Theater Patron Services Supervisor

City of Cerritos•Cerritos, CA

14h•Onsite

About The Position

Under direction of the Theater Patron Services Manager, this role supervises and oversees Box Office, Special Events and Front-of-House staff and activities for the Theater Department at Cerritos Center for the Performing Arts (CCPA). The position is responsible for maintaining a customer service environment for patrons, donors, artists, and guests, implementing policies, systems, and best practices. Key duties include supervising ticketing activities, seating arrangements, ushering, special events, sales, concessions, artist hospitality and catering, and other related guest services. The role involves determining work schedules, assigning tasks, and supervising staff and volunteers.

Requirements

Associates’ degree in Theater, Business, Finance, or a related subject.
Three (3) years of experience in a theatrical, event or entertainment venue box office, front-of-house position, and/or special events, or related experience.
Knowledge of computerized ticketing system and scheduling software.
Knowledge of digital and online ticketing platforms and customer engagement tools.
Knowledge of operation of a content management system (CMS) to a website.
Knowledge of customer service techniques and accessibility standards (e.g., ADA compliance).
Knowledge of computer software applications such as word processing, spreadsheets, staff schedulers, and database operations.
Knowledge of basic bookkeeping, cash handling, and financial recordkeeping.
Knowledge of employee training, scheduling, and supervision principles.
Ability to supervise and guide a large, diverse team of employees and volunteers.
Ability to handle multiple projects, adapt to change, and address challenging situations.
Ability to communicate effectively, both orally and in writing.
Ability to provide and execute supervision of Patron Services operations and staff for a variety of live and special events.
Ability to maintain accurate records and generate customized reports.
Ability to establish and maintain strong working relationships with colleagues, patrons, and external stakeholders.
Ability to work under strict deadlines.
Ability to maintain a safe and productive work environment.
Ability to work flexible hours, including evenings, weekends, and holidays.
Ability to drive a motor vehicle.
Possess a valid California class “C” driver’s license.

Responsibilities

Supervises and organizes activities and staff assigned to Front of House, Box Office, and Special Events.
Develops work plans and schedules for staff.
Reviews staff performance, recommends corrective actions, and ensures compliance with policies and practices.
Prepares and implements division procedures, safety protocols, and customer service standards.
Manages ticketing systems, event creation, seat maps, pricing strategies, ticket sales policies and practices, and other ticketing related components.
Oversees customer service operations, accessibility compliance, concessions, and venue access control.
Develops and maintains staff manuals, training programs, and patron services records.
Prepares billing, invoices, performance data for performances, rentals and user groups.
Coordinates with Theater Operations to address performance-related issues.
Oversees hospitality, catering, and concessions, ensuring contract compliance and inventory management.
Plans and executes special events at CCPA and other City-sponsored activities.
Oversees local school coordination for CCPA’s Arts Education program.
Collaborates on selecting CCPA programming and performances.