Assistant Manager, Patron Services (Part-Time)

CHILDRENS THEATRE COMPANY • Minneapolis, MN

6d • $23 - $24 • Onsite

About The Position

This position is responsible for coordinating and leading shifts of part-time Front of House and Ticket Office Associates alongside and in the absence of the Front of House Manager and Ticket Office Manager. Responsibilities include ensuring adherence to theatre’s policies and procedures; helping create a safe, engaging, entertaining, and efficient audience experience; collaborating with the Stage Management, Front of House and Ticket Office teams to ensure patrons are seated promptly and the performances start on time; maintaining a positive and respectful attitude during times of great stress; communicate regularly with managers about employee and department issues; demonstrating regular and consistent attendance and punctuality; and participating in Children’s Theatre Company events as needed or required.

Requirements

• Demonstrated customer service skills including working with diverse groups of people
• Experience using Tessitura in a non-profit and/or arts organization in any capacity OR previous ushering experience in a non-profit or arts organization a plus; both is preferred, but not required
• Previous Ticket Office experience in a non-profit or arts organization a plus, but not required
• Demonstrated supervisory skills preferred
• Ability to quickly learn and use institutional programs such as Square, Microsoft Office, When2Work, Tessitura, and Paycom
• CPR/AED/First Aid Certification; training is provided for candidates who do not already possess this certification
• Active Shooter, Fire Evacuation, and Medical situation preparedness related to safety of guests and staff; training is provided for candidates who do not already possess this certification
• The position is required to be certified to sell and handle alcohol; training is provided for candidates who do not already possess this certification
• MUST be available for most performances that take place Wednesday-Sunday.
• Hours in July & August will differ depending on needs
• Availability for Wednesday-Friday mornings are a plus
• A commitment to ethical conduct in all respects of the work environment
• A commitment to creating a just, equitable and inclusive work environment
• A commitment to the protection of confidential information to which this position has access
• Willingness to wear CTC Front of House uniform and professional work attire
• Must be age 18 or older

Nice To Haves

• Experience using Tessitura in a non-profit and/or arts organization in any capacity OR previous ushering experience in a non-profit or arts organization a plus; both is preferred, but not required
• Previous Ticket Office experience in a non-profit or arts organization a plus, but not required

Responsibilities

• Foster a friendly, engaging, and inclusive atmosphere, interacting with patrons and establishing CTC spaces as safe and accommodating for all; encourage and motivate Associates to undertake this same initiative
• Demonstrate excellent customer service and communication skills, respond promptly to audience needs and requests for service and assistance during performances; work independently and handle most patron questions without assistance
• Assist Front of House Manager with concessions and merchandise inventory and deliveries.
• Ensure audience accommodation for all CTC access services during performances
• Supervise Front of House & Ticket Office associates during performances to ensure consistency in areas of audience engagement and customer service, Front of House policies and procedures, knowledge of CTC, and proper safety practices
• Document operational, customer service, or workplace concerns and elevate significant issues to the Ticket Office Manager or Front of House Manager for review
• Manage Lost & Found inventory, keep Lost & Found inventory organized and well-documented, including disposing abandoned items when necessary
• Display confidence, grace under pressure, and a desire to ensure that the audience experience is of the highest level. Lead Front of House and Ticket Office Associates in this same initiative
• Assist with maintaining staff schedules for Audience Services part-time staff, ensuring appropriate staffing levels are maintained to meet the needs of the departments.
• Collaborate with Front of House Manager on concession and merchandise sales reports and prepare deposits at the conclusion of nightly shows, reconciling any open issues and communicating any specific challenges to the Front of House Manager
• Provide back-up for Front of House and Ticket Office supervisors; cross-train in both areas and stay current on general practices.
• Manage inventory of CTC branded uniforms, reporting to Ticket Office Manager when ordering is necessary
• Demonstrate intermediate/expertise of the Tessitura ticketing system to support Ticket Office team and fill in when necessary, along with trouble shooting any issues with NScan or the individual ticket scanners
• Understand and execute point of point of sale system for merchandise and concessions sales and be able to troubleshoot issues independently
• Assist Education Team with camp/class check-in/check-out process, when needed
• Complete additional task/projects as assigned by Front of House Manager and/or Ticket Office Manager, including but not limited to: concession and merchandise product set up, event set up, and assistance with interviewing and training new front of house & ticket office associates
• Collaborate with all staff in the furtherance of CTC’s goal of being an anti-racist/anti-bias theatre that works towards Justice, Equity, Diversity and Inclusion
• Encourage and empower everyone to speak out against racist and/or biased workplace practices and policies
• Positively contribute to the ACT One platform, creating a future where our theatre is a home for all people, all families, reflective of our community

Benefits

• Training is provided for CPR/AED/First Aid Certification
• Training is provided for Active Shooter, Fire Evacuation, and Medical situation preparedness
• Training is provided for alcohol sales and handling certification

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed