Operations

OPEN: HOUSE MANAGER

Wage: Base $10.00/hr.; Work Study required

Area: Concert Operations

Supervisor: Directly responsible to the Concert Operations Manager

Supervises: Head Ushers, Ushers, Stage Managers, Technical Crew, Box Office, Evening Office Personnel

Functions: Supervise personnel and operations in the production of concerts and events in designated venues as an assertive and dependable proxy for Concert Management Office (CMO) full-time staff; assure compliance with venue and school policies in CMO-managed spaces; and ensure the patron service experience meets high-quality standards for performing arts presentations.

Hours: The hours of employment for the House Manager position are in effect every week of the academic quarter including Reading and Exam Week. Generally, hours are weekdays from 5 to 10 p.m. and weekends 8:30 a.m. to 10 p.m. Hours are occasionally extended to accommodate performances and public events, and other coverage hours are published in advance. House Managers are expected to be available for two or three shifts every two weeks, and scheduling of these shifts occurs via an online request process to ensure equitable distribution of available hours. House Managers are also expected to attend a (paid) 30 to 45-minute meeting every other week for staff development and training.

Dress: With the high degree of responsibility and authority associated with being a House Manager, it is expected that the individual will dress in a professional manner, especially when performances are scheduled. Men should wear a suit or a sport coat with a tie and women should wear a suit, dress, or professional-looking skirt and blouse. Each individual is responsible for maintaining clean and pressed clothing, as well as clean and appropriate shoes. A nametag will be worn during all shifts for the benefit of students, faculty, staff, patrons, and artists.

Responsibilities

Public Contact: High level of contact with patrons, performers, faculty, staff, and students

Monetary Responsibilities: No direct contact; cursory supervision of Box Office staff

Cleaning, Physical Labor, and Maintenance:

  1. Light cleaning, emptying trash
  2. Moving of materials or equipment up to 50 pounds
  3. Occasional moving of keyboard instruments

Specific Duties:

  1. Represent Northwestern University, Bienen School of Music, and the CMO by providing a high level of service and/or supervision to patrons, faculty/staff, volunteers, outside contractors/vendors, and artists
  2. Oversee and ensure the safety and security of up to 1,100 patrons, as well as staff, performers, and facilities up to 40,000 square feet
  3. Work autonomously on behalf of the CMO to oversee performance and rehearsal spaces used by the Bienen School in the absence of full-time staff; make decisions with a very high consequence of error; and interpret and enforce venue and school policy
  4. Supervise concert operations of up to 30 student employees functioning as ushers, stage managers, technical crew, and box office staff working simultaneously in up to seven venues: Pick-Staiger Concert Hall, Mary B. Galvin Recital Hall, Shirley Welsh Ryan Opera Theater, David and Carol McClintock Choral and Recital Room, Regenstein Master Class Room, Alice Millar Chapel, and Cahn Auditorium
  5. Communicate effectively and work collaboratively with university administrators, faculty, staff, visiting artists, artist managers, patrons, and students
  6. Work closely with rental organizations and their staff to facilitate successful performances by managing patron hospitality and coordinating operational requirements for front-of-house, backstage, and technical areas
  7. Facilitate designated elements of artist hospitality (e.g., assigning and staging dressing rooms, greeting and checking in with artists, liaising with head ushers who are supporting other venues) and provide first-class accommodations and assistance for visiting artists
  8. Train and illustrate duties of operations staff to new employees on a group and one-to-one basis
  9. Complete training (arranged by the Operations Manager) for certification in the use of an automated external defibrillator (AED) and the administration of cardiopulmonary resuscitation (CPR) and emergency oxygen orientation
  10. Complete defensive driver training (provided by Northwestern) for certification in the operation of university vehicles to provide local ground transportation for visiting artists
  11. Execute precisely building and performance venue opening/closing procedures to assure high security of CMO-managed spaces
  12. Coordinate with University Police and Facilities Management services, as needed, to achieve objectives stated above
  13. Other duties as assigned

QUALIFICATIONS

  1. High-quality service as a CMO employee for no fewer than three academic quarters prior to the starting quarter of service and a demonstrated readiness to assume an active leadership position
  2. Illustration of a strong service attitude and a willingness to deliver that service at all times
  3. Ability to remain level-headed in a crisis situation
  4. Knowledge of other CMO student staff positions associated with presenting concerts and events
  5. Proven track record of leadership and fairness in working with peer employees
  6. Capacity to interpret venue policies and enforce regulations
  7. Strong interest in presenting the arts to the public 

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OPEN: HEAD USHER

Wage: Base $9.25/hr.; Work Study required

Area: Concert Operations

Supervisor: Directly responsible to the Concert Operations Manager; training and shift supervision overseen by student House Managers

Supervises: Ushers

Functions: Supervise the patron service experience in Bienen School of Music and satellite performance venues, including hospitality, inquiries and concerns, ticket collection, and program distribution; establish and enforce high-quality standards for student staff members consistent with professional performing arts presentations; and assure compliance with venue and school policies in CMO-managed spaces.

Hours: The hours of employment for the Head Usher position are in effect every week of the academic quarter including Reading and Exam Week. Generally, hours are during the evening and occasionally during the day on weekends. Head ushers are expected to be available for two or three shifts, and scheduling of these shifts occurs via an online request process to ensure equitable distribution of available hours. Attendance at occasional staff development and training meetings may be required.

Dress: With the degree of responsibility and authority associated with being a Head Usher, it is expected that the individual will provide an exemplary model of the professional dress code for ushers. Each individual is responsible for maintaining clean and pressed clothing, as well as clean and appropriate shoes. A nametag will be worn during performances for the benefit of patrons and artists.

Responsibilities

Public Contact: High level of contact with patrons

Monetary Responsibilities: None

Cleaning, Physical Labor, and Maintenance:

  1. Light cleaning, emptying trash
  2. Moving of materials or equipment up to 50 pounds
  3. Occasional moving of keyboard instruments

Specific Duties:

  1. Represent Northwestern University, Bienen School of Music, and the Concert Management Office (CMO) by providing a high level of service and/or supervision to patrons, volunteers, outside contractors/vendors, and performing artists
  2. Oversee and ensure the safety and security of up to 1,100 patrons, as well as staff, visiting performers, and facilities up to 40,000 square feet
  3. Work autonomously on behalf of the CMO to oversee concert audiences in performance spaces used by the Bienen School in the absence of full-time staff and make decisions in conjunction with the House Manager that interpret and enforce venue and school policy
  4. Directly supervise student employees serving as ushers in one of five venues: Pick-Staiger Concert Hall, Mary B. Galvin Recital Hall, Shirley Welsh Ryan Opera Theater, David and Carol McClintock Choral and Recital Room, and Regenstein Master Class Room
  5. Work closely with rental groups and their staff to facilitate successful performances by managing patron hospitality and front-of-house operational requirements
  6. Train and illustrate duties of house staff to new employees on a group and one-to-one basis
  7. Complete training (arranged by CMO staff) for certification in the use of an automated external defibrillator (AED) and the administration of cardiopulmonary resuscitation (CPR) and emergency oxygen orientation
  8. Other duties as assigned

QUALIFICATIONS

  1. Illustration of a strong service attitude and a willingness to deliver that service at all times
  2. Ability to remain level-headed in a crisis situation
  3. Proven track record of leadership and fairness in working with student colleagues
  4. Capacity to interpret venue policies and enforce regulations
  5. Strong interest in presenting the arts to the public
  6. High-quality service as a CMO employee for no fewer than three academic quarters prior to the starting quarter of service and a demonstrated readiness to assume an active leadership position

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OPEN: House Staff (Usher)

Wage: Base $8.50/hour; Maximum: $10.20/hour

Area: Concert Operations

Supervisor: Directly responsible to the Concert Operations Manager; shift training and supervision overseen by House Managers and Head Ushers

Functions: Facilitate a positive patron service experience in Bienen School of Music and satellite performance venues, including hospitality, inquiries and concerns, ticket collection, and program distribution; provide operational support for student recitals; and supervise compliance with venue and school policies

Hours: Hours of employment for House Staff are in effect every week of the academic quarter including Reading and Exam Weeks. Generally, concert hours are in the evening throughout the week, and occasionally during the day on weekends. Total scheduled time will not exceed 15 hours a week, and students are given flexibility in creating their schedules. Schedule availability is collected every two weeks via an online process to ensure proper coverage of open shifts and equitable distribution of available hours. Substitutions are permitted if conflicts arise.

Dress: Members of House Staff are expected to present themselves in a professional manner and adhere to a black-and-white dress code when working during performances, including student recitals. Each individual is responsible for maintaining clean and pressed clothing, as well as clean and appropriate shoes. A nametag will be worn during performances for the benefit of patrons and performers.

Responsibilities

Public Contact: Very high level of contact with patrons
Monetary Responsibilities: None
Cleaning, Physical Labor, and Maintenance:
1.     Light cleaning of venues before and after performances
2.     Moving of materials or equipment up to 50 pounds
3.     Occasional moving of keyboard instruments

Specific Duties:

1.     Represent Northwestern University, Bienen School of Music, and Concert Management Office (CMO) by providing a high level of service and/or supervision to patrons, volunteers, outside contractors/vendors, and performing artists
2.     Oversee and ensure the safety and security of up to 1,100 patrons and facilities up to 40,000 square feet
3.     Work autonomously on behalf of the CMO to oversee recitals in designated performance spaces in the absence of full-time staff members and ensure compliance with venue and school policy by patrons, performers, students, and faculty
4.     Collect tickets, distribute programs, and direct patrons to appropriate seating
5.     Ensure the comfort of all patrons by preserving a quiet atmosphere in the lobby and auditorium during performances, monitoring the late seating of patrons at appropriate intervals, and paying particular attention to environmental conditions that could affect the patron experience (e.g., temperature of the venue, quality of sound, obstructed sightlines)
6.     Provide information and/or assistance to patrons who require special accommodations
7.     Serve as stage manager for student recitals in designated venues
8.     Check auditoriums for lost items and trash objects following performances and secure venues following student recitals
9.     Other duties as assigned

Qualifications:

1.     Illustration of a strong service attitude and a willingness to deliver that service at all times
2.     Ability to remain level-headed and calm when encountering dissatisfied patrons
3.     Capacity to interpret venue policies and enforce regulations
4.     Demonstration of an orderly and professional appearance and demeanor
5.     Strong interest in presenting the arts to the public 

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