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Performance Associate

Kimmel Center, Inc.
Job Description
Performance Associate

Department:                  House Management
Reports to:                     House Manager on Duty & Director of House Management
Status:                            Non-exempt

The performance associate, in conjunction with the house manager on duty, is responsible for the overall front of house event operations on a per-event basis in their assigned venue.  This includes, but is not limited to, overseeing usher staff and providing them with event-related information, attending to guests needs, resolving their problems as they arise, and ensuring all staff adhere to guidelines as outlined in the GRaCE program.  Performance associates will be an on-site representative of the front of house operations team and will be a point of contact for artists’ team and staff, providing information as requested and ensuring front of house needs are met.  In the absence of a house manager and/or a head usher, the performance associate assumes those responsibilities and is considered “house manager on duty.”
Essential Functions:
  • Oversees usher staff, providing direction, guidance and issuing written discipline as necessary
  • Creates exceptional experiences for guests and team members
  • Coordinates with head usher and house manager on duty to lead pre-event meeting to provide ushers with relevant info relating to the day’s event(s).
  • Serves as point of contact for front of house info and needs
  • As needed, ensures lobby is open and all doors are accessible to guests on schedule
  • Resolves guests’ issues, such as broken seats, double-booking, accommodating guests with disabilities, etc.
  • Refuses admittance to and / or removes (coordinating with house manager on duty and security personnel) guests whose behavior is erratic and / or in violation of KCI policies or those set forth by the artist
  • Communicates with production manager to ensure needs of the production are balanced with the needs of guests (i.e. requesting a performance start a few minutes late to accommodate late-arriving guests)
  • Communicates and coordinates with concessions staff to ensure event info (including timings) is relayed
  • Communicates and coordinates with engineering staff to relay concerns relating to climate control, maintenance needs, safety concerns, etc.
  • Communicates and coordinates with housekeeping staff to ensure venue is clean and stocked prior to, during, and after performances
  • Serves as liaison to box office team and coordinates with them to resolve seating issues
  • Accurately records start, end and intermission timings of performances
  • Counts and records event attendance
  • Generates and distributes performance reports to specified distribution lists with accurate account of the event and any pertinent details that will aid other teams in answering questions about the performance
  • Coordinates with artists’ staff regarding merchandise sales, front of house policies, artist meet and greet procedures, etc.
  • Relays emergency calls to security personnel so they may respond and assess quickly
  • In the event of an emergency, together with the security supervisor on duty and house manager on duty, determines action to be taken, up to and including evacuation
  • In the event of an emergency evacuation, coordinates with house manager on duty and security personnel and communicates procedures to head usher and ushers to ensure all guests exit safely and quickly
  • Assists security personnel and ushers in ensuring guests’ adherence to safety guidelines throughout the venue
  • Ensures all guests have exited the venue and / or building and that all doors are secured prior to signing out
  • Other duties as assigned
Education and Experience:
  • High School diploma or equivalent required
  • Excellent customer service skills
  • Prior experience providing customer service in a busy theatrical environment
  • Ability to deal with guests in a gracious, informed and respectful manner
  • Excellent communication skills
  • Experience managing teams of 30 or more people
  • Ability to problem solve under pressure
Environment, Physical demands and other conditions:
  • Availability to work a varied schedule including daytime, evenings, weekends, holidays as performance schedule requires.
  • Ability to stand/walk for long periods of time up to four (4) hours

 Please direct all resumes and cover letters to, including the position title in the subject line of the email.

All resumes received for specific positions will be kept on file for one year. All information received for general consideration will be maintained for six months. If an interview is considered appropriate, the Human Resources Department will contact you. Due to the volume of mail received, we are unable to respond to telephone inquiries regarding application status.
Kimmel Center, Inc. is an equal opportunity employer, committed to maintaining a diverse working environment.

Diversity Statement:
The diversity of our region is our strength and KCI is dedicated to creating a diverse and inclusive cultural campus that reflects our commitment to an environment where everyone feels welcome and valued onstage and off.
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