Director of Theater Operations and Hospitality

Reports To: Chief Financial Officer

About Us:

The Jacob Burns Film Center (JBFC) is a nonprofit cultural and educational institution located in Pleasantville, NY, dedicated to gathering audiences, students, and filmmakers to experience the joy of film, and to learn about the craft, ourselves, and each other. We are seeking a Director of Theater Operations and Hospitality to oversee all daily front of house staff and operations of the film center. Learn more about the organization at burnsfilmcenter.org

Position Objectives:

The Director of Theater Operations and Hospitality is responsible for overseeing all daily front of house staff and operations of the film center. This role ensures efficient and seamless front of house operations while delivering an exemplary experience for all attendees and guests. The position collaborates across departments to advance the organization’s mission and goals and sets the “gold standard” for audience and guest experience by supporting and developing the front of house staff to create an environment that is welcoming, memorable, and deeply satisfying for all attendees.

Primary Responsibilities:

Management of Theater Front of House:

• Ensures hiring, training, scheduling, supervising, and evaluation of all front of house staff, delivering an exemplary guest experience in the theater, at concessions, and in the Wine Bar.
• Builds and develops a strong team of house managers to lead and oversee house staff.
• Effectively communicates institutional goals and priorities, and specific relevant information to the theater front of house staff in a timely and consistent manner.
• Builds and maintains concessions and Take 3 Wine Bar and Café (Wine Bar) performances and sellables in Tessitura.
• Maintains and updates theater operating policies and procedures regularly to reflect evolving needs and best practices.
• Oversees the theater calendar and collaborates with all departments to ensure efficient, long lead planning and scheduling for all theater spaces and resources.
• Approves weekly Programming schedule and resolves any scheduling conflicts with Programming.
• Oversees the execution of 3rd party theater rentals and receptions.
• In collaboration with the Facilities Director, ensures the safety of staff and patrons through the implementation and maintenance of all building safety and security policies.

Financial Responsibilities:

• Ensures accurate recording and reconciliation of all theater generated revenue, including ticket, concession, membership and Wine Bar sales.
• Ensures that all front of house theater-related invoices are recorded, coded, approved, and submitted to the Controller on a weekly basis.
• Regularly reviews concessions and Wine Bar product sales performance and cost of sales, especially food waste. Regularly adjusts product offerings to ensure attainment of revenue goals.
• Implements and enforces internal controls for theater point-of-sale transactions and physical controls over concession and Wine Bar products.Performs regular inventory of concessions and Wine Bar products and reconciles alcoholic beverage products.
• Implements and enforces controls over cash balances, including ensuring timely deposits of cash.
• Ensures utilization of data to develop and manage budgets and forecasts for theater house operations, including front of house labor, concessions, wine bar products and supplies, and theater led events. Continuously seeks efficiency while delivering on customer experiences.

Operational Excellence:

• Collaborates with Programming, Development, Membership, and Education teams to ensure coordination of theater logistics for all day, evening, and weekend screenings, events, receptions, outside theater rentals, and ensure appropriate levels of front of house and AV staff.
• Collaborates with and supports Marketing in the execution of activities tied to JBFC Kids, Family Programming, and New Releases, ensuring the enhancement of customer engagement.
• Implements and maintains a structured hospitality model, which includes the element of a staff playbook for key customer interfaces to ensure attainment of customer satisfaction objectives.
• Develops and implements a set of relevant operating metrics for the use of theater operations management, ensuring adherence to operating protocols and operational efficiencies.

Other Duties and Responsibilities:

• In collaboration with the Facilities Director and Technical Director Film Center, oversees regular and unscheduled repairs and maintenance of the theater facilities.
• Collaborates with the Technical Director Film Center on all facility-wide topics.
• Serves as primary paymaster for all theater staff, confirming and transmitting payroll payment information via Paychex Time and Attendance system.
• Manages the use and organization of all on-site storage areas in coordination with associated area department heads and develops related policies and procedures.
• 24/7 emergency response to facility issues as needed, in partnership with the Facilities Director, Manager of Theater Operations and Hospitality, and Technical Director Film Center.
• Other duties and responsibilities, as deemed appropriate by the Chief Financial Officer.

Core Competencies and Skills:

• Outstanding personnel management, organizational, customer service, and troubleshooting skills.
• Ability to facilitate clear and effective communication between the theater and all other departments.
• Proficiency with Microsoft Office suite..
• Ability to effectively develop and maintain relationships with numerous constituencies (audiences, members, donors, staff, and board).
• Working knowledge of ticketing/POS systems, scheduling system, and preparation/approval of theater hourly staff payroll.

Preferred Education and Experience:

• Five or more years’ experience in some capacity of theater management or other venue with significant interaction with the general public.
• Five or more years’ experience collaborating with other organizational departments to present a seamless experience for numerous constituencies (audiences, members, donors, staff, and board)

Additional Eligibility Qualifications:

Strong knowledge of theater operations and non-profit organizations is a decided plus.

Work Hours: Monday-Friday, 9:30am-5:30pm, evening and weekend work is required as job duties demand.