Patron Experience Manager on Duty
About The Position
The Patron Experience Manager on Duty oversees front of house operations each performance date for the Bonfils Theatre Complex, Garner Galleria Theatre, Randy Weeks Conservatory Theatre, and occasional off-campus venues as needed. This position provides exceptional service to patrons attending shows and provides management support to the House Managers and volunteer ushers and ensuring the theatre, lobby, and auxiliary locations are safe, clean and in working condition. The Patron Experience Manager on Duty also supports accessibility initiatives in the theatres listed above as well as for Broadway productions presented by DCPA and occasionally assists with administrative and operational projects of the Patron Experience department. This position is part-time and hourly; available hours are based on the DCPA performance schedule and fluctuate throughout the year.
Requirements
- Experience in front of house management, event management, or customer service.
- Excellent communication (written and verbal), interpersonal, and customer service skills.
- Ability to supervise both employees and volunteers.
- Demonstrated ability to handle a fast-paced environment calmly and efficiently.
- Demonstrated ability to troubleshoot and solve problems successfully in high-pressure situations.
- Strong organization and time management skills
- Ability to adhere to compliance and security and safety procedures
- Basic computer skills with some knowledge of Microsoft Office, including Excel, Word, and Outlook.
- Must be able to lift 30 pounds
- Position requires walking, climbing stairs, reading tickets in various forms, using technology including computers, ticket scanners, radios, earpieces and microphones.
Nice To Haves
- Experience in Volgistics helpful.
Responsibilities
- Provides exceptional customer service.
- Supports patrons with accessibility requirements, including solving seating concerns in coordination with Box Office.
- Responsible for usher check-in procedures, night-of show usher conversations, lobby safety checks and resolving on-site patron complaints with Box Office team.
- Oversees the training and performance of all lobby volunteer positions including ticket scanners and patron services volunteers.
- Oversees the House Management team during show shifts to ensure smooth show, from pre-show to end of show experiences.
- Clearly communicates with Engineering, Facilities, Events and Box Office to resolve any noise, facility, or temperature concerns during a performance.
- Communicates front of house notes into a concise and professional report which is nightly distributed to the current internal email list.
- Communicates additional notes, including usher concerns or compliments, situation details, via spreadsheets, common note files, and volunteer management system.
- This position is a part of the Crisis Management Team in coordination with Security, the Stage Manager, and the Events Manager in case of emergency situations in the theatres of the Bonfils Complex and Garner Galleria Theatre. The Patron Experience Manager on Duty will work to resolve the issue with first response personnel, production team and security.
- Assists in scheduling volunteer ushers via Volgistics system and updating performance notes for staff and volunteers.
- Assists with administrative and operational duties or special projects of the Patron Experience department as needed.
- Serve as a House Manager, Accessible Liaison, or as other support when required.
Benefits
- Sick Time Accruals
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What This Job Offers
Job Type
Part-time
Career Level
Mid Level
Education Level
No Education Listed
