The Role
Supervise front-of-house staff during concerts and events to ensure exceptional guest experience. Manage staffing, pre-shift briefings, crowd control, emergency evacuations, training, cleanliness, supplies, and interdepartmental coordination. Serve as guest and staff escalation point and report incidents, maintenance, and shift recaps to venue leadership.
Summary Generated by Built In
Job Summary & Responsibilities
As a House Supervisor, you'll ensure exceptional guest experience in our iconic concert venues. You'll supervise and direct daily operations of front-of-house staff for concert and events, including ushers, guest service, and ticket scanners. Each day will bring new energy, world-class artists, and excited audiences ready to experience something special. As the ideal candidate you'll bring proven leadership in crowd management and customer service, fostering a welcoming environment that enhances the live music experience. Reports to Venue Leadership.
- Support front-of-house staff to provide exceptional guest experience. Respond to guest and employee needs with a positive demeanor and acting as a role model for staff. Share guest feedback with management.
- Guide staff to ensure event specific responsibilities are completed, and processes are followed from beginning to end of events.
- Conduct pre-shift department meetings to deliver direction, event logistics, and updates. Attend security meetings as needed. Prepare shift recap reports.
- Maintain cleanliness and organization. Ensure supplies are stocked and equipment is well-maintained. Report any maintenance issues to appropriate leadership.
- Support onboarding of new team members and support leadership in planning and delivering departmental training.
- Collaborate with all other depts to support execution of events.
- Assist in crowd control during emergency situations. Lead evacuation procedures when necessary. Guide guests and employees to designated locations and assist security and paramedics as required for guests in need.
- Model company guiding principles. Communicate and uphold corporate policies, safety and security procedures, and brand SOPs. Promptly report accidents, facility issues, or unsafe conditions to management.
- Perform other duties as assigned.
Education
- High school diploma or equivalent required
Experience
- 2+ years' venue or guest service experience preferred
- Supervisory experience preferred
Knowledge, Skills and Abilities
- Effective interpersonal and verbal communication skills
- Strong leadership skills with a focus on coaching, development, and clear communication of expectations
- Intermediate computer skills with Microsoft Office required
- Able to work a flexible schedule, including evenings, weekends, and holidays, to support business needs
Licenses / Certifications
- Must obtain CPR certification within 90 days of hire
- Must complete Crowd Management training upon hire
Physical Requirements
Speak, hear, and use non-verbal cues to communicate with guests. Near, distance and color vision for navigating ticketing and seating. Stand and walk for extended periods, including on uneven surfaces and while carrying items. Walk up and down stairs while navigating the venue. Regularly lift and carry up to 25 lbs. to carry materials or assist in set up/break down. Maintain mental and visual attention to respond to guest needs or emergencies.
Working Conditions
Entertainment environments, indoors and outdoors, with large crowds and elevated noise levels.
Skills Required
- High school diploma or equivalent
- 2+ years venue or guest service experience
- Supervisory experience
- Effective interpersonal and verbal communication skills
- Strong leadership skills focused on coaching and development
- Intermediate computer skills with Microsoft Office
- Able to work a flexible schedule including evenings, weekends, and holidays
- Obtain CPR certification within 90 days of hire
- Complete Crowd Management training upon hire
- Ability to stand and walk for extended periods, navigate stairs, and lift/carry up to 25 lbs
- Ability to assist in crowd control, emergency response, and evacuations
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The Company
What We Do
Opry Entertainment Group is a preeminent live entertainment and media company dedicated to country music lifestyle fans globally. Guided by an unparalleled country music legacy, the company connects artists and fans through unforgettable live experiences, iconic venues, and powerful storytelling. Their portfolio includes world-famous brands such as the Grand Ole Opry, Ryman Auditorium, ACL Live, and Ole Red, supported by a commitment to innovation and excellence in hospitality and media.
