REP Front of House & Business Manager - Harry Potter: A Hogwarts Express Adventure

Job Title: Front of House & Business Manager - Harry PotterTM: A Hogwarts Express Adventure 

Division/Department: Rail Events Productions/Management

Reports To: REP Business Manager

Type of position: Exempt/Salary

Employee Classification: Seasonal

Compensation: $1450.00/wk

Job Summary

The Front of House & Business Manager for Rail Events Productions Inc. (REP) acts as the primary REP representative, responsible for all aspects of business in coordination with the REP Business Manager and the American Heritage Railways Accounting and Human Resource departments. Responsibilities include customer service, ticketing, food service, communications between production and train operations, and oversight of third-party contractors.

Essential Duties and Responsibilities

Work with the REP management team during preproduction, assist with day-to-day operations during the event, and participate in postproduction load-out

Assist in the hiring of ticketing, catering, and parking staff during preproduction

Responsible for coordinating and communicating FOH staff schedule and overseeing that event if fully staffed on all event dates

Responsible for submitting weekly payroll verification 

Maintain oversight and support of Box Office, Catering, and Parking (if applicable to location) Staff during the event as well as throughout load-in and load-out

Become familiar with the ETix ticketing system, help oversee box office and catering customer service agents; work closely with the Etix Director of Client Services and Director of Birmingham Customer Support for all customers and ticketing system needs (Etix ticketing system training will be provided)

Primary customer service manager when the need arises, including onboard seating issues

Conduct daily safety briefings and handle all incident reporting for passengers and employees

Inspect and prepare Front of House areas at the top of the day and secure Front of House areas at the end of the day, with the support of staff

Coordinate with the Stage Manager for a safe release of the train for each departure, and be present on the platform upon return

Work with the Box Office Supervisor and Catering Supervisor to maintain a weekly amenities inventory

At select locations, the FOH & Business Manager is responsible for overseeing the distribution of first-class bags and mugs for each departure

Work with the Catering Manager and food service employees; see that the quality and schedule are maintained, assist when needed

Become familiar with railroad safety rules and help oversee the event staff’s adherence to safety

Assist onboard production with any amenities or hospitality items that are necessary during or between runs

Assist with the distribution of staff meals 

Works with the entire event team to maintain a positive, enjoyable, and rewarding environment for all staff and passengers

Be able to manage the will-call staff during times when the Front of House & Business Manager is away from the Front of House 

Prepare Top of Day and End of Day Reports and distribute them to appropriate parties

Daily communications with all internal departments to ensure a smooth run of events as well as external contractors and passengers

Other duties as assigned

Qualifications

Front desk, reservation, customer service experience preferred

Experience and ability problem solving and leading a team in a live show setting preferred

Experience with special events and managing events preferred

Strong leadership skills

Possess a well-spoken manner for in-person communications

Initiative-taking and meticulous

Physically capable of lifting heavy objects

Must be 18 or over

Work Environment

Majority of work is performed onsite in an event space setting

Varying temperatures and weather conditions; both indoor and outdoor

Varied schedule requiring evenings, weekends, and overtime

Able to stand and walk on uneven or unsteady surfaces aboard a moving train

Time spent in and around active railroad yard(s)

What’s in it for you

Serve others and create a world of make believe and magic

Great industry pay and a chance to build upon your theater network and make lifelong connections

Enrich and positively impact the experience for all – big and small

Be part of an inclusive team in a supportive environment with high expectations for self and your fellow teammates

Working on Harry PotterTM: A Hogwarts Express Adventure is unlike anything you will ever do. This interactive and celebratory experience is a unique Rail Events production. The challenge of producing a full-length production on a moving train is one of the most rewarding experiences as an artist or technician. With a total cast and crew of 40-50 people onsite every day and the possibility of over 2,000 guests, our days can be fast paced but rewarding and fun. With such a fast-paced environment, the team at Rail Events Productions takes care to properly support and teach everyone the best ways to accomplish their jobs. We strive to build a space where employees are safe and encouraged to grow throughout their time with the company.

Rail Events Productions, an American Heritage Railways subsidiary, is an Equal Opportunity Employer.

All characters and elements © & ™ Warner Bros. Entertainment Inc. Publishing Rights © JKR.