Audience Services Lead

Caltech; Pasadena, Northern (CA, KY); On-site; USD 26,000 - 29,000; Full time

Job summary

Caltech is seeking an Event Services professional to oversee front-of-house operations for events in Caltech Auditoriums and other venues. You will supervise Audience Service Representatives, coordinate staff, and ensure smooth patron flow and safety.

Role requires strong customer service, problem-solving, and ability to work evenings and weekends; familiarity with event operations software is preferred. Salary range applies to Pasadena location with comprehensive benefits.

Qualifications

• High school education or equivalent.
• Physical strength to lift up to 50 pounds.
• Ability to bend in all directions, squeeze with arms and hands, climb stairs, and work outdoors in all kinds of weather.
• Ability to push and pull rolling items (e.g., carts).
• Effective problem-solving skills.
• Excellent organizational communication (verbal & written) and interpersonal skills.
• Ability to work calmly under pressure and deal with a broad spectrum of personalities, including staff, faculty, students, donors, patrons, etc.
• Working knowledge of Microsoft Office Suite.
• Ability to work as a team member on a variety of programs and projects.
• Must be available to work overtime, evenings, and weekends.

Responsibilities

• Oversee Audience Service Representatives staff to support events in the auditoriums.
• Assign usher event duties, maintain staff shifts, and conduct pre-event briefings and post-event ASR staff reports.
• Coordinate Front of House logistics for events (receiving program deliveries, crowd control equipment, signage, ADA compliance, concessions).
• Conduct front-of-house management per the Front of House Manual and emergency plan procedures; coordinate with OSC emergency response manager.
• Coordinate event timing with Stage Manager and Box Office Manager and manage patron flow.
• Oversee ticket collection, audience counts, and preparation of event reports and incident reports.
• Coordinate with Box Office to communicate with audience members during events.
• Maintain records of merchandise sales and cash funds if provided.
• Provide accurate information to the public and Caltech community about scheduled events.
• Address customer inquiries or complaints.
• Perform duties per Institute safety standards (OSHA, ADA).
• Other duties as assigned.

Skills

Problem solving

Verbal and written communication

Interpersonal skills

Calm under pressure

Teamwork

Microsoft Office

Overtime availability

Physical stamina

Customer service

Front-of-house operations

Education

High school diploma or equivalent

Tools

Claris FileMaker

AudienceView

Job description

Caltech is a world-renowned science and engineering institute that marshals some of the world's brightest minds and most innovative tools to address fundamental scientific questions. We thrive on finding and cultivating talented people who are passionate about what they do. Join us and be a part of the diverse Caltech community.

Job Summary

The Event Productions unit, situated within the Office of Strategic Communications, connects Caltech to the broader community and donors through the presentation of high-quality public events and programs. These programs may include the presentation of researchers and lecturers from Caltech as well as professional artists and performers from a broad range of disciplines.

Under the direct supervision of either the Director, Event Productions, Audience Service Manager, or Stage Manager, this position oversees audience services and front-of-house operations for events taking place in the Caltech Auditoriums, Beckman Mall, and other venues as needed, and provides customer service to event attendees and the Caltech community.

This is an occasional position. Work hours and days will vary based on institute needs.

• Oversee Audience Service Representatives staff to support events in the auditoriums.
• Follow Front-of house staff management best practices by assigning usher event duties, maintaining staff shifts, and breaks and conducting pre-event briefings and post-event ASR staff reports.
• Coordinate Front of House logistics for events (receive program deliveries, placement of crowd control equipment, signage, and special display & exhibit materials, compliance with ADA regulations, custodial services, special seating for clients with special needs, concessions).
• Conduct front-of-house management in accordance with the Campus Event Productions Front of House Manual and emergency plan procedures for auditorium events. Emergency response should be coordinated under the direction of the Director, Event Productions, and in coordination with OSC emergency response manager.
• Coordinate event timing (start/stop times & intermissions) with the Stage Manager and Box Office Manager and manage patron flow entering and exiting the auditoriums.
• Oversee ticket collection, audience counts, and preparation of event reports, incident reports and front of house records.
• Coordinate with the Box Office staff to support communication to audience members/event attendees during an event.
• Maintain records of merchandise sales & maintain merchandise sales cash fund, if provided.
• Provide accurate and specific information to the general public and Caltech community about scheduled events.
• Address customer inquiries or complaints.
• Other duties as assigned.
• Perform work in accordance to Institute and regulatory agencies (e.g., OSHA, ADA) safety standards and practices.

Basic Qualifications

• High school education or equivalent.
• Physical strength to lift up to 50 pounds.
• Ability to bend in all directions, squeeze with arms and hands, climb stairs, and work outdoors in all kinds of weather.
• Ability to push and pull rolling items (e.g., carts).
• Effective problem-solving skills.
• Excellent organizational communication (verbal & written) and interpersonal skills.
• Ability to work calmly under pressure and deal with a broad spectrum of personalities, including staff, faculty, students, donors, patrons, etc.
• Must present an attitude of attentiveness, courtesy, and professionalism when dealing with patrons and other staff members.
• Working knowledge of various computer software systems (Microsoft Office Suite).
• Ability to work as a team member on a variety of programs and projects.
• Must be available to work overtime, evenings, and weekends.

Preferred Qualifications

• Experience with Claris Filemaker or similar event operations software.
• Experience with AudienceView Ticketing Software and patron management.
• Experience in auditorium safety procedures and policies.
• Experience in management of large crowds of event attendees.
• Auditorium Front of House operations experience.

Required Documents

• Resume.

Hiring Range

$19.00 - $21.25 Per Hour

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

As one of the largest employers in Pasadena, CA, Caltech is committed to providing comprehensive benefits to eligible employees and their eligible dependents. Our benefits package includes competitive compensation, health, dental, and vision insurance, retirement savings plans, generous paid time off (vacation, holidays, sick time, parental leave, bereavement, etc.), tuition reimbursement, and more. Non-benefit eligible employees will have access to some benefits such as onsite counseling and sick time. Learn more about our benefits and staff perks .

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, or national origin, disability status, protected veteran status, or any other characteristic protected by law.

Caltech is a VEVRAA Federal Contractor.

Caltech complies with the Fair Employment and Housing Act (FEHA) and the Americans with Disabilities Act (ADA). We consider reasonable accommodation measures that may be necessary for eligible applicants and employees to perform the essential functions of a position.

If you would like to request an accommodation to complete this application, interview, or otherwise participate in the employee selection process, please contact Caltech Recruiting at [e-mail] .

Additionally, if you do not meet the basic qualifications of a role but believe you can perform the essential functions of a job with reasonable accommodation, please reach out to Caltech Recruiting at [e-mail] .