Merchandising Operations Manager Jobs in Connecticut

The Company

The historic Shubert Theatre is a not-for profit arts, education, and community institution serving the people of Connecticut, and particularly the City of New Haven. As a public resource, the Shubert presents a wide array of programs to a diverse community. The theater itself is the crown jewel of downtown New Haven. Opened in 1914 before "talkies," television, or rock concerts, Shubert Theatre was built for the live theater experience: intimate, personal and immediate. While it now has a large lobby and comfortable new seats, it is a real Broadway house, where the magic of theater, music and dance come alive. The Shubert, New Haven is owned and operated by CAPA, a Connecticut Not-For-Profit Organization.

The Opportunity

• Do you love creating joyful, welcoming experiences and being part of what makes a night at the theatre special for every patron?
• Do you enjoy leading and supporting volunteers, helping them feel confident, encouraged, and part of a team?
• Do you thrive in a fast-paced environment where you can think on your feet, step in where needed, and help everything run smoothly?

Primary Function

The Floor Manager assists in on-site event management at the Shubert Theatre in New Haven, CT for all patron/public areas with attention to excellence in customer service (internal and external), community building, and patron safety/security.

Duties and Responsibilities

• Supervises Usher Captains and volunteer staff during events (motivates, promotes safe and healthy environment, and communicates upwardly for discipline and recognition).
• Arrives to shifts on time in the designated uniform. The designated self-provided uniform consists of black dress pants or a skirt, with a white shirt, and black shoes. A black blazer and a tie or scarf will be provided by the Shubert upon the employees first shift.
• Communicates with Front of House Operations Manager, and as needed, the Director of Operations regarding interaction with volunteers (i.e., ongoing training, changes to policies and procedure, kudos).
• Serves as customer service liaison, using Front-of-House Operations Manager and Box Office resources appropriately.
• Supports special event needs by providing on-site reception/meeting/visiting merchandise services.
• Reviews and communicates events and house specific information (run times, holds, programs, inserts, attendance, trouble seats, relocations, etc.) to event staff and volunteers during floor meetings.
• Provides support to the Front-of-House Operations Manager regarding facility opening preparations, such as doors locked/opened, stanchions placed/removed, and staff placement.
• Communicates and implements house opening and evacuation situations to all event staff in assigned area as directed by the Front of House Operations Manager.
• Protects the overall safety and security of the facility and all patrons by reporting and addressing suspicious or dangerous activities, using available security staff as necessary.
• Handles accident situations, using first aid training and securing as much information as possible to complete a Shubert Incident Report. Notifies the House Operations Manager for assistance.
• Reports building problems (HVAC, lighting, cleanliness, fixtures, room conditions, etc.), communicating either via internal radio for immediate needs or via identification on shift report for the Front of House Operations Manager.
• Clears and closes assigned location, communicating appropriately with the Front-of-House Operations Manager.
• Files appropriate event documentation. Provides ongoing communication with the Front of House Operations Manager & the Director of Operations.
• Stays informed and educated on policy and procedural changes through regular monitoring of email for Shubert communications and attendance at mandatory event staff meetings.
• Responsible for peer training as applicable.
• Provides a minimum of 50% availability for monthly shift openings.
• This job description is not designed to cover or contain an exhaustive list of duties, responsibilities, and key performance objectives that are expected of the employee. These items may change, or new job-related items may be assigned from time to time.

Knowledge, Skills and Abilities

• Exemplary customer service skills combined with patience in working with various groups of people.
• Excellent communication skills.
• Ability to remain calm and resolve challenges and/or requests in a fast-paced environment.
• Ability to lift up to 25 pounds and stand for up to 4 hours with or without accommodation.
• Ability to work a flexible schedule as required by theatre activity which may include mornings, afternoons, evenings, weekends, and/or holidays.

Credentials and Experience

• High School Diploma/GED Equivalent.
• Prior customer service experience in a service-oriented environment.
• Ability to maintain current certification in CPR/First Aid/AED/BBP.
• Base pay for this role is $18

Special Requirements

• Successful background check.
• Due to the nature of this performing arts venue, a flexible schedule on-site at the Shubert Theatre is required, including most evenings and weekends for performances.