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Front of House Manager

Date: October 18, 2016
Reports to (Job Title): Director of Theatre Operations
Jobs Reporting (Job Titles): Casual front of house staff
Department: UW Theatre Centre


Main Campus - Hagey Hall


35 hrs/week (88% FTE)

Primary Purpose

This position fulfills the role of management and operation of all front of house functions for the UW Theatre Centre in executing its mandate is to manage, maintain and operate the Humanities Theatre and the Theatre Centre Box Office for internal and external clients.


Key Accountabilities:


Accountable for the daily operation of the Theatre Centre Box Office

  • Setup of ticketing on TixHub and BOW systems for all ticketed events

  • System administration for TixHub and BOW systems including troubleshooting and contacting third party service providers for technical support, when required

  • Daily box office sales management and operations

  • Execution and settlement of cash, credit card and point of sales financial transactions

  • Front line patron and client interaction in person, by phone and by e-mail

  • Assignment of casual box office staff as required

  • Preparation and maintenance of all box office reporting.

  • Regular upkeep of departmental event poster boards

  • Maintains integrity and security of box office cash floats

  • Prepare, staff and settle as required for all “Remote” box office services



Accountable for the execution of hiring, training, scheduling and management of all front-of-house casual staff.

  • Applies creative solutions to ongoing recruitment of our large corps of casual front of house staff

  • Maintain training materials and execute training sessions for casual front of house staff

  • Executes provision staff uniform elements

  • Determine event staffing requirements and communicate availabilities and assignments of staff calls

  • Manage casual staff hiring, assessment, advancement, remediation and release as necessary

  • Maintain records related to casual staff data, job performance, time logging and payroll

  • Input casual staff payroll to MyHR casual earnings entry system

  • In conjunction with DTO evolve operational efficiencies through systemic improvements and changes


Accountable for executing office functions related to finances, web site management, record keeping and communications.

  • Review and settle departmental accounts, invoices and payroll on FORE system

  • Maintain departmental website on WCMS system including layout of “Upcoming events” pages for all events

  • Participates in production and dissemination of monthly theatre calendars and other scheduling documents

  • Executes provision all office supplies

  • Review and file telecommunications and copier reporting

  • Manage file retention as dictated internally and by UW requirements

  • Oversee readiness and upkeep of coat check and storage areas related to front of house operations

  • Assist technical staff as needed for ingress and egress of theatre classes with subsequent auditorium checks.

  • Act as an area fire warden, maintain first aid kits and safety considerations for the theatre and its environs

Position Requirements


College Diploma in Arts Management, Theatre or related discipline or equivalent experience in an arts organization.


A minimum of 3 years of related experience in a theatre management environment.




High proficiency in both TixHub and BOW ticketing systems and computer proficiencies as follows:


MS Word Excel PowerPoint Other
intermediate Intermediate NA MS Access, FORE, WCMS, Outlook & WordPerfect

Nature and Scope

Interpersonal Skills:

Excellent written and oral communication and conflict resolution skills are required. These skills will often be required in a fast paced, time sensitive environment with difficult personalities or stressful situations.

Level of Responsibility:

Requires management of a large ever changing corps of casual staff. Works very closely with the DTO in the operation, evolution and ultimate success of this small, vibrant department.

Decision-Making Authority:

Must be skilled at dealing directly with personnel, patron and client situations in a tactful calm, respectful and authoritative manner with support and deferral to the DTO if and as necessary.

Physical and Sensory Demands:

Periods of high activity will be encountered and the ability to juggle many tasks while keeping great attention to detail and quality will be required of the incumbent. Logistical, financial and personnel problem solving skills are a definite attribute in this role.

Working Environment:

A regular weekday office shift is central to this position with sporadic evening and weekend hours required for management and assessment of casual staff and to fill unassigned or absentee casual shifts . Overtime is not expected as the regular day shift is shortened to allow for the other evening and weekend time commitments.