Front of House Operations Manager at Omaha Performing Arts Society – Omaha, Nebraska

The Front of House (FOH) Operations Manager oversees day-to-day FOH operations including part-time House Managers and Volunteer Floor Captains, ensures event readiness, oversees cash to card handling, and coordinates accessibility patron service operations, and upholds highest levels of FOH customer service consistency and standards.

Team Leadership & Lifecycle Management

• Manage the PT House Managers across the full employee lifecycle: hiring, retention, coaching, development, reviews, progressive discipline, and separation.
• Oversee the Volunteer Floor Captain program, including:

Recruitment/selection (in collaboration with the Associate Director of Volunteer Services)

Training and onboarding

Scheduling oversight and event assignments

Performance feedback and lifecycle management

Maintaining communication and expectations for the role

• Fill in as House Manager as required, including, but not limited to all daytime performances, student matinees, and other events
• Assist in the development and presentation of annual Ambassador Training to ensure customer service expectations are communicated clearly.
• Attend performances as show supervisory and observation duties as required.

Event Planning & Operational Execution

• Prepare, review and update briefing notes, show builds, event detail packets, and for all performances, private events, education shows, tours, VIP activities, specific to FOH event and operations functions.
• Provide timely communication of updates specific to FOH event and operation functions.
• Use and review FOH content in Momentus, Cervis and other required FOH databases. Review Ambassador event assignments for accuracy.
• Coordinate event related logistics including valet parking, FOH staffing plans, and First Responder coverage.
• Represent the FOH team at O-pa and O-pa client operations meetings as required.
• Supervise, review and sustain highest standards of Ambassador event customer experience

Cash Handling & FOH Financial Procedures

• Oversee FOH Cash to Card operations, including:

Cash distribution and reconciliation

Ensuring PT House Managers follow proper handling procedures

Maintaining accurate event reports and securing funds post event

Communicating discrepancies or issues to Finance

Patron Services & Accessibility Execution

• Coordinate FOH accessibility operations including equipment management, patron support, tracking logs, and arranging for ASL/Audio Description services.
• Ensure PT House Managers and Floor Captains uphold ADA compliant service practices.
• Assist in leading Safety & Accessibility venue tours for Ambassadors.

Policy, Procedure & Communication Oversight

• Ensure PT House Managers and Floor Captains receive updated policies, procedures, safety protocols, and event standards.
• Foster a collaborative and positive environment, including timely communication with internal departments in coordination with the Associate Director of Volunteer Services and other FOH leadership.

May perform other duties as assigned.

Minimum Experience and Qualifications:

• 3-5 years experience in volunteer or front-of-house management required
• Proficient in customer service and active listening techniques.
• Flexible diplomacy and patient while working with the general public and volunteer constituents.
• Experienced in a wide variety of performing arts forms.
• Highly organized and detail oriented.
• Proven ability to manage and motivate volunteers. Must be an excellent team builder.
• Excellent written communication skills.
• Proficient in Microsoft Office Products (Word, Excel, Outlook, Access and PowerPoint).
• Requires scheduling flexibility, including evenings and weekends.

Salary: $52,000