Patron Services Manager

Atlas Performing Arts Center•Washington DC, DC

15h•Onsite

About The Position

The Patron Services Manager is responsible for overseeing all aspects of the box office and patron services, including managing staff, overseeing ticket sales and builds, managing the Patron Manager database, and ensuring a positive audience experience. This role requires strong leadership, organizational, and customer service skills, as well as the ability to work collaboratively with various departments and external stakeholders.

Requirements

Minimum three years of experience as a manager or member of a Box Office team in a high-volume ticket office required.
Experience with Microsoft Office and ticketing software required.
Ability to troubleshoot and solve problems effectively and efficiently.
Ability to multi-task under time constraints, manage and lead staff with a focus on customer service.
Excellent financial, administrative, and organizational skills with a strong attention to detail.
Patron Manager Admin Certification will be required upon hiring.

Nice To Haves

Multi-venue experience preferred.
Patron Manager / Salesforce preferred.

Responsibilities

Hire, supervise, train, evaluate and support all Patron Services staff inclusive of assistant managers, associates, and volunteers.
Schedule all staff as necessary to ensure ample staffing relative to business needs.
Manage department costs in line with approved annual budget.
Provide Reception desk coverage as needed.
Train in building security and obtain necessary certifications in Fire/Life/Safety protocols.
Work collaboratively with Programming, Production, Marketing, Development, and Finance relative to ticket builds, ticket sales, staffing, registrations, and financial reporting.
Oversee training of Patron Services staff in Café operations as needed to support café operations.
Serve as a Manager on Duty during performances and events in conjunction with Assistant Patron Servies Manager while working collaboratively with Production Managers on Duty.
Perform other duties as assigned.
Oversee and manage all ticket builds for Atlas Presents and Rentals.
Work with all clients to ensure a smooth and successful ticketing process.
Oversee and manage all ticket allocations to include third party sales, ADA compliance seats, and all other ticket holds, both internal and external.
Provide all requested box office sales reports to internal and external stakeholders.
Work in conjunction with the Marketing Manager to support all marketing and sales functions within the box office.
Coordinate group sales and spearhead sales initiatives.
Support customer journey best practices and overall audience experience.
Assist in the management of accounting and fiscal control of all monies, tickets and other valuables in the box office.
Prepare and distribute daily ticket, cash, check, and credit card reconciliation reports for Finance Department.
Oversee and manage the assistance of all patrons, artists and clients at the Atlas Box Office who are purchasing or reserving tickets in person, over the phone, or via email using Patron Manager software as well as processing of any third-party requests.
Oversee and manage Patron Manager database ensuring that it is clean and functional through regular de-duping and qualification of contact records.
Manage Patron Manager CRM and obtain Patron Manager Admin Certification.
Participate in ongoing Patron Manager training as needed to remain current with all updates in software functionality.