ABOUT US
Deeply rooted in our local Beverly Hills community and influenced by cultural change, the Wallis Annenberg Center for the Performing Arts , a public-private partnership with the City of Beverly Hills, strives to be a site for the convergence of relevant, dynamic performing arts, education, and civic life, strengthening our local and global community is our role as a presenter, producer, educator, and community resource. We approach our work with the pioneering creative spirit of Beverly Hills and greater Los Angeles, while also recognizing that we live in a multi-cultural every-changing world guided by our core values of Trust, Artistic Courage, Enlightenment, Cooperation, Communication, Diversity, Equity and Inclusion, and Accountability.
The campus itself is a breathtaking 70,000-square-foot facility that seamlessly blends classic and modern architectural styles, a testament to our commitment to innovation and tradition. This unique space has garnered six architectural awards and features the original 1933 Beverly Hills Post Office (on the National Register of Historic Places), which serves as the theater's dramatic yet welcoming lobby. It also includes the contemporary 500-seat, state-of-the-art Bram Goldsmith Theater; the 150-seat Lovelace Studio Theater; and an inviting open-air plaza for family, community, and other performances.
ABOUT THE JOB
The Front of House/Audience Services staff is the face of The Wallis; this team is a critical part of the success of any performance. The House Supervisor, as a key player, is responsible for maintaining a strong Front of House team during their shift and has a pivotal role in delivering premium customer service. Their primary focus is to ensure that all guests, without exception, feel valued and important. The House Supervisor's role in creating a safe and welcoming environment for all guests of The Wallis is of utmost importance, making them an integral part of our mission.
WHAT YOU'LL DO
- Supervise ushers (deployment, assignments, coordinate breaks, lead staff in ingress and egress practices).
- Direct staff, including the critique of uniforms and appearance.
- Strong sense of customer service, the ability to put a guest’s needs first, and resolve conflict.
- Leads staff in pre-event meetings by being prepared and knowledgeable about events.
- Act as a liaison for guest services staff, Audience Services Manager, General Manager, and other management personnel.
- Maintain order and ensure adherence to safety rules.
- Assist the Audience Services Manager with scheduling data entry, supervision, and development of paid Ushers and volunteers.
- Maintain presentation and functionality of theater and publicly used spaces.
- Coordinate sale of and proper accounting and reconciliation for artist merchandise and bars.
- Should also be knowledgeable in standard ADA requirements for performance spaces.
- Respond to and resolve problems courteously and effectively, including seating problems, temperature complaints, flash cameras, cell phones, late arrivals, and unruly patrons; coordinate problem resolution with appropriate building and company staff.
- Understand and address the needs of various productions and programs. For example, a student matinee may have different needs than a gala; staffing smaller, donor-oriented events may require more detail than most mainstage productions.
- Ensure a safe and enjoyable Patron experience before, during, and after performances by providing The Wallis' highest standard of customer service. Respond quickly and courteously to all Patrons' needs, questions, comments, or concerns.
- Ensures the house is ready and safe before performances and events. Inspects front-of-house areas and facilities for cleanliness and readiness in coordination with Facilities staff; provides usher and volunteer instructions and orientation; distributes programs to floors as required; coordinates event information and special needs with Backstage, Ticket Services, and Building staff.
- Oversees distribution and training and patron assistance of assistive listening devices.
- Compile and record all performance data at the end of the event in the show report at the end of each shift, sending it to crucial staff for review. Report any variance in policy or procedure to the Audience Services Manager.
- Responds to patron medical emergencies; alerts and assists building security in medical response; acts as the on-site liaison with EMTs or other emergency response personnel and building security; advises appropriate building and company staff of incident status; prepares accurate incident or injury reports.
- Ensure the safety of patrons, volunteers, and staff through the proper implementation and enforcement of emergency procedures, including emergency evacuation of the theaters, lobbies, and public areas; regarding patrons, volunteers, or staff.
- Ensures that all opening and closing duties of the venues are completed for all events and that the building is locked and secured.
- Attend training courses, meetings, and orientations when necessary or scheduled.
- Provide coverage and assistance for rental events, including overseeing load-ins, load-outs, and event coverage.
- Perform such additional duties as the Audience Services and General Managers may direct in their absence.
SKILLS AND EXPERIENCE NEEDED
- At least one year of hands-on front-of-house supervisor experience.
- Experience with crowd management and control.
- Strong communication skills with an outgoing and friendly nature.
- Customer Service training, skills, poise, and tact in dealing with Patrons are required.
- Ability to take the initiative to identify and solve problems using sound judgment.
- Highly professional, mature, and confident with the ability to maintain confidentiality and discretion.
- Accomplished relationship builder and ambassador.
- Experience working with volunteers and children.
- Administrative skills including, knowledge of MS Packages (Word, Excel, Access, PowerPoint), Adobe Professional, and other software applications necessary to perform essential job functions and support team members.
- Provide a minimum of 3 days of availability per week and expect to work at least 2 - 3 shifts a week during the regular season, including nights, weekends, some mornings, and holidays (September – August).
- CPR, AED, and First Aid Certification required within the first 90 days of employment (training provided).
- High School diploma or equivalent.
SCHEDULE & AVAILABILITY
This role is anticipated to be scheduled 20-25 hours per week, on average. Some weeks may require more hours, some less, than the average, depending on the programming schedule at The Wallis. This role requires consistent availability on nights and weekends in accordance with our programming schedule.
SALARY & BENEFITS
This is a part-time non-exempt (hourly) position with a pay rate of $20.00 per hour. This role is eligible for statutory benefits (sick leave, worker’s compensation insurance) and paid parking. Complimentary tickets are occasionally available for performances and events at The Wallis.
The Wallis Annenberg Center for the Performing Arts is an Equal Opportunity Employer committed to diversity and encourages applicants of any age, national origin, race, ethnicity, religion, sexual orientation, political affiliation, or gender.
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