Patron Services Manager

theatreWashington; Frederick (MD); On-site; USD 50,000 - 75,000; Full time

Job summary

theatreWashington in Frederick, MD is seeking a House Manager responsible for ensuring smooth operations of Front of House processes and handling all Box Office communications. The position encompasses managing ticket sales, patron retention strategies, and group sales initiatives to foster long-term relationships with various clients.

Additionally, the House Manager will oversee ticket administration, direct volunteer training, and maintain the ticketing system. Interested candidates should apply by sending a resume and cover letter to the Managing Director, Melynda Burdette Wintrol.

Qualifications

• Experience in sales and customer service roles.
• Ability to manage Front of House operations effectively.
• Strong communication and interpersonal skills.

Responsibilities

• Oversee Front of House processes for smooth operations.
• Manage group sales cycle and patron retention.
• Handle Box Office operations and patron communication.

Skills

Sales skills

Customer service orientation

Event management

CRM management

Job description

The House Manager is responsible for the smooth operation of Front of House processes. House managers welcome the public to the MET, oversee their safety and well-being prior, during and immediately after the show. The House Manager is the manager-on-duty and represents and serves MET’s best interests during performances.

Audience Development and Sales

The Manager owns the full group sales cycle — prospecting, pitching, following up, closing, and stewarding long-term relationships with schools, businesses, faith communities, civic groups, senior organizations, and corporate clients. This means proactive outbound outreach via phone, email, and in-person visits, not waiting for inbound inquiries. Working with the Managing Director, the Manager develops tiered group packages, tracks the pipeline weekly, and reports against seasonal revenue targets monthly. The Manager also maintains the CRM, manages the school/field trip pipeline with the Education Manager, and maintains collegiate ticket partnerships and invoice processing.

Beyond group sales, the Manager leads patron retention and acquisition: re-engaging lapsed subscribers and past attendees, converting repeat single-ticket buyers to subscriptions, supporting new subscriber outreach, and representing MET at community events, chamber mixers, and school fairs. In collaboration with marketing, the Manager analyzes patron data to identify growth opportunities and shape audience acquisition campaigns.

Box Office Operations

The Manager handles all day-to-day patron communication and ticket administration — answering phones and emails during Box Office hours (and triaging urgent after-hours messages) with a service orientation that turns every inquiry into a sales opportunity. The Manager maintains the ticketing system end-to-end: entering events, managing patron data and mailing lists, pulling marketing reports, and overseeing the full subscription season from packet assembly through assigned seating fulfillment.

Additional responsibilities include:

• Scheduling and managing all Front of House shifts; directing volunteer orientation, training, and the weekly iVolunteer newsletter.
• Fulfilling patron and sponsor ticket orders; managing door lists and coordinating pre/post-show speeches with the Production Manager.
• Submitting payment requests for paid FOH staff; maintaining ticket scanning and POS equipment; providing Box Office coverage during performances as needed.

To Apply

Please send a resume and cover letter to MET’s Managing Director, Melynda Burdette Wintrol, at [e-mail]. In the subject line, please write “Application – Patron Services Manager”. Please apply by June 26, 2026 for best consideration.