Patron Services Manager

About This Role

Manage all Front of House (FOH) operations during events, including house management, cross-team coordination, merchandise, patron accessibility, safety, and security. Recruit, train, and retain FOH and security staff for a busy performing arts center.

Responsibilities

• Work with cross-team event staff (F&B, FOH, Security, Box Office, Engineering, Building Services) including to ensure successful execution of all public performances
• Manage and create schedules for Front of House paid staff, volunteers, and Security team
• Ensure the highest levels of guest service and satisfaction are achieved by monitoring and documenting guest interactions
• Welcome guests, obtain feedback, and effectively resolve guest concerns
• Serve as FOH leadership for performance events
• Effectively recruit and train paid and volunteer usher staff
• Evaluate Peace Center accessibility processes and identify additional resources to meet or exceed ADA standards
• Collaborate with all Peace Center departments, resident companies, and rental clients to ensure the overall success of events
• Monitor and maintain standards for lobbies and audience chambers and coordinate with other departments for upgrades, repairs, or deep cleaning

Requirements

• Experience in theater venue management (preferably in a high volume, multi venue)
• Experience leading, directing and managing large scale volunteer teams
• Knowledge of life-safety, ADA, and crowd management
• Experience with developing and conducting successful training programs
• Extensive knowledge of Microsoft Word, Excel, Outlook and scheduling software
• Excellent interpersonal and organizational skills
• Superlative written and speaking skills
• Strong time management, organization, and task prioritization skills
• Demonstrated management experience in group assemblies of 250+ persons
• Ability to preemptively direct staff to avoid potential problems or minimize undesirable impacts
• Exceptional guest service and a commitment to exacting standards of customer care
• Ability to tactfully handle challenging situations while maintaining a focus on a positive guest experience
• Ability to work well with others
• Ability to lead with confidence and integrity
• Critical thinking and good judgment
• Work well under pressure both independently and as a team
• Flexibility to adapt to a dynamic work environment
• Ability to stand and walk for long periods of time, climb stairs briskly, lift 35 pounds, stoop, bend, read in low light, work in heights, push and pull, respond quickly, and communicate clearly

Qualifications

• Bachelor’s degree preferred
• Experience in theater venue management (preferably in a high volume, multi venue), experience leading and managing large scale volunteer teams, demonstrated management experience in group assemblies of 250+ persons

Nice to Have

• Degrees or certifications in life-safety, ADA, and crowd management
• Experience using Artsvision, VenueOps, MindBody, Ungerboeck, or other time-space-data management applications

Skills

* Required skills