Patron Services Manager

Job Description

Job Description

POSITION: Patron Services Manager

DEPARTMENT: Pittsburgh Playhouse

REPORTS TO: Audience Services Manager

WORK SCHEDULE: Fully on Campus

PRIMARY FUNCTION:

Responsible for ensuring the patron experience including a welcoming, safe, relaxed, enjoyable, accessible, inclusive, and pleasant experience throughout all University event venues. Also responsible for the coordination and direction of front-of-the-house (FOH) operations in preparation for and during scheduled events and at the Playhouse and George Rowland White Dance Complex. Community liaison to develop and partner with members of the Downtown Pittsburgh Community.

QUALIFICATIONS

• Minimum Bachelor's degree or equivalent education and experience in theatre or related field and a minimum of two years' experience in theatre operations, event management and/or working with the public.
• Exceptional people and communication skills. Able to think quickly and solve problems in an instant to ensure the comfort and accessibility of our patrons.
• Highly organized and detail oriented. Able to work well with and supervise others as well as work independently, and lead apprenticeship, work study and front of house employees.
• Highly collaborative and willing to offer support to Box Office and Playhouse staff as needed.
• Responsible for reporting any facility issues during ticketed events.
• The nature of the job requires evening and/or weekend hours.

SUPERVISORY RESPONSIBILITIES

• Up to 15 part-time direct reports including over-hire, apprentices, work-studies, and production students.
• A growing number of volunteers.

DUTIES & RESPONSIBILITIES

1. Responsible for the comfort and safety of users of the current facilities including patrons, PPU students, faculty, and staff; by providing prompt, courteous service as the primary patron relations link.
2. Coordinate, hire, train FOH workers/volunteers/welcome team and direct all FOH operations for all Playhouse performance events including scheduling.
3. Support Box Office patron services needs including answering phone calls, questions, directions, etc.
4. Collectively work with Box Office, Patron Services and Marketing team to create, develop, implement, and execute all lobby environment enhancements including: street to seat patron experiences, lobby entertainment, concessions, exhibits, posters, etc.
5. Active engagement and leadership development in your individual position is integral to the overall health of our organization. This will be reviewed and defined with your supervisor to set individual goals.
6. Train, schedule, supervise, and verify time sheets for all FOH employees as well as provide feedback for production credit. Attend crew meetings as needed.
7. Maintain ADA compliance and assist patrons with accommodating service animals, assisted listening devices, wheelchair seating, etc.
8. Coordinate with building security and university police for theatre operation hours and events. Maintain order and respond appropriately in the event of an emergency, fire response, accidents, etc.
9. Responsible for overseeing building housekeeping services, including inspection of the public areas from curb to start of stage before performances.
10. Relay information pertaining to maintenance and housekeeping as needed via nightly FOH reports.
11. Work with Playhouse administration to coordinate and implement a volunteer staffing program
12. Job may require lifting (1-10 lbs.) with no repetitive bending or stooping.
13. Frequently work at a fast pace with unscheduled interruptions.
14. Perform other related duties as required or assigned.

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