Patron Services Manager

Olney Theatre Center; Olney; On-site; GBP 37,000 - 41,000; Full time

Job summary

A regional arts organization in England is seeking a Patron Services Manager to lead its Front of House department. This full-time position involves managing staff, coordinating events, ensuring guest safety, and enhancing the overall audience experience. The ideal candidate will be responsible for the seamless operation of public spaces and will collaborate closely with other departments, emphasizing customer service and staff supervision. Competitive salary range is $50-$54k, with comprehensive benefits.

Benefits

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Employer-paid life insurance

403(b) plan with employer match

Paid personal and vacation leave

Qualifications

• Experience leading front-of-house services and staff.
• Ability to coordinate events and manage staff schedules.
• Must have current CPR and First Aid certification.

Responsibilities

• Lead and manage the Front of House department.
• Ensure positive patron experiences and staff support.
• Coordinate with stage management for smooth performances.
• Oversee emergency preparation and staff training.

Skills

Event coordination

Staff supervision

Customer service

Public safety management

Job description

REPORTS TO: Director of Audience and Guest Services

Reporting to the Director of Audience and Guest Services (DAGS), the Patron Services Manager leads the Front of House department by developing and managing all procedures to ensure positive patron experiences and seamless staff and volunteer support. This position is responsible for hiring, training, and supervising the house management team and volunteer ushers; overseeing concession management/inventory; and ensuring the overall appearance and flow of indoor and outdoor public spaces are optimal for public enjoyment with safe egress.

PRIMARY DUTIES AND RESPONSIBILITIES

• Supervises all front-of-house (FOH) services and staff (house management, gift shop, alcohol, and concessions sales, parking assistance: approx. 25-30 part-time employees).
• Provide on-site coordination of events. Night and weekend availability is required. Oversees the ordering of supplies, hiring, training, and scheduling of staff, and the budgeting/tracking of FOH sales/expenses to ensure the quality of services rendered and profitable returns for said services.
• Collaborate with the Box Office to oversee day-of-show services rendered by both FOH staff and box office staff. Identify patrons with special needs and groups.
• Coordinate with Stage Management and other members of the production and artistic teams to guarantee smooth performances for artists. Including photo ops, meet and greets, and special events.
• Ensures that public spaces such as lobbies, walkways, courtyards, and parking lots are secure and ready for audiences and guests. This requires working closely cross-departmentally to certify their appearance and safety.
• Coordinate and supervise the arrival and departure of all groups attending school bus show performances, including bus traffic and parking.
• Arranges the provision of special assistance services (sign interpretation, audio description, handicap seating/accessibility), as well as the maintenance and distribution of special assistance devices (wheelchairs, hearing assistance devices).
• In concert with the DAGS, develops and implements ideas to enhance the audience experience, including signage, menu, and merchandise options, and program inserts.
• Assists the Marketing, Advancement, Community Engagement, and Production Departments with the implementation and oversight of various programs and events to help strengthen audience outreach, support, and communication (includes lobby displays, show announcements, subscription campaigns, special events, rental events, lobby transition from tech weeks, opening night celebrations, survey campaigns, receptions, etc).
• Oversee emergency preparation, including the emergency evacuation plan, training of all staff and volunteer members for emergencies. CRP and First Aid certification must be current.
• Leads Olney’s volunteer usher corps, managing their scheduling, training, and implementation of their assistance.
• Serves on the Staff Social Committee.
• Other duties as assigned.

This is a full-time, exempt, 40-hour-per-week position that generally operates on a Wednesday-Sunday schedule to include personal supervision of evening performances/Events.

Evenings and weekend work is required, as is the ability to move furniture or equipment. The annual salary range: $50-$54k, plus competitive benefits such as medical, dental, and vision insurance, disability insurance, employer-paid life insurance, 403(b) plan with employer match, and paid personal and vacation leave.

Submit resumes and cover letters to: [e-mail] no later than January 25th. No phone calls. Due to the high volume of responses, we are only able to respond to those candidates we wish to interview.

Box Office: 301.924.3400

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