Assistant Manager, Patron Services (Part-Time)

The-Children; Minneapolis (MN); On-site; USD 25,000 - 39,000; Full time

Job summary

The Children's Theatre Company in Minneapolis seeks a Front of House Supervisor to coordinate shifts of part-time Front of House and Ticket Office staff, ensuring a safe, engaging audience experience and that performances start on time.

You will supervise staff during performances, assist with concessions and merchandise, manage Lost & Found, support managers, and help foster an inclusive, anti-racist theatre environment aligned with CTC's values.

Qualifications

• Experience in theatre/front-of-house operations or similar customer-service setting.
• Ability to communicate clearly with patrons and staff under pressure.
• Commitment to inclusive, anti-racist theatre practices.

Responsibilities

• Lead Front of House and Ticket Office staff during performances to ensure audience engagement and safety.
• Collaborate with managers to seat patrons promptly and start shows on time.
• Supervise concessions/merchandise operations and assist with deposits and reporting.
• Manage Lost & Found inventory and staff schedules for part-time team.
• Support training and cross-training across FOH and ticket office areas.

Skills

Collaboration

Communication

Coping under pressure

Critical Thinking

Customer Service

Decision Making

Detail-oriented

Inclusive

Professionalism

Tools

Tessitura

NScan

Square

Microsoft Office

When2Work

Paycom

Job description

POSITION SUMMARYThis position is responsible for coordinating and leading shifts of part-time Front of House and Ticket Office Associates alongside and in the absence of the Front of House Manager and Ticket Office Manager. Responsibilities include ensuring adherence to theatre’s policies and procedures; helping create a safe, engaging, entertaining, and efficient audience experience; collaborating with the Stage Management, Front of House and Ticket Office teams to ensure patrons are seated promptly and the performances start on time; maintaining a positive and respectful attitude during times of great stress; communicate regularly with managers about employee and department issues; demonstrating regular and consistent attendance and punctuality; and participating in Children’s Theatre Company events as needed or required.ESSENTIAL FUNCTIONSPatron Services ManagementFoster a friendly, engaging, and inclusive atmosphere, interacting with patrons and establishing CTC spaces as safe and accommodating for all; encourage and motivate Associates to undertake this same initiativeDemonstrate excellent customer service and communication skills, respond promptly to audience needs and requests for service and assistance during performances; work independently and handle most patron questions without assistanceAssist Front of House Manager with concessions and merchandise inventory and deliveries.Ensure audience accommodation for all CTC access services during performancesSupervise Front of House & Ticket Office associates during performances to ensure consistency in areas of audience engagement and customer service, Front of House policies and procedures, knowledge of CTC, and proper safety practicesDocument operational, customer service, or workplace concerns and elevate significant issues to the Ticket Office Manager or Front of House Manager for reviewManage Lost & Found inventory, keep Lost & Found inventory organized and well-documented, including disposing abandoned items when necessaryDisplay confidence, grace under pressure, and a desire to ensure that the audience experience is of the highest level. Lead Front of House and Ticket Office Associates in this same initiativeAssist with maintaining staff schedules for Audience Services part-time staff, ensuring appropriate staffing levels are maintained to meet the needs of the departments.Collaborate with Front of House Manager on concession and merchandise sales reports and prepare deposits at the conclusion of nightly shows, reconciling any open issues and communicating any specific challenges to the Front of House ManagerProvide back-up for Front of House and Ticket Office supervisors; cross-train in both areas and stay current on general practices.Manage inventory of CTC branded uniforms, reporting to Ticket Office Manager when ordering is necessaryDemonstrate intermediate/expertise of the Tessitura ticketing system to support Ticket Office team and fill in when necessary, along with trouble shooting any issues with NScan or the individual ticket scannersUnderstand and execute point of sale system for merchandise and concessions sales and be able to troubleshoot issues independentlyAssist Education Team with camp/class check-in/check-out process, when neededComplete additional task/projects as assigned by Front of House Manager and/or Ticket Office Manager, including but not limited to: concession and merchandise product set up, event set up, and assistance with interviewing and training new front of house & ticket office associatesCollaborate with all staff in the furtherance of CTC’s goal of being an anti-racist/anti-bias theatre that works towards Justice, Equity, Diversity and InclusionEncourage and empower everyone to speak out against racist and/or biased workplace practices and policiesPositively contribute to the ACT One platform, creating a future where our theatre is a home for all people, all families, reflective of our communityCompetency RequirementsCollaboration – Ability to work with others and be a positive team member contributing to a positive cultureCommunication – Ability to express oneself clearly in interactions with others and to understand what others are expressingCoping under pressure – Ability to maintain a calm demeanor and make sound decisions in the face of high stress situationsCritical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problemsCustomer Service – Knowledge of principles and practices for providing customer services, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfactionDecision Making – Ability to make critical decisions while following company proceduresDetail-oriented – Thoroughness and accuracy when completing a task through concern for all areas involved, no matter how smallInclusive – Skill and value of providing equal access of opportunities and resources for people who might otherwise be excluded or marginalizedProfessionalism – Demonstration of personal accountability and effective work habits, and an understanding of the impact of communication and professional image; acting with integrity and ethical behavior with the interest of the community in mindPhysical AspectsThis role is periodically responsible for activities that require certain physical abilities. CTC will make reasonable accommodations for employees who are not able to perform these activities, but who are otherwise able to perform the essential aspects of the role. The more physically demanding aspects of the role are:Periodically lifting and moving items like program boxes, concession boxes, merchandise, etc. of up to 50lbsAssisting patrons up and down stairs repeatedly in a darkened environmentStanding for long periods of timeExperienceDemonstrated customer service skills including working with diverse groups of peopleExperience using Tessitura in a non-profit and/or arts organization in any capacity OR previous ushering experience in a non-profit or arts organization a plus; both is preferred, but not requiredPrevious Ticket Office experience in a non-profit or arts organization a plus, but not requiredDemonstrated supervisory skills preferredComputer SkillsAbility to quickly learn and use institutional programs such as Square, Microsoft Office, When2Work, Tessitura, and PaycomCertificates & LicensesCPR/AED/First Aid Certification; training is provided for candidates who do not already possess this certificationActive Shooter, Fire Evacuation, and Medical situation preparedness related to safety of guests and staff; training is provided for candidates who do not already possess this certificationThe position is required to be certified to sell and handle alcohol; training is provided for candidates who do not already possess this certificationOther RequirementsMUST be available for most performances that take place Wednesday-Sunday. Hours in July & August will differ depending on needsAvailability for Wednesday-Friday mornings are a plusA commitment to ethical conduct in all respects of the work environmentA commitment to creating a just, equitable and inclusive work environmentA commitment to the protection of confidential information to which this position has accessWillingness to wear CTC Front of House uniform and professional work attireMust be age 18 or older