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Job Title: Patron Services Manager

Posted on November 26, 2018

Job Description:

SOME WEEKENDS/EVENINGS AND OT

PURPOSE OF THE POSITION:

The Patron Services Manager (PSM) oversees the Patron Services team integrating patron service operations into the sales/marketing and development efforts of the Capitol Theatre facilities and other venues as contracted.  The PSM cultivates and maintains relationships through dynamic engagement (including social media), answers questions, and provides any assistance necessary during the ticket sales process to ensure a positive experience.  This individual hires, trains, schedules, and supervises part-time box office assistants, volunteer personnel, Bar staff and Front-of-House staff; establishing protocols for handling the Capitol Theatre’s ticketing needs, patron-related needs, and the needs of other associations utilizing Capitol Theatre Committee (CTC) facilities and services.

WORKING RELATIONSHIPS:

This position reports to the CEO working in partnership with the VP of Marketing to create and facilitate an overall customer-centric corporate philosophy as part of a collaborative team working with CTC employees, volunteers, vendors, clients and customers. Oversees the house management, bar management, and box office personnel.

ESSENTIAL CHARACTERISTICS:

  1. This position requires a friendly, outgoing individual with great communication, listening, and customer service skills
  2. A successful PSM must be able to operate effectively within a group and as a team leader
  3. Solution-oriented, creative problem solver, and critical thinker
  4. Well organized and able to handle multiple tasks simultaneously
  5. Must be punctual and reliable with an attention to detail

ESSENTIAL DUTIES:

(The essential functions listed below are not intended to reflect all duties that may be assigned to this position.  The CTC may augment duties, including essential functions, at its discretion.)

  1. Work with CTC Admin and Box Office staff to fully integrate Spektrix ticketing software with day-to-day patron needs and operations
  2. Provide leadership and training in the establishment and implementation of patron services policy as it affects Front-of-House and Box Office operations
  3. Address patron questions, complaints and concerns
  4. Work with Marketing department on customer service and point-of-contact marketing strategies
  5. Devise strategies for marketing to groups and coordinating group sales
  6. Create Box Office policies/procedures and customer service manuals in order to communicate and implement these policies consistently
  7. Update all front of house, box office personnel, and other CTC staff with regard to current productions and events, on-sale dates, prices, reviews, special events, etc.
  8. Oversee single and subscription ticket sales to the general public on-site and/or by phone. Supports patrons in their use of the on-line purchasing system
  9. Supervises maintenance of accurate and up-to-date client records
  10. Prepare or oversee preparation of all ticket office reports for management and reconciliation with business office.  Work with Director of Finance to ensure adequate and accurate reporting and compliance with accounting procedures utilizing a variety of computer programs and applications
  11. Coordinate rental requests including initial receipt, staff review and planning correspondence and maintain venue calendar with event dates
  12. Prepare contracts and maintain show/event files including all paperwork pertinent and related to each event including, but not limited to, liquor permits, certificates of insurance, receipts, etc.
  13. Prepare and execute same-day show closings for ticketed rentals and split revenue events
  14. Work in collaboration with Bar management to purchase and maintain inventory, set product prices and to ensure proper maintenance of bar equipment
  15. Ensure proper execution of cash management policies with regard to bar, merchandise and box office deposits
  16. Attend and lead (as needed) volunteer orientations in concert with Volunteer Coordinator and ensure working relationship between Volunteer Coordinator and House Manager
  17. Work in collaboration with Technical Director on Front-of-House building maintenance
  18. Attend staff meetings, marketing meetings, and other meetings as required
  19. Take thorough minutes for both Executive Board meetings and Full Board meetings
  20. Coordinate or provide oversight at events to troubleshoot unforeseen challenges and to support staff
  21. Plan and attend employee/volunteer appreciation events
  22. Perform under the Working Conditions described below 

QUALIFICATIONS FOR ENTRY

KNOWLEDGE OF:

  • An internet-based ticketing system preferred
  • Event management experience preferred
  • Cash and credit card handling preferred
  • Effective business communication
  • Best customer service practices
  • A variety of computer, internet, and social media platforms

ABILITY TO:

  • Work under minimal supervision and collaboratively as part of a team
  • Provide superior customer service
  • Maintain client confidentiality
  • Efficiently and effectively plan, organize, and complete daily tasks and achieve long-term goals
  • Accurately balance and transact daily cash and credit card sales
  • Gather and evaluate information, and communicate it to others effectively
  • Maintain a professional and considerate demeanor in high stress situations
  • Contribute to the design of an organizational strategic plan and its implementation and execution.

EXPERIENCE, CERTIFICATION/LICENSES, AND TRAINING:

  • College degree required
  • Facility with Microsoft Word, Excel, and Outlook
  • Customer service and social media background required
  • MAST certification preferred
  • Fluency in Spanish desirable

WORKING CONDITIONS:

  • Work regularly in a small confined and secure office in a theatre environment
  • Deal with highly confidential information
  • Work under tight time constraints
  • Occasionally manage the concerns of dissatisfied customers
  • Often available to work irregular hours or split shifts as required, generally with advanced notice dependent on events
  • Regularly lift up to 25 pounds

To apply for this position, email your resume and cover letter to arts@capitoltheatre.org with the subject line “Patron Services Manager Application – YOUR LAST NAME”



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