Front of House Representative II

Applications will be accepted on a continuous basis until a sufficient number of qualified applications have been received. The application must be filled out completely; stating "see resume" anywhere in the application, is not an acceptable substitute for a completed application.

Job Title: Front of House Representative II
Department: Wheeler Opera House
Classification: intermittent, non-exempt

Pay Range: $23.28/hour - $27.93/hour

Position Summary: Supports Front-of-House operations through event-night house management, volunteer supervision, and on-site logistics, as well as through as-needed administrative assistance in departmental planning, project research and development, and basic administrative coordination.

Supervision Exercised and Received: Position assists with management and supervision of volunteer ushers. Position receives direct supervision of the Front of House Supervisor.

Essential Job Functions:

Operations
*Assists with event-night management of Front of House operations including: event supervision of bar lobby, ticket lobby, theatre, and rental event hospitality areas; volunteer supervision; basic venue maintenance in public spaces; and merchandise selling as needed.
*Volunteer supervision: serves as first point of contact for volunteers for event related issues.
*Coordinates event details across all relevant Wheeler departments, including Box Office, Production, Building, etc.

On-Site Logistics
*Facilitates event-based site needs, including set-up, strike, and clean-up of bar lobby, ticket lobby, theatre, and rental event hospitality areas. This includes lifting and moving of lobby furniture and basic venue maintenance (light vacuuming, garbage/recycling removal, surfaces cleaning, etc.).
*Be fully versed in ticket scanning equipment functionality and troubleshooting.
*Ability to execute radio communications in a competent and efficient manner.
Maintains public safety and assists with artist security issues. May serve as event security in theater and other audience entry areas. Able to lead the FOH team in the professional and safe execution of emergency evacuation procedures and medical emergency response.
*Must be able to lead FOH team in the absence of FOH Supervisor/Coordinator. Includes leading the pre-show team meeting, coordinating with artist/client FOH needs, merchandise sales and reconciliation, direct communication with Production team regarding holds, AV needs, and leading a medical or emergency evacuation response.

Administration
*As needed, assists with departmental administrative tasks including: laundry, office tidying, catering, etc.

Customer Service
* Leads the FOH team in providing a world class customer service experience for our patrons, clients, and artists. Facilitates patron seating, resolves conflict, and ensures the timely start of programs. Uses sensitivity and respect in assisting patrons and/or volunteers with varying needs or disabilities. Responds to client and patron issues, utilizing de-escalation techniques when necessary.

City Organizational Values
* Supports and models the City of Aspen organizational values: Service, Partnership, Stewardship, and Innovation. Organizational values are shared principles that guide behavior across the organization. This position is responsible for upholding and applying these values while performing daily work functions.

Other duties as assigned

Core Competencies: Displays the following key competencies in the overall job performance to include the following knowledge, skills and abilities:
* Service: Provides service with excellence, humility, integrity, and respect in daily work, builds trust by listening, treats people with respect, acknowledges opportunities for improvement, and follows through with commitments. Demonstrates a desire and ability to provide exemplary customer service to patrons, volunteers, and staff.

* Partnership: Actively creates strong, supportive internal and external relationships to attain a common goal and achieve greater impact together. Works effectively with a diverse volunteer and patron base.

* Stewardship: Balances social, environmental, and financial responsibilities, evaluating the impact of decision making on a thriving future for all.

* Innovation: Develops technical expertise to pursue new ideas and creative outcomes, grounded in Aspen's unique culture, opportunities and challenges. Maintains a big-picture view of the performance calendar while managing detailed event logistics, especially during peak season.

* Communication: Knowledge of effective and appropriate communication. Ability to use knowledge effectively in various contexts which may require oral, written, visual, and non-verbal communication. Maintains well-developed interpersonal skills including listening, empathy, tact, and cooperation. Communicates effectively with a diverse audience, including patrons, volunteers, and staff.

* Interpersonal: Works to develop strength in interpersonal skills. Has the ability to work well with diverse groups of people, both inside and outside the organization. Capable of managing and providing constructive feedback to a diverse volunteer base.

* Technology: Demonstrates technology skills sufficient for nature and level of position. Demonstrates a willingness to learn new technologies and transition job duties accordingly to support technological advances and innovation. Proficient in basic computer programs and adaptable to new systems.

* Policies & Regulations: Understands performance venue practices, especially as they relate to Front of House and Volunteer Management. Applies training and knowledge in CPR/AED, Active Harmer response, de-escalation techniques, and ADA guidelines.

* Event & Operations Management: Demonstrates strong organizational skills and attention to detail while effectively managing timelines and event logistics. Maintains a tight run-of-show during live events, ensures accuracy in financial transactions, and upholds high standards of integrity and orderliness in all aspects of operations.

Minimum Requirements:
Education: High School Diploma or GED equivalent.

Experience: Two or more years experience in House Management, customer service, security, hospitality, or related work with a performing arts organization.

Technical Knowledge: Must be technologically proficient with communications platforms and comfortable with various equipment.

Licenses & Certifications: Must possess a valid Colorado Driver's License or be able to obtain one within 30 days of start date.

NOTE: This position requires a Criminal Background Check upon hire. Employment is contingent upon successful completion of a Criminal Background Check.
NOTE: Any combination of experience and education that would likely provide the required abilities, knowledge and skills as determined by the City of Aspen may be substituted for the requirements above.

Position Type and Work Hours:
* Intermittent part-time, up to 20-hour work week, Monday through Sunday, hours and days will vary depending on production schedule.
* Evenings/Weekends: Based on event schedule
* Weekdays: Based on event schedule

Work Environment:
* Indoors: Wheeler Opera House; performance venue environment.
* Outdoors/Off-Site: Occasional offsite and outdoor work environment for special events. Occasional transportation needs between sites. Meetings, and trainings at a variety of city facilities and areas.

Essential Physical Requirements:
Balancing: Maintaining equilibrium.
Bending: Bending or position oneself to move an object from one level to another.
Climbing: Ascending or descending stationary objects.
Carrying: Transporting or moving up to 20 lb. equipment, etc., unassisted.
Eye/Hand/Foot Coordination: Performing work through using two or more body parts or other devices.
Gripping/Grasping: Ability to apply pressure with fingers and palm.
Handling: Seizing, holding, grasping, through use of hands, fingers, or other means.
Hearing: Perceiving and comprehending the nature and direction of sounds.
Lifting: Occasionally up to 75 lbs. assisted, such as moving tables and chairs. Up to 35 lbs. unassisted, such as picking trash in theatre, taking trash/recycling to dumpster after event, moving boxes/packages, and performing equipment.
Reaching: Extending the hands and arms or other device in any direction.
Repetitive motions: Making frequent or continuous movements.
Sitting: Remaining in a stationary position.
Standing: Ability to sustain position for a period of time.
Stooping: Bending body downward and forward by bending spine at the waist.
Talking: Communicating ideas or exchanging information.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

The City of Aspen is an Equal Opportunity Employer.