Front of House Manager

Job Title: Front of House Manager

Seasonal Employment

Location: Festival Fright Nights at Winchester Mystery House 525 S Winchester Blvd San Jose CA 95128

Step into the excitement of Thirteenth Floor Entertainment Group the nations leader in immersive story-driven live events and haunted attractions. As part of our seasonal team youll help create unforgettable experiences that thrill and delight guests across the countryfrom heart-pounding haunted houses to innovative special events. With a legacy of pushing the boundaries of themed entertainment and a culture fueled by creativity collaboration and fun working here means joining a passionate community that brings world-class scares and smiles to life every night. If youre ready to be part of the magic behind the screams we want you on our team!

Job Summary

The Front of House Manager at Thirteenth Floor Entertainment Group is responsible for overseeing all front of house operations. This role manages the Event Entry team consisting of one lead and nine staff members tasked with answering guest questions scanning tickets and managing entry queues. Additionally there are two staff members assigned to Outside Guest Services. The Front of House Manager provides operational leadership and ensures excellent customer service in a fast-paced entertainment-focused environment.

• Department Oversight: Supervise and coordinate the following teams:
  • Event Entry: Ticket Scan Entry Queues (1 Lead 9 Staff)
  • Guest Services: Exterior Guest Services Exit Staff (3 Staff)
• Staff Management: Recruit train schedule and motivate leads and staff to deliver excellent guest service and operational efficiency.
• Performance Monitoring: Set clear expectations monitor team performance and provide coaching and feedback to ensure high standards and compliance with company policies.
• Operational Leadership: Ensure smooth daily operations troubleshoot issues in real time and coordinate with other departments to optimize guest flow and satisfaction.
• Customer Experience: Resolve guest concerns promptly and professionally maintaining a positive and welcoming atmosphere at all times.
• Safety & Compliance: Uphold safety protocols and company policies including emergency procedures and cash handling standards. The position will be the main point of contact during show hours for our contracted security team conducting bag checks and security screenings in the entry queue.

Requirements

• Must be 18 and over to apply to this position
• 3 years of supervisory or management experience in event operations hospitality or entertainment.
• Strong leadership communication and conflict resolution skills.
• Proven ability to manage multiple teams and priorities in a fast-paced environment.
• Experience with ticketing retail operations and guest services preferred.
• Availability to work evenings weekends and holidays during event seasons.

Thirteenth Floor Entertainment Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status