Patron Services Manager
Job Description
Job Title: Patron Services Manager
Reports To: Director of Patron Services
FLSA Status: Full-Time, Exempt
The Peace Center is a major nonprofit performing arts center serving a growing and sophisticated audience in Greenville, South Carolina. It is the dominant performing arts center in the state and region. Built on a six-acre campus with an aesthetic mix of new architecture and historic buildings, the campus is at the hub of Greenville’s nationally recognized downtown.
The Peace Center venues include the 2,115-seat Peace Concert Hall, the 400-seat Gunter Theatre, the 1,400-capacity outdoor Peace Pavilion, Genevieve’s Lounge, and the Huguenot Mill which includes two event spaces: the Ramsaur Studio and the Huguenot Loft. Opening in 2025 will be two additional music venues: the 250-seat Mockingbird (a listening room), and the 1,150-capacity Coach Factory (a flat floor club).
Position Summary
Reporting to the Director of Patron Services, the Patron Services Manager is responsible for managing all Front of House (FOH) operations during events to include house management, cross-team coordination, merchandise, patron accessibility, safety, and all security positions.
The Patron Services Manager is responsible for FOH and Security staff work schedules, and recruits, trains, and retains team members to support our growing performance calendar. Under the Director of Patron Services, the Patron Services Manager ensures that guest safety plans are updated to reflect current best practices and manages the training calendar for the FOH and Security teams.
ESSENTIAL DUTIES (Include, But Are Not Limited To)
• Work with cross-team event staff (including F&B, Front of House, Security, Box Office, Engineering, and Building Services) to ensure successful execution of all public performances.
• Manage and create schedules for Front of House paid staff and volunteers and Security team.
• Ensure the highest levels of guest service and satisfaction are achieved by monitoring and documenting guest interactions and coordinating with Operations teams to reduce or eliminate friction points.
• 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, heavy repairs, or deep cleaning.
• Other duties as assigned
Qualifications
• Bachelor’s degree preferred.
• Experience in Venue Management (preferably in PACs) preferred.
• Knowledge of life-safety, ADA, and crowd management. Degrees or certifications in these areas are a plus.
• Experience with developing and conducting successful training programs.
• Extensive knowledge of Microsoft Word, Excel, Outlook and scheduling software.
• Excellent interpersonal and organizational skills are crucial. Superlative written and speaking skills are important.
• Strong time management, organization, and task prioritization skills.
• Experience using Artsvision, VenueOps, MindBody, Ungerboeck, or other time-space-data management applications helpful.
• 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.
Requirements
• Ability to work well with others.
• Ability to lead others with confidence and integrity.
• Able to work a flexible schedule including nights and weekends.
• 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.
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Paid Time Off
401(k)
EMPLOYEE ACKNOWLEDGMENT
Peace Center management has reviewed this job description to ensure that essential functions have been included. It is intended to provide a guideline for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all job duties and additional responsibilities may be assigned as appropriate. This document does not represent an expressed or implied contract of employment, nor does it alter your at-will employment. The Peace Center reserves the right to change this job description as deemed appropriate.
EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Location Peace Center
Entertainment Providers
Other
Full-time