A Travel or Tour Guide leads tours for groups of visitors or tourists. Leads tours of museums or famous or historic sites, and provides visitors with details and anecdotes about the history and significance of buildings, artwork or collections. Travels with a group of tourists, plans site visits and daily itineraries, interprets languages, and shares specialized knowledge about a country or city with the group.
Baltimore, MD Salary range: $58,000 Note this is a full-time, on-site position that requires frequent weekend & evening hours. Everyman Theatre is seeking an experienced and enthusiastic Senior Manager, Audience Services, to oversee its front-of-house operations for the upcoming 2026/2027 season. As a proactive member of the Audience Engagement team, this lead hospitality role is responsible for delivering an excellent patron experience by planning, managing, delivering, and tracking all Front-of-House, Box Office, and Volunteer Usher functions for public events. This position is a highly visible role requiring frontline interaction with patrons, volunteers, vendors, community members, guest artists, and staff; and thus must be comfortable interacting with all those who enter our venue. To apply, please send your cover letter and resume to hr@everymantheatre.org.
PRIMARY RESPONSIBILITIES
Be visible and present at the majority of performances throughout a show's run. (Each show typically runs four weeks on a Wednesday-Sunday schedule, with 30-35 performances per run.) Manage a team of lead house managers, concessions supervisors, bartenders, and patron engagement representatives. Handle scheduling of necessary staff to ensure effective front-of-house (FOH) operations for each event. A typical shift may have 4-6 FOH associates working, plus volunteer ushers. Monitor and ensure smooth lobby flow, access, and seating for performances; serve as first contact in responding to on-site patron needs and concerns. Oversee staff training and all FOH safety procedures. Establish and maintain standards of excellence in accordance with industry trends and best practices. Manage relationships with FOH vendors and partners, including hiring of security. Ensure all public spaces and performance venues at Everyman Theatre are ready for guests and support a safe, lively, and engaging environment for all. Anticipate and meet the requirements of special needs patrons. Communicate with patrons who require special concierge support to resolve concerns or address special needs and requests. Oversee the growth of the Everyman Volunteer program. Ensure performance-specific reports are delivered to appropriate staff and leadership.
DESIRED QUALIFICATIONS
Experience working in hospitality service for a mid- to large-sized entertainment venue. (min 250-pp capacity). Previous experience at a professional theatre and/or performing arts venue a plus. Successful management experience, with a passion for delivering exceptional customer service. The ideal candidate has 3+ years in a similar role. Ability to perform in a fast-paced and dynamic work environment. Ability to provide clear leadership while emphasizing collaboration and teamwork. Ability to work with the public and handle conflict resolution. Basic knowledge of CRM/ticketing systems (Patron Manager, Tessitura, or similar) and high proficiency in ticketing operations for live events. Strong written, verbal, and interpersonal communication skills, including the ability to work either independently or collaboratively with varied personalities. Ability to problem solve and think on your feet; strategic thinking skills a plus. Ability to generate creative ideas and solutions to operational challenges. Knowledge of relevant industry trends and emerging technologies preferred. A nimble sensibility to adapt communication styles as needed to engage with the diverse viewpoints of our patrons.
EMPLOYER BENEFITS 100
% individual health coverage for medical, dental, vision, and life insurance, including full-premium and full-deductible coverage. 401k plan with pre-tax contribution eligibility and 3% employer match. Three weeks (15 days) paid time off includes vacation, sick, and personal days, in addition to company holidays. Complimentary and discounted tickets to performances and discounts on all classes for employees and families.
WORKING AT EVERYMAN
Everyman Theatre's core values are People, Community, and Excellence. The organization is deeply committed to cultivating an atmosphere in which every individual is valued and to fostering a diverse and inclusive environment at every level. We believe that joy should be in our work and are passionate about taking care of one another, having fun, and getting the job done with excellence (in that order!). Everyman Theatre is proud to be an equal opportunity employer (EEO) and is committed to providing employees with a work environment free of discrimination and harassment of any kind. All employment decisions at Everyman are based on business needs, job requirements, and individual qualifications. Every application will receive equal consideration without regard to race, color, religion, gender identity, familial or parental status, sex, national origin, disability, age, veteran status, or genetics. Everyman seeks a broad spectrum of employees and is strongly committed to a diverse, inclusive, and equitable work environment. We encourage applicants from populations underrepresented in the theatre field, and applicants without theatre backgrounds, to apply.
Pay:
$58,000.00 - $59,000.00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance
