The Academy of Music Theatre, an 805-seat performing arts center, located in beautiful downtown Northampton, Massachusetts, seeks experienced customer service professionals to join its Front of House team. Front of House Associates work a varied, events-based schedule, mostly nights and weekends, under the direction of the Theater Manager and Box Office Manager. Associates may be cross-trained in multiple positions, including house management, concessions, and box office.

All Associates are expected to develop a deep understanding of the Academy’s policies and best practices, providing high quality customer service for both patrons and renters. Those trained in box office must become very familiar with our ticketing system, Spectrix. Those trained in concessions must receive TIPS certification upon hire (at Academy’s expense). Additional responsibilities for each role are described below.

Box Office Responsibilities

• Sell tickets and address patron inquiries and concerns, including in-person, on the phone, and through email
• Monitor and reconcile cash payments and conduct reporting as needed
• During show shifts: Box Office arrives two hours before scheduled show time and is expected to stay up to an hour after the performance starts
• Box Office Associates are paid $19.50/hour and do not receive tips

House Management Responsibilities

• Maintain a clean and organized physical space
• Supervise event volunteers, including ticket takers, ushers, and will call
• Manage the set-up and breakdown of merchandise display areas, VIP/Meet and Greet areas, and accessible/ADA-compliant seating
• Assist concessions as needed
• Supervise cleaning and closing tasks following events
• Communicate with the Tech Director and security personnel in order to ensure the safety of patrons, staff and artists; handle emergency situations as they arise
• House Managers are paid $19.50/hour and do not receive tips

Concessionaire Responsibilities

• Manage the set-up, running, and breakdown of the concession stand
• Track inventory of products, stocking and cleaning the concession stand as needed
• Reconcile cash and report sales
• Concessionaire is also responsible for assisting with the cleaning of the theater and restrooms following events

Concessionaires are paid $15/hour and are eligible for tips.

• Interest in live performances, such as theatre, music, or comedy
• Experience working in a live events venue
• Point-of-Sale and cash handling experience
• Demonstrated leadership and a proactive, caring approach to customer service
• Comfortable upholding organizational policies with renters and patrons
• Professional demeanor and the ability to calmly and discretely troubleshoot challenges in a busy, public environment
• Physical ability to lift and carry boxes, equipment, and supplies up to 30 lbs
• Physical ability to be on one’s feet for extended periods of time and to climb stairs to access balcony areas, basement storage, and restrooms
• Willingness to work flexible shift patterns and weekend hours
• Knowledge of ADA policies and experience engaging with persons with disabilities
• Must be 18 years of age or older