Hospitality Services Assistant Manager
6 days ago
Fort Worth
Job DescriptionDescription: Job Title: Hospitality Services Assistant Manager (FOH Organization & Setup Emphasis) Department: Front of House (FOH) / Hospitality Services Reports To: Assistant Director of Front of House (Hospitality and FOH Systems Emphasis) Status: Full-Time; Exempt Essential Functions: To ensure Performing Arts Fort Worth (PAFW) achieves an optimal work environment and equitable treatment of all, employees are guided by two fundamental directives, the PAFW Operating Principles and the PAFW IDEA Statement, in addition to adhering to other terms and policies outlined in the Employee Handbook. In addition to upholding to these fundamental directives, the Hospitality Services Assistant Manager, under the direction of the Assistant Director of FOH, assists the FOH and Hospitality Services department with projects and day-to-day operations. The FOH Department encompasses the following functions of the organization: • House Management, • Volunteer Coordination, • Parking: Valet, Lots, Patron Busses, • Performance and Events Setups, • Retail Coordination, • Hospitality Services, • Gift Shop & Merchandise, • Parking Coordination with Garages and Traffic Control with FWPD Must maintain a positive attitude and influence others to do the same. Must make decisions consistent with organizational policies and goals and responsibly handle confidential information. Must work with accuracy and attention to numerous details and timelines. Strong verbal communication skills are essential to interact successfully with all PAFW staff and a diverse customer base. Ability to work under pressure, consistently providing calm and effective resolution of customer and PAFW staff concerns, requests and/or complaints in a courteous and informed manner. Supervisory: Part-Time Hospitality Staff Position Responsibilities: Key activities of this position include but are not limited to: • Provides the highest quality customer service to all patrons and customers, both internally and externally., • Oversees daily preparations for performances and other day-to-day duties along with Hospitality Managers., • Responsible for FOH Organization and Engagement Setups:, • Independently conducts regular FOH walkthroughs and keeps FOH / Hospitality Services areas organized, clean and maintained in normal working order, especially before and after events and performances; ensures that all items that are out of place are returned to storage areas, such as coffee pots, bus tubs, tablecloths, tables, chairs, signs, carts, etc., • Responsible for the laundry, replacement, and tracking of tablecloths and uniforms, including towels, ties and aprons., • Responsible for organizing and distributing specific signage for each show and keeping box tier pre-order slips updated and stocked., • Retrieves information for all engagement setups; coordinates part-time staff scheduling for setups with Hospitality Manager., • Directs and oversees staff before and during room setups and breakdowns; does walk throughs of all areas once completed to ensure all is accurate, making final adjustments when necessary., • Adds furniture and setup charges into settlement platform., • Any other FOH organizational or setup duties as assigned., • Performance/Event Opening:, • Oversees floor operations in preparation for and during events, including greeting part-time staff start of shift; calling part-staff when late for shifts; troubleshooting staff shortages and reassigning as needed; checking out uniforms to staff; ensuring all staff are in place and ready for patrons., • Oversees cash distribution at beginning of performances and events together with Hospitality Mangers., • Assists in managing part-time staff to ensure proper and full completion of their respective duties ahead of the doors opening to the public., • Oversees and supports part-time Lead/VC/Bartenders/Runners where needed during events and performances., • Addresses and resolves customer service needs, involving higher management when necessary., • Responsible for managing the setup and breakdown of staff and volunteer breaks and meals., • Performance/Event Closing:, • Oversees that part-time staff have properly and fully completed their closing duties with Hospitality Managers., • Responsible for late-night caterings, ensuring dressing rooms and other catering areas are ready for meals and ready to receive guests., • Receives vendors/caterers and ensures meals are served as requested by Hospitality Manager., • Oversees cleaning/organization of catering areas post meal and/or engagement., • Independently makes last minute catering adjustments as needed. PAFW is in the business of presenting arts and entertainment. To that end, all employees understand and accept that evenings and weekends are part of our operation. This position requires interacting with the public and being onsite for performances regularly. This position description is not written to provide an all-inclusive listing of responsibilities and related activities. Job duties and assignments may change at any time with or without prior notice. Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with the performance of the functions of this position include, but are not limited to: • Working in close physical proximity to others including co-workers, vendors, and the public., • Regular scheduled work hours that include evenings and weekends., • Exposure to computer screens., • Standing, walking, sitting for prolonged periods of time., • Reaching, stooping, bending, and kneeling., • Ability to lift 60 lbs. and to push, pull or otherwise move objects. Environmental and atmospheric conditions commonly associated with the performance of the functions of this position include but are not limited to: • Usual office conditions. Requirements: Education, Experience & Skills Required: • High School graduate or equivalent., • Current TABC and Food Handler Certification or ability to obtain certifications within 10-days after hire., • Three to five years’ experience in hospitality and/or customer service leadership that includes prior supervision of a department, division or team., • Must have working knowledge of: TABC laws, Fort Worth Code Compliance and other city, county, state and federal agencies., • Ability to lead with fairness and consistency., • Ability to foster teamwork and develop strategies for the team’s accomplishing departmental goals., • Strong verbal and written communication skills, with the ability to guide and instruct staff, answer questions clearly, listen attentively, and provide constructive feedback., • Independent judgment is required to plan, prioritize and execute a diversified workload., • Skilled in handling and courteously resolving patron and client concerns related to beverages, valet, parking, and event setups, while serving as a role model in representing the Company., • Knowledge of, or ability to learn, these business applications: Momentus Elite, SalesVu, Paylocity, Tessitura and Connecteam., • Strong attention to detail and sharp organizational skills to coordinate inventory control and manage diverse workloads., • Proficient in Microsoft Office, Word and Excel., • Experience with Adobe Suite of design programs is a plus., • Ability to work flexible schedules for performances and events, including evenings, weekends, and holidays., • Hold a valid Texas driver’s license.