Patron Services Manager
Position Summary
The Patron Services Manager/House Manager is responsible for managing all front-of-house operations. They will develop and maintain procedures and staffing to ensure welcoming, courteous, and accommodating experience for Peace Center guests. The areas of responsibility include house management, merchandise, and patron accessibility.
ESSENTIAL DUTIES (Include, But Are Not Limited To)
• Works with the Operations department heads (F&B, Front of House, Security,) and other support staff (Building Services, Box Office, Production) to ensure successful execution of all public performances.
• Manage and create schedules for Front of House paid staff and volunteers.
• Actively participates in providing input and assisting with security staff scheduling at the discretion of the Director of Operations' request, including, but not limited to use of scheduling programs to staff security for campus events.
• Ensures the highest levels of guest service and satisfaction are achieved and maintained.
• Interacts with guests to obtain feedback on satisfaction and effectively addresses guest complaints.
• Continuously assess staff performance to identify strengths and weaknesses.
• Lead in the creation of a guest service philosophy and program that will exceed guest expectations.
• Provide front-of-house leadership for all campus events with an eye toward upholding excellent guest service and experience.
• Maintain an effective recruitment and training program for paid and volunteer usher staff.
• Create materials to communicate department standards and policies.
• Monitor Peace Center accessibility assets and identify resources to meet or exceed ADA standards, including communication with staff and guests.
• Work with all departments, Resident Companies, and rental clients to ensure the overall success of events.
• Address patron and usher issues, work with other staff for resolution if needed.
• Maintain standards for lobbies and audience chamber readiness and ensure front-of-house is clean, set-up and ready for guests always.
• Other duties as assigned.
Qualifications
• Bachelor's degree preferred.
• Minimum of five (5) years of experience in House Management.
• Working knowledge of life-safety, ADA, and Crowd Management compliance.
• Experience with developing successful training programs for front-of-house staff.
• Extensive knowledge of Microsoft Word, Excel, and Outlook.
• Excellent written and verbal communication, interpersonal and organizational skills necessary.
• Solid time management, organization, and prioritization skills.
• Experience using Ungerboeck / Momentus
• Demonstrated experience in the management of a public assembly venue, preferably at a PAC.
• Ability to see "the big picture" and how various departments' roles can affect the performance and the guest experience to foresee and avoid potential problems.
• Experience in the implementation of exceptional guest service, and commitment to exacting standards of customer care, are essential for this position.
• Experience and passion for developing staff and volunteers in public facing roles.
• Must be able to tactfully handle difficult situations with the utmost patience and focus on guest service.
• Strong organizational skills and ability to switch focus on priorities without getting frustrated
• Strong knowledge of computers, ability to multi-task, analyze and problem-solve are critical skills required for this position
• Must be able to work flexible hours.
Requirements
• Ability to lead others with confidence and integrity.
• Must be able and willing to work irregular hours including evenings and weekends, depending on event schedule.
• Critical thinking and good judgement
• Work well under pressure.
• Ability to sit and stand for long periods of time.
• Able to lift to 50 lbs.
Entertainment Providers
Other
Full-time