Door Manager (Front of House) at Pittsburgh… · Pittsburgh

Position Summary: Door Managers assist patrons with venue entry, traffic flow, distribution of program materials, and seating at performances scheduled at various Trust facilities. Door Managers in particular assist patrons with wheelchairs on entry into the building and at times to their specific seat or other locations during walk-in, intermission, and walk-out. Door Managers are scheduled by the Manager of Volunteer Services & Front of House Guest Experience. The Door Manager works cooperatively with House Managers, Floor Managers, and other event personnel to ensure guest safety, comfort, and enjoyment while visiting Trust venues and/or attending Trust shows or events. This part-time position will be rotated with other part-time staff members with no guarantee for the number of events worked. Hours will be determined by the needs of the Trust and will require some daylight, evening, and weekend work for events scheduled at Trust facilities.

Knowledge, Skills & Experience Required: Work Experience: Door Managers must have prior experience in a fast-paced, customer-focused environment. Supervisory Experience: No supervisory experience is necessary. Technical Skills: Experience assisting patrons with accessibility and/or mobility needs is preferred. Knowledge of first aid and CPR/AED is a plus. Intangibles: Must possess excellent communication skills and outstanding customer service instincts. Creativity and sensitivity to engage in effective problem solving in a fluid and fast-paced environment. Able to maintain the highest standards of professionalism, respect, and empathy while dealing with a wide range of stakeholders and guests. Must embody the Trust’s purpose, mission, vision, and values and model them to other staff members.

Essential Functions: Main job responsibilities: The Door Manager is a key figure in the Front of House efforts to anticipate guest needs and respond accordingly to provide outstanding guest experiences. The Door Manager is required to fulfill various functions:

• Arrive at least 2 hours and 15 minutes prior to the announced show time for pre-show preparations unless otherwise specified.
• Attend a meeting of all Front of House staff members to receive information regarding running times, late seating policies, and other show-related information prior to each performance.
• Provide regular communication and feedback to the Volunteer Services and Front of House Guest Experience Department regarding concerns, questions, issues, and suggestions that may arise from other Door Managers or staff members.
• Possess an understanding of emergency procedures at each venue.
• Handle patron issues with ticketing, seating, and house policies with discretion and professionalism and report them to the House Manager or Director of Volunteer Services & Front of House Guest Experience.
• Assist with crowd control, especially with back-to-back performances.
• Maintain a professional image and generate positive public relations.
• Work a minimum number of shifts per month as determined by the performance calendar.
• Demonstrate a commitment to diversity, equity, accessibility, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• Assist patrons with accessible needs.
• Perform other responsibilities as assigned.

Supervisory responsibility: This position does not have any supervisory responsibilities. Budgetary responsibility: This position does not have any budget responsibility. Decision-making responsibility: Subject to the supervision of the House Manager, Door Managers exercise limited discretion regarding customer service issues that arise during performances. Strategic responsibility: The Door Manager does not have a specific strategic responsibility. Reporting requirements: This position does not have any reporting requirements. Travel requirements: No travel is required for this position. Physical demands: To perform duties, walking and/or standing for extended periods of time as well as frequently climbing stairs is necessary. The Door Manager should be able to work outside of performance venues for extended periods, often encountering cold, hot, or inclement weather. This position also involves occasional lifting up to 20-30 lbs and being able to push patrons in wheelchairs to their seats.

Salary $17/hour

The Pittsburgh Cultural Trust is an equal opportunity employer. All applicants are considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, ethnicity, national origin, veteran, or disability status. Employees are expected to be able to perform the essential duties and responsibilities of this position, with or without job modification/reasonable accommodation. If an employee believes a job modification/reasonable accommodation is needed, please contact Human Resources so that a review can be conducted. The Pittsburgh Cultural Trust strives to comply with the accommodation provisions of the Americans with Disabilities Act, Title VII of the Civil Rights Act, the Pregnant Workers Fairness Act, and other related federal, state, and local laws.