Assistant Manager, Patron Services (Part-Time)

Childrens Theatre Company; Minneapolis (MN); On-site; USD 31,000 - 33,000; Part time

Job summary

Children’s Theatre Company in Minneapolis seeks a part-time Patron Services Coordinator to lead Front of House and Ticket Office Associates during performances, ensuring safety, engagement, and prompt seating.

You will supervise staff, manage Lost & Found, assist with concessions and merchandise, and collaborate with stage management to deliver excellent audience experiences. Requires strong customer service and ability to work under pressure.

Qualifications

• Customer service and audience-facing skills essential for theatre settings.
• Ability to supervise Front of House and Ticket Office staff during performances.
• Experience with inventory, deposits, and sales reporting is a plus.

Responsibilities

• Lead shifts of Front of House and Ticket Office staff during performances.
• Ensure safety, accessibility, and welcoming atmosphere for patrons.
• Assist with concessions and merchandise inventory, deposits, and reporting.
• Supervise staff to maintain consistent customer service and safety practices.
• Communicate issues to Front of House Manager and Ticket Office Manager.
• Cross-train in Front of House and Ticket Office duties as needed.

Skills

Collaboration

Communication

Coping under pressure

Critical Thinking

Customer Service

Decision Making

Detail-oriented

Inclusive

Professionalism

Tools

Tessitura

Square

Microsoft Office

When2Work

Paycom

Job description

Job Details

• Job Location: MINNEAPOLIS, MN 55404
• Position Type: Part Time
• Salary Range: $22.50 - $24.00 Hourly
• Job Category: Customer Service

POSITION SUMMARY

This 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 FUNCTIONS

Patron Services Management

• Foster 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 initiative
• Demonstrate 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 assistance
• Assist Front of House Manager with concessions and merchandise inventory and deliveries.
• Ensure audience accommodation for all CTC access services during performances
• Supervise 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 practices
• Document operational, customer service, or workplace concerns and elevate significant issues to the Ticket Office Manager or Front of House Manager for review
• Manage Lost & Found inventory, keep Lost & Found inventory organized and well-documented, including disposing abandoned items when necessary
• Display 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 initiative
• Assist 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 Manager
• Provide 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 necessary
• Demonstrate 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 scanners
• Understand and execute point of sale system for merchandise and concessions sales and be able to troubleshoot issues independently
• Assist Education Team with camp/class check-in/check-out process, when needed
• Complete 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 associates

Collaborate 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 Inclusion

Encourage and empower everyone to speak out against racist and/or biased workplace practices and policies

Positively contribute to the ACT One platform, creating a future where our theatre is a home for all people, all families, reflective of our community

QualificationsCompetency Requirements

• Collaboration – Ability to work with others and be a positive team member contributing to a positive culture
• Communication – Ability to express oneself clearly in interactions with others and to understand what others are expressing
• Coping under pressure – Ability to maintain a calm demeanor and make sound decisions in the face of high stress situations
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Customer Service – Knowledge of principles and practices for providing customer services, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Decision Making – Ability to make critical decisions while following company procedures
• Detail-oriented – Thoroughness and accuracy when completing a task through concern for all areas involved, no matter how small
• Inclusive – Skill and value of providing equal access of opportunities and resources for people who might otherwise be excluded or marginalized
• Professionalism – 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 mind

Physical Aspects

This 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 50lbs
• Assisting patrons up and down stairs repeatedly in a darkened environment
• Standing for long periods of time

Experience

• Demonstrated customer service skills including working with diverse groups of people
• Experience 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 required
• Previous Ticket Office experience in a non-profit or arts organization a plus, but not required
• Demonstrated supervisory skills preferred

Computer Skills

Ability to quickly learn and use institutional programs such as Square, Microsoft Office, When2Work, Tessitura, and Paycom

Certificates & Licenses

• CPR/AED/First Aid Certification; training is provided for candidates who do not already possess this certification
• Active 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 certification
• The position is required to be certified to sell and handle alcohol; training is provided for candidates who do not already possess this certification

Other Requirements

• MUST be available for most performances that take place Wednesday-Sunday. Hours in July & August will differ depending on needs
• Availability for Wednesday-Friday mornings are a plus
• A commitment to ethical conduct in all respects of the work environment
• A commitment to creating a just, equitable and inclusive work environment
• A commitment to the protection of confidential information to which this position has access
• Willingness to wear CTC Front of House uniform and professional work attire
• Must be age 18 or older