Front of House Supervisor

Salary: $68,621.00 - $91,958.00 Annually
Location : Elgin, IL
Job Type: Full Time
Job Number: 20251203-1
Department: Cultural Arts and Special Events
Division: Hemmens Cultural Center
Opening Date: 12/03/2025
Closing Date: 12/24/2025 11:59 PM Central

POSITION OVERVIEW

The Front of House Supervisor performs intermediate professional and technical work in overseeing the operation of the box office, scheduling ushers and other front of house staff, coordinate concessions (in-house and external), hospitality and event coordination; does related work as required. Work is performed under the general supervision of the Cultural Center Manager. Supervision is exercised over Box Office personnel and volunteers.

The ideal candidate will have strong organizational and customer service skills, experience in theatre or hospitality, and the ability to lead a team effectively and efficiently. The ideal candidate will be collaborative and supportive in nature, innovative and thoughtful with an eye always on the full experience of the audience member/artist/renter while being cognizant of limitations. This candidate will work with the DCASE and City of Elgin staff to further solidify Elgin's reputation as a city of the arts.
ESSENTIAL DUTIES AND RESPONSIBILITIES

This is light work requiring the exertion of up to 20 pounds of force occasionally, up to 10 pounds of force frequently, and a negligible amount of force constantly to move objects; work requires climbing, balancing, reaching, standing, walking, fingering, grasping, and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; visual acuity is required for preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, determining the accuracy and thoroughness of work, and observing general surroundings and activities; the worker is subject to inside environmental conditions, and noise.
KNOWLEDGE, SKILLS AND ABILITIES

Thorough knowledge of standard office practices, procedures and equipment; thorough knowledge of box office operations and practices; general knowledge of accounting procedures related to ticket sales; general knowledge of the operation of the theatre or public assembly facilities; ability to maintain financial and statistical records and accountability systems for admission tickets and receipts; ability to establish and maintain effective working relationships with other employees, promoters and the general public. Knowledge of and experience with Public Assembly Venue Ticketing Systems and Practices. Ability to work with various City of Elgin departments.

• Professional level of verbal and written communication skills.
• Fast learner with a strong work ethic and a high sense of responsibility in an ever-changing environment.
• Must be able to handle sensitive matters and exercise excellent judgment.
• Ability to work independently and within a team to perform multiple prioritized tasks.
• Detail-oriented with a strong ability to work under pressure to meet strict and fluid deadlines.
• Eagerness to support others.
• Passionate about live music and performing arts.
• Ability to work a flexible schedule, as needed.
• Excellent written and verbal communication skills.
• Comfortable with making changes on short notice.
• Strong proficiency in computer skills, including use of MS Office, BOX, Slack, Salesforce, Canva, etc.
• Strong eye for creative detail and deep knowledge of the entertainment, live performance, and theater world.
• Superior customer service, public speaking, and presentation skills.
• Experience working with events and volunteers.
• Must possess strong organizational skills.
• Ability to work weekends and extended hours when necessary.
• Must be physically capable of lifting boxes up to 50 lbs. setting up tables and pop-up tents, hanging banners and other similar duties.
• Bilingual preferred.

MINIMUM QUALIFICATIONS

EDUCATION AND EXPERIENCE:
Any combination of education and experience equivalent to graduation from an accredited college or university with major course work in accounting or related field and considerable clerical experience including experience in box office operations.

• Experience in a management or supervisory role for a minimum of 3 years.
• Event management experience considered an asset.
• Experience with contracts and negotiating considered an asset.
• Familiarity with marketing and marketing practices considered an asset.

Vacation

• 1 to 5 years of service - 2 weeks
• 6 to 10 years of service - 3 weeks
• 11 to 21 years of service - 4 weeks
• 22 or more years of service - 5 weeks

The city manager, in the city manager's discretion, may also include up to eleven (11) years of non-City of Elgin prior professional or supervisory service of an employee in the same or similar field in determining years of service of an employee for the purpose of vacation at initial hire. If an employee is granted vacation accrual in a higher range than one (1) to five (5) years of service, he or she shall not advance to the next range until he or she has attained the required number of years of service with the city for such range.

The accumulation of vacation leave shall be limited as provided by Ordinance No. S11-09, as amended.

Sick Leave - Fifteen (15) days (in 12-hour increments for Fire shift personnel) will be placed on account when commencing employment, plus annual accrual of one day (8 hours) per month. Employees may accumulate sick leave up to a total maximum accrual of 241 sick days, which is the equivalent of 1928 hours of sick leave.

Life Insurance - in an amount equal to the nearest $1,000 of the employee's annual base salary.

Holidays - New Year's Day, Martin Luther King Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve.

• Fire shift personnel shall receive additional pay for hours actually worked on holidays at a straight-time rate. Twelve (12) hours of personal time off for each holiday which falls on a scheduled day off as well as for each of any undesignated holidays shall also be received by fire shift personnel.
• Police shift will additionally receive President's Day, Easter Sunday, Columbus Day, and Veteran's Day. Police shift personnel will receive additional eight (8) hours holiday pay at their straight-time hourly rate whether the holiday is worked or not.
• Public Safety Communications Shift Supervisors - Public safety communications shift supervisors who are scheduled to and actually work on a holiday shall receive one hour of holiday pay at his or her straight time hourly rate of pay for each hour actually worked on a holiday not to exceed twelve hours of holiday pay for a holiday. A telecommunications supervisor who does not work the holiday will receive eight hours of holiday pay at his or her straight time hourly rate of pay.

Personal Days - Three (3) personal days shall be provided per year but not including Fire shift personnel. Employees commencing employment between January 1 and June 30 in a year shall receive all three (3) personal days for such year. Employees commencing employment between July 1 and December 31 in a year shall receive one (1) personal day for such year. Employees in the Public Safety Communications Shift Supervisor position that are assigned to a 12-hour work day shall instead receive 36 hours of personal time if they commence employment between January 1 and June 30 in a year and 12 hours of personal time if commencing employment between July 1 and December 31 for such year.

Longevity Pay - Effective March 14, 2010, employees hired prior to January 1, 2010, shall receive as additional earnings annual longevity pay in the amount of an additional 4% of the employee's annual salary. Longevity pay shall be paid to employees in installments with each payroll. Employees hired on or after March 1, 2010, shall not be eligible for or receive longevity pay.

Sick Leave Conversion

Sworn Police Management - Sworn police management employees may accumulate sick leave up to a total maximum accrual of 241 sick days, which is equivalent to a maximum of 1,928 hours of sick leave time. In recognition of non-use of sick leave time, police management employees shall be eligible for a severance sick leave conversion payment upon separation from employment. Such severance payment shall be equivalent to twenty-five percent (25%) of the value of the employee's accumulated and unused sick leave as of the effective date of the employee's separation from employment and shall be paid to the employee in a lump sum, minus any applicable deductions. For the purposes of this section, the employee's hourly wage shall be equivalent to the employee's hourly wage rate inclusive of annual longevity pay paid to the employee, if any.

IMRF Employees - Upon retirement or leaving city employment in good standing, general employees may be eligible to convert accrued sick leave for severance pay. Employees with accrued sick leave of more than 720 hours may convert up to a maximum of 480 hours of sick leave for severance pay, provided the remaining balance of accrued sick leave does not total less than 720 hours. Such conversion shall be at the rate of 24 hours of sick leave for eight hours of severance pay, not to exceed 160 hours of severance pay.

Accrued sick leave applied by an employee for IMRF service credit shall not be eligible for sick leave conversion for severance pay. The provisions of this section shall not apply to police management employees.

Fire Pension Employees - Upon retirement or leaving city employment in good standing, fire pension-eligible employees may be eligible to convert accrued sick leave for severance pay. Employees with accrued sick leave of more than 1,080 hours may convert up to a maximum of 720 hours of sick leave for severance pay, provided the remaining balance of accrued sick leave does not total less than 1,080 hours. Such conversion shall be at the rate of thirty-six (36) hours of sick leave for twelve (12) hours of severance pay, not to exceed two hundred and forty hours (240) hours of severance pay.

Sick Leave Conversion For Vacation Leave - Accrued sick leave over 480 hours (60 days) (or over 720 hours (60-12 hour days) for fire shift employees) may be converted at the rate of three (3) days of sick leave for one (1) day of vacation leave. Such conversion is limited to a maximum of five (5) days of vacation leave (or 12-12 hour periods for fire shift employees) in any one calendar year. The minimum balance of sick leave after such conversion shall not be less than 60 days.

Medical Insurance

Comprehensive major medical insurance program for employee and dependents with employee option to continue coverage upon separation from employment according to one of the available coverage options. Effective March 1, 2010, for employees hired on or after March 1, 2010, the City will pay 80% of the specified premium for the coverage selected (i.e., single, single plus children, single plus spouse, or family) and the employee will pay via payroll deduction the remaining 20% of the specified premium. Employees who have alternative health insurance coverage may elect to discontinue to participate in the City's health insurance plan pursuant to the City's health insurance opt out program adopted pursuant to Resolution No. 05-38, as amended by Resolution No. 09-24. The opt out benefit to such employees shall be in the annual amount of $3,000 prorated based upon employment with the city during the applicable plan year and shall be paid at the employee's option either to a Health Reimbursement Account or in the form of additional compensation to the employee to be paid in a lump sum, less appropriate deductions, on the first check in December in the applicable plan year.

Paid Parental Leave - Employees subject to this ordinance are eligible to receive a total of eight (8) weeks of paid parental leave within any said 12-month period, measured backward from the date a leave is taken, for the birth and care of the employee's newborn child, or for the placement of a child, younger than eighteen (18), with the employee for adoption or foster care.

To be eligible for paid parental leave, employees must:

• Have worked for the city for at least twelve (12) months; and
• Have completed at least 1,250 hours of work in the preceding twelve (12) months.

Conditions of Use:

• Paid parental leave must be taken in a continuous block of time.
• Leave must be used within the 12-month period beginning on the date of birth or placement.
• Employees must apply for and be approved to utilize Family and Medical Leave (FMLA), which will run concurrently with paid parental leave.
• Eligibility and use of leave will be subject to guidelines established by Human Resources and approved by the City Manager.

Payout Prohibition:

Under no circumstances will unused paid parental leave be paid out, including but not limited to instances of separation from employment.

Fire Battalion Chiefs - Fire Battalion Chiefs shall be paid at their current hourly rate of pay at straight time for hours worked filling a vacant shift position on a scheduled day off which otherwise would have been filled by overtime. This provision shall relate only to shift positions only and not any other duties.

Sworn Police Uniform Allowances - $50 uniform allowance differential for Sworn police management personnel above the authorized annual employee allowances for the Police employee group, in addition to providing replacement for uniforms damaged while on duty.

Sworn Police Court Appearance - Sworn police management personnel shall receive compensation for court appearance on days off at a rate equivalent to 150% of their current hourly rate of pay for actual hours with a minimum of two hours pay. Total compensation for standby for court duty on day off is $40. Police Lieutenants and Police Sergeants shall be paid at a rate equivalent to 150% of their current hourly rate of pay for hours worked over 8.25 hours per day. Police Lieutenants and Police Sergeants shall have the option of compensatory time for hours in excess of their regular 8.25 shift hours with a maximum accrual of 80 hours.

Sworn Police Management Voluntary Fitness Program - Sworn police management personnel shall be eligible to participate in the police department's voluntary physical fitness program under the same terms and conditions provided for other police department employees.

Language Proficiency Stipend - Management employees who are certified by the City or a third party selected by the City to be proficient in Spanish, Laotian or sign language shall be paid a stipend of $50 per month. It must be used in their job.
Additional benefits include
• Vision
• Dental
• Voluntary Life
• Flexible Spending account
• Retirement - IMRF
• Employee Assistance Program (EAP)
• Deferred Compensation
• Direct Deposit
• Open Door Policy
• Centre membership
• In-house training programs

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