Description

The House Manager plays a pivotal role in creating and delivering an exceptional on-site experience for patrons of the Shepherd School of Music. This position manages front-of-house operations for a robust calendar of orchestral, chamber, and opera performances, and is responsible for recruiting, scheduling, training, and managing payroll for a dedicated team of volunteers and student workers to serve as ushers and ticket scanners. The House Manager assists with a variety of rentals in SSoM spaces as venue/house support, and with special projects in areas of company management, such as hospitality and backline rental.

This position reports directly to the Director of Performance Operations for Music, working closely with the Manager of Schedule & Events, Production team and the Patron Services team. The ideal candidate possesses outstanding customer service skills and the organizational agility to gracefully manage dynamic performance environments within a premier school of music that is part of a thriving academic community. 

The ideal candidate has prior experience working in an educational or professional house management setting. This person has excellent communication and interpersonal skills to work effectively with a diverse group of students, staff, vendors, and patrons. They possess strong problem-solving skills and can respond calmly and quickly to urgent situations. 

Requirements

Essential Functions

Performance Operations:

• Collaborates closely with Production and Stage Management to synchronize front-of-house readiness with backstage technical requirements, managing the "bridge" between patron arrival and the start of the performance.
• Works as an extension of the Marketing and Communications’ Patron Services team to ensure all touchpoints, from lobby activations and program distribution to usher interactions, reflect the Shepherd School’s brand and strategic messaging.
• Liaises with the Production/Stage Manager to make real-time decisions regarding concert starts, late seating, intermissions, and emergency response, balancing artistic needs with the patron experience. Works with the Patron Services Senior Manager to organize and oversee standby seating for sold-out events.
• Conducts pre-concert briefings with staff and ushers; ensures venue readiness, including ticket scanning logistics and the physical environment.
• Communicates patron feedback to Facilities staff related to temperature, plumbing, building access, and safety concerns. Supports and assists patrons with mobility concerns or other special needs.
• Manages FOH incident reporting, provides detailed feedback to both Production and Marketing (Patron Services) regarding audience flow and operational friction points.

Volunteer & Student Worker Management:

• Recruits and trains a pool of volunteers and student workers, instilling a service culture that aligns with Rice University’s high standards for professional conduct.
• Trains and oversees ushers and ticket scanners, outlining duties, house rules, and service expectations, including scanning tickets, distributing programs and other relevant materials such as ADA services, greeting audiences, and properly addressing audience conflict or misconduct.
• Manages scheduling and assignments for student workers, and communicates shift assignments, schedule changes, attire expectations, and reminders to student workers in audience-facing positions, such as ushers, greeters, and development assistants.
• Identifies student workers who excel as ushers for development in elevated usher positions.
• Ensures all volunteers and student staff adhere to Rice Policy 831 regarding the stewardship of university property (scanners, furniture, supplies) and professional ethics.
• Maintains an accurate record of student worker shift attendance and hours worked in order to ensure prompt payment.
• Monitors and approves student worker payroll.

Rentals & Special Projects:

• Maintains a staff presence in the building during low-impact rentals to monitor venue use, safety, and adherence to campus and school policies. Assists production staff with larger rentals that may involve receptions or secondary locations, or front-of-house support and supervision.
• In conjunction with the Director of Performance Operations, supports special projects and events, such as high-profile guest artists, world premieres, and collaborative workshops. This may include hospitality, backline, and company management duties.

Other:

• Assists Box Office staff with ticketing as needed, and Marketing and Communications staff with administrative work during events.
• Additional duties as assigned to support the school’s fiscal and administrative stewardship.