Guest Services Manager

Opera Philadelphia•Philadelphia, PA

About The Position

Opera Philadelphia is seeking a Guest Services Manager to ensure the efficient daily operation of the Guest Services Department. This role involves acting as a shift supervisor, managing department workflow, and developing department processes and procedures. The Manager will provide leadership and guidance to Guest Services Associates and will be responsible for all Opera Philadelphia artistic, press, and industry ticketing operations. A key aspect of this role is possessing expert knowledge of Opera Philadelphia performances, events, and streaming programs to deliver an extraordinary, concierge-style customer experience. Additionally, the Manager will be responsible for data reporting, including designing reports using Tessitura Analytics to analyze audience and sales data.

Requirements

High school diploma or equivalent required.
3+ years of customer service in sales, ticketing services, or hospitality
Experience directly managing staff
Possess expert product knowledge and enthusiasm for opera
Outstanding customer service skills
Visible leadership skills
Ability to communicate priorities as part of a close team
Excellent verbal and written communication skills
Ability to interact with people from diverse backgrounds
Meticulous attention to detail and strong organizational skills
Working knowledge of Microsoft Office/Outlook/Excel/Power BI
Ability to successfully thrive under pressure and navigate competing priorities on tight deadlines
Good work ethic, high standards, and the ability to work in a team environment
Must exercise good judgment, show initiative, and handle sensitive data in a trustworthy manner
Discretion, maturity, and composure, especially under pressure
Interest/knowledge in opera, music, or the performing arts
Ability to work flexible days and hours to provide proper coverage.
Occasional weekend and evening work required.

Nice To Haves

Associate degree preferred
Knowledge of DAX, M (Power Query), a plus
Familiarity with ticketing software, preferably Tessitura, a plus

Responsibilities

Provide concierge-style customer service for all Opera Philadelphia guests
Serve as a front-line team member by facilitating orders and inquiries via multiple channels (inbound phone, chat, email, mail, fax, and in person)
Process subscription/package sales, ticket orders, exchanges, ticket donations, and contributions; ensure accuracy for financial accountability and reporting
Possess expert product knowledge and enthusiasm for opera
Responsible for creating and administering the complimentary ticket program, including artistic, press and industry needs
Make product recommendations and actively upsell ticket packages, engagement events, and memberships to build patron affinity
Work with internal partners on the creation and maintenance of reports using Tessitura Analytics.
Responsible for coordinating ticketing special offers and discount setup internally, and with third-party vendors
Assist in the creation and recording of Guest Services departmental procedures and standards
Assist in the creation and management of performances using established standards
Create monthly schedule for Guest Services Associates
Act as a shift supervisor for Guest Services Associates
Provide and create analysis for Guest Services budget tracking
Mentor Guest Services Associates
Serve as training supervisor for new Guest Services staff; schedule and facilitate refresher trainings for all ticketing areas.
Manage departmental hold codes and provide analysis and recommendations to management when needed
Act as a liaison between various internal and external constituents and the Opera Philadelphia box office to process orders and ensure accurate distribution in various performance venues
Oversee Opera Philadelphia’s Group Sale Program
Monitor designated email inboxes and delegate appropriate inquiries to Guest Services Associates
Participate in targeted outbound sales efforts and provide analysis
Field customer service issues, record patron feedback and preferences, and identify prospects for further cultivation
Perform quality assurance duties as requested by Director of Guest Services
Serve as an Opera Philadelphia representative at performances and events
Assist with mailings, patron correspondence, and data entry projects
Participate in ongoing consumer research and analyze data collected
Support the VIP ticketing inventory and process: Coordinate answering and service on the VIP Services phone line with the Philanthropy team
Confer with the Chief Philanthropy Officer and Associate Director of Individual Giving regarding development holds that are needed for the season, and when those holds should be released
Collaboration with Director of Events on distribution of printed tickets at pre-performance dinners & other events
Related duties as assigned