This position ensures that public spaces and performance venues are ready for guests and maintains a safe, lively, and engaging environment for all. This role is highly visible and interacts with patrons, vendors, Board Members, community members, guest artists, and Everyman’s Resident Company of Artists. This role has regular interaction with all Everyman employees and serves as a member of the Marketing/Communications (MarCom) team. Candidates should have a real passion for customer service and a commitment to enhancing each patron’s experience at Everyman Theatre.
PRIMARY JOB FUNCTIONS + RESPONSIBILITIES:
Support and represent Everyman in all activities required to provide a positive customer environment and to ensure a safe, pleasant, and memorable patron experience
Management of all Front-Of-House (FOH) operations and a team of two to three full-time and 20+ part-time staff
Establish and maintain standards of excellence in accordance with industry trends and best practices and oversee staff training to deliver exceptional customer service
Work with MarCom teammates to create, execute, communicate and fulfill all special offers and discounts, and help maintain the messaging and through-line consistency of all marketing efforts
Update, maintain, and execute all Patron Services-related policies and procedures
Develop and manage the annual operating budget for all patron services functions
Oversee all FOH safety procedures and training and make recommendations on new practices
Management of FOH vendors and partners, including but not limited to security, parking, concessions, and coordination of Everyman volunteer services
Monitor and ensure smooth lobby traffic, access, and seating for performances and events
Anticipate and meet the requirements of special needs patrons, and make recommendations for ongoing improvements in this area
Maintain standards for audience readiness and ensure egresses and traffic flows are ready for guests in advance of each performance/event. Oversee volunteer and support staff training on basic roles and responsibilities, safety and evacuation procedures, industry practices and venue operating policies
Serve as floating worker in box office, concessions, other day-to-day FOH functions as needed
Make sure performance-specific reports are communicated to appropriate staff and leadership in a timely manner
Communicate with patrons who require special concierge support to resolve concerns or address special needs and requests.
Adhere to and promote the organization’s core values of People, Community, and Excellence.
Ability to provide clear leadership and establish a sense of pride and collaboration among all Patron Services staff. Preferred experience leading in a professional theatre setting and managing large groups of people.
Successful management experience in a similar position, including customer service experience, with a passion for delivering exceptional customer service. The ideal candidate will have at least 3 years of experience.
A baseline knowledge of CRM/ticketing systems in Patron Manager, Tessitura, or similar. Preferred candidate has a high proficiency in ticketing software and experience at a professional theatre or performing arts organization with a background in hospitality and customer service.
Demonstrated ability to work with staff and the public using conflict resolution skills.
Strong written, verbal, and interpersonal communication skills, including the ability to work either independently or collaboratively with varied personalities.
Ability to problem solve and think on your feet; strategic thinking skills a plus.
Comfortable working in Microsoft Office Suite and Google Program Suite, with preferred experience in Excel.
Ability to triage priorities and perform in a fast-paced and dynamic work environment.
Ability to generate creative ideas and solutions to challenges, both in the moment and long-term. Knowledge on relevant industry trends and emerging technologies preferred.
A good sense of humor and nimble sensibility.