Front of House Manager

Description

Philadelphia Theatre Company (PTC) seeks an experienced, customer-focused Front of House Manager to oversee lobby and audience operations at the Suzanne Roberts Theatre. Reporting to the Patron Services Manager, this role ensures every patron's visit is safe, welcoming, accessible, and reflective of PTC's commitment to exceptional hospitality.

The Front of House Manager is a visible leader who remains calm under pressure, makes sound decisions in real time, and ensures the smooth operation of performances and events. This position plays a key role in managing high-attendance performances, sold-out houses, and special events while delivering an outstanding patron experience.

Key Responsibilities

Leadership & Oversight

• Maintain an active and visible presence throughout the lobby, auditorium, and public spaces during all performances and events.
• Model and encourage proactive guest engagement, ensuring a welcoming, professional, and confident Front of House presence.
• Exercise sound judgment and make independent, real-time decisions to resolve operational and guest service issues.
• Foster clear and effective communication between Front of House, Box Office, Stage Management, Security, and other departments to ensure seamless event operations.
• Oversee Front of House operations in a high-attendance, high-volume venue, ensuring all public areas operate safely, efficiently, and in accordance with PTC standards.
• Anticipate operational needs during sold-out performances and large-scale events, proactively identifying and resolving issues to ensure a seamless patron experience.

Guest Experience

• Welcome and assist patrons with warmth, professionalism, and exceptional customer service, anticipating guest needs and resolving concerns promptly.
• Ensure the safety, comfort, and accessibility of all patrons by consistently implementing Front of House policies, accessibility accommodations, and emergency procedures.
• Maintain the highest standards for PTC's public-facing spaces by ensuring marketing materials, digital displays, signage, and lobby areas are accurate, organized, and visually appealing.
• Manage patron flow before, during, and after performances, creating a smooth, efficient, and welcoming experience during high-attendance events.

Operations & Administration

• Oversee all Front of House operations, including usher briefings, program preparation, ticket scanning, seating, accessibility accommodations, and late seating procedures.
• Recruit, train, supervise, and coach volunteer ushers, fostering accountability, professionalism, teamwork, and exceptional guest service.
• Manage the distribution, collection, and recordkeeping of assisted listening devices and other accessibility equipment.
• Complete detailed nightly Front of House reports documenting attendance, patron feedback, operational issues, incidents, and recommendations for continuous improvement.
• Open and secure the theatre in accordance with all Philadelphia Theatre Company safety and security procedures.

Facility Readiness

• Ensure the lobby, auditorium, restrooms, and all public spaces are clean, organized, fully stocked, and performance-ready before each event.
• Conduct pre-show facility inspections and promptly communicate maintenance, cleanliness, safety, or accessibility concerns to the appropriate staff.
• Monitor public spaces throughout performances to ensure they remain safe, welcoming, clean, and presentation-ready.

Qualifications

• Excellent communication and interpersonal skills.
• 1-2 years of experience in customer service, Front of House operations, hospitality, live events, or theatre management preferred.
• Demonstrated ability to lead volunteers or supervise a team.
• Ability to remain calm, organized, and solution-oriented in a fast-paced environment.
• Ability to stand and walk for extended periods, climb stairs, and occasionally lift up to 25 pounds.
• Strong decision-making and conflict-resolution skills.
• CPR and/or First Aid certification is a plus.

Compensation

This is a part-time, hourly position with a starting rate of $20.00 per hour, paid bi-weekly.

Work Schedule and Location

All events take place at the Suzanne Roberts Theatre (480 S. Broad Street, Philadelphia, PA 19146).

Applicants must be available to work the following dates to be considered:

Friday 10/09/2026

Saturday 10/10/2026

Sunday 10/11/2026

Tuesday 10/13/2026

Wednesday 10/14/2026

Thursday 10/15/2026

Friday 10/16/2026

Saturday 10/17/2026

Sunday 10/18/2026

Tuesday 10/20/2026

Wednesday 10/21/2026

Thursday 10/22/2026

Friday 10/23/2026

Saturday 10/24/2026

Sunday 10/25/2026

Start Date

September 10, 2026

About Philadelphia Theatre Company

PTC is a vital civic institution dedicated to the creation of extraordinary theatrical experiences that reflect the essential issues and ideas of our time, and which foster connection, understanding, and transformation. We engage and strengthen our community through exceptional productions of new and contemporary plays and musicals, inspiring education programs, and mutually beneficial civic partnerships. We develop exciting new work that resonates both locally and nationally, and uphold a deep commitment to be a fully inclusive, welcoming home for the artists, audiences, and people of Philadelphia.

PTC Public Commitment to Diversity, Equity, & Belonging

PTC is dedicated to fostering a welcoming and inclusive environment regardless of age, race, ability, ethnicity, gender, sexual orientation, religion, citizenship, or socioeconomic background. We embrace diversity, ensure fairness, and promote a sense of belonging for artists, audiences, and employees, while striving to remove barriers that may prevent the people of Philadelphia from attending, engaging with, or participating in our programs.

Philadelphia Theatre Company is an equal opportunity and affirmative action employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, PTC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We strongly encourage applications from people of color and members of underrepresented groups. We are especially interested in applicants who embrace our stated core values: to be ambitious, joyful, and flexible,