Theatre Customer Service Manager

Florida Atlantic University•Boca Raton, FL

9d•Onsite

About The Position

The Theatre and Dance Department at Florida Atlantic University is seeking a Theatre Customer Service Manager in Boca Raton, FL. To provide an excellent patron experience at all performances, the Service Manager oversees the supervision and training of the head ushers and volunteers. This position coordinates multiple venue performances on the same evening with volunteer and staff assistance, ensuring excellent customer service from front-of-house staff. This role manages the front of house operations, in conjunction with or in the absence of the chair or director by making decisions regarding production emergencies, safety, and financial interests of the college. This Service Manager provides leadership in emergency situations, including fire alarm and inclement weather warnings.

Requirements

A master's degree from an accredited institution in an appropriate area of specialization; or a bachelor's degree from an accredited institution in an appropriate area of specialization and two years of appropriate experience required.
Ability to perform the physical demands of the position including objects weighing up to 50 pounds required.

Responsibilities

Learn, assist, and train in evacuation procedures and emergency conditions.
Exhibit appropriate, professional, and corporate demeanor, considerable tact, and courtesy when interacting with members of the public in a variety of situations.
Distribute information, manage and coordinate Head Ushers, Volunteers, Parking Garage, and Police activity.
Staff and organizes all public and preview performances.
Manages printed program distribution and secures programs and other patron materials.
Maintains the appearance of the lobby and all public areas; communicates with Facilities as necessary to ensure a clean environment.
Resolves conflicts with any patron issues.
Trains, schedules and/or supervises Assistant House Managers and Backup House Managers.
Recruits and coordinates volunteer ushers.
Coordinates performance timelines with stage management, including preshow chats, curtain speeches, intermission, and post-show chats.
Maintains ticket-scanning equipment, hearing impaired devices, and walkie-talkies for communicating with stage manager.
Prepare and distribute appropriately all identified Front of House reports.
Works closely with chairs and directors to ensure proper front of house staff is in place for all performances.
Post proper directional signage, guiding patrons to the correct theatre.
Attend pre-audience previews as needed to support production operations.
Manage late seating in accordance with departmental/college policy.
Coordinate with box office to address unique seating requests for VIP, award judges, and critics.
Performs job-related duties as assigned.

Benefits

Medical (PPO/HMO $50 per month single & $180 per month family)
Dental
Vision
Life Insurance
Flexible Spending plans
Employee Assistance Program (EAP)
State retirement options including tax-deferred annuities and Roth 403(b) plans.
State employees Public Service Loan Forgiveness (PSLF) program.
Sick Leave Pool Program.
Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at President’s discretion).
Paid Community Engagement Volunteer Service Day
Employee Educational Scholarship Program (EESP) for eligible Staff/Faculty - Tuition assistance after 6 months of full-time employment.
For in-unit faculty, the EESP program may be extended to spouses and dependent children (eligibility rules apply).