidance, leadership, and direction of management

WOULD BE NICE TO HAVE'S

These skills and abilities are typically acquired through the completion of a degree in Theater Arts, BA/BS Degree (4-year) in a related field. A minimum of 2-5 years hands-on experience in Box Office, Front of House, Guest Experience, Venue Management, or related work experience. Experience working in live entertainment and live music industry required.

Experience managing per union collective bargaining agreements is preferred.

THE WORKING CONDITIONS

* Work in an environment that is subject to varying sound and lighting levels, the severity of which depends upon work volume

* Effectively and efficiently move from floor to floor as needed

* Lift up to 50 pounds

* Move up to 100 pounds to be able to perform inspector and utility duties as needed and perform necessary inventory checks

* Must be able to withstand prolonged standing, stretching, bending, and kneeling without restriction, work indoors and be exposed to various environmental factors such as, but not limited to, CRT fatigue, noise, dust, cigarette smoke, and pet dander/hair

* Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines

* Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods

VALUABLE TRAITS

* 50% logical / 50% creative / 100% AWESOME

* Enjoy working with a team and alone as the situation dictates

* Adaptive, Flexible!

* Embody "great attitude"

* Unwavering integrity and endless work ethic

* Appreciate constructive feedback, as well as graciously providing the same

* Tenacious and self-motivated

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This is not an exhaustive list of duties, responsibilities, and conditions.

*Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer*

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled