Patron Services Supervisor

University of Colorado•Colorado Springs, CO

8d•$41,347 - $47,349•Onsite

About The Position

The Patron Services Supervisor supports the Ent Center for the Arts by overseeing daily box office and front-desk operations to ensure exceptional service and efficiency. This position supervises Patron Services Assistants, provides high-visibility customer service, and maintains consistent application of building procedures and ticketing policies. The role serves as a key operational leader during business hours and performances, coordinating closely with the Patron Services Manager, House Management, and Operations leadership. The Supervisor ensures accurate ticketing, reporting, and cash-handling processes while maintaining a welcoming, service-forward environment for all Ent Center programs. This position contributes directly to the Ent Center’s mission by upholding high standards of hospitality, communication, and compliance.

Requirements

Must have a Bachelor’s degree. (Substitution: Year-for-year professional experience in customer service, arts administration, or operations may substitute for the degree.)
Experience supervising employees in a professional environment is required.
Experience managing day-to-day operational workflows, resolving concerns, and support service excellence is preferred.

Nice To Haves

Experience supervising or coordinating front-line customer service teams in a fast-paced environment is highly desirable.
Experience working with CRM or ticketing systems—particularly Tessitura—is highly desirable.
Experience developing or delivering staff training is highly desirable.

Responsibilities

Serve as manager on duty for daily front desk and box-office operations, ensuring smooth, service-oriented patron experiences.
Address patron needs, ticketing issues, service escalations, collaborating with the Patron Services Manager, House Manager, and Director of Operations as needed.
Maintain comprehensive knowledge of all upcoming Ent Center events and programs; ensure staff are informed through updated Trello boards and shift communications.
Oversee cash-handling procedures, ensuring accurate deposits, proper training, and timely submission of financial materials.
Ensure the front desk and shared workspaces meet cleanliness and organizational standards.
Directly supervise 8–10 hourly Patron Services Assistants, ensuring appropriate staffing for business hours and all performances/events.
Manage scheduling and timekeeping using When to Work, On the Clock, and MyLeave, including timesheet approval and shift coverage adjustments.
Develop and deliver training on customer service, building policies, front-desk procedures, and Tessitura ticketing functions.
Review and respond to daily shift reports, elevating issues and ensuring follow-through on operational concerns.
Assist with box office setup, event builds, and post-show revenue settlement in Tessitura.
Update online ticketing pages (TNEW) and support voucher creation and complimentary ticket tracking for internal events.
Pull basic reports to support internal events, revenue tracking, and operational decision-making.
Process ticket transactions, subscription sales, event registrations, and patron communications as needed.
Prepare and send performance-specific patron communications using Prospect 2 automation tools.
Support general administrative tasks, including answering phones, responding to emails, and maintaining office supplies.
Provide on-site support during high-profile or high-volume event nights to ensure seamless operations.
Perform other duties as assigned to support the Patron Services Manager and overall Ent Center operations.