Assistant House Manager in Washington, District of Columbia at Washington National Cathedral

JOB SUMMARY:

Washington National Cathedral is searching for an experienced Assistant House Manager to join our

talented Guest Event Management Services (GEMS) team. This position is responsible for helping to

create a welcoming, safe environment for all visitors. The Assistant House Manager position provides onsite house management during daily sightseeing hours and events, in addition to concerts, worship

services, and public programs as needed.

DUTIES AND RESPONSIBILITIES

GUEST EVENT MANAGEMENT

• Act as a key source of hospitality and information, with particular focus on providing outstanding customer service, identifying areas of improvement, and suggesting strategies for solutions.
• Develop and maintain working relationships with Cathedral stakeholders, internally and externally, to effectively manage and execute programming with recognition of the Cathedral’s mission and priorities, while demonstrating patience and fostering a collaborative environment.
• Assist in Guest Event Management coverage for events, attending Operations, Events, Worship, and Programming meetings, and preparing materials and presenting briefings, as needed.

HOUSE MANAGEMENT

INDIVIDUAL/GROUP SIGHTSEEING

• Assist in preparing the public space before doors open, ensuring appropriate signage is in place and address any safety hazards.
• Greet visiting tour groups and advise group leaders/chaperones on Cathedral policies and procedures. Facilitate group entry in accordance with daily schedules and maintain coordinated timing for tours.
• Greet visiting individual visitors; advising and facilitating entry and sightseeing.
• Process transactions at the Welcome Desk as needed, including sightseeing admission, donations, memberships, and special event tickets.
• Respond to emergencies, in coordination with Protestant Episcopal Cathedral Foundation (PECF) Police.
• Develop and maintain working relationships with Cathedral staff, volunteers, and external partners to effectively manage and execute programming.

PROGRAMS

• Provide on-site house management and support for various programs including but not limited to worship services, concerts, public programs, and rental events.
• Prepare and present briefing materials, diagrams, and staff assignments. Manage on-site support staff and volunteers.
• Work closely with the Box Office and Leads immediately before, during, and after programs, services, and other events, troubleshooting issues and coordinating the operations of each activity.
• Receive and fulfill requests for seating and ADA accommodations.

STAFF MANAGEMENT

• Supervise Guest Services Associates, Guides, and Volunteers.
• Ensure adequate coverage for sightseeing hours, as well as worship services, concerts, and rental events as needed.
• Work with the House Manager to prioritize requests and ensure sustainable work schedules.
• Identify potential problems and suggest strategies for corrective action.
• Demonstrate patience and foster a collaborative environment with the GEMS team, volunteers, and Cathedral and Close staff partners, with recognition of the Cathedral’s mission and priorities.

MINIMUM QUALIFICATIONS

• Bachelor's Degree / higher education qualification equivalency in arts management, hospitality, event planning, customer service or related field.
• Two to three years’ experience in arts management, special events management, customer service, and/or facility operations.
• Supervisory experience with staff or volunteers.
• Experience and knowledge of the non-profit work environment are strongly preferred.

KNOWLEDGE, SKILLS, ABILITIES

• Ability to work effectively as part of a team as well as independently. Ability to review logistical procedures, identify problem areas and optimize performance through procedural changes.
• Excellent interpersonal and communications skills.
• Comfort with public speaking and conflict resolution.
• Ability to exercise judgment and decision-making skills; informing and involving department leadership as needed.
• Excellent attention to detail and ability to meet deadlines. Ability to coordinate multiple complex tasks and/or projects simultaneously while addressing the needs of the office; ability to maintain composure under pressure.
• Sensitivity to the needs of a diverse public, including the ability to interact with those in need of pastoral care.
• Advanced computer skills with Microsoft Office Suite; knowledge of word processing, spreadsheets, email, calendar, document distributions, and network software. Familiarity with Spektrix, Raiser’s Edge and/or Digital Cheetah a plus.
• Knowledge of the history, theology, and liturgy of the Episcopal Church a plus.
• Proficiency in other languages a plus.
• Knowledge of Washington, DC culture, social issues, and challenges.

WORKING CONDITIONS

• This position requires work outside normal business hours for Cathedral events as needed, including weekends, mornings, and evenings.
• The position requires prolonged walking and standing, especially during events; may require reaching, twisting and turning, kneeling, bending, stooping and climbing stairs without a handrail in the performance of daily activities.
• The need to lift, drag, push and pull chairs, files and other materials weighing up to 25 pounds is also required.
• This position requires comfort with heights and enclosed spaces.
• The position also requires grasping, repetitive hand movement and fine coordination in using a computer keyboard.
• The position also requires near and far vision for reading and preparing written reports and other required documents.
• Acute hearing is also required when working in environments with a lot of ambient noise.