Patron Services Manager

Atlas Performing Arts Center; Washington, Northern (District of Columbia, KY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Costco Membership

Simple IRA Retirement

Job summary

Atlas Performing Arts Center seeks a Patron Services Manager to lead front-of-house operations, supervise staff and volunteers, and ensure an exceptional patron experience from ticket purchase to performance. The role reports to the Executive Director and requires in-office presence at the DC venue.

Responsibilities include staffing, budgeting, box office control, Patron Manager/Salesforce usage, and acting as Manager on Duty for events.

Qualifications

• Minimum three years of experience as a manager or supervisor in a box office or front-of-house setting.
• Experience with Microsoft Office and ticketing software is required; Patron Manager/Salesforce preferred.
• Ability to troubleshoot and manage multiple tasks in a fast-paced venue.

Responsibilities

• Hire, supervise, train, evaluate and support Patron Services staff and volunteers.
• Schedule staff to meet business needs and ensure adequate coverage.
• Manage department costs within the approved annual budget.
• Provide Reception desk coverage and ensure security protocols are followed.
• Coordinate ticket builds, sales, registrations, and financial reporting with other departments.
• Oversee box office operations, reports, and reconciliation activities daily.
• Maintain Patron Manager CRM and train staff on its use.
• Serve as Manager on Duty during performances and events.

Skills

Customer Service

Staff Management

Leadership

Interpersonal Skills

Organizational Skills

Financial/Budgeting

Tools

Microsoft Office

Patron Manager

Salesforce

Ticketing Software

Job description

Atlas Performing Arts Center Patron Services Manager Washington, DC·Full time Company website

The Patron Services Manager oversees and manages all front of house activities. The Patron Services Manager ensures all Atlas patrons have an enjoyable and exceptional customer journey from ticket purchase to performance attendance at the Atlas Performing Arts Center. This position supervises Assistant Patron Services Managers, Patron Services Associates (House Managers, Ushers, Box Office, and Reception), and Volunteers.

About Atlas Performing Arts Center

THE ATLAS STORYOriginally built in 1938, the Atlas was one of four movie theaters on H Street NE. For 30 years, the iconic movie house was a second home for film lovers throughout the H Street Corridor. The Atlas was reborn in 2006 as a community-based organization that boasts a 59,000 square-foot performing arts center with four performance spaces, dance studios, offices, back-of-house facilities and an expansive lobby with a bar.OUR MISSIONThe Atlas Performing Arts Center provides spaces for artists to create music, theatre and dance to entertain and engage audiences in exploring the ideas and issues of our time. We nurture an environment that welcomes artists representing our diverse community. We invest in partnerships and programs that reflect the best of the arts and our humanity.ATLAS PROGRAMSThe Atlas has four performance spaces, and we often host free events in our lobby. We produce Atlas Presents performances and rent our spaces to other artist groups so they can create their own productions. We support and partner with DC arts makers – our Resident Arts Partners – including Capital City Symphony, Mosaic Theater Company of DC, Visionaries of the Creative Arts (VOCA), and Joy of Motion Dance Center. The Atlas and our Resident Arts Partners collectively offer free and reduced-cost arts programming and services valued at over $1.6 million per year.Atlas Arts Lab provides a platform for individual artists to develop new work and to serve the community through engagement initiatives that encourage civic dialogue and community cohesion.Rooted in social justice, Atlas’ award-winning City at Peace youth development program uses performing arts as a learning tool to develop skills in dance, theatre, voice, and stage production, as well as skills in conflict resolution, personal storytelling, empathy, understanding, and leadership.The Atlas INTERSECTIONS Festival is a multi-week performing arts festival that presents work that impacts our society, culture, and world by informing, inspiring, educating, and entertaining. The annual festival hosts over 600 artists and entertains thousands of audience members.We proudly partner with community nonprofit and arts organizations like St. Coletta of Greater Washington and BroadFutures as well as Glade Dance/NACHMO to integrate a wider community in the cultural life of the city at the Atlas.Additional Information:Atlas Performing Arts Center is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Description

Job Title:Patron Services Manager

Reports To:Executive Director

Supervisory Responsibilities:Assistant Patron Services Manager(s), Front-of-House Managers, Patron Services Associates, and Volunteers

Employee Class:Full Time, Exempt

Work Location:In-office: 1333 H Street NE, Washington DC, 20002

Compensation:$65,000 - $75,000 annual salary

Benefits:Health, Dental, and Vision insurance; Paid vacation, holiday, personal days and sick leave; Costco membership; and Retirement (Simple IRA)

Key Responsibilities

Administration and Supervisory

• Hire, supervise, train, evaluate and support all Patron Services staff inclusive of assistant managers, associates, and volunteers.
• Schedule all staff as necessary to ensure ample staffing relative to business needs.
• Manage department costs in line with approved annual budget.
• Provide Reception desk coverage as needed.
• Train in building security and obtain necessary certifications in Fire/Life/Safety protocols.
• Work collaboratively with Programming, Production, Marketing, Development, and Finance relative to ticket builds, ticket sales, staffing, registrations, and financial reporting.
• Oversee training of Patron Services staff in Café operations as needed to support café operations.
• Serve as a Manager on Duty during performances and events in conjunction with Assistant Patron Servies Manager while working collaboratively with Production Managers on Duty.
• As a team member, perform other duties as assigned.

Box Office Management

• Oversee and manage all ticket builds for Atlas Presents and Rentals. Work with all clients to ensure a smooth and successful ticketing process.
• Oversee and manage all ticket allocations to include third party sales, ADA compliance seats, and all other ticket holds, both internal and external
• Provide all requested box office sales reports to internal and external stakeholders.
• Work in conjunction with the Marketing Manager to support all marketing and sales functions within the box office.
• Coordinate group sales and spearhead sales initiatives.
• Support customer journey best practices and overall audience experience
• Assist in the management of accounting and fiscal control of all monies, tickets and other valuables in the box office.
• Prepare and distribute daily ticket, cash, check, and credit card reconciliation reports for Finance Department.
• Oversee and manage the assistance of all patrons, artists and clients at the Atlas Box Office who are purchasing or reserving tickets in person, over the phone, or via email using Patron Manager software as well as processing of any third-party requests.

Database Management

• Oversee and manage Patron Manager database ensuring that it is clean and functional through regular de-duping and qualification of contact records.
• Manage Patron Manager CRM and obtain Patron Manager Admin Certification.
• Participate in ongoing Patron Manager training as needed to remain current with all updates in software functionality.

Physical Requirement

• Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
• Must be able to safely lift and carry up to 25 lbs, as required for setting up events or transporting materials.
• Ability to work extended hours, including evenings and weekends, for events, meetings, or deadlines.
• Prolonged periods of sitting at a desk and working on a computer.
• In-office presence required at 1333 H Street NE, Washington, DC, 20002 five days a week.
• The office environment is collaborative and fast-paced, requiring flexibility and adaptability to changing priorities and needs.
• Regular interaction wi th staff, volunteers, donors, board members, media, and community partners, requiring strong interpersonal skills and the ability to work well with diverse groups.

Qualifications and Skills

Minimum three years of experience as a manager or member of a Box Office team in a high-volume ticket office required, multi-venue experience preferred. Experience with Microsoft Office and ticketing software required, Patron Manager / Salesforce preferred. Patron Manager Admin Certification will be required upon hiring. Ability to troubleshoot and solve problems effectively and efficiently. Ability to multi-task under time constraints, manage and lead staff with a focus on customer service. Excellent financial, administrative, and organizational skills with a strong attention to detail. Nighttime and weekend availability is required, and a flexible schedule is to be expected in alignment with performance schedule and departmental needs.

Diversity, Equity, Inclusion, and Equal Employment Opportunity Statement

The Atlas Performing Arts Center is committed to fostering an inclusive, equitable, and diverse environment where all individuals are respected and valued. We honor the unique experiences and perspectives of our staff and strive to maintain a welcoming workplace for people of all backgrounds. We are an equal opportunity employer and encourage applications from candidates of all races, colors, religions, genders, gender identities or expressions, sexual orientations, national origins, genetics, disabilities, ages, or veteran statuses. All qualified applicants will receive consideration for employment without regard to these or any other legally protected characteristics.